NALP Practice Test Questions and Answers 2023 - 61 Q&A

NALP Practice Test Questions/61 Questions and Answers/100% Correct The implementation and use of a resident portal can increase the effectiveness of the staffs: 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. - Correct Answer -C. Communication with the apartment community. A sales strategy and presentation with which focus is MOST likely to increase a leasing professional's effectiveness. A.Online presence B.Emotional Appeal C.Financial promotions D.Fair housing compliance - Correct Answer -B. Emotional Appeal What are the physical changes made to an apartment home or common area yo protect the fair housing rights of persons with disabilities? A. Accommodations B. Considerations C. Modifications D. Regulations - Correct Answer -C. Modifications Who is responsible for the accuracy of data collected on a resident application? A. Applicant B. Family Status C. Rental history D. Employment Status - Correct Answer -A. Applicant Residential properties are permitted to use which screening criteria to discriminate legally? A. Handicap B. Family Status C. Rental History D. Employment status - Correct 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 ale C. Branding promotion D. External assessment - Correct Answer -A. Tour route Which technique is MOST appropriate for limiting distractions while on the telephone with a prospective resident? A. Use multi-tasking techniques that allow for increased performance. B. Position the desk chair to face the wall rather than nearby co-workers. C. Request that the prospective resident call back at an appointed time. D. Prohibit other residents from entering the office by locking the door. - Correct Answer -B. Position the desk chair to face the wall rather than nearby co-workers. 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. - Correct 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. B. Provide feedback and recognition for all work performed. C. Maintain records of service requests that are closed successfully. D. Demonstrate examples of goo and bad service performance. - Correct Answer -B. Provide feedback and recognition for all work performed. Discrimination due to disparate impact means that a policy of procedure: A. Negatively effects persons of a particular age group. B. Has different impacts on persons of a certain protected class. 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. - Correct Answer -B. Has different impacts on persons of a certain protected class. 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. - Correct 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 - Correct Answer -D. Features and benefits Which piece of information is critical for the leasing professional to inquire about when greeting 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. - Correct 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? A. Ask their own community managers. B. Call the property managers of competing properties. C. Review the promotional materials of competing properties. D. Engage in mystery shopping at competing properties. - Correct Answer -D. Engage in mystery shopping at competing properties. An emotionally appealing sales technique typically involves connecting the features and qualities of the apartment community with the : A. Sales goals of the leasing professional. B. Needs and interests of the prospective residents. C. Feedback and praise provided by current residents. D. Personal experience of the community staff members. - Correct Answer -B. Needs and interests of the prospective residents. Which aspect of an apartment community typically offers the residents the greatest continuing value? A. A diverse resident population. B. Homes that contain modern amenities. C. High-quality preventative maintenance services. D. Easy-to-use rent payment and resident portal services. - Correct Answer -C. High-quality preventative maintenance services. Which two types of impairments are generally considered disabilities? A. Physical and mental B. Physical and economic C. Social and economic D. Social and mental - Correct Answer -A. Physical and mental Which of the following classes is protected from discrimination by fair housing laws? A. Economic status B. Employment status C. National origin D. Sexual Orientation - Correct Answer -C. National origin Which question is open-ended? A. "What brought you in to our community today?" B "Are you looking for a one-, two-, or three-bedroom home?" C. "Will you be completing the application with a co-signer?" D. "Do you have more than one vehicle you'll be parking here?" - Correct Answer -A. "What brought you in to our community today?" What is the difference between a feature and a benefit? A. A benefit is what a resident needs' a feature is what a resident wants. B. A benefit is what a resident wants; a feature is why the resident wants a benefit. C. A feature is what a resident needs; a benefit is why a resident needs the feature. D. A feature is an item or an amenity; a benefit is what the feature does for a resident. - Correct Answer -D. A feature is an item or an amenity; a benefit is what the feature does for a resident. What are the changes made to community policies and/or procedures to protect the fair housing rights of persons with disabilities? A. Accommodations B. Considerations C. Modifications D. Regulations - Correct Answer -A. Accommodations Which is the BEST characterization of relationship selling? A. Aggressive sales and quick closings. B. Consistent tactics and passionate presentations. C. Personalized approaches and emotional appeals. D. Predefined tours and friendly conversations. - Correct Answer -C. Personalized approaches and emotional appeals. Which strategy is MOST appropriate for managing an apartment community's online reputation? A. Allow posting of positive comments only. B. Ask resident to remove negative comments. C. Allow only community staff to leave comments. D. Respond to all comments. - Correct Answer -D. Respond to all comments. Which question is close-ended? A. "What makes you attracted to this are?" B. "What prompted you to stop in today?" C. "What date are you hoping to move in?" D. "Why are you moving from your previous home?" - Correct Answer -C. "What date are you hoping to move in?" Is it MOST appropriate