CMC Client Needs Assessment & Counseling 2 — Questions and Answers
Question 1: During a pre-move survey, a client mentions they have a 500-gallon fish tank. What is the consultant's FIRST priority?
- Schedule a specialty vendor for the tank (Correct answer)
- Note it as standard household goods
- Ask whether the client wants to keep the fish or rehome them
- Inform the client that fish tanks cannot be moved
Correct answer: Schedule a specialty vendor for the tank
Large aquariums require specialty vendors with proper equipment and expertise to disassemble, transport water/livestock safely, and reassemble.
Question 2: A client expresses anxiety about leaving their childhood home of 40 years. How should the CMC respond?
- Redirect the conversation immediately to logistics
- Acknowledge the emotional difficulty and allow the client to express feelings before proceeding (Correct answer)
- Suggest the client see a therapist before the move
- Provide a checklist to keep the client focused on tasks
Correct answer: Acknowledge the emotional difficulty and allow the client to express feelings before proceeding
Effective counseling requires empathy; acknowledging emotions builds trust and helps the client feel supported throughout the process.
Question 3: Which question BEST helps a consultant determine whether a client needs full-service packing versus self-packing?
- How many boxes do you own?
- Do you have time, physical ability, and comfort to pack your own belongings? (Correct answer)
- Have you ever moved before?
- How many rooms does your home have?
Correct answer: Do you have time, physical ability, and comfort to pack your own belongings?
Assessing the client's time, physical capability, and comfort level guides the appropriate service recommendation.
Question 4: A client wants to move a grand piano but lives in a third-floor walk-up at both origin and destination. What should the consultant do?
- Decline to move the piano entirely
- Assess staircase dimensions and inform the client of potential rigging or crane costs (Correct answer)
- Charge standard piano rates and note the stairs
- Ask another mover to handle only the piano
Correct answer: Assess staircase dimensions and inform the client of potential rigging or crane costs
Staircase access affects method and cost; the consultant must assess feasibility and communicate any specialty rigging requirements.
Question 5: During needs assessment, a client discloses they are going through a divorce and the move is court-ordered. What is the consultant's best approach?
- Ask for the court order to verify
- Remain neutral, focus on service needs, and avoid taking sides (Correct answer)
- Refuse to move until legal matters are resolved
- Contact the client's attorney for guidance
Correct answer: Remain neutral, focus on service needs, and avoid taking sides
The CMC must remain professionally neutral in legally sensitive situations and focus on fulfilling the moving service safely.
Question 6: A client requests that all items be inventoried at the item level rather than by carton. What should the consultant consider?
- Item-level inventory is not possible and should be declined
- The significantly increased labor cost and time, which must be disclosed to the client (Correct answer)
- Item-level inventory is the standard and costs nothing extra
- Only fragile items require item-level inventory
Correct answer: The significantly increased labor cost and time, which must be disclosed to the client
Item-level inventorying is far more labor-intensive than carton-level and will increase costs that must be transparently communicated.
Question 7: Which factor is MOST important when counseling a senior client relocating to an assisted living facility?
- Distance between origin and destination
- Downsizing needs, sentimental item handling, and coordination with facility move-in rules (Correct answer)
- Whether the client owns or rents their current home
- The number of family members helping on move day
Correct answer: Downsizing needs, sentimental item handling, and coordination with facility move-in rules
Senior relocations involve unique emotional and logistical considerations including downsizing, precious item handling, and compliance with facility restrictions.
CMC Client Needs Assessment & Counseling 2
During a pre-move survey, a client mentions they have a 500-gallon fish tank.
What is the consultant's FIRST priority?