CAM Certified Apartment Manager questions and answers

What are the three keys to good customer service? • Communication • Attitude • Relationships What is the cost of turnover when a resident leaves a community? • The cost of turnover is generally more then 1-2 months rent per move out. What are the 5 techniques to building rapport? • 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? • 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. • 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? • 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. • 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? • 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. What are considered to be acceptable sources of documentation to use for income verification? • Most recent year's tax record • Three (3) most recent bank statements • Most recent pay stubs Define a lease A lease is a legally enforceable contract that grants a resident the rights and responsibilities of possession and use of an apartment for a specified period of time. It is often referred to as a rental agreement. What are the benefits of training the staff on taking service orders? • Studies have shown that service technicians waste up to 2 hours each day deciphering incomplete work orders. Completing service requests result in resident satisfaction and increase in Net Operating Income (NOI). What are some examples of emergency service requests and how should they be requested Examples of emergency service requests include: • no electricity • no plumbing or water throughout the apartment house • major water infiltration • no heat in temperatures below 55-60°F • no air conditioning in temperatures over 86-90°F • smoke alarms and/or Carbon Dioxide detectors sounding, and • apartment access problems such as broken Emergency service requests should be made by calling the office. Describe how to control access to keys. • Key systems should be un-mastered systems. • All keys should be locked in a key closet or key box that can only be accessed by designated employees. • Upon move-out all keys must be returned or a charge should be deducted from the security deposit. • Locks should be rekeyed prior to move-in. • Residents should complete a key release from which is retained in the resident's lease file. Without this written authorization, a key to an occupied unit should not be released. • All keys checked out should be noted on a Key Release log kept in the key closet or key box. Explain the steps a manager should take to respond to crime. • Contact the police (911) immediately • Provide as much information as possible • Go to the crime scene and wait for police to arrive • Determine whether the crime is serious and if the police need to call for emergency medical attention • If possible, have a staff member complete an incident report with the resident • Keep onlookers away from the scene • Determine the type of crime committed • Take notes of anyone tampering with the crime scene • Try to find witnesses • Cooperate with the police when they arrive • Inspect the residence for damage and repairs after the police have released control • Take photographs of all windows, doors and property damage • Suggest the resident make temporary living arrangements until damage can be repaired What are the three keys to ensuring residents pay their rent on time? • Be persistent • Be consistent • Be firm What are the acceptable methods of rent payment? • Personal checks • Money orders • Certified checks • Cashier checks What should be included in a move-out letter? • an explanation of any balances owed such as unpaid rent or late rent fees • specific cleaning requirements such as holes left from pictures, drapes, fleas from pets, etc. • a reminder that fixtures the resident has permanently attached to the wall must be left in place • final inspection details (how and when) • a request for forwarding address information, and • state law information that allows the owner to keep the deposit if the resident does not provide a forwarding address within a certain period of time. What are the steps to evicting a resident? • File a complaint with the court, listing the facts justifying the eviction. • Gather evidence in the form of photographs, letters and documents. • In some states, the resident then files an Answer document which will likely either dispute your claims or offer "good legal reasons" for the violations. • Many cases are resolved before going to trial. However, if the resident remains on the premises and you were unable to negotiate a settlement, the case would then go to a hearing or trial. • A judge typically decides the eviction lawsuit immediately after hearing a case. List three ways to deal with "holdovers". The three (3) possible ways you can deal with holdovers: • Renew the resident under the terms of the previous lease. • File court papers for possession of the apartment. • Offer the resident a shorter term or month to month lease. Some companies have policies limiting the number of month to month leases as a percentage of the total number of units on the property. Explain what should be done during a move-out inspection. Schedule an appointment with the resident, if possible and if required by State law. With a move-out check list, inspect the unit looking for the following: • Cleaning. The apartment should be cleaned prior to move-out, including all: o floors o tubs o sinks o appliances, and o fireplaces. • Carpets should be vacuumed, and trash should be removed. • Damages. There should be no damages to the vinyl floor, carpet, sheetrock or wallpaper, other than items noted upon move-in as preexisting damages on the move-in checklist. • Equipment. Be sure all equipment provided in the unit is accounted for, including items such as: o fireplace key o fireplace grate o fire extinguisher o sink stopper o broiler pans, and o shower rods. Document the damages. What are some types of things applicants can do online through an apartment communities' Web site? • create an online service request as well as check on its status • make an online rent payment • post newsletters • post announcements • post policies, and • allow residents to reserve rooms/facilities.