Sales and Business Ethics Flashcards

A prospect with a disability requests a reasonable accommodation to keep an emotional support animal in a no-pet community. What must the leasing professional do?

Answer: Engage in an interactive process and consider the request on its merits under Fair Housing guidelines

Fair Housing law requires properties to engage in an interactive process and make reasonable accommodations for persons with disabilities, including allowing emotional support animals.

Which of the following best describes the 'assumptive close' technique in leasing?

Answer: Proceeding as though the prospect has already decided to lease, moving toward paperwork

The assumptive close guides the conversation forward by treating the prospect's decision to lease as already made, reducing hesitation.

A leasing professional receives a gift from a vendor in exchange for recommending their services to residents. This situation most likely represents:

Answer: A conflict of interest that should be disclosed to management

Accepting gifts from vendors in exchange for referrals creates a conflict of interest and must be disclosed to management per ethical business standards.

During a guest card follow-up, a prospect says they found a cheaper apartment nearby. What is the most effective response?

Answer: Acknowledge their finding and reinforce your community's unique value over price alone

Refocusing on value rather than competing solely on price preserves the community's positioning and may still convert the prospect.

A leasing professional is asked by a current resident to falsify their rental history when speaking with another property on their behalf. The correct action is to:

Answer: Provide an accurate and honest reference regardless of the resident's request

Falsifying a rental history reference is dishonest and potentially fraudulent; leasing professionals must provide truthful information.

What is the primary purpose of a guest card in the leasing process?

Answer: To capture prospect contact information and needs for follow-up and traffic tracking

A guest card captures prospect information, housing needs, and contact details, enabling follow-up and helping track marketing effectiveness.

Which ethical principle requires leasing professionals to keep prospect and resident information confidential?

Answer: Duty of confidentiality and privacy

The duty of confidentiality requires leasing professionals to protect personal and financial information provided by prospects and residents.