for a leasing professional to ask close-ended questions when trying to: A. Gauge a person's interest. B. Make a person feel at ease. C. Understand how a person feels. D. Obtain factual information from a person. - Correct Answer -D. Obtain factual information from a person. What are three KEY steps in the relationship-sales process? A. Asses, present, and close B. Contact, collaborate, and listen C. Introduce, assess, and persuade D. Present, persuade and close - Correct Answer -A. Asses, present, and close What is three-step process to manage objections? A. State it, accept it, and fix it. B. Hear it, describe it, and deny it. C. Admit it, explain it, and resolve it. D. Understand it, counter it and overcome it. - Correct Answer -C. Send the lead a promotional flyer. How can a leasing professional BEST increase the chances of turning an inbound lead into a successful visit? A. Find the source of the lead. B. Respond to the lead immediately. C. Send the lead a promotional flyer. D. Add the lead to a direct mailing list. - Correct Answer -B. Respond to the lead immediately. All of the following tasks are key functions of the leasing professional's role EXCEPT: A. Increasing the revenue of the property. B. Adhering to regulations to minimize liability. C. Showing model apartments to prospective residents. D. Ensuring that information provided by applicants is truthful. - Correct Answer -D. Ensuring that information provided by applicants is truthful. What should be a leasing professional's FIRST response after receiving a notice to vacate from a community resident? A. Schedule a move-out inspection and walk through. B. Send a final account-due notice to the resident. C. Ask the community manager to persuade the resident to stay. D. Personally contact the resident and attempt to retract the notice. - Correct Answer -D. Personally contact the resident and attempt to retract the notice. Community staff members who exhibit which characteristic are MOST likely to ensure that residents are provided the best possible service with the fewest misunderstandings? A. Goal-oriented attitudes B. Effective communication C. Flexibility D. Ability to multitask - Correct Answer -B. Effective communication A Leasing professional who has a firm understanding of the community's resident profile will be able to conclude which information about the typical resident? A. Financial and occupational status B. Quantity and frequency of service requests C. Needs, wants, and qualifying characteristics D. Risk for nonpayment or delinquent rent - Correct Answer -C. Needs, wants, and qualifying characteristics When engaging residents in discussion while persuading them to renews, which topic would be MOST useful to discuss? A. The need of the community to stay fully occupied B. The services at the property that were used and valued C. The number of maintenance or service calls the resident made D. The aspects of the property tat were inadequate or not utilized - Correct Answer -B. The services at the property that were used and valued How can a leasing professional BEST persuade prospective residents that the apartment community is a trusted brand? A. Match the prospective residents needs to the community's features. B. Welcome prospective residents with healthy beverages and/or snacks. C. Ask the maintenance team to provide testimonials of excellent service. D. Display positive feedback from past, prospective, and current residents. - Correct Answer -D. Display positive feedback from past, prospective, and current residents. Why should "closing" occur at each step of the sales process? A. To provide time for the prospective resident to consider his/her options. B. To give the prospective resident an opportunity to review competitor's offers C. To gain a firm commitment from the prospective resident before moving to the next step. D. To ensure that the sales process and steps are understood by the prospective resident. - Correct Answer -C. To gain a firm commitment from the prospective resident before moving to the next step. Leasing professionals should be aware that compliance with the Fair Housing Act is being verified through which governmental mechanism? A. Staff survey B. On-site testers C. Random resident audits D. Prospective resident interviews - Correct Answer -B. On-site testers The BEST way for an apartment community to continually inform and market to prospective residents is to prove: A. A community map at the leasing office. B. Welcome cards and community newsletters. C. Weekly blog entries on a resident portal. D. Monument, directional, and facility signage. - Correct Answer -D. Monument, directional, and facility signage. Empathetically listening to service requests and responding appropriately is key to improving resident satisfaction because it shows that the community staff members: A. Will respond immediately to requests. B. Value clear communication and avoid blame. C. Take Full responsibility for issues that arise. D. Hear residents' frustrations, needs, and concerns. - Correct Answer -D. Hear residents' frustrations, needs, and concerns. It is MOST appropriate for a leasing professional to ask open-ended questions when trying to: A. Get a specific answer. B. Make a person feel comfortable. C. Limit a discussion or conversation. D. Gain insight into a person's feelings. - Correct Answer -D. Gain insight into a person's feelings. What is the term for software that tracks online inquiries from prospective residents about an apartment community? A. Lead generation system B. Credit reporting system C. Property management system D. Resident referral system - Correct Answer -A. Lead generation system Which of the following documents should be provided to new residents on move-in day? A. Welcome letter B. Application results C. Credit report marks D. Fair housing guidelines - Correct Answer -A. Welcome letter A leasing professional can BEST support a positive image for an apartment community and its brand through which action? A. Acting ethically B. Securing new leases C. Setting personal goals D. Responding to service calls - Correct Answer -A. Acting ethically In which scenario would it be MOST beneficial for a community's leasing professional to know what competing properties offer? A. A prospective resident asks for a list of the