The implementation and use of a resident portal can increase the effectiveness of the staff's:
A. Adherence to fair housing laws.
B. Lead response time and closing rates.
C. Communication with the apartment community.
D. Social media use and relationship marketing efforts. - answer✔✔C. Communication with the
apartment community.
Which focus in a sales presentation is MOST likely to increase a leasing professional's
effectiveness?
A. Online presence
B. Emotional appeal
C. Financial promotions
D. Fair housing compliance - answer✔✔B. Emotional appeal
What are the physical changes made to an apartment home or common area to protect the fair
housing rights of persons with disabilities?
A. Accommodations
B. Considerations
C. Modifications
D. Regulations - answer✔✔C. Modifications
Who is responsible for the accuracy of data collected on a resident application?
A. Applicant
B. Property manager
C. Leasing professional
D. Employment status - answer✔✔C. Rental history
Which term BEST describes a situation in which a leasing professional takes prospects through
the community in a pre-planned or personalized manner to show off the office, amenities,
common areas, and/or model homes?
A. Tour route
B. Relationship sale
C. Branding promotion
D. External assessment - answer✔✔A. Tour route
Which technique is MOST appropriate for limiting distractions while on the telephone with a
prospective resident?
A. Use multitasking techniques that allow for increased performance.
B. Position the desk chair to face the wall rather than nearby coworkers.
C. Request that the prospective resident call back at an appointed time.
D. Prohibit other residents from entering the office by locking the door. - answer✔✔B. Position
the desk chair to face the wall rather than nearby coworkers.
When a resident reports an unpleasant incident on the community's property, what is the FIRST
action the leasing professional should take?
A. Express concern and/or sympathy for the resident.
B. Investigate the incident and those involved.
C. Ask the community manager to intervene.
D. Explain to the resident that he/she should stay calm. - answer✔✔A. Express concern and/or
sympathy for the resident.
Which method is BEST for maintaining an effective and reliable maintenance team?
A. Establish hefty consequences for inadequate work.
D. Demonstrate examples of good and bad service performance. - answer✔✔B. Provide
feedback and recognition for all work performed.
Discrimination due to disparate impact means that a policy or procedure:
A. Negatively affects persons of a particular age group.
B. Has different impacts on persons of certain protected classes.
C. Adversely affects persons who do not have the capacity to legally abide. D. Violates the
rights of persons as given in the Fair Credit Reporting Act. - answer✔✔B. Has different impacts
on persons of certain protected classes.
All of the following are part of an apartment community's curb appeal EXCEPT the:
A. Website.
B. Leasing center.
C. Model apartment(s).
D. Maintenance office. - answer✔✔D. Maintenance office.
The key to a good sales presentation is to match the prospect's wants and needs to the
community's:
A. Price and location.
B. Demographics and lifestyle.
C. Expectations and availability.
D. Features and benefits - answer✔✔D. Features and benefits
Which piece of information is critical for the leasing professional to inquire about when meeting
a prospective resident?
A. The source of the lead
B. The prospect's ethnicity
C. The prospect's budget range
D. The prospect's credit rating - answer✔✔A. The source of the lead
Which is the BEST way for leasing professionals to learn what their community's competing
properties are offering?
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