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 asks what happens if the mover causes damage to their flooring during the move. What should the CMC explain?
Answer: The mover's liability for property damage and the process for filing a damage claim after the move
Clients should understand the mover's liability for third-party property damage and the proper claims process to set accurate expectations.
A client discloses they have a gun safe weighing 800 lbs. What specialized assessment must the CMC conduct?
Answer: Confirm the gun safe is declared on the inventory and assess floor load capacity, access routes, and specialty equipment needed
Extremely heavy items require route and floor load assessment, plus specialty equipment like hydraulic dollies or skates, all of which must be pre-planned.
When a client asks about the difference between Full Value Protection and Released Value, the CMC should explain that Released Value:
Answer: Offers minimal protection at no additional charge, typically at $0.60 per pound per article
Released Value is the default minimum valuation at $0.60/lb/article — it is free but provides very limited protection for high-value items.
A client says they want to be present during the entire loading process. The CMC should:
Answer: Acknowledge the request, note any access or safety protocols the client should follow, and confirm with operations
Client presence during loading is a reasonable request; the CMC should accommodate it while communicating any safety protocols.
During the counseling phase, what is the purpose of reviewing the Order for Service with the client?
Answer: To confirm all agreed-upon services, dates, and charges before work begins, ensuring mutual understanding
The Order for Service documents the agreed scope of work and protects both parties by establishing clear mutual expectations before the move.
A client has items in a self-storage unit that need to be included in the move. What must the CMC do during the survey?
Answer: Arrange to physically survey the storage unit contents to accurately assess volume and access
Unsurveyed storage units frequently lead to estimate revisions on move day; a physical survey of the unit is required for accuracy.
What is the BEST way for a CMC to conclude a client counseling session?
Answer: Summarize all agreed services, review next steps and timelines, answer remaining questions, and confirm contact information
A proper close to the counseling session ensures alignment, builds client confidence, and reduces last-minute surprises on move day.