CAM Certified Apartment Manager Questions and Answers Already Graded A

CAM Certified Apartment Manager Questions and Answers Already Graded A 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