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Innovation & Change Management Flashcards

7 cards from real ADRA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Innovation & Change Management flashcards as text

  1. A debt settlement firm plans to launch an online-only enrollment process. Under the FTC Telemarketing Sales Rule, which requirement still applies if any part of the sale involves an outbound or inbound telephone call?

    Answer: The advance-fee ban on debt relief services

    The TSR's debt relief provisions, including the advance-fee ban, apply whenever the transaction involves telemarketing calls, even when enrollment is partly online.

  2. In Kotter's 8-step change model, what is the FIRST step a debt relief company should take before rolling out a new client portal?

    Answer: Create a sense of urgency

    Kotter's model begins by establishing urgency so staff understand why the change is needed.

  3. A firm introduces an AI chatbot to answer client questions about settlement progress. Which practice best manages compliance risk?

    Answer: Reviewing chatbot scripts so they never promise specific results or savings that cannot be substantiated

    Automated tools are bound by the same rules against deceptive or unsubstantiated claims as human agents.

  4. Which change management model uses the stages Awareness, Desire, Knowledge, Ability, and Reinforcement?

    Answer: ADKAR

    Prosci's ADKAR model focuses on individual change through those five stages.

  5. A debt relief agency pilots a new e-signature workflow with a small group of clients before company-wide rollout. This approach is best described as:

    Answer: A controlled pilot to reduce implementation risk

    Piloting with a limited group allows issues to be identified and fixed before full deployment.

  6. Long-tenured negotiators resist a new settlement-tracking software. What is the most effective first response from management?

    Answer: Involve them in testing and gather their feedback on workflow concerns

    Involving resisters builds ownership and surfaces legitimate practical concerns.

  7. When a new state law changes debt relief licensing requirements, which action best reflects sound change management for an accredited firm?

    Answer: Update policies, retrain staff, and document compliance before the effective date

    Proactive policy updates, training, and documentation ensure compliance by the effective date; accreditation does not override state law.

How this page was made: written with AI tools and published by Nathan Beja, founder of Practice Test Geeks, who is responsible for its content. Exam facts are checked against the official sources listed below. Not reviewed by a subject-matter expert. Editorial policy

Sources & references

Exam facts on this page (fees, format, dates, passing scores) are checked against these official sources; the date is our last check. Editorial policy

  1. fid.nv.gov — Eligibility · verified Oct 2026
  2. iapda.org — Passing score, retake policy, fees, renewal · verified Oct 2026