CAM Certified Apartment Manager
2023 Questions and Answers with
complete solution
What are the three keys to good customer service? -
• Communication
•
Attitude
•
Relationship
s
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,
CAM Certified
, 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
CAM Certified
2023 Questions and Answers with
complete solution
What are the three keys to good customer service? -
• Communication
•
Attitude
•
Relationship
s
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,
CAM Certified
, 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
CAM Certified
