Show:
Handling Irate Residents
Telephone Standards
Collateral
General Customer Service
Opening Checklist
100
What should be looking at when dealing with an irate resident?
Look them in the eyes
100
What is the average number of rings before you answer the phone?
2
100
How many days must a leasing professional be working on-site before custom business cards with their name be purchased?
90 days
100
You're with a prospect and you see trash. What do you do?
Pick up the trash
100
How often do you restock your WOW fridge?
every morning
200
Name 2 things you do not say or do with an irate resident.
Answers may vary
200
What do you do before you answer the phone that will ensure you have a pleasant tone?
smile
200
When you order business cards from the JPT online ordering portal, what info do you avoid entering in the email field?
@clearpm.com
200
What is the first two things you should do when a prospect or resident walks through the door?
Stand and greet
200
Name 3 things to check in the restroom when you open the leasing office.
Toilet paper, paper towels, soap, clean mirrors
300
Who is allowed to approve a waived fee to an irate resident?
your Regional Manager
300
What do you do when you are assisting a prospect or resident and the telephone rings?
do not answer the phone
300
Who is responsible for entering the JPT online order invoice in Yardi?
Community Manager
300
At what point to you give the prospect a community brochure?
Anytime before the tour
300
Name 3 things to check in the business center when you open?
clean surfaces, vacuum/sweep, fix chairs, fill printer with paper
400
You start to help a resident and you quickly realize he/she is irate. What is the first thing you do?
Walk them into an office or private area away from the common area
400
What are the first three pieces of information you ask a prospect when they call?
Name, email, and phone number
400
Under what circumstances would you be allowed to purchase marketing signage or collateral without the Marketing Departments approval?
Never
400
Where do you stand when you are showing the model unit to a prospect?
You do not stand in one spot. You should be walking the prospect around the apartment.
400
As you turn on the lights in the model, what should you be checking for?
burned out lightbulbs
500
What are the three C's in dealing with an irate resident?
calm, cool, and collected
500
At a minimum, how many times does CLEAR require you to use a prospect's name?
3
500
When you send notices to residents, what three logos do you need to include?
Community logo, Fair Housing logo, wheelchair accessible logo
500
Name 3 different questions you can ask to help close the lease after a tour.
Answers may vary but can include:

Would you like to leave a deposit today to hold the apartment?

Would you like to leave an application?

Would you like to apply online today?

What would prevent you from applying today?

What would prevent you from leaving a deposit today to hold the apartment?

500
What is the first things a prospect sees when arriving at the community and is crucial to forming the first impression?
front of the property