NALP Skill Checks Study Guide with
complete solutions
Silo iiMentality ii- iiCorrect iiAnswers ii-A iimindset iiin iiwhich iicertain iigroups iiare iireluctant
iito iishare iiinformation iiwith iiothers iior iiwhen iiharbor iihostility iitoward iiother iigroups
iiwithin iithe iisame iicompany. iiThis iiresults iiin iilow iiwork iiefficiency, iipoor iimorale,
iinegative iiimpact iito iiculture iiof iicommunity.
Best iiApproach iito iiService iiRequests ii- iiCorrect iiAnswers ii-Know iiMaintenance iiTeam
Effectively iiCommunicate iiService iiRequests
Recognize/Appreciate iiMaintenance iiContributions
3 iiSteps iito iiEffective iiCollaboration ii- iiCorrect iiAnswers ii-Share iiunified iivision
Share iiresponsibilities
Allow iiMaintenance iiTeam iito iihave iia iivoice
Why iiclear iicommunication iiw/Maintenance iiis iiImportant ii- iiCorrect iiAnswers ii-Alleviates
iiproblems
Maintenance iiTeam ii- iiRecognition ii& iiAppreciation ii- iiCorrect iiAnswers ii-Give iifeedback
Acknowledge iicontribution ii& iiimpact
Praise iiwork iiwhen iiever iipossible
Share iiany/all iisurvey iicomments iire iiMaintenance
Consider iiMaintenance iiFinancial iiIncentives
Best iiapproach iiwhen iiresident iiwants iiaction iidue iito iiunpleasant iiincident ii- iiCorrect
iiAnswers ii-Understand iisituation ii& iidetermine iiwhat iito iido
Express iiyour iisympathy
Take iiownership iiof iisituation iiw/prompt iiaction iistep
Correct iiresponses iifor ii7 iiScenarios ii- iiCorrect iiAnswers ii-1) ii"I iiunderstand iiyour
iiconcerns; iiholiday iidecor iiis iicommon ii& iibroadly iiaccepted iisymbols iiof iithe iiseason.
2) ii"We iido iinot iipermit iibold iicolors iibut iiyou iican iiuse iipastels"
3) ii"Your iiniece iiis iiwelcome iias iilive-in-aide iisubject iito iipassing iibackground iicheck.
4) iiAssign ii'reasonable iimodification' iidesignate iiparking iispace iiclose iito iiapt; iieducate
iiall iiresident iito iirespect iithe iiassigned iiparking iipolicies.
5) iiUnderstand iicultural iidifferences.
6) iiMeet iiw/neighbors iiseparately iito iimediate iiproblems.
7) iiOffer iito iimove iiresident iito iialternative iiapt.
, Response iito iinon-renewal iiresident ii- iiCorrect iiAnswers ii-Show iiresident iivalue iivs.
iicost iiof iimoving ii(ie. ii$10/hr, iibeer/pizza, iiinconvenience, iiaddtl iiapplication iifee ii&
iisecurity iideposit); ii"Prices iiare iigoing iiup iieverywhere"; iiIncreases iiwere iimoderate;
iisense iiof iicommunity iihere.
To iiencourage iirenewal ii- iiCorrect iiAnswers ii-Take iitime iito iireconnect.
What iiis iires iilooking iifor iiin iinew iihm?
Talk iiabout iicost iiof iimoving ii& iimarket iirates
ABC ii- iiAlways iibe iiclosing, iiespecially iiat iirenewal
Sense iiof iiCommunity
4 iiways iito iimaintain iivalue iiof iicommunity ii- iiCorrect iiAnswers ii-Preventative
iiMaintenance
High iiQuality iiMaintenance iiService
Aesthetic iiValue
Promptness ii& iiAttentiveness
4 iiways iito iibuild ii"community iifeel" ii- iiCorrect iiAnswers ii-Step iiup iithe iiSocial iiLife
Go iiGreen
Utilize iidiversity ii& iidifferent iicultures iithrough iisocial iievents
Build iirelationships ii& iiincrease iiinteractivity.
Teamwork ii- iiCorrect iiAnswers ii-One iiband, iione iisound. iiUnderstand iicompany's iigoals.
iiMultiple iimembers iiin iimultiple iiroles: iiCombined iiskills ii& iiduties.
Why iiLeasing iiProfessional iiis iicritical iito iisuccess iiof iicommunity? ii- iiCorrect iiAnswers ii-
Increase iirevenue iiby iileasing ii& iirenewing iiapts.
Enhance iivalue iimarketing ii& iiselling iiapts.
Minimize iiliability iiadhering iito iiregulations.
5 iiResponsibilities iiof iiLeasing iiProfessional ii- iiCorrect iiAnswers ii-Comply iiw/Laws,
iiRegulations ii& iiGuidelines.
Demonstrate iifeatures ii& iibenefits iiof iicommunity.
Accept ii& iiprocess iiapplications.
Complete iiMarket iiComparable iiReports.
Lease iivacant iiapartments.
How iiLeasing iiProfessional iiprojects iipositive iiimage ii- iiCorrect iiAnswers ii-Pride,
iiCompetence ii& iiIntegrity.
Professionally iidressed.
Appropriate iilanguage
Ethical iimanner
Golden iiRule
complete solutions
Silo iiMentality ii- iiCorrect iiAnswers ii-A iimindset iiin iiwhich iicertain iigroups iiare iireluctant
iito iishare iiinformation iiwith iiothers iior iiwhen iiharbor iihostility iitoward iiother iigroups
iiwithin iithe iisame iicompany. iiThis iiresults iiin iilow iiwork iiefficiency, iipoor iimorale,
iinegative iiimpact iito iiculture iiof iicommunity.
Best iiApproach iito iiService iiRequests ii- iiCorrect iiAnswers ii-Know iiMaintenance iiTeam
Effectively iiCommunicate iiService iiRequests
Recognize/Appreciate iiMaintenance iiContributions
3 iiSteps iito iiEffective iiCollaboration ii- iiCorrect iiAnswers ii-Share iiunified iivision
Share iiresponsibilities
Allow iiMaintenance iiTeam iito iihave iia iivoice
Why iiclear iicommunication iiw/Maintenance iiis iiImportant ii- iiCorrect iiAnswers ii-Alleviates
iiproblems
Maintenance iiTeam ii- iiRecognition ii& iiAppreciation ii- iiCorrect iiAnswers ii-Give iifeedback
Acknowledge iicontribution ii& iiimpact
Praise iiwork iiwhen iiever iipossible
Share iiany/all iisurvey iicomments iire iiMaintenance
Consider iiMaintenance iiFinancial iiIncentives
Best iiapproach iiwhen iiresident iiwants iiaction iidue iito iiunpleasant iiincident ii- iiCorrect
iiAnswers ii-Understand iisituation ii& iidetermine iiwhat iito iido
Express iiyour iisympathy
Take iiownership iiof iisituation iiw/prompt iiaction iistep
Correct iiresponses iifor ii7 iiScenarios ii- iiCorrect iiAnswers ii-1) ii"I iiunderstand iiyour
iiconcerns; iiholiday iidecor iiis iicommon ii& iibroadly iiaccepted iisymbols iiof iithe iiseason.
2) ii"We iido iinot iipermit iibold iicolors iibut iiyou iican iiuse iipastels"
3) ii"Your iiniece iiis iiwelcome iias iilive-in-aide iisubject iito iipassing iibackground iicheck.
4) iiAssign ii'reasonable iimodification' iidesignate iiparking iispace iiclose iito iiapt; iieducate
iiall iiresident iito iirespect iithe iiassigned iiparking iipolicies.
5) iiUnderstand iicultural iidifferences.
6) iiMeet iiw/neighbors iiseparately iito iimediate iiproblems.
7) iiOffer iito iimove iiresident iito iialternative iiapt.
, Response iito iinon-renewal iiresident ii- iiCorrect iiAnswers ii-Show iiresident iivalue iivs.
iicost iiof iimoving ii(ie. ii$10/hr, iibeer/pizza, iiinconvenience, iiaddtl iiapplication iifee ii&
iisecurity iideposit); ii"Prices iiare iigoing iiup iieverywhere"; iiIncreases iiwere iimoderate;
iisense iiof iicommunity iihere.
To iiencourage iirenewal ii- iiCorrect iiAnswers ii-Take iitime iito iireconnect.
What iiis iires iilooking iifor iiin iinew iihm?
Talk iiabout iicost iiof iimoving ii& iimarket iirates
ABC ii- iiAlways iibe iiclosing, iiespecially iiat iirenewal
Sense iiof iiCommunity
4 iiways iito iimaintain iivalue iiof iicommunity ii- iiCorrect iiAnswers ii-Preventative
iiMaintenance
High iiQuality iiMaintenance iiService
Aesthetic iiValue
Promptness ii& iiAttentiveness
4 iiways iito iibuild ii"community iifeel" ii- iiCorrect iiAnswers ii-Step iiup iithe iiSocial iiLife
Go iiGreen
Utilize iidiversity ii& iidifferent iicultures iithrough iisocial iievents
Build iirelationships ii& iiincrease iiinteractivity.
Teamwork ii- iiCorrect iiAnswers ii-One iiband, iione iisound. iiUnderstand iicompany's iigoals.
iiMultiple iimembers iiin iimultiple iiroles: iiCombined iiskills ii& iiduties.
Why iiLeasing iiProfessional iiis iicritical iito iisuccess iiof iicommunity? ii- iiCorrect iiAnswers ii-
Increase iirevenue iiby iileasing ii& iirenewing iiapts.
Enhance iivalue iimarketing ii& iiselling iiapts.
Minimize iiliability iiadhering iito iiregulations.
5 iiResponsibilities iiof iiLeasing iiProfessional ii- iiCorrect iiAnswers ii-Comply iiw/Laws,
iiRegulations ii& iiGuidelines.
Demonstrate iifeatures ii& iibenefits iiof iicommunity.
Accept ii& iiprocess iiapplications.
Complete iiMarket iiComparable iiReports.
Lease iivacant iiapartments.
How iiLeasing iiProfessional iiprojects iipositive iiimage ii- iiCorrect iiAnswers ii-Pride,
iiCompetence ii& iiIntegrity.
Professionally iidressed.
Appropriate iilanguage
Ethical iimanner
Golden iiRule
