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NALP Skill Checks Study Guide Questions with Accurate Answers
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NALP Skill Checks Study Guide
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NALP Skill Checks Study GuideSilo Mentality - answer A mindset in which certain groups are reluctant to share
information with others or when harbor hostility toward other groups within the same
company. This results in low work efficiency, poor morale, negative impact to culture of
community.
Best Approach to Service Requests - answer Know Maintenance Team
Effectively Communicate Service Requests
Recognize/Appreciate Maintenance Contributions
3 Steps to Effective Collaboration - answer Share unified vision
Share responsibilities
Allow Maintenance Team to have a voice
Why clear communication w/Maintenance is Important - answer Alleviates problems
Maintenance Team - Recognition & Appreciation - answer Give feedback
Acknowledge contribution & impact
Praise work when ever possible
Share any/all survey comments re Maintenance
Consider Maintenance Financial Incentives
Best approach when resident wants action due to unpleasant incident -
answerUnderstand situation & determine what to do
Express your sympathy
Take ownership of situation w/prompt action step
Correct responses for 7 Scenarios - answer1) "I understand your concerns; holiday
decor is common & broadly accepted symbols of the season.
2) "We do not permit bold colors but you can use pastels"
3) "Your niece is welcome as live-in-aide subject to passing background check.
4) Assign 'reasonable modification' designate parking space close to apt; educate all
resident to respect the assigned parking policies.
5) Understand cultural differences.
6) Meet w/neighbors separately to mediate problems.
7) Offer to move resident to alternative apt.
Response to non-renewal resident - answerShow resident value vs. cost of moving (ie.
$10/hr, beer/pizza, inconvenience, addtl application fee & security deposit); "Prices are
going up everywhere"; Increases were moderate; sense of community here.
To encourage renewal - answerTake time to reconnect.
, What is res looking for in new hm?
Talk about cost of moving & market rates
ABC - Always be closing, especially at renewal
Sense of Community
4 ways to maintain value of community - answerPreventative Maintenance
High Quality Maintenance Service
Aesthetic Value
Promptness & Attentiveness
4 ways to build "community feel" - answerStep up the Social Life
Go Green
Utilize diversity & different cultures through social events
Build relationships & increase interactivity.
Teamwork - answerOne band, one sound. Understand company's goals. Multiple
members in multiple roles: Combined skills & duties.
Why Leasing Professional is critical to success of community? - answerIncrease
revenue by leasing & renewing apts.
Enhance value marketing & selling apts.
Minimize liability adhering to regulations.
5 Responsibilities of Leasing Professional - answerComply w/Laws, Regulations &
Guidelines.
Demonstrate features & benefits of community.
Accept & process applications.
Complete Market Comparable Reports.
Lease vacant apartments.
How Leasing Professional projects positive image - answerPride, Competence &
Integrity.
Professionally dressed.
Appropriate language
Ethical manner
Golden Rule
3 Areas specialized knowledge of LP - answerMarket Knowledge: Demographic,
Product knowledge, Competitors, potential future area competition.
Product Knowledge: Understand your product & svcs.
Resident Profile: Typical Resident info. incl. needs, wants & qualifying characteristics.
Leasing Professional role - answerAssist people find housing.
Add value to Property owner.
Critical Components of site Teamwork - answerUnderstand Company's goals
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