ADRA Leadership & Team Management 5

Question 1

What does 'span of control' refer to?

Accepted Answer

The number of direct reports a manager supervises

Answer

Span of control is how many employees report directly to one manager.

Question 2

Under Kotter's 8-step change model, what is the first step when rolling out a new CRM system?

Accepted Answer

Create a sense of urgency

Answer

Kotter's model begins by building urgency so people understand why change is needed.

Question 3

Cancellations spike within 90 days for clients enrolled by two specific agents. What is the best leadership action?

Accepted Answer

Audit those agents' enrollment calls for misrepresentation or poor expectation setting

Answer

Early cancellations concentrated with certain agents often signal sales practice problems that require review.

Question 4

Under the TSR, how often must outbound calling lists be scrubbed against the National Do Not Call Registry?

Accepted Answer

At least every 31 days

Answer

The TSR safe harbor requires using a version of the Registry obtained no more than 31 days before the call.

Question 5

Under the TSR, during what hours may agents place outbound telemarketing calls?

Accepted Answer

8 a.m. to 9 p.m. called party's local time

Answer

Telemarketing calls are restricted to between 8 a.m. and 9 p.m. in the consumer's local time zone.

ADRA - Accredited Debt Relief Agent Practice Test