Real Estate Brokerage, Seventh Edition Final Exam 1 by Laurel D. McAdams, Joan m. Sobeck, and John E. Cyr Final Exam 1 1. A positive outcome of cumbersome security procedures is that many actually @ Chapter 1; page 2 a. cost less than expected. b. avoid employee turnover. c. prevent outsourcing. *d. enhance inventory and quality control. 2. In the first several years of this century, about 40 percent of condos were purchased by @ Chapter 1; page 6 a. single men. *b. single women. c. immigrants. d. multigenerational households. 3. The Internet Data Exchange (IDX) allows consumers access to @ Chapter 1; page 7 a. only company listings. b. only listings with special permission from their owners. *c. any listings of cooperating multiple listing service (MLS) brokers d. any listing on the market including for-sale-by-owner listings. 4. A distinguishing characteristic of a Virtual Office Website (VOW) is that a VOW @ Chapter 1; page 8 *a. requires that visitors establish a client-broker relationship before they can access postings of property listings. b. does not require that visitors establish a client-broker relationship before they can access postings of property listings. c. does not allow access to a competitor’s listings. d. allows access to for-sale-by-owner listings. 5. A more accurate term for the process by which companies realign their operations to be more profitable is @ Chapter 1; page 12 a. downsizing. b. upsizing. c. reengineering. *d. rightsizing. 6. In order to increase revenue, a service industry such as real estate can @ Chapter 1; page 15 a. manipulate production. b. increase the number of services. *c. unbundle services. d. not charge transaction fees. 7. The characteristic of a leader to accept responsibilities for outcomes is @ Chapter 2; page 28 *a. accountability. b. integrity. c. trustworthiness. d. decisiveness. 8. People come to work for different reasons. In contemporary business practices, the process by which a manager is able to encourage people who have different motives and goals to work together is called @ Chapter 2; page 30 a. collaboration. *b. team building. c. peer control. d. group effort. 9. The very nature of a leadership position confers @ Chapter 2; page 27 a. respect. *b. power c. loyalty. d. integrity. 10. Managers can effectively accomplish an enormous amount of work if they learn the fine art of @ Chapter 2; page 31 a. encouraging loyalty to the company. b. building teams. c. assisting their people to gain experience. *d. delegating authority. 11. What is the style of the manager who exercises complete control over his or her subordinates and does NOT tolerate participation? @ Chapter 3; page 36 a. Autocratic style *b. Dictatorial style c. Participatory style d. Laissez-Faire style 12. Which style of management is often utilized by management to take advantage of the self-directed workplace and avoids getting too involved? @ Chapter 3; page 38 a. Autocratic style b. Dictatorial style c. Participatory style *d. Laissez-Faire style 13. People are more likely to be encouraged to produce more if the manager @ Chapter 3; page 41 a. is highly critical. *b. praises acceptable behavior. c. micromanages behavior. d. focuses on every mistake. 14. In today’s workplace, a manager is more likely to be supervising a person @ Chapter 3; page 45 *a. whose profile is different from the managers. b. who has been labeled successful or loser. c. whose background is very similar to the manager’s background. d. who may be quite prejudiced and thus difficult to work with. 15. What is one of the MOST difficult parts of becoming a sales manager in a real estate office? @ Chapter 3; page 49 a. Learning transaction or technical skills b. Winning the popularity contest with the salespeople c. Labeling salespeople with an appropriate moniker or “handle” *d. Changing from being a doer to a supervisor 16. Which of the following should be the goal of a successful sales manager? @ Chapter 3; page 51 a. Allow the salespeople the freedom of self-direction b. Listen, but do not offer advice, when they come with problems c. Set an example by being the top producer in the office *d. Help salespeople reach their goals 17. The typical sales manager should consider @ Chapter 3; page 53 a. returning to college to pick up a business degree. b. leaving real estate for a couple of years to gain experience from the corporate world. *c. taking a business management course. d. utilizing his or her expertise and training gained as a licensed salesperson. 18. What is the essence of communication? @ Chapter 4; page 55 a. Monitoring performance b. Correcting errors and deviations from the acceptable norm c. Making tough decisions *d. Gathering and disseminating information 19. Which of the following is one of the best ways for a manager to gather information? @ Chapter 4; page 57 *a. Watching the body language of salespeople after the sales meeting b. Conducting weekly or bi-weekly interviews c. Soliciting emails d. Taking top producers to lunch 20. Which of the following is an example of effective communication? @ Chapter 4; page 58 a. Listener "tunes off" because he doesn’t trust the speaker’s credibility and integrity b. Conversation issue becomes who’s right rather than what’s being said c. Each person has a different perception of the relevance of what is being said *d. Time sensitive data reaches the intended recipient 21. The basic rule when deciding to convene a meeting is @ Chapter 4; page 62 a. regularly schedule a meeting, with or without an agenda. *b. have a clearly defined purpose for the meeting. c. find out who is available to attend before making up the schedule. d. publish an agenda well in advance. 22. In order to effectively make decisions, the manager should first @ Chapter 4; page 68 a. evaluate the outcome. b. develop alternatives. *c. define the situation. d. implement the decision. 