1. a) b) c) d) 2. a) b) c) d) 3. a) b) c) d) 4. a) b) c) d) 5. a) b) c) d) 6. a) b) c) d) 7. a) b) c) d) When done in a timely manner, which is the MOST effective way to save on costs, and increase revenue? Inspecting properties Training new hires Ordering supplies Completing make readies While assisting in the bid process for a full exterior painting of an apartment community, a maintenance technician is offered season tickets to a local sports team by one of the vendors in exchange for supporting the vendors bid on the project. Which action by the technician is MOST appropriate? Accept the tickets with management approval Accept the tickets and recommend the vendor Decline the tickets and inform management Decline the tickets and do not inform management When a maintenance technician is conversing with a resident who is upset, which method is best to diffuse the situation? Learn, apologize, suggest, and thank Look, agree, smile and thank Listen, approve, suggest, and thank Listen, apologize, solve, thank How many hot wires are needed in a single phase 240V circuit? 1 2 3 4 When a fire occurs, who should be contacted FIRST? Residents Maintenance Office Management Office Fire Department Why is it important to have clean evaporator and condenser coils? The suction line will sweat The heat will transfer efficiently The filter life will be extended The filter dryer will become saturated Which term describes an electrical current that takes a path back to the service panel that is not a planned path? Open Overloaded Reversed Polarity Short 8. Where should a maintenance technician find the proper method for cleaning up chlorine that was spilled in the pool pump room? a) Certified Pool Operator Hand Book b) Employee Handbook c) MSDS d) Property Safety Manual 9. Which PPE is necessary when working in situations in which refrigerant is used? a) Latex gloves b) Safety goggles c) Shoe covers d) Sleeve extensions 10. What is the purpose of implementing and documenting a preventative maintenance program? a) To inspect vendors work b) To learn the property c) To check on residents d) To minimize workload 11. Which test can be used to determine if there is an uninterrupted electrical polarity through a part of a fixture when the power is off? a) Voltage b) Amperage c) Continuity d) Capacitance 12. Generally, when should an appliance be replaced instead of repaired? a) The replacement is easier than the repair b) The appliance is out of warranty c) The tenant would prefer a new appliance d) The repair cost exceeds the replacement cost 13. Which is the best directive to follow regarding key control? a) Company Policy b) OSHA regulations c) Manufacturing standards d) NAA guidelines 14. Which action by a maintenance technician is most likely to lead to a fair housing complaint? a) Greeting a resident in the hallway b) Commenting on a residents appearance c) Delivering a residents package to his/her apartment d) Holding the office door for a resident 15. If a maintenance technician notices that a vendor is using a material that does not meet the standards of the apartment complex, what should the technician do? a) Place an order f or the regular material and donate it to the contractor b) Grab some of the material and demonstrate its poor quality c) Ignore it and continue with the day d) Report the situation to the on-site manager and/or vendor supervisor 16. A maintenance technician successfully removes a toy action figure that was stuck in a resident’s toilet. Which statement is the best way to document the situation? a) Toilet fixed b) Removed kid’s action figure from toilet c) Removed kid’s action figure from toilet using auger d) Removed toy from toilet 17. Which part of a water heater is a safety device intended to prevent explosions? a) High-level switch b) Shut off valve c) Inlet valve d) Pressure release gauge 18. What is the maximum diameter of a P-Trap drain line that should be used in a kitchen? a) 2in b) 1 ¾ c) 1 ½ d) ½ 19. What is the PRIMARY purpose of inspecting the exterior of an apartment community’s buildings? a) Resident retention b) Crime prevention c) Curb appeal d) Asset preservation 20. What type of maintenance will extend the life of mechanical equipment? a) Responsive b) Predictive c) Preventative 21. While completing a make ready, you notice that the pump on the dishwasher is not working. Which information should the technician provide the supervisor? a) The age of, condition of, and time required to turn the apartment home and the turn checklist b) The age of the apartment home and the condition of and the time required to repair the appliance c) The age and condition of the appliance and the time required to repair the appliance d) The age and condition of the appliance and the time required to turn the apartment home 22. A maintenance technician is calibrating an oven and sets the temp to 300*F. How many complete cycles should the technician let the oven make before calculating the average temp? a) 1 b) 3 c) 5 d) 7 23. What is the MOST common reason for bubbles under the paper tape after a drywall patch has dried? a) Not enough joint compound on top of the paper tape b) Not enough joint compound under the paper tape c) Too much spackle under the paper tape d) Too much spackle on top of the paper tape 24. On which document should a maintenance technician record the condition of a sidewalk between two buildings? a) Opening checklist b) Capital expenditure checklist c) Exterior inspection checklist d) Make ready checklist 25. At what frequency should common area bathrooms be inspected for safety and sanitary issues? a) Once per day b) Once per week c) Twice per week d) Twice per month 26. What is the BEST material to use on HVAC pipe brazing? a) Silver solder 5%-15% b) Silver solder 2% c) Soft set rosin core solder d) Soft set 60/40 solder 27. When a maintenance technician notices that a sidewalk has cracked and substantially heaved, what is the FIRST step? a) Barricade the area b) Notify the property manager c) Schedule a repair d) Paint the crack yellow 28. A maintenance technician notices several dead bushes in the landscaping around the front entrance. What should the technician do FIRST? a) Contact a landscape vendor b) Prune the bushes c) Remove the bushes d) Water the bushes 29. When should the locks in an apartment be changed from vacant locks to different locks? a) When the apartment home is vacated b) When the make ready is complete c) Prior to the new resident moving in d) Prior to the final inspection 30. A maintenance technician has a scheduled appointment with a resident. After knocking and waiting a minute with no answer, what should the technician do? a) Enter the apartment b) Knock again and wait for another minute c) Loudly state, “Maintenance”, and enter the apartment d) Reschedule the service request 31. Which note is an example of a correctly completed service request regarding a clogged garbage disposal? a) Emptied disposal by dumping it in the trash. Fixed b) Removed debris from the disposal and flushed the grind chamber. Ran disposal c) Removed fish grease that the lady placed in the disposal. Double checked operation d) Removed refuse that kids had placed in the disposal. Verified reset button was deactivated, and reinstalled 32. A property manager gives a technician several boxes of records and asks that the files be stored. Which location would be MOST appropriate for the storage? a) Boiler room b) Electrical room c) Mechanical closet d) Attic 33. Which procedure for disposing a fluorescent light bulb is proper? a) Dispose in the dumpster b) Double wrap it in a plastic bag c) Seal it in a cardboard box d) Take it to a recycling center 34. What is the BEST practice for providing an electrical room key to a vendor? a) Obtain identification and record the checkout in a key log b) Exchange the key for the vendor’s business card c) Provide the key and document when it will be returned d) Give a copy of the key to the vendor with return instructions 35. Which scenario presents a safety issue requiring immediate attention? a) A storm cap has blown off a flu pipe b) A slat has broken on a property fence c) There is a loose hand rail on a common area stairwell 36. While opening and inspecting the property pool, the maintenance technician notices that the latch on the only entrance gate is not functioning. What is the FIRST action to take? a) Prop the gate open b) Close the pool c) Note the broken latch on the opening checklist d) Submit a service request to have the gate repaired 37. A management company takes over a property that was built in 1990 and the maintenance team immediately notices that the steps to the leasing office have no handicap access. What legislation requires the addition of a ramp? a) Americans with disabilities act b) Equal employment opportunity act c) Fair housing act d) OSHA 38. Which application method helps ensure that silicone caulk lasts a) Tape the edges while applying b) Apply with a wet finger c) Wipe down with a wet sponge d) Dry the bead with a heat gun 39. What legislation governs treatment of residents and prospective residents? a) OSHA regulations b) Age discrimination in Employment Act c) Fair Housing Act d) Equal Employment Opportunity Act 40. An EPA certified technician is working with a new refrigerant. Who is responsible for ensuring that the work performed is in compliance with any updates to regulations associated with the refrigerant? a) The technician b) The property manager c) The maintenance supervisor 41. Which organization makes lockout/tagout a mandated technique? a) National Security act b) National Association of electrical engineers c) National safety council d) Occupational Safety and Health Administration 42. A maintenance technician is walking through an apartment community. Which action by the technician BEST demonstrates great customer service? a) Changing the tire for a resident who has a flat b) Stopping each resident to ask how they are doing c) Stopping to water the house plants of a tenant who is out of town d) Smiling and waving at all residents as they walk by 43. Which