CIC AGENCY MANAGEMENT ALL LESSONS COMPREHENSIVE EXAM SCRIPT
COMPLETE QUESTIONS VERIFIED SOLUTIONS
CIC Agency Management ALL Lessons 2026/2027
Comprehensive EXAM Questions Questions and
Answers Verified Solutions Latest Update
Question:
Reasons clients leave.
Answer:
1. feel unappreciated or taken for grated by an agency 2. believe problems are handled ineffectively
3. perceive better value elsewhere 4. feel uncomfortable with changes within an agency 5.
dissatisfied with a customer service representative
Question:
Three guiding principle to help an agency build a long-lasting relationship.
Answer:
1. Build rapport and trust 2. Provide quality customer service 3. Educate clients
Question:
Communication techniques to help clients feel of importance.
Answer:
1. empathize 2. listen to learn 3. consider each clients individual experiences and needs 4. ask
thoughtful questions 5. be honest
Question:
Expectations of an agency.
Answer:
1. understand the distinctions of the clients industry and recognize clients exposures 2. provide
constant personal attention including reviewing a clients needs and being available around the clock
,Question:
Efforts an agency can make to demonstrate good customer care.
Answer:
1. Establish a positive approach or procedure for dealing with complaints 2. Say thank you after
every service conversation 3. Give appropriate gifts when granted
Question:
An agency can take specific steps like, to increase retention.
Answer:
1. evaluate the potential for increased profit through higher retention 2. Identify opportunities to
increase retention such as improved services, processes, etc. 3. setting reasonable retention goals
Question:
Profitability is.
Answer:
the "bottom dollar" after each cost is accounted for
Question:
Soft costs.
Answer:
Costs attached to the services required to implement technology ex. Providing employee training,
productivity losses which result in back log, auditing, reporting
Question:
Considerations of soft costs makes it necessary for an agency to ask:.
Answer:
, 1. Does the producer have the expertise to secure and account, or a mentor required? A mentor takes
time from their work, which affect prospecting and selling time 2. Is staff support required to secure
a new client? 3. What roles do validation and bonus schedules play in calculations of profitability?
Question:
Hard costs.
Answer:
the costs of providing physical tools and spaces for those tools ex. rent, fixed equipment expenses
Question:
Insurtech is.
Answer:
the application of technology innovations aimed at reducing costs and increasing efficiency across
current industry models
Question:
Consequences implementations have several consequences including:.
Answer:
1. Increases productivity 2. Improves the customer experience 3. Helps build consistency 4. Increase
employee satisfaction 5. Offers flexibility
Question:
The five levels of utilization.
Answer:
1. Essential Utilization 2. Defined Utilization 3. Managed Utilization 4. Quantified Utilization 5.
Optimized Utilization
Question:
COMPLETE QUESTIONS VERIFIED SOLUTIONS
CIC Agency Management ALL Lessons 2026/2027
Comprehensive EXAM Questions Questions and
Answers Verified Solutions Latest Update
Question:
Reasons clients leave.
Answer:
1. feel unappreciated or taken for grated by an agency 2. believe problems are handled ineffectively
3. perceive better value elsewhere 4. feel uncomfortable with changes within an agency 5.
dissatisfied with a customer service representative
Question:
Three guiding principle to help an agency build a long-lasting relationship.
Answer:
1. Build rapport and trust 2. Provide quality customer service 3. Educate clients
Question:
Communication techniques to help clients feel of importance.
Answer:
1. empathize 2. listen to learn 3. consider each clients individual experiences and needs 4. ask
thoughtful questions 5. be honest
Question:
Expectations of an agency.
Answer:
1. understand the distinctions of the clients industry and recognize clients exposures 2. provide
constant personal attention including reviewing a clients needs and being available around the clock
,Question:
Efforts an agency can make to demonstrate good customer care.
Answer:
1. Establish a positive approach or procedure for dealing with complaints 2. Say thank you after
every service conversation 3. Give appropriate gifts when granted
Question:
An agency can take specific steps like, to increase retention.
Answer:
1. evaluate the potential for increased profit through higher retention 2. Identify opportunities to
increase retention such as improved services, processes, etc. 3. setting reasonable retention goals
Question:
Profitability is.
Answer:
the "bottom dollar" after each cost is accounted for
Question:
Soft costs.
Answer:
Costs attached to the services required to implement technology ex. Providing employee training,
productivity losses which result in back log, auditing, reporting
Question:
Considerations of soft costs makes it necessary for an agency to ask:.
Answer:
, 1. Does the producer have the expertise to secure and account, or a mentor required? A mentor takes
time from their work, which affect prospecting and selling time 2. Is staff support required to secure
a new client? 3. What roles do validation and bonus schedules play in calculations of profitability?
Question:
Hard costs.
Answer:
the costs of providing physical tools and spaces for those tools ex. rent, fixed equipment expenses
Question:
Insurtech is.
Answer:
the application of technology innovations aimed at reducing costs and increasing efficiency across
current industry models
Question:
Consequences implementations have several consequences including:.
Answer:
1. Increases productivity 2. Improves the customer experience 3. Helps build consistency 4. Increase
employee satisfaction 5. Offers flexibility
Question:
The five levels of utilization.
Answer:
1. Essential Utilization 2. Defined Utilization 3. Managed Utilization 4. Quantified Utilization 5.
Optimized Utilization
Question:
