CAM Certified Apartment Manager
Questions
and Answers 100% Correct
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
Questions
and Answers 100% Correct
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
