NALP EXAM QUESTIONS AND ANSWERS 2023

Communication with the apartment community Implementation and use of a resident portal can increase the effectiveness of the staff's emotional appeal a sales strategy and presentation with which focus is MOST likely to increase a leasing professionals effectiveness modification physical changes made to an apartment home or common area to protect the fair housing rights of persons with disabilities applicant who is responsible for the accuracy of data collected on a resident appliacation Rental History residential properties are permitted to use which screening criteria to discriminate legally tour route Best describes a situation in which a leasing professional takes a prospect through the community in a pre-planned or personalized manner to show off the office, amenities, common areas, and/or model homes? position the desk chair to face the wall rather than nearby coworkers which technique is most appropriate for limiting distractions while on the telephone with a prospective resident express concern and/or sympathy for the resident when a resident reports an unpleasant incident on the community's property, what is the first action the leasing professional should take? provide feedback and recognition for all work performed which method is best for maintaining an effective and reliable maintenance team has different impacts on persons of certain protected classes discrimination due to disparate impact means that a policy or preocedure maintenance office all of the following are part of an apartment community's curb appeal EXCEPT features and benefits the key to a good sales presentation is to match the prospects wants and needs to the community's: the source of the lead which piece of information is critical for the leasing professional to inquire about when greeting a prospective resident engage in mystery shopping at competing properties which is the best way for leasing professionals to learn what their community competing properties are offering needs and interests of the prospective residents an emotionally appealing sales technique typically involves connecting the features and qualities of the apartment community with the: high-quality preventative maintenance services which aspect of an apartment community typically offers the residents the greatest continuing value physical and mental which two types of impairments are generally considered disabilities national origin which of the following classes is protected from discrimination by fair housing laws What brought you in to our community today open ended question a feature is an item or an amenity; a benefit is what the feature does for a resident what is the difference between a feature and a benefit accomodations what are the changes made to community policies and or procedures to protect the fair housing rights of persons with disabilities personalized approaches and emotional appeals which is the best characterization of relationship selling respond to all comments which strategy is most appropriate for managing an apartment community online reputation what date are you hoping to move in close ended question obtain factual information from a person most appropriate for a leasing professional to ask close ended question when trying to assess, present, and close what are the three key steps in the relationship-sales process admit it, explain it, and resolve it what is the three-step process to manage objections respond to the lead immediately how can a leasing professional best increase the chances of turning an inbound lead into a successful visit ensuring that information all of the following tasks are key functions of the leasing professionals's role except personally contact the resident and attempt to retract the notice what should be a leasing professionals' first response after receiving a notice to vacate from a community resident effective communication community staff members who exhibit which characterisitic are most likely to ensure that residents are provided the best possible service with the fewest misunderstandings needs, wants, and qualifying characterisitics 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 the services at the property that were used and valued when engaging residents in discussion while persuading them to renew, which topic would be most useful to discuss