Question 1

You should attempt to gather and verify contact information on any call that has the leasing call type.

Accepted Answer

true

Answer

false

Question 2

The caller wants to move ASAP and the community's first availability is in two weeks. What should you do?

Accepted Answer

Tell them about the first available home and offer a visit

Answer

Gather contact information and close the call

Answer

Tell the caller nothing is available and close the call

Answer

Question 3

The caller is no longer interested because they do not meet the credit requirements in the PK. What should you do next?

Accepted Answer

Gather contact information and close the call

Answer

Market money-saving features and offer a visit

Answer

Tell them the requirement will probably change in the future

Answer

Make a visit offer and make a second attempt if they decline

Question 4

The caller asks about a feature and the PK doesn't have it listed. What should you do next?

Accepted Answer

Make a note and offer a visit so the onsite team can answer the question

Answer

Tell them the community doesn't have it

Answer

Tell them it will be a surprise when they move in

Answer

Tell them the onsite team will follow up

Question 5

The caller says "That is a little more than I want to pay." What should you do?

Accepted Answer

Offer a visit after discussing their budget & cost-saving features/specials

Answer

Allow the call to end without offering a visit or getting contact info

Answer

Gather their contact information and end the call

Answer

Tell them to get a part-time job

Question 6

The caller asks if the community offers affordable housing. The information is not in the PK. What should you do?

Accepted Answer

Say you don't have details and offer a visit to discuss that with onsite.

Answer

Tell them they are out of luck

Answer

Tell them it isn't offered and close the call

Answer

Tell them it isn't offered and gather contact information

Question 7

The caller asks about Section 8. The PK says "Refer Section 8 question onsite do not create a GC." What do you do?

Accepted Answer

Provide the property number, end the call, tag it as an onsite prospect

Answer

Provide the property number and gather contact info

Answer

Tell them it isn't offered and end the call

Answer

Go through a full leasing call

Question 8

The caller wants a 1x1 but the community does not have any available. What should you do?

Accepted Answer

Tell them about a 2x2 or a studio. If either could work offer a visit.

Answer

Ask if they want to leave contact information

Answer

Gather contact information and end the call

Answer

Tell them "good luck" and end the call

Question 9

The caller asks about rental history requirements and the PK doesn't have that information. What should you do?

Accepted Answer

Make a note and offer a visit so the onsite team can answer the question

Answer

Gather their contact information and close the call

Answer

Promise a callback and gather contact information

Answer

Tell them you are "pretty sure they'll qualify" and finish the call

Question 10

The caller does NOT fall within a tax credit community's income guidelines. What should you do?

Accepted Answer

Gather contact information and close the call

Answer

Offer a visit

Answer

Continue the call as normal

Answer

Congratulate them on making a lot of money

Question 11

The PK has a note that tells you not to provide pricing? What should you do?

Accepted Answer

Say the onsite team will provide pricing during the visit. Offer a visit

Answer

Finish the call as normal but don't offer a visit

Answer

Gather their contact information and say the onsite team will call them

Answer

Freeze and say nothing

Question 12

The caller has a specific question about the pet policy with no answer provided in the PK. What should you do?

Accepted Answer

Offer a visit so the onsite team can answer it. Make a Note in the GC.

Answer

Tell them their pet will definitely be welcome and continue as normal.

Answer

Tell them about the pet park and continue as normal

Answer

Gather their contact information and tell them the onsite team will call

Question 13

The caller wants to move at the end of the month but the community only has immediate availability. What should you do?

Accepted Answer

Tell them the availability and offer a visit.

Answer

Tell them that we will call if availability changes and gather contact info

Answer

Tell them nothing is available

Answer

Assume the date won't work and end the call

Question 14

The caller is not sure if the availability date you provided will work for them. What should you do?

Accepted Answer

Offer a visit

Answer

Sit in silence while they decide

Answer

Suggest they talk to their roommate and call back when they're ready

Answer

Gather and verify contact information

Question 15

After you provide pricing the caller says that they are going to talk to their roommate about it. What should you do?

Accepted Answer

Offer a visit and gather contact information

Answer

Change the no visit reason to must talk to roommate and end the call

Answer

Gather contact information and end the call

Answer

Provide the onsite number so they can call back

Question 16

The caller asks about availability for a 2x2 and the community only offers a 2x1. What should you do?

Accepted Answer

Provide info on the 2x1. Offer a visit if that size works for the caller.

Answer

Assume they don't want a 2x1 and gather contact information

Answer

End the call because they didn't ask about a 2x1

Answer

Tell them that you don't have anything available

Question 17

The caller has questions about the location of a specific home in the community? What should you do?

Accepted Answer

Offer a visit so the onsite team can answer their question. Make a GC note

Answer

Promise a call back and gather contact information

Answer

Tell them to go to the website and end the call

Answer

Gather contact information and end the call

Question 18

The caller says that the price quoted is more money than they make in a month? What should you do?

Accepted Answer

Gather contact info and close the call

Answer

Offer a visit

Answer

Ask why they don't make more money

Answer

Provide specials

Question 19

They provide their budget upfront and the community does not have availability within that budget. What should you do?

Accepted Answer

Provide the lowest priced option and offer a visit

Answer

Gather contact information and close the call without providing pricing

Answer

Tell them nothing is available in the budget and gather contact information

Answer

Provide the price and offer a call back if anything changes

Question 20

The caller wants to move in six months and the PK doesn't provide availability that far out. What should you do?

Accepted Answer

Provide current availability, say availability can change, offer a visit

Answer

Offer a call back when something comes available and gather contact info

Answer

Tell them you don't have availability that far out and gather contact info

Answer

Tell them that something will come available by then and offer a visit.

Question 21

If you are unable to answer a question that the caller has asked what should you do?

Accepted Answer

Offer a visit so they can get the answer to their question while visiting.

Answer

Make a note and ask if they would like a follow-up via email or phone.

Answer

Tell them we will make a note and end the call.

Answer

Tell them we will have the onsite team call them back with an answer.

Question 22

If the community does not have a home available for the caller's move date what should you do?

Accepted Answer

Present the closest available date and offer a visit

Answer

Tell them that something will definitely come available before they move

Answer

Tell them nothing is available

Answer

Gather their contact information and end the call

Question 23

If the home size the caller wanted is not available what should you do?

Accepted Answer

Give availability for the closest home size. Offer a visit if that works.

Answer

Tell them the onsite team will call back if something becomes available.

Answer

Tell them nothing is available and gather contact information.

Answer

Gather contact information and close the call.

Question 24

While on a call you are unsure if a visit would be required due to the circumstances of the call. What should you do?

Accepted Answer

Offer a visit

Answer

Gather contact information

Answer

Refer them onsite

Answer

End the call

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