Client Needs Assessment & Counseling Flashcards
7 cards from real CMC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Needs Assessment & Counseling flashcards as text
A client is moving internationally and asks whether their US household insurance will cover belongings in transit. What should the CMC advise?
Answer: Recommend the client verify coverage with their insurer and consider purchasing dedicated transit insurance
Standard US homeowners policies often exclude or limit international transit coverage; clients should verify with their insurer and consider add-on protection.
What does a 'binding not-to-exceed' estimate mean, and why is it significant during client counseling?
Answer: The client pays the lower of the estimated price or the actual cost based on weight
A binding not-to-exceed estimate protects the client by ensuring they never pay more than quoted, but could pay less if actual weight is lower.
During counseling, a client becomes upset that the estimate is higher than a competitor's quote. The BEST response is to:
Answer: Explain the value differences, services included, and liability coverage in your estimate versus the competitor's
A professional CMC educates clients on what drives estimate differences rather than competing on price alone.
A client with mobility limitations asks whether the crew can move items within their new home after delivery. What service does this describe and what must be disclosed?
Answer: Placement and arrangement service — additional labor time and cost may apply
Post-delivery placement is an accessorial service that typically incurs additional charges and must be disclosed during the estimate.
A client is relocating for work and asks the CMC to provide documents for their employer's relocation reimbursement. What is the consultant's role?
Answer: Provide all requested invoices, estimates, and service documentation in a timely manner
Supporting corporate relocation documentation is a standard CMC customer service function that facilitates reimbursement for the client.
When assessing storage needs during a move, which question is MOST critical to ask the client?
Answer: How long do you anticipate needing storage and what items will be stored?
Duration and item type determine whether short-term vaulted storage, long-term warehouse, or climate-controlled options are appropriate.
A client asks the CMC to guarantee a specific delivery date for a long-distance move. The consultant should:
Answer: Explain spread windows for interstate moves and clarify what a guaranteed delivery option involves and costs
Interstate moves typically operate on delivery spread windows; guaranteed delivery is a premium service with additional cost that must be explained.