community's amenities. B. A resident comes into the office and submits a notice to vacate. C. A prospective resident returns to sign a lease. D. The maintenance team needs to make ready several units. - Correct Answer -B. A resident comes into the office and submits a notice to vacate. A leasing professional BEST exemplifies branding through which marketing strategy? A. Explaining how the apartment community is different from its competition B. Dropping promotional flyers at neighboring apartment communities C. Taking a prospective resident on a tour of the apartment community D. Establishing a business relationship with prospective vendors or competitors - Correct Answer -A. Explaining how the apartment community is different from its competition Which technique BEST exemplifies how a leasing professional should overcome a prospective resident's objection buy using the "Feel/Felt/Found" method? A. Describe how satisfied residents found that the same concern was resolved. B. Explain that no other residents have found the objection to be a problem. C. Admit that the issue exists and petition management to find a fix. D. Address the objection in a logical manner rather than an emotional one. - Correct Answer -A. Describe how satisfied residents found that the same concern was resolved. In contract terms, what is the consideration offered to the applicant by the apartment community when closing on a lease? A. The monthly rent rate B. A home in the community C. Credit report information D. An application acceptance or rejection - Correct Answer -B. A home in the community Who is responsible for insuring the possessions inside community residences? A. Resident B. Community manager C. Management company D. Community property owner - Correct Answer -A. Resident In order to successfully process and application that is conditionally accepted,what might a leasing professional require from the applicant? A. Credit report B. Proof of disability C. Additional money D. Shorter lease terms - Correct Answer -C. Additional money What are the ABCs of relationship selling? A. Always Be Closing B. Anything But Cash C. Aggressive But Compassionate D. Attention Before Compensation - Correct Answer -A. Always Be Closing Which is the MOST important reason for information provided on an application to be accurate? A. Application fees are non-refundable. B. Information will be used for screening. C. Rent may vary based on the information. D. Incorrect information can result in fines. - Correct Answer -B. Information will be used for screening. What is the PRIMARY function of a leasing professional's relationship-building shopping trip to competing properties? A. To determine what amenities they are offering. B. To observe how they treat prospective residents C. To create a set of rules for market competition D. To establish a business connection with their staff - Correct Answer -D. To establish a business connection with their staff Which is the MOST appropriate example of a leasing professional creating a time saver in order to become more efficient? A. Establishing a set time each day to respond to all email and telephone leads B. Asking the supervisor for a chunk of uninterrupted time each day to complete reports C. Ensuring a "fresh" feel to the office by rearranging work spaces on a regular basis D. Grouping and making all personal phone calls at the beginning or end of the day - Correct Answer -B. Asking the supervisor for a chunk of uninterrupted time each day to complete reports Which contractual element is BEST described as the legal competence to understand the nature and consequence of entering into a contract? A. Consent B. Capacity C. Consideration D. Culpability - Correct Answer -B. Capacity A KEY aspect of creating a high-quality goal is ensuring that the components are: A. Concise B. Flexible C. Measurable D. Easily attainable - Correct Answer -C. Measurable Empathetic listening by a leasing professional shows the speaker that the leasing professional: A. Is in agreement with the topics being discussed. B. Understands the point of view being presented. C. Disagrees with something being said. D. Feels bad about the content of the conversation. - Correct Answer -B. Understands the point of view being presented. Which is the MOST common reason for rejecting an application? A. An invalid Social Security number B. Incomplete application information C. Lack of community homes ready for move-in D. A problem with the credit score or report - Correct Answer -D. A problem with the credit score or report Which activity is an example of outreach marketing? A. Responding to a resident's text message or email. B. Performing flyer drops in a nearby neighborhood. C. Taking a prospective resident on a walk through. D. Closing on a lease by offering an upgraded unit. - Correct Answer -B. Performing flyer drops in a nearby neighborhood. Which activity should a leasing professional organize in order to BEST create a "community feel" at the property? A. Singles night at the front office B. Daytime childcare for working residents C.Weekend cookout at the neighborhood pool D. Canned food drive to benefit a national charity - Correct Answer -C.Weekend cookout at the neighborhood pool Which strategy BEST prepares a leasing professional to be successful when trying to retain a resident at renewal time? A. Implement move-out fees that encourage renewal. B. Establish an ongoing relationship with the resident at move-in. C. Offer incentives when the resident move-out notice is received. D. Distribute marketing materials to the resident prior to renewal time. - Correct Answer -B. Establish an ongoing relationship with the resident at move-in. In which circumstance should an adverse action notice be issued? A. A community staff member has not met performance standards. B. A maintenance issue has gone unresolved or uncorrected. C. A resident had a physical or verbal dispute with another resident. D. An application does not meet screening criteria and is rejected. - Correct Answer -D. An application does not meet screening criteria and is rejected. Fair housing laws pertain to: A. Common areas only B. Community homes only. C. Common areas and community homes. D. All areas of the property and leasing office. - Correct Answer -C. Common areas and community homes.