Q&A Hero

Q: If a good employee comes into work late for the very first time, he or she is most likely to a. receive a verbal or informal warning. b. receive a formal warning. c. be fired. d. be suspended without pay for three days.

Q: Which of these is NOT an objective of an employee performance evaluation? a. to identify an employees interests and help set job goals b. to provide a written record of employee performance c. to recognize an employees special talents d. to verify the references and educational background an employee listed on the job application

Q: An interview for a banking position a. should never discuss salary. b. should focus on job-related questions that help assess the candidates suitability for the position. c. is always conducted by the manager of the department in which the job is located. d. is generally conducted right after the orientation process.

Q: A public employment event at which a bank can present employment opportunities to a large number of people at one time is called a a. vocational carnival. b. job interview. c. job fair. d. cattle call.

Q: Which of the following is NOT a typical duty of a bank teller? a. manage large sums of money placed in trust with the bank according to clients wishes b. prepare currency and coin for retail customers c. sell savings bonds d. balance the cash drawer daily

Q: Which of the following is a title typically held by a bank officer? a. bookkeeper b. marketing coordinator c. job analyst d. controller

Q: Which operational department provides critical technological support for the products and services the bank offers? a. public relations department b. technical department c. trust department d. accounting/finance department

Q: Which of the following is NOT a functional department of a bank? a. financial planning department b. personal banking department c. human resources department d. trust department

Q: This bank department provides financial and investment services to individuals and institutions. a. brokerage department b. insurance department c. trust department d. consumer lending department

Q: The division of banks into departments is called a. sectioning. b. subdividing. c. departmentalization. d. compartmentalization.

Q: Employees who disagree with anything in a performance review should have an opportunity to appeal the evaluation. a. True b. False

Q: Employees are never involved in the determination of a banks performance standards; this is something management alone can establish. a. True b. False

Q: One way to ensure that employees are meeting the banks goals is to make sure they understand their responsibilities and are performing at an expected level. a. True b. False

Q: It is illegal for a bank to keep records of its employees personal information, such as full name, address, and Social Security number. a. True b. False

Q: The first step in the hiring process for a bank is the job interview. a. True b. False

Q: Benefits involve matters such as hours of employment and time off for vacation, illness, and holidays. a. True b. False

Q: The human resources department establishes a banks policies and procedures for hiring, training, and evaluating employees. a. True b. False

Q: Trust officers evaluate the financial condition of individuals and businesses seeking credit or a loan. a. True b. False

Q: A banks Personal Banking department is sometimes called Small Business Lending. a. True b. False

Q: The marketing department of a bank provides support services such as bookkeeping and typing. a. True b. False

Q: What is an entrenched customer? How should a bank view an entrenched customer?

Q: What are some guidelines a bank should follow when it selects its target market?

Q: What does it mean for a bank to do business from the customers perspective?

Q: What are four questions that should be asked during the planning phase of a public relations campaign?

Q: Explain how corporate image and reputation affect a companys profits.

Q: Name two competitive threats to traditional banking.

Q: What is social responsibility? Why is it especially important for banks?

Q: What are the 4 Ps of marketing?

Q: What does empathetic service demonstrate to a customer?

Q: Give at least five examples of inappropriate behavior an employee should never exhibit toward a customer.

Q: Name at least three ongoing products that individual customers typically need from a bank.

Q: What is the final step a bank should take in its efforts to create a public image?

Q: Morgantown Bank is considering two different advertising campaigns. The first is an integrated campaign consisting of radio, Internet, and direct mail advertising. The total cost of this campaign is $75,000 and it is expected to have a $12,000 return in the first year. The second campaign will consist of television advertising only. It will cost $180,000 and is expected to have a $25,000 return in the first year. Which campaign should it choose?

Q: The bank in your small community has $42,000 to spend on an advertising campaign this year. It expects a return of $7,500 in the first year. What would be the ROI on this ad campaign? (Round your answer to the nearest whole percent.)

Q: The bank in your small community wishes to have a 20% ROI on the Internet advertising campaign it is rolling out. If its goal is an expected return of $10,000 in the first year, how much should it budget for the campaign?

Q: First National Bank spent $250,000 on a series of television commercials. Determine the ROI assuming the ads are expected to have a $35,000 return in the first year.

Q: Smalltown Bank budgeted $80,000 to spend on newspaper ads. The return to the bank in the first year is expected to be $10,000. What is the return on investment (ROI) Smalltown Bank can expect from its newspaper ads?

Q: ____________________is the most effective way to drive Internet business to your website.

Q: ____________________states that the most profitable way to view customers is in terms of their present and future value to a bank.

Q: ____________________is a carefully planned effort to advertise a company through the Internet by using the most practical, effective, and up-to-date strategies.

Q: ____________________is the paid description or presentation of a product, service, idea, or organization to encourage individuals to buy, support, or approve of it.

