Lease Facts
Who is responsible for the cost associated with treating a unit for bed bugs?
The resident!
Explain the tanning procedure
Resident completes form
Press both buttons
Set time
Press start
What can you use to ensure you have an exceptional phone call?
The cheat sheet Ricardo provided!
What floor (with apartments) does not have the same footprint as the others?
Six!
How much does it cost to have an approved pet here?
$300 1 time non-refundable fee. $35 per month pet rent.
Explain the move in procedure.
1. Check ID
2. Look up in Entrata
3. Must be in Future status with no balance due4.
4. Provide keys, folder, mailboxes/go over address (put apt#), move in inspection (in the portal. 24 hours to complete), how to put in a service request, confirm parking or no parking - share relevant information. WELCOME THEM.
What percentage score is the expectation you earn on a mystery shop?
90%
Why don't we accept partial payments?
Accepting a partial payment of rent forfeits the landlord's right to file for eviction for non-payment.
How can you submit a service request for the property or a vacant apartment?
From the main dashboard as opposed to the resident's account.
Are you required to have renter's insurance?
No (page 3 of the lease). You are required to maintain liability insurance.
Extra Credit: Explain the difference between renter's insurance and liability insurance.
How should you respond to, "I am dog sitting this weekend, just wanted to let you know!"
"I am glad you let us know! Please put your specific request in writing and I will have my manager review and follow up with you. It is important to know that no animal is authorized on the premises without written consent, first"
1. No Animals Without Consent. Unless otherwise provided under federal, state, or local law, no animals are allowed, even temporarily, anywhere in the apartment or apartment Community unless we’ve so authorized in writing. If we allow an animal as a pet, you must execute a separate animal addendum which may require additional deposits, rents, fees or other charges.
Extra Credit: Does a guest's seeing-eye dog need prior written approval to come to the property? What about grandma's emotional support mini horse?
After the call, what has to happen to pass?
Enter the lead - follow up phone calls.
What is the Arizona Landlord Tenant Act?
A collection of state statutes your lease contract must adhere to. You can write your own contract and have your own terms, however, the AZ Landlord Tenant Act defines certain parameters for what shall be included and what cannot be included. It also establishes how the landlord should handle certain situations: abandoned items, a resident turning in keys early, domestic violence on the property, when/how to enter an apartment, are a few.
What floor plans have storage closets?
The "plus" floor plans.
Do we offer security?
You acknowledge that we are not equipped or trained to provide personal security services to you, other residents or your guests. You recognize that we are not required to provide any private security services and that no security devices or measures on the property are fail-safe.
We do not warrant security of any kind. You agree that you will not rely upon any security measures taken by us for personal security, and that you will call local law enforcement authorities if any security needs arise, along with 911 or any other applicable emergency number if an emergency occurs
Extra Credit: Why don't we offer "security"?
Do we take keys from a resident before their lease term ends? Why or why not?
We discourage the resident from turning in keys early. However, if they insist, then we will accept the keys. Legally, the following occurs when a resident turns in keys early.
1. The tenant is indicating they are vacating early. They do not have a right to return to the unit.
2. The tenant is still responsible for all rent due per the contract (but not additional fees or utilities). Accelerated rent will be charged and due per the terms of the Final Move Out statement. If someone wishes to continue to pay month-to-month they should remain in possession of the apartment.
3. The landlord has a duty to mitigate damages and make reasonable efforts to re-rent the apartment. If the landlord is able to do so, they must credit the tenant for any rent received from the new tenant during the previous tenant's original lease term.
Describing the community as ______ or mentioning ________ will lead to 0 points.
Safe or Security
What is a 10 Day Notice? Who can receive a 10 Day Notice (the resident, the landlord, or both)?
A 10-day notice in Arizona is a written notice given to a tenant by their landlord to fix a violation of the rental agreement or move out. The notice is the first step in the eviction process.
If a landlord is in noncompliance of the contract, the resident must provide written notice and the landlord has 10 days to cure (unless it is a health & safety matter - in that case it is 5 days). However, we don't refer to this as a 10 Day Notice.
Full - Two, Two Plus
Full XL - All others
Why isn't August rent pro-rated?
Installment based. Lease total is averaged over 12 equal payments rather than 1 smaller 1 and 11 larger ones.
A resident has called to inform you their mother (guarantor) is going to be stopping by to get something from her apartment and asks you to let her in when she arrives. How do you respond?
No.
What are the 4 parts of an exceptional phone call?
Greeting
Identifying Needs
Building Value
Closing
What happens to abandoned items left in a unit after move out? Be specific about required timeframes.
Landlord is required to take a detailed inventory and store the belongings for no less than 14 days and notify the former resident. The landlord may charge reasonable storage fees that must be paid prior to returning the belongings.
How is our insurance coverage different from a resident getting their own?
Extra Credit: What is the minimum requirement and what does that mean?
A resident's own insurance is an actual policy in their name. It may or may not cover their personal belongings. Our insurance is NOT a policy in the resident's name. Trinitas is the policy holder and the monthly fee is an administrative fee as opposed to an insurance premium.
Extra Credit: $100,000 liability - it ONLY covers accidental damage to Atmosphere Tempe's property.