CIC AGENCY MANAGEMENT 2026 ALL
EXAMINERS SET QUESTIONS AND ANSWERS
SURE A+
✔✔Factors that influence or create an agency brand: - ✔✔- The quality of personal
relationships
- Better coverage than coverage offered by other agencies
- Better personal service through direct and anytime contact
- Better overall value
- A welcoming, secure, comfortable environment in which clients know they are valued
- A willingness and ability to solve problems
✔✔Five Steps to Marketing Success - ✔✔1. Identify a target market
2. Evaluate resources
3. Develop the marketing plan
4. Apply metrics
5. Analyze the plan's success
✔✔Effective Marketing Efforts - ✔✔- Telemarketing
- TV and radio spots
- email blasts
- trade and community organization membership
- presence at trade shows
, ✔✔Three components of a client-retention process designed to capture, improve, and
sustain client relationships: - ✔✔1. Build rapport and trust
2. Provide quality customer service
3. Educate clients
✔✔Cross-selling - ✔✔the process of extending a client's coverage by enhancing an
existing policy or adding new policies
✔✔Distribution of Client-Retention Responsibilities - ✔✔- An Agency Owner
- An Agency Producer, Account Executive, Account Manager, and Account Manager
Team
- Company Personnel
✔✔Dissatisfied clients report leaving an agency because they: - ✔✔- feel unappreciated
or taken for granted by an agency and its staff
- believe that problems are handled ineffectively
- work with agents lacking the technological skills or tools required to provide adequate
customer service
- experience ineffective adjustment of a claim, or simply, poor claims handling
- perceive better value elsewhere
- feel uncomfortable with changes within an agency, particularly the loss of a trusted
agent
- are dissatisfied with a customer service representative, a producer, the insurance
company, or the product
- experience personal changes that lead to change, such as new personal relationships,
relocation, or employment changes
✔✔Five Benefits of Technology - ✔✔- Technology increases revenue
- Technology allows measurement
- Technology improves the customer experience
- Technology helps build a consistent experience
- Technology can increase employee satisfaction
✔✔The Five Levels of Utilization - ✔✔Level 1 — Essential Utilization
Level 2 — Defined Utilization
Level 3 — Managed Utilization
Level 4 — Quantified Utilization
Level 5 — Optimized Utilization
✔✔Essential Utilization - ✔✔- technology is used minimally
- only the basic features of these tools are being used
✔✔Defined Utilization - ✔✔- begins to define workflows and procedures that provide the
most practical and effective use of technology
EXAMINERS SET QUESTIONS AND ANSWERS
SURE A+
✔✔Factors that influence or create an agency brand: - ✔✔- The quality of personal
relationships
- Better coverage than coverage offered by other agencies
- Better personal service through direct and anytime contact
- Better overall value
- A welcoming, secure, comfortable environment in which clients know they are valued
- A willingness and ability to solve problems
✔✔Five Steps to Marketing Success - ✔✔1. Identify a target market
2. Evaluate resources
3. Develop the marketing plan
4. Apply metrics
5. Analyze the plan's success
✔✔Effective Marketing Efforts - ✔✔- Telemarketing
- TV and radio spots
- email blasts
- trade and community organization membership
- presence at trade shows
, ✔✔Three components of a client-retention process designed to capture, improve, and
sustain client relationships: - ✔✔1. Build rapport and trust
2. Provide quality customer service
3. Educate clients
✔✔Cross-selling - ✔✔the process of extending a client's coverage by enhancing an
existing policy or adding new policies
✔✔Distribution of Client-Retention Responsibilities - ✔✔- An Agency Owner
- An Agency Producer, Account Executive, Account Manager, and Account Manager
Team
- Company Personnel
✔✔Dissatisfied clients report leaving an agency because they: - ✔✔- feel unappreciated
or taken for granted by an agency and its staff
- believe that problems are handled ineffectively
- work with agents lacking the technological skills or tools required to provide adequate
customer service
- experience ineffective adjustment of a claim, or simply, poor claims handling
- perceive better value elsewhere
- feel uncomfortable with changes within an agency, particularly the loss of a trusted
agent
- are dissatisfied with a customer service representative, a producer, the insurance
company, or the product
- experience personal changes that lead to change, such as new personal relationships,
relocation, or employment changes
✔✔Five Benefits of Technology - ✔✔- Technology increases revenue
- Technology allows measurement
- Technology improves the customer experience
- Technology helps build a consistent experience
- Technology can increase employee satisfaction
✔✔The Five Levels of Utilization - ✔✔Level 1 — Essential Utilization
Level 2 — Defined Utilization
Level 3 — Managed Utilization
Level 4 — Quantified Utilization
Level 5 — Optimized Utilization
✔✔Essential Utilization - ✔✔- technology is used minimally
- only the basic features of these tools are being used
✔✔Defined Utilization - ✔✔- begins to define workflows and procedures that provide the
most practical and effective use of technology