23. A manager has just negotiated a solution between two salespeople. This is an example of @ Chapter 4; page 67 a. entrepreneurial decisions. b. corrective decisions. c. resource decisions. *d. mediation decisions. 24. The planning process begins by @ Chapter 5; page 78 a. selecting the location for the business. b. recruiting, selecting and hiring the staff. *c. gathering information about the marketplace and factors that might impact operations. d. determining marketing and advertising strategies. 25. What are economic indicators? @ Chapter 5; page 80 a. Statistics that are usually not relevant to the real estate market *b. Clues about the environment in which the business operates c. Reasonable guesses about the state of the economy d. Future predictions about the marketplace 26. The broadest indicator of the strength of the economy which show economic output and growth is the @ Chapter 5; page 80 a. number of new housing starts (HNS). *b. gross domestic product (GDP). c. consumer price index (CPI). d. gross profit margin (GPM). 27. Which of the following political issues benefit the real estate industry? @ Chapter 5; page 85 a. Aggressive environmental regulations *b. Support private property rights c. Increase in regulations and taxes imposed on real estate businesses d. Changes in the tax law to slow down real estate investment 28. According to an AARP survey, the vast majority of baby boomers @ Chapter 5; page 90 *a. wish to remain in their homes free of any mortgage indebtedness. b. expect to refinance their homes in order to afford living in them. c. will decide where to live based on the real estate market. d. expect to buy a larger home in order to accommodate children who return home. 29. According to the National Association of REALTORS (NAR), by 2010, more than half of first time homebuyers will be @ Chapter 5; pages 90-92 *a. minorities. b. Baby Boomers c. Generation X-ers. d. living in multigenerational households. 30. What has been the effect, if any, of the Internet on today’s real estate marketplace? @ Chapter 6; page 96 a. It has had little or no effect. *b. It has vastly changed the geographic market. c. It has restricted options. d. It has made it easier to win trust and maintain loyalties. 31. Due in part to the enormous liability brokers face today, it is advisable for brokers to @ Chapter 6; page 100 a. offer a broad range of services. *b. practice within the limits of the broker’s expertise. c. deal in all types of properties and transactions. d. offer appraising, auctioning, and escrow services in addition to sales. 32. Under which of the following contracts can a broker work with consumers and be paid a commission while still NOT representing the consumer? @ Chapter 6; pages 104-105 a. Exclusive buyer agency contract b. Exclusive right-to-sell listing agreement *c. Transaction brokerage d. Exclusive buyer’s agent (EBA) 33. Some real estate companies are providing only the services that the client, either seller or buyer, desires and is willing to pay for. This type of service is called @ Chapter 6; page 106 *a. the a-la-carte approach. b. open listings. c. exclusively only buyers representation. d. exclusive agency. 34. When analyzing potential business opportunities for your company in the market place, which of the following would be LEAST significant when making a decision? @ Chapter 6; pages 108-109 a. Competitors market share *b. Income levels of competitors’ salespeople c. Number of potential users of your services d. Projected number of properties that are likely to sell 35. The total number of sales transactions for one real estate company divided by the total number of sales in the market area results in determining the @ Chapter 6; page 110 a. average sale price in the area. b. gross sales volume. *c. market share. d. competitive edge. 36. The purpose of defining a company’s market is to @ Chapter 6; page 110 *a. identify target markets with sufficient business potential. b. learn about competitors’ pricing. c. justify a prestigious location. d. prepare the company to affiliate with a large franchise. 37. Should a company go through the planning process? @ Chapter 7; page 117 a. No, planning only raises expectations, so it is better to “go with the flow.” b. Yes, if the owner can find business-savvy friends to help with the plan. c. No, investing time and money in preparing a business plan is an unnecessary use of resources. *d. Yes, planning should identify the methodology needed to meet the company’s goals. 38. What is the purpose of planning? @ Chapter 7; page 118 *a. Directs the organization’s financial and human resources to the activities that yield the greatest return on the investment b. Preserves resources for customary activities even though they produce marginal results c. Ensures that salespeople are satisfied with their commission splits d. Provides the salespeople an opportunity to influence company direction 39. A typical long-range, or strategic, business plan spans @ Chapter 7; page 121 a. 1-3 years. *b. 3-5 years. c. 5-8 years. d. 8-10 years. 40. The mission statement is the foundation of long range planning and provides @ Chapter 7; page 122 a. specific goals for the organization. *b. the fundamental purpose for the existence of an organization. c. strategies by which the goals will be reached. d. inspiration to members of the organization. 41. A contingency plan may be incorporated in the business plan to @ Chapter 7; page 127 *a. establishes alternative goals and strategies in the case of unforeseen events. b. allow the organization to spend resources in uncontrolled ways. c. provide methodology for accomplishing each goal. d. provide the priorities during