CIC AGENCY MANAGEMENT EXAMS TEST PAPER
QUESTIONS AND ANSWERS SURE A+
✔✔A successful agency should recruit, hire, manage, and develop good employees by
asking - ✔✔Who - Define the type of person the agency wants to recruit and retain
What - Describe the ideal employees profile
Why - Hiring the right employee makes a huge difference to the success of an agency.
Hire people who embrace the agency culture and who will become leaders within the
agency
✔✔Larger businesses may be able to offer ___________________ where as smaller
agencies can _________________________________ - ✔✔larger compensation
packages
attract and retain good employees by building and sustaining healthy work
environments and providing unique perks, benefits, and professional development
✔✔To ensure a successful selection process and agency must - ✔✔1. Prove the
interview is work-related
2. Demonstrate that the results of the interview accurately predict work performance
,3. Demonstrate that the interview is conducted consistently among all candidates
4. Demonstrate the results do not adversely affect protected groups
✔✔Laws to prevent unfair selection procedures - ✔✔1. Equal Pay Act
2. Fair Credit Reporting Act
3. Employee Harassment
4. 1990 Americans with Disabilities Act
5. Immigration Reform & Control Act
✔✔Resume is a pre-screening tool and an agency should look at indications like - ✔✔1.
Educational Background
2. Specific Achievements
3. Stability and Career Direction
4. Time in each position
5. Relevant Experience
✔✔Warning signs on a resume include - ✔✔1. Excessively lengthy descriptions of
education
2. Frequent Position Changes
3. Gaps in employment
✔✔Guidelines to follow to conduct a successful interview - ✔✔1. Interview in a quiet
location and protect against disturbances
2. Determine the length of time the interview will last
3. Follow a consistent interview format
4. Follow your plan, listen and be objective
5. Use questions that generate information about the candidates previous experience
✔✔S-T-A-R - ✔✔Situation, Task, Action, Result
interview strategy to evoke responses to competency-focused questions
✔✔Examples of STAR questions - ✔✔1. Whats most important to you in your work?
2. What does a cohesive team look like?
3. Talk about a time you went out of your way to assist a colleague
4. Give another example of something positive you did for a colleague
✔✔Common mistakes of interviewing - ✔✔1. Creating an expectation Gap
2. Halo effect - tendency to attribute positive characteristics to people who appear more
attractive
3. Conversation Control
✔✔Ways to determine if a candidate qualifies for a position - ✔✔1. MVR
2. Credit Check
3. Criminal background check
, ✔✔Primary purpose of compensation - ✔✔to provide a link between attracting,
retaining, and paying good agency employees and meeting the agency's business
needs
✔✔An agency should obtain a survey of compensation within the agency operating area
seeking information like - ✔✔1. Worker availability
2. Employee Benefits
3. Working Conditions
4. Job Security
✔✔3 Types of compensation - ✔✔1. Entry-Level
2. Mid-Level
3. Maximum Level
✔✔Bonuses can be - ✔✔Employee-based
Department-based
Agency-based
✔✔Compensation decisions should consider - ✔✔1. Geographical Location of the
position
2. Fair compensation within this location
3. Jurisdictional regulations
4. Whether working remotely is possible
5. Comparative measures of current staff compensation
✔✔Employment Agreements must address - ✔✔1. What is expected of the employee
2. How the employee will be compensated
3. Who owns the book of business
4. how "for cause" separation will be addressed
✔✔Additional types of agreements an agency may want to consider using - ✔✔1.
Employee Non-Disclosure and Confidentiality Agreement
2. Non-Compete Agreement
3. Non-Piracy Agreement
✔✔An effective employee manual: - ✔✔1. establish expectations and define boundaries
2. protects employers from liability by clearly communicating policies and procedures
3. Presents specific and practical information related to policies, procedures, and
benefits
4. Explains company policies regarding the use of company equipment
✔✔Employee manuals should: - ✔✔1. Identify and reinforce and agency's value, vision,
and mission
2. Identify and reinforce ethical and performance-related standards
QUESTIONS AND ANSWERS SURE A+
✔✔A successful agency should recruit, hire, manage, and develop good employees by
asking - ✔✔Who - Define the type of person the agency wants to recruit and retain
What - Describe the ideal employees profile
Why - Hiring the right employee makes a huge difference to the success of an agency.
