Continuing education quiz.

ABA Bank Marketing provides continuing education credit to members who hold the CFMP designation. The following quiz reflects the content of this magazine. The quiz has been pre-approved by the ICB for 1.0 hour of continuing education credit. The ABA Bank Marketing online continuing education quiz allows you to earn up to 10.0 hours of continuing education credit annually by passing the quizzes that are connected to each issue of ABA Bank Marketing. Each quiz will consist of 10 questions taken directly from the articles in each issue. To receive your 1.0 of CE credit, you must correctly answer seven out of the 10 questions.

To take the quiz, please go to www.aba.com/icbcertifications and click on the Members Only button on the left-hand side of the page. After you log in, select "Continuing Education Online Quiz" from the "Member Services Options" menu. Once you have completed the quiz, you will receive immediate notification of the results, which can be printed and saved for your records. If you have any questions, contact ICB's Continuing Education Manager at [e-mail].

Listen More, Talk Less

by Bob St. Meyer and Jack Hubbard

1. What matters most to business leaders when choosing banks is:

[] Interest rates. [] Bank services and products. [] The bank's reputation. [] Their needs.

2. When sales managers coach their people, they should concentrate on improving:

[] The top performers.

[] Top, middle and lower performers equally.

[] The middle performers.

[] The laggards.

3. One advantage to spending time with top performers is that:

[] They tend to accept coaching more readily.

[] You can learn what makes them good and use that to help others.

[] The payback for improvement is more rapid.

[] They tend to be sharper and therefore learn more quickly than others.

Podcasting: A New Alternative to Radio?

by Steven L. Lubetkin

4. All of the following are advantages of podcasts over traditional media channels EXCEPT:

[] You can produce longer messages.

[] The cost is relatively low.

[] Sound quality is not an issue.

[] The message can be accessed 24/7.

5. The best way to widely distribute a podcast is by:

[] Posting it on your Web site.

[] Utilizing an RSS feed.

[] Mail out CDs.

[] Making it available through iTunes Music Store.

6. You can reach a target segment with podcasts because:

[] Only a certain demographic uses the Internet.

[] Listeners identify themselves through preregistration.

[] Only certain segments are atuned to audio messages.

[] Audiences prequalify themselves through self-selection.

Merging Traffic

by Brenda Marlin, CFMP

7. The most prominent trend with respect to CRM systems is

[] The embedding of CRM functionality into the core banking processing system.

[] A separation of goal and incentive programs from the CRM.

[] The development of systems that allow marketing, service and sales to function autonomously.

[] Security functions that restrict employee access to CRM functionality.

How to Measure Your Bank's Vital Signs

by Wendy H. Godfrey

8. Nationally, bank core deposits in the first quarter of 2007 grew by:

[] 2 percent. [] 3 percent, [] 4 percent. [] 5 percent.

9. Preferably, service quality should be measured every:

[] Three months. [] Six months. [] Twelve months. [] Twenty-four months.

10. When measuring customer experience, Colin Shaw and John Ivens find that customer emotions account for:

[] Less than 10 percent of customer experience.

[] A quarter of customer experience.

[] More than half of customer experience.

[] All of customer experience.