CERTIFIED APARTMENT MANAGER
CERTIFICATION EVALUATION VERIFIED
QUESTIONS AND SOLUTIONS FULL REVIEW
PACK
●● What is the cost of turnover when a resident leaves a community?
Answer: • The cost of turnover is generally more then 1-2 months rent
per
move out.
●● What are the 5 techniques to building rapport?
Answer: • Express a genuine interest in the other person.
• Be genuinely friendly
• Create physical rapport
• Be an active listener
• Seek agreement
●● What are the 10 techniques for dealing with people from different
cultures?
Answer: • Know it's all right to notice the cultural differences between
people
• Resist the temptation to stereotype
,• Do not lump groups together
• A foreign accent does not indicate the speaker is uneducated or
cannot understand you.
• Non-native speaker of English may sound rude and demanding
when they do not intend to
• Choose your vocabulary carefully
• Avoid negative phrasing
• Watch for signs that you have not been understood
• Participate in the communication process
• Take time to build relationships slowly
●● Explain the benefit of building relationships with residents.
Answer: • Building relationships with residents' results in high
occupancy
rates. When residents feel connected to the community, they are
less likely to move.
●● Who should complete an application?
Answer: • The application is completed by the prospective resident.
●● Explain the effects of the Fair Credit Reporting Act (FCRA) and Fair
and
Accurate Credit Transaction Act (FACTA) on the applicant screening
, process.
Answer: • FCRA protects the privacy and insures the accuracy of
consumer
report information and guarantees that the information supplied by
consumer reporting agencies is as accurate as possible.
• FACTA reauthorizes FCRA and addresses consumer concerns
about identity theft and gives consumers the right to limit how
businesses can use their non-public personal information.
●● What are the three possible outcomes of the screening process and
how is
each handled?
Answer: • Approved - send an approval letter, and notify the person by
telephone.
• Approved with conditions - send an approval letter explaining the
conditions of the approval, and immediately telephone the person
to explain the status of his or her application.
• Denied - call the applicant to let him or her know the status of the
application, and immediately send a denial letter that includes the
contact information (name, address and phone number) for the
credit reporting agency (CRA) that provided the adverse credit
information.
CERTIFICATION EVALUATION VERIFIED
QUESTIONS AND SOLUTIONS FULL REVIEW
PACK
●● What is the cost of turnover when a resident leaves a community?
Answer: • The cost of turnover is generally more then 1-2 months rent
per
move out.
●● What are the 5 techniques to building rapport?
Answer: • Express a genuine interest in the other person.
• Be genuinely friendly
• Create physical rapport
• Be an active listener
• Seek agreement
●● What are the 10 techniques for dealing with people from different
cultures?
Answer: • Know it's all right to notice the cultural differences between
people
• Resist the temptation to stereotype
,• Do not lump groups together
• A foreign accent does not indicate the speaker is uneducated or
cannot understand you.
• Non-native speaker of English may sound rude and demanding
when they do not intend to
• Choose your vocabulary carefully
• Avoid negative phrasing
• Watch for signs that you have not been understood
• Participate in the communication process
• Take time to build relationships slowly
●● Explain the benefit of building relationships with residents.
Answer: • Building relationships with residents' results in high
occupancy
rates. When residents feel connected to the community, they are
less likely to move.
●● Who should complete an application?
Answer: • The application is completed by the prospective resident.
●● Explain the effects of the Fair Credit Reporting Act (FCRA) and Fair
and
Accurate Credit Transaction Act (FACTA) on the applicant screening
, process.
Answer: • FCRA protects the privacy and insures the accuracy of
consumer
report information and guarantees that the information supplied by
consumer reporting agencies is as accurate as possible.
• FACTA reauthorizes FCRA and addresses consumer concerns
about identity theft and gives consumers the right to limit how
businesses can use their non-public personal information.
●● What are the three possible outcomes of the screening process and
how is
each handled?
Answer: • Approved - send an approval letter, and notify the person by
telephone.
• Approved with conditions - send an approval letter explaining the
conditions of the approval, and immediately telephone the person
to explain the status of his or her application.
• Denied - call the applicant to let him or her know the status of the
application, and immediately send a denial letter that includes the
contact information (name, address and phone number) for the
credit reporting agency (CRA) that provided the adverse credit
information.