Hire people who embrace the agency culture and who will become leaders within the
agency
✔✔Larger businesses may be able to offer ___________________ where as smaller
agencies can _________________________________ - ✔✔larger compensation
packages
attract and retain good employees by building and sustaining healthy work
environments and providing unique perks, benefits, and professional development
✔✔To ensure a successful selection process and agency must - ✔✔1. Prove the
interview is work-related
2. Demonstrate that the results of the interview accurately predict work performance
,3. Demonstrate that the interview is conducted consistently among all candidates
4. Demonstrate the results do not adversely affect protected groups
✔✔Laws to prevent unfair selection procedures - ✔✔1. Equal Pay Act
2. Fair Credit Reporting Act
3. Employee Harassment
4. 1990 Americans with Disabilities Act
5. Immigration Reform & Control Act
✔✔Resume is a pre-screening tool and an agency should look at indications like - ✔✔1.
Educational Background
2. Specific Achievements
3. Stability and Career Direction
4. Time in each position
5. Relevant Experience
✔✔Warning signs on a resume include - ✔✔1. Excessively lengthy descriptions of
education
2. Frequent Position Changes
3. Gaps in employment
✔✔Guidelines to follow to conduct a successful interview - ✔✔1. Interview in a quiet
location and protect against disturbances
2. Determine the length of time the interview will last
3. Follow a consistent interview format
4. Follow your plan, listen and be objective
5. Use questions that generate information about the candidates previous experience
✔✔S-T-A-R - ✔✔Situation, Task, Action, Result
interview strategy to evoke responses to competency-focused questions
✔✔Examples of STAR questions - ✔✔1. Whats most important to you in your work?
2. What does a cohesive team look like?
3. Talk about a time you went out of your way to assist a colleague
4. Give another example of something positive you did for a colleague
✔✔Common mistakes of interviewing - ✔✔1. Creating an expectation Gap
2. Halo effect - tendency to attribute positive characteristics to people who appear more
attractive
3. Conversation Control
✔✔Ways to determine if a candidate qualifies for a position - ✔✔1. MVR
2. Credit Check
3. Criminal background check
, ✔✔Primary purpose of compensation - ✔✔to provide a link between attracting,
retaining, and paying good agency employees and meeting the agency's business
needs
✔✔An agency should obtain a survey of compensation within the agency operating area
seeking information like - ✔✔1. Worker availability
2. Employee Benefits
3. Working Conditions
4. Job Security
✔✔3 Types of compensation - ✔✔1. Entry-Level
2. Mid-Level
3. Maximum Level
✔✔Bonuses can be - ✔✔Employee-based
Department-based
Agency-based
✔✔Compensation decisions should consider - ✔✔1. Geographical Location of the
position
2. Fair compensation within this location
3. Jurisdictional regulations
4. Whether working remotely is possible
5. Comparative measures of current staff compensation
✔✔Employment Agreements must address - ✔✔1. What is expected of the employee
2. How the employee will be compensated
3. Who owns the book of business
4. how "for cause" separation will be addressed
✔✔Additional types of agreements an agency may want to consider using - ✔✔1.
Employee Non-Disclosure and Confidentiality Agreement
2. Non-Compete Agreement
3. Non-Piracy Agreement
✔✔An effective employee manual: - ✔✔1. establish expectations and define boundaries
2. protects employers from liability by clearly communicating policies and procedures
3. Presents specific and practical information related to policies, procedures, and
benefits
4. Explains company policies regarding the use of company equipment
✔✔Employee manuals should: - ✔✔1. Identify and reinforce and agency's value, vision,
and mission
2. Identify and reinforce ethical and performance-related standards
