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CALP EXAM 2024 COMPLETE 150 ACTUAL EXAM
QUESTIONS WITH DETAILED VERIFIED ANSWERS
(100% CORRECT ANSWERS) /ALREADY GRADED A+
What is a resident portal? - Correct Answer - A resident portal is a private Intranet that allows electronic communication between management and residents only. It is a great way to communicate property-wide information as well as pay rent, report and track service orders and provide information about area activities and events of possible interest.
Describe the different options and technologies for virtual leasing. - Correct Answer - 1.) Video tours - live or recorded 2.) Website demonstration 3.) Self-tours 4.) Video chat by cell phone
In the video entitled Market Trust, what did Johnson and Johnson due to maintain customer loyalty to their brand? - Correct Answer - Even though advised not to do so, they pulled their entire product from the shelves. They created a new tamper-proof cap and packaging and then re-introduced the product a month later.
Describe four concepts in how Johnson & Johnson responded to their crisis. - Correct Answer - 1.) Talking straight 2.) Righting wrongs 3.) Practicing accountability 4.) Getting better
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pg. 2 What evidence might you have that your property is a "trusted brand"? - Correct Answer
- 1.) Feedback from current, past , or prospective residents.
2.) Web postings on reputation sites such as Yelp.com and ApartmentRating.com, though those may vary in reliability.
3.) Comments and feedback from others in the apartment industry (your competitors have heard about you the same way you've heard about them!) 4.) Point of service survey results from residents 5.) Strong retention results
What typically makes a customer connect with a company emotionally? - Correct Answer - 1.)They make me feel as if they know me; I'm not just a number 2.) They treat me with respect 3.) They listen to me and respond honestly
What is "branding" in the apartment industry? - Correct Answer - Branding is your promise to your customer. It tells them what you offer in terms or products and services and how you are different than your competition
Explain the difference between monitoring your online reputation and managing your online reputation - Correct Answer - When you are monitoring your reputation you are regularly checking in with online sites to see what people are saying about you - you may even react to negative or false comments. You stay on top of feedback- but you wait for it - you don't go out and ask for it, When you are managing your reputation, you are taking action on any and all comments and trying to influence your prospects and residents to write positive comments. This is more proactive.
What two methods are used to protect the fair housing rights of persons with disabilities? Define them. - Correct Answer - 1.) Modifications are physical changes made to an apartment home or building or common area.
2.) Accommodations are changes made to property policies, procedures, practices, and services.
Who are fair housing testers? - Correct Answer - Fair Housing "testers" are people hired by an independent housing and advocacy group or housing enforcement agency to 2 / 3
pg. 3 investigate Fair Housing laws. One of the most effective tools of fair housing advocacy groups or government agencies that are responsible for enforcing Fair Housing law is the use of the tester.
Why does the ADA (Americans with Disabilities Act) apply to your property? - Correct Answer - Two titles of the Act - Title I and Title III affect properties.
Title I protects disabled qualified employees and employment prospects from discrimination in employment.
Title III protects person with disabilities from discrimination in access to public areas of private properties. For property managers, the public area of the property is generally the leasing office.
What is "relationship outreach"? - Correct Answer - Relationship outreach occurs when the property uses nearby businesses and services to extend the reach of their marketing. Typical relationships include arrangement with preferred employers, neighboring retail and commercial buildings, and resident services. Some relationships involve discounts for residents at the partner business; some include only an exchange of flyers and access by the partner to the community's residents
What are examples of outreach marketing? - Correct Answer - Outreach marketing includes promotional marketing such as advertising, public relations, sales promotions; as well as relationship selling, online services and relationship outreach. Other types of outreach marketing include print media, flyer drops, direct mail, community service projects and transit ads.
Why are inbound leads so important for the Leasing Professional? - Correct Answer - As a Leasing Professional, you'll be the first property representative to greet someone (phone, text, email or visit), and you'll want to be able to acknowledge the source. It is critical you know what sources your community is using.
What is the most important aspect of an inbound lead? - Correct Answer - The need to respond to it immediately is the most important. Chances improve exponentially if you respond within a minute. An email from 30 minutes ago is considered old.
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