ADRA Innovation & Change Management 3

Question 1

In Lewin's change model, the 'Refreeze' stage refers to:

Accepted Answer

Stabilizing new processes so they become the standard way of working

Answer

Refreeze locks in the new behaviors and processes as the norm.

Question 2

A debt relief firm adopts a dedicated account model where client funds are held in an account the client owns and controls. Under the TSR, which feature is required for such accounts?

Accepted Answer

The client may withdraw from the program at any time without penalty and receive the funds, minus earned fees

Answer

The TSR requires the client to own the funds, receive the interest, and be able to withdraw anytime without penalty.

Question 3

Which metric would BEST measure whether a new client-communication app improved retention?

Accepted Answer

Program dropout rate before and after launch

Answer

Comparing dropout rates directly measures the retention impact of the change.

Question 4

A firm wants to use text messaging to contact clients about settlement offers. Which federal law most directly governs consent for automated texts?

Accepted Answer

Telephone Consumer Protection Act (TCPA)

Answer

The TCPA restricts autodialed calls and texts without proper prior consent.

Question 5

What is the primary purpose of a stakeholder analysis before launching a major process change?

Accepted Answer

To identify who is affected, their influence, and how to engage them

Answer

Stakeholder analysis maps affected parties and guides communication and engagement strategy.

ADRA - Accredited Debt Relief Agent Practice Test

ADRA - Accredited Debt Relief Agent Practice Test

ADRA Innovation & Change Management 3