of the following criteria is MOST essential when selecting a vendor to work on the apartment community’s property? a) Best price and best work completion record b) Proper tools and experienced people c) Company procedures and the appropriate insurance coverage d) Record of the best references 44. While work is being performed on the property by a vendor/contractor, what is the role of the maintenance technician to make sure the scope of work is complete? a) Signing the approved bid b) Writing the check c) Observing and reporting to the job supervisor or on-site manager d) Hiring and/or firing vendor/contractor 45. There are 20 scheduled move-ins during a week. In order to ensure that the move-ins are completed efficiently, which event should occur? a) Make ready planning b) Vendor action planning c) Staff meeting d) Vendor meeting 46. Why is it important for maintenance technicians to have a professional appearance? a) To create a safe environment b) To have a team environment c) To comply with federal uniform standards d) To project a positive image of the community 47. What part of a lock attaches to the back of a cylinder and causes the deadbolt to extend nto and out of the strike? a) Pin b) Plug c) Spring d) Tailpiece 48. What of the following is an example of good time management? a) Completing service requests in the order they are received b) Implementing a daily plan for service requests and make-readies c) Installing carper before completing the make-ready painting d) Scheduling turnover procedures 24hours before a move –in 49. According to EPA regulations when any refrigerant is removed it also must be: a) Replaced b) Recycled c) Reclaimed d) Recovered 50. What is the name of the procedure in which the source of energy is shut off and a locking device and/or tag is attached at the source? a) PPE procedures b) National electrical code procedure c) Lockout/Tagout 51. What guidelines should be followed for performing proper preventative maintenance on kitchen appliances? a) Appliance manufacturers b) Management company’s c) National Apartment Associates d) American National Standards Institute’s 52. New residents in the apartment become upset during move-in/walkthrough. They state they were promised new appliances, but the old ones are still there. What should the maintenance technician tell the residents? a) They will not get new appliances b) New appliances will be ordered for them c) A leasing professional will contact them regarding the matter 53. In order to flush the tank of a water heater, which valve needs to be opened? a) Water supply b) Gas valve c) Check valve d) T&P inlet valve 54. Which step must be taken during a make ready? a) Leave a move-in gift b) Replace the locks c) Complete a repainting d) Replace the flooring 55. On which factor should purchasing decisions be made? a) Overall value b) Lowest price c) Resident preference d) Relationship with vendor 56. A maintenance technician encounters an issue with an air conditioner but is not familiar with the repair process. Which is the best way to resolve the issue? a) Ask the manager to call a contractor, and observe the repair process b) Stop the repair and move on to the next service request c) Replace the air conditioner with one that is more familiar d) Replace commonly malfunctioning parts until the issue is resolved 57. Which website should a technician visit to obtain information with new refrigerant standards? a) National Apartment Association b) Environmental Protection agency c) OSHA 58. What is the FIRST step when repairing a hole in a wall that has orange peel texture? a) Apply joint compound to the wall b) Place adhesive mesh tape on the wall c) Remove the texture around the hole d) Sand the edge of the hole 59. Which component of a refrigerator keeps the temperature at the desired setting? a) Thermostat b) Lint collector c) Defrost timer d) Evaporator fan 60. If an incandescent bulb is rated at 60 watts, how many amps will it draw? a) 72 b) 50 c) 2 d) 0.5 61. Which substance provides the best lubrication for faucet O-rings? a) Petroleum jelly b) Plumber’s grease c) Plumber’s putty d) Mineral Oil 62. For which document is timely completion MOST critical? a) Apartment inspection report b) Incident report c) Pool chemical log d) Refrigerant log 63. Which responsibility of a maintenance technician has the greatest impact on improving resident retention rates? a) Starting the workday early b) Placing balloons at property entrance c) Keeping common area bathrooms cleaned and stocked d) Ensuring that common grounds stay clean 64. Which safety device opens the electrical circuit if a clothes dryer overheats? a) Circuit breaker b) Door safety c) Thermal fuse d) Rollout switch 65. What are semi-annual property inspections intended to prevent? a) Move-outs b) Overgrown landscaping c) Poor contractor work d) Costly repairs 66. Which is the best representation that a maintenance technician should note on a service report? a) A description in as few words as possible to describe the issue b) A detailed description