CMC Client Relationship Management 5

Question 1

When building a client account plan, which element is most critical to define first?

Accepted Answer

The client's strategic priorities and how the firm's capabilities align to them

Answer

Client-centric account plans anchor on the client's own agenda, ensuring that growth opportunities emerge from genuine alignment rather than the firm's revenue goals.

Question 2

A consultant discovers that a peer on the same engagement has misled the client about project status. What is the appropriate CMC response?

Accepted Answer

Raise the concern internally with engagement leadership immediately and recommend corrective disclosure

Answer

CMC standards require consultants to address integrity breaches through proper internal channels, which typically leads to corrective client communication.

Question 3

What does 'service recovery paradox' mean in a client relationship context?

Accepted Answer

A client who experiences a problem that is excellently resolved can end up more loyal than if no problem had occurred

Answer

Effective recovery demonstrates responsiveness and accountability in ways that normal delivery cannot, sometimes deepening trust beyond its pre-failure level.

Question 4

Which practice best ensures knowledge continuity when a key consultant transitions off a client account?

Accepted Answer

Conduct a structured handover with shadowing, documented relationship context, and a formal client introduction to the successor

Answer

A structured handover that includes relationship context and a warm client introduction preserves trust continuity that documentation alone cannot provide.

Question 5

A client requests that the consultant sign a non-disclosure agreement (NDA) at the engagement's start. What is the correct CMC stance?

Accepted Answer

Review and sign appropriate NDAs as a standard professional obligation that protects client confidentiality

Answer

NDAs are standard instruments of professional trust; a CMC should treat client confidentiality as a core obligation and formalize it when requested.

(CMC) Chartered Management Consultant Practice Test

(CMC) Chartered Management Consultant Practice Test

CMC Client Relationship Management 5