Chapter 3 - Human Resources

Question 1

In human resources planning, the brokerage must…

Answer 1

• Assess if the current staff can produce results anticipated in strategic plan.
• Estimate needs early, to avoid crash hiring process.
• Hire qualified staff.
• Contingency plan, if qualified staff cannot be found in time
• Create job descriptions.
• Plan must allow for modification.

Question 2

3 aspects of selection process.

Answer 2

1. Recruitment.
2. Screening and Interviewing.
3. Hiring

Question 3

5 advantages of recruiting from within

Answer 3

1. Training and orientation costs are minimal.
2. Faster hiring process, maintaining customer service.
3. Takes guesswork out of hiring.
4. Improves morale.
5. Reduces turnover.

Question 4

Screening Procedures.

Answer 4

1. Application form.
2. Resume.
3. Employment Interview.
4. Testing.
5. Reference checks.

Question 5

What should orientation include?

Answer 5

• Intro to coworkers.
• Tour of office.
• Enrollment in benefits.
• Review position description.
• Explanation of performance expectations (most critical)

Question 6

4 ongoing training programs

Answer 6

1. Quality service training
2. Sales training
3. Product knowledge training
4. Leadership training

Question 7

5 areas that sales training should emphasize

Answer 7

1. Listening skills
2. Problem solving
3. Consultative selling
4. Building trust
5. Follow-up

Question 8

Elements of a training plan.

Answer 8

1. Who is being trained?
2. What is the subject of training?
3. Why are we training?
4. How will training be evaluated?

Question 9

3 types of training.

Answer 9

• On the job.
• Classroom.
• Computer.

Question 10

What is a ‘non-piracy’ clause?

Answer 10

• Doesn’t restrict employees from working in insurance after leaving.
• Does restrict them from taking accounts from previous employer.

Question 11

What is a career path?

Answer 11

Developing employees to become suitable for senior positions in the future.

Question 12

What is the best way to manage employee performance?

Answer 12

-Giving equal weight to quantity of business as well as quality of work and service.