Q: A(n) ____________________market is a preselected group of buyers for whom a product or service is created and to whom a marketing campaign is directed.

Q: Customer ____________________ is the process of dividing a market into subgroups that have specific preferences or needs.

Q: ____________________ is the process of planning and executing the conception, pricing, promotion, and distribution of goods, services, and ideas to create exchanges that satisfy individual and organization objectives.

Q: The concept of ____________________refers to a banks ability to provide you what it promised in a dependable and accurate manner.

Q: The degree of caring and individual attention a bank shows its customers is known as ____________________.

Q: Customer ____________________involves the activities and programs a seller provides to make the relationship with its customers satisfying.

Q: Public ____________________is the planned and sustained effort to establish and maintain goodwill between an organization and its public.

Q: A public ____________________ is the concept the public has of a business.

Q: A form of advertising that delivers advertising materials individually to a target market via the U.S. mail or telemarketing is called a. print media. b. cybermarketing. c. direct marketing. d. outdoor media.

Q: In 2015 the media type that received the most advertising revenue from U.S. businesses was a. radio. b. television. c. magazines. d. newspaper.

Q: Columbia Bank has targeted teenagers as a potential market. Which of the following is probably an inappropriate advertising campaign for Columbia to use? a. Ads that promote low mortgage rates and home equity loans. b. Ads that promote online banking services. c. Ads that emphasize savings accounts that can be established with only a small initial deposit. d. Ads that stress friendly employees who can teach customers how to manage their accounts and write checks.

Q: Which of the following is one of the 4 Ps of marketing? a. performing b. pricing c. prioritizing d. presenting

Q: Talking down to a customer a. is a perfect example of doing business from the customers perspective. b. can be an effective way to gain and keep control of a difficult situation. c. is likely to insult and embarrass the customer. d. can help secure business by emphasizing to the customer just how smart and qualified the employee is.

Q: The first thing you should do when a problem arises with a customer is to a. tell the customer youre having a bad day too, in an attempt to calm the situation. b. call your supervisor over to handle the situation. c. apologize for the situation. d. point out how the customer created the problem, to make sure it never happens again.

Q: Bank employees who are dressed too casually a. should be fired on the spot. b. have no impact on the banks public image. c. are considered friendlier and more reliable by most customers. d. can often project an apathetic image to customers.

Q: Which of the following would probably NOT be considered an example of good customer service? a. All the staff members of Deerfield Bank have the skills to explain the banks products and services accurately and clearly. b. Second National Bank is open from 10 A.M. until 3 P.M. Monday through Thursday. c. Integrity Bank promises that it will never make a mistake on your account; if it does, it will pay you a $25 oops fee. d. Mega Bank offers its customers online banking services.

Q: A banks public relations activities a. are addressed to the general public and stockholders. b. should be limited to only one type of mediatelevision, radio, or print, but not all. c. would usually include a press release about a major scandal involving a vice president. d. all of the above are true.

Q: The first step a bank should take to create a favorable impression to the public is to a. determine its current image. b. define its goals in creating its image. c. analyze the image it wants to present. d. determine its target audience.

Q: A bank website that presents information by focusing on specific products offered by the bank is using a demographic approach for marketing products. a. True b. False

Q: The most effective advertising campaigns usually select one type of mediasuch as print, broadcast, or the Internetand stick with it exclusively. a. True b. False

Q: A market in which many competitors are already present is usually very easy to enter because the customer base is already established. a. True b. False

Q: Marketing objectives for a bank should be measurable, flexible, and complement its financial objectives. a. True b. False

Q: Marketing is only about advertising and selling goods. a. True b. False

Q: If a problem arises with a customer, employees need to follow up on the situation to make sure that it has been corrected. a. True b. False

Q: It is acceptable to argue with a customer when you are absolutely certain that you are correct. a. True b. False

Q: Most modern, sophisticated customers no longer expect employees to use phrases such as thank you and excuse me. They only want to transact their business as quickly as possible. a. True b. False

Q: A press release describing an employees promotion would not typically be part of a banks public relations activities. a. True b. False

Q: A public relations campaign includes activities associated with areas such as customer relations, marketing, and advertising. a. True b. False

Q: Sponsoring sports teams is one way a bank can help create a favorable impression with the public. a. True b. False

Q: Discuss some common sense precautions you can take to prevent becoming a victim of identity theft.​

Q: What is a straw buyer?

Q: What are the powers of the Public Company Accounting Oversight Board, established by the Sarbanes-Oxley Act of 2002?

Q: Describe two distinct ways websites can be used for identity theft.

Q: Discuss what is generally covered in the confidentiality section of a banks code of ethics.

Q: Briefly describe some signs of counterfeit checks.

Q: What is the difference between a morning glory bank robbery and a takeover bank robbery?

Q: Briefly describe some of the safety devices mentioned in the text that are used to physically secure modern banks.

Q: Define​ethics.

Q: What can banks do to protect computer records from computer hackers and other cyberthieves?