Practice Test Geeks(CLP) Certified Leasing Professional Practice Test
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Tenant Relations & Retention Flashcards

7 cards from real CLP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Tenant Relations & Retention flashcards as text

  1. Which of the following is the MOST effective strategy for handling a tenant who consistently pays rent late but has otherwise been a satisfactory resident?

    Answer: Have a private conversation to understand the cause, discuss autopay options, and document any agreed payment plan

    Addressing the issue directly, exploring solutions like autopay, and documenting agreements balances enforcement with relationship preservation.

  2. What is the MAIN advantage of using a structured 30-60-90 day move-in follow-up program?

    Answer: It identifies and resolves any early concerns before they grow into reasons to move out

    Early follow-up touchpoints allow staff to catch dissatisfaction before it solidifies, dramatically improving early retention.

  3. A tenant submits a habitability complaint about inadequate heat during winter. Legally and professionally, the leasing professional MUST:

    Answer: Treat it as a priority maintenance issue, respond promptly, and document all actions taken

    Habitability issues like inadequate heat are legally required to be addressed promptly, and thorough documentation protects the property against liability claims.

  4. In property management, 'cost of turnover' MOST commonly includes which of the following expenses?

    Answer: Make-ready costs, vacancy loss, leasing commissions, and marketing expenses

    Turnover costs include all expenses from make-ready to re-leasing, which are typically equivalent to one to three months of rent per unit.

  5. A leasing professional wants to benchmark tenant satisfaction at their property. The MOST reliable approach is to:

    Answer: Implement standardized satisfaction surveys at move-in, mid-lease, and move-out to track trends over time

    Structured surveys at defined intervals provide consistent, comparable data that reveals trends and pinpoints specific areas for improvement.

  6. Which of the following renewal incentives is generally considered the MOST cost-effective for a property to offer?

    Answer: A property upgrade such as new appliances or flooring in exchange for a longer lease term

    Unit upgrades add lasting value to the asset, benefit the property long-term, and create strong perceived value for the tenant compared to one-time cash concessions.

  7. A leasing professional receives a negative online review from a current tenant. The BEST professional response is to:

    Answer: Respond publicly with empathy, acknowledge the concern, and invite the tenant to contact the office directly to resolve the issue

    A calm, empathetic public response shows prospective tenants and the community that management takes concerns seriously and acts professionally.