CLP Tenant Relations & Retention 3 — Questions and Answers
Question 1: Under the Fair Housing Act, when offering lease renewal incentives, a leasing professional MUST:
- Offer incentives only to tenants who have never filed a maintenance complaint
- Apply incentives consistently to all renewing tenants without regard to protected class characteristics (Correct answer)
- Reserve the best incentives for tenants who refer new residents
- Provide incentives only to tenants who have resided at the property for more than two years
Correct answer: Apply incentives consistently to all renewing tenants without regard to protected class characteristics
Renewal incentives must be offered on a non-discriminatory basis to comply with the Fair Housing Act's prohibition on differential treatment based on protected classes.
Question 2: A tenant submits a notice to vacate but seems undecided. The MOST effective retention tactic is to:
- Immediately begin marketing the unit to prospective tenants
- Schedule a personal conversation to uncover the reason for leaving and present tailored solutions (Correct answer)
- Offer a lease buyout to expedite their departure
- Send a standard renewal letter with the current market rate
Correct answer: Schedule a personal conversation to uncover the reason for leaving and present tailored solutions
Understanding the specific reason a tenant is leaving allows the leasing professional to address it directly, which is the most effective recovery strategy.
Question 3: Which of the following is an example of a value-added service that can improve tenant retention?
- Increasing monthly rent to fund property upgrades
- Offering package lockers, a resident portal, or on-site fitness classes (Correct answer)
- Reducing maintenance response times below the legally required minimum
- Providing mandatory lease education seminars for all residents
Correct answer: Offering package lockers, a resident portal, or on-site fitness classes
Amenities and conveniences that improve daily life create a higher perceived value of the property, making tenants less likely to move.
Question 4: A tenant's lease ends in 90 days. When should the leasing professional FIRST initiate the renewal conversation?
- At exactly 60 days before lease expiration, as required by most state laws
- At 90 days or more before expiration to give the tenant maximum time to decide (Correct answer)
- At 30 days before expiration when the tenant begins thinking about renewal
- Only after the tenant submits a written request to renew
Correct answer: At 90 days or more before expiration to give the tenant maximum time to decide
Beginning renewal outreach 90+ days in advance gives tenants time to consider their options and reduces the risk of last-minute vacancies.
Question 5: A leasing professional notices a spike in move-outs from a particular building section. The BEST next step is to:
- Immediately lower rents in that section to attract new tenants
- Analyze exit survey data and speak with departing tenants to identify the root cause (Correct answer)
- Report the trend to ownership without further investigation
- Increase marketing spend to offset the expected vacancies
Correct answer: Analyze exit survey data and speak with departing tenants to identify the root cause
Exit survey analysis and direct tenant conversations reveal the underlying cause of move-outs, enabling targeted corrective action.
Question 6: Which lease clause is MOST important for setting clear expectations about renewal terms and notice requirements?
- The pet policy addendum
- The lease renewal and notice-to-vacate provision (Correct answer)
- The subletting and assignment clause
- The right of entry clause
Correct answer: The lease renewal and notice-to-vacate provision
The renewal and notice-to-vacate clause specifies timelines and conditions for renewal, preventing misunderstandings that can damage tenant relations.
Question 7: What does a high 'resident satisfaction score' on a post-move-in survey PRIMARILY indicate?
- The property's rent is below market rate
- The move-in process was smooth and the tenant's initial expectations were met (Correct answer)
- The tenant is highly likely to pay rent on time
- The leasing agent successfully up-sold premium unit features
Correct answer: The move-in process was smooth and the tenant's initial expectations were met
A high satisfaction score after move-in reflects a positive first impression, which research links to longer tenancy and higher renewal rates.
CLP Tenant Relations & Retention 3
Under the Fair Housing Act, when offering lease renewal incentives, a leasing professional MUST: