ADRA Leadership & Team Management 2

Question 1

A supervisor hears an agent promising a prospect that their debts will settle for exactly 40% of the balance. What is the best first step?

Accepted Answer

Privately coach the agent on prohibited guarantees and document the conversation

Answer

Settlement outcomes cannot be guaranteed, so prompt documented coaching corrects the misrepresentation and creates a compliance record.

Question 2

Which KPI best balances sales productivity with client outcomes for a debt relief team?

Accepted Answer

Client program completion rate

Answer

Completion rate reflects whether enrolled clients were suitable and properly informed, not just sold.

Question 3

Under the FTC Telemarketing Sales Rule, a manager must ensure fees are not collected until when?

Accepted Answer

At least one debt is settled and the client has made at least one payment under that settlement

Answer

The TSR advance-fee ban prohibits collecting fees until a debt is resolved and the consumer has paid toward that settlement.

Question 4

Under Situational Leadership, which style fits a newly hired agent who is enthusiastic but lacks product and compliance knowledge?

Accepted Answer

Directing

Answer

Low competence with high commitment calls for a directing style with clear instructions and close supervision.

Question 5

What is the primary leadership purpose of routine call monitoring in a debt relief operation?

Accepted Answer

Verifying quality and compliance with required disclosures

Answer

Call monitoring confirms agents give accurate disclosures and follow approved processes.

ADRA - Accredited Debt Relief Agent Practice Test