of the overall condition of the apartment c) A description of the work performed in response to the service request d) An accurate description of the resident who started the service request 67. Which type of expense is described as the costs to maintain and run the property (including all payroll, taxes, insurance, pest control, supplies, landscape etc.) a) Necessary expenses b) Capital expenses c) Operating expenses d) Negative expenses 68. According to the national swimming pool association, what is the ideal pH range in a pool? a) 0.5-10 b) 1 to 3 c) 7.2 to 7.4 d) 7.4 to 7.6 69. An emergency eyewash station is required at which location? a) Fitness center b) Laundry facility c) Maintenance shop d) Model apartment 70. What is the primary reason for maintaining an accurate and detailed exterior lighting log? a) To track the amount of inventory that is used b) To limit the liability of the property owner c) To keep track of recurring lighting issues d) To help in reducing labor and budget costs 71. How should non-emergency service requests be prioritized? a) According to the location of the apartment home b) In the order they are received c) Most likely to be a difficult repair d) Most to least inconvenienced resident 72. A water heater makes a rumbling sound when the burners are active. Which is MOST likely the cause? a) Gas pressure is incorrect b) The pressure relief valve is discharging c) Sediment present in the tank d) Water is overheating 73. Which product is MOST effective at killing and removing mold from a bathroom tub surround? a) Disinfecting detergent b) Bleach c) Glass cleaner d) Oil Soap 74. Which term BEST describes recreational pool water with a pH of 8.0? a) Acidic b) Corrosive c) Natural d) Alkaline 75. Which statement about PPE for electrical work is true? a) If lockout/tagout is used, PPE is optional b) Eyes, hands and feet require PPE c) Protection against electrical shock is all that is recommended d) Leather pants and apron are required for 240v work 76. A maintenance technician is servicing a range and the resident starts to complain about the next-door neighbors. How should the technician respond to the situation? a) Agree with the complaints and continue service b) Continue the service and avoid conversation about the neighbors c) Listen to the complaints, complete the work order, and speak with the neighbors d) Leave the home immediately, and report the situation to your supervisor 77. A maintenance technician receives a service request to repair the dishwasher of a resident who is not at home. The technician notices that the “permission to enter” box has not been checked. What action should the technician take? a) Have the manager contact the resident for permission b) Ask the leasing professional for permission to enter c) Close the service request and move on to the next one d) Document knocking, and complete the service request 78. Which statement accurately describes the relationship between a refrigerants pressure and temperature? a) As the pressure decreases, the temperature increases b) As the pressure decreases, the temperature remains constant c) As the pressure increases, the temperature decreases d) As the pressure increases, the temperature increases 79. What is the purpose of the dip tube in a water heater? a) Delivers cold water to the lower part of the tank b) Captures air inside the water tank to reduce tank air bubble noises c) Captures heated water and delivers it to the faucets d) Protects the water tank from the harmful effects of electrolysis 80. Which type of property inspection BEST helps minimize loss to the company property? a) Exterior lighting b) Common area c) Property entrance 81. Why do manufacturers recommend that water heaters be flushed every 6-12 months? a) To keep the water from smelling b) To protect the tank from rusting c) To maintain the water flow d) To maintain the efficiency of the heater 82. Which sanitizing agent is MOST effective in heated recreational water? a) Chlorine b) Bromine c) Muriatic acid d) Soda ash 83. Which class is protected under the Fair Housing Act? a) Age b) Source of income c) Military status d) National Origin 84. Regarding company property, which is the BEST resource to use when answering questions pertaining to the American’s with Disabilities act? a) The internet b) Equal Employment Opportunity guidelines c) Company policies and procedures manual d) Fair Labor Standards Act guidelines 85. A maintenance technician needs to enter an apartment to complete a service request, but the only person currently at home is a minor. How should the technician proceed? a) With the minor’s permission, enter the apartment b) Call the minor’s parents for approval c) Do not enter the apartment, notify the apartment manager d) Do not enter the apartment, close the service request 86. The electrical code requires neutral wire to be identified by what color of wiring insulation? a) White b) Green c) Brown with white stripe d) Purple with yellow stripe
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