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Pick Up Something New by Deb Stewart

1. Wachovia reduced the number of its racked brochures to two "resource guides" because this approach:

[] Aligned with the company's value proposition.

[] Encouraged customers to interact with branch personnel.

[] Reduced the need to constantly update product brochures.

[] Allowed wider use of print-on-demand.

2. Wachovia modified its product brochures so that

[] Customers can find needed information without having to question branch personnel.

[] It is available only during a conversation with branch personnel

[] Customers can easily print it out by themselves.

[] It is available only online.

A Golf Lesson with Tiger Woods? by Rob Murphy

3. During the last decade, sponsorships have:

[] Concentrated on "naming rights" for sports stadiums and arenas.

[] Grown more dependent on celebrity tie-ins.

[] Not proved effective enough as a brand-support strategy.

[] Become the fastest-growing form of marketing.

4. In the past, sponsorships drove awareness and brand recognition. Now, marketers are looking also for ways to leverage sponsorships in order to:

[] Strengthen relationships with valued customers.

[] Generate increased media exposure.

[] Create a new advertising channel.

[] Heighten interaction between bank and customer.

Worth Checking Out by Tamara Bredeson, CFMP

5. The chief appeal of in-house check printing is that community banks can:

[] Print checks of higher quality than larger banks.

[] Develop an affiliated printing business that is highly profitable.

[] Differentiate themselves from competitors.

[] Eliminate the need to offer "free" checking.

6. By developing a "corporate check" and offering it as the lowest price check-style, the bank can:

[] Significantly increase fee income.

[]Reduce the need to offer a variety of customized styles.

[] Send thousands of bank branding ads throughout the community.

[] Cut costs by spreading expenses over a wider audience.

Way to Go, Team! by Robert Brown

7. An important role of service-quality coaches is that they:

[] Lead the one-time coaching workshop.

[] Practice the same customer-service skills they ask employees to perform.

[] Provide quarterly employee evaluations.

[] Assign others to give employee feedback.

8. The first step in a service-quality coaching program is to

[] Send all bank employees to class.

[] Educate all managers and front-line workers simultaneously.

[] Train front-line workers only.

[] Teach the top executives how to coach.

Just What the Doctor Ordered by Mark R. Baran and Rachel Juhas

9. All of the following are valid reasons why banks are well positioned to capture health savings account (HSA) business except:

[] Banks are experienced in handling individual retirement accounts (IRAs), which are a similar type of account.

[] Banks are one of the few institutions named in federal regulations as authorized to serve as HSA trustees.

[] The market trend is toward more consumer-directed healthcare through high-deductible health plans (HDHPs).

[] Most financial institutions have rushed to offer HSAs.

10. In the case of business customers, a bank that offers HSAs can anticipate:

[] A strengthening of existing relationships

[] A weak demand for HSA trustee services.

[] A drop-off in cross-sell opportunities.

[] Intense competition from other financial institutions.