Leadership & Team Management Flashcards

In FTC enforcement actions, which statement about agent misrepresentations is generally true?

Answer: The company can be held liable for representations made by its agents

Companies are responsible for what their sales representatives tell consumers.

Why should leaders require agents to use approved call scripts?

Answer: To ensure required disclosures are delivered consistently

Approved scripts help every agent deliver mandatory disclosures accurately on every call.

What is the primary purpose of a Performance Improvement Plan (PIP)?

Answer: To define specific deficiencies, measurable goals, a timeline, and support

A PIP gives the employee a clear, fair path to meet expectations within a set period.

Which behavior best characterizes transformational leadership?

Answer: Inspiring a shared vision and giving individual consideration

Transformational leaders motivate through vision, inspiration, and attention to each person's development.

An agent asks if they can tell prospects their credit scores will not be affected by debt settlement. How should the leader respond?

Answer: No, settlement programs typically harm credit and that must not be misrepresented

Stopping creditor payments and settling debts usually lowers credit scores, so denying that is a misrepresentation.

In the SBI feedback model, what does SBI stand for?

Answer: Situation, Behavior, Impact

SBI frames feedback around when it happened, what was observed, and its effect.

An agent suspects an elderly caller may not understand the program terms. What should the team's protocol require?

Answer: Escalate to a supervisor and follow vulnerable-consumer procedures

Vulnerable-consumer procedures protect clients and the company from unsuitable or unfair enrollments.