ACCREDITED RESIDENTIAL MANAGER -
ARM CERTIFICATION COMPREHENSIVE
STUDY GUIDE 2026 FULL QUESTIONS AND
SOLUTIONS GRADED A+
◍ What are the three keys to good customer service?.
Answer: • Communication• Attitude• Relationships
◍ 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
permove 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 orcannot
understand you.• Non-native speaker of English may sound rude and
demandingwhen 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
occupancyrates. When residents feel connected to the community, they
areless 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
andAccurate Credit Transaction Act (FACTA) on the applicant
screeningprocess..
Answer: • FCRA protects the privacy and insures the accuracy of
consumerreport information and guarantees that the information supplied
byconsumer reporting agencies is as accurate as possible.• FACTA
reauthorizes FCRA and addresses consumer concernsabout identity theft
and gives consumers the right to limit howbusinesses can use their
non-public personal information.
◍ What are the three possible outcomes of the screening process and how
iseach handled?.
Answer: • Approved - send an approval letter, and notify the person
bytelephone.• Approved with conditions - send an approval letter explaining
theconditions of the approval, and immediately telephone the personto
explain the status of his or her application.• Denied - call the applicant to let
him or her know the status of theapplication, and immediately send a denial
letter that includes thecontact information (name, address and phone
number) for thecredit reporting agency (CRA) that provided the adverse
creditinformation.
◍ What are considered to be acceptable sources of documentation to use
forincome verification?.
Answer: • Most recent year's tax record• Three (3) most recent bank
statements• Most recent pay stubs
◍ Define a lease.
Answer: A lease is a legally enforceable contract that grants a resident
therights and responsibilities of possession and use of an apartmentfor a
specified period of time. It is often referred to as a rentalagreement.
◍ What are the benefits of training the staff on taking service orders?.
ARM CERTIFICATION COMPREHENSIVE
STUDY GUIDE 2026 FULL QUESTIONS AND
SOLUTIONS GRADED A+
◍ What are the three keys to good customer service?.
Answer: • Communication• Attitude• Relationships
◍ 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
permove 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 orcannot
understand you.• Non-native speaker of English may sound rude and
demandingwhen 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
occupancyrates. When residents feel connected to the community, they
areless 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
andAccurate Credit Transaction Act (FACTA) on the applicant
screeningprocess..
Answer: • FCRA protects the privacy and insures the accuracy of
consumerreport information and guarantees that the information supplied
byconsumer reporting agencies is as accurate as possible.• FACTA
reauthorizes FCRA and addresses consumer concernsabout identity theft
and gives consumers the right to limit howbusinesses can use their
non-public personal information.
◍ What are the three possible outcomes of the screening process and how
iseach handled?.
Answer: • Approved - send an approval letter, and notify the person
bytelephone.• Approved with conditions - send an approval letter explaining
theconditions of the approval, and immediately telephone the personto
explain the status of his or her application.• Denied - call the applicant to let
him or her know the status of theapplication, and immediately send a denial
letter that includes thecontact information (name, address and phone
number) for thecredit reporting agency (CRA) that provided the adverse
creditinformation.
◍ What are considered to be acceptable sources of documentation to use
forincome verification?.
Answer: • Most recent year's tax record• Three (3) most recent bank
statements• Most recent pay stubs
◍ Define a lease.
Answer: A lease is a legally enforceable contract that grants a resident
therights and responsibilities of possession and use of an apartmentfor a
specified period of time. It is often referred to as a rentalagreement.
◍ What are the benefits of training the staff on taking service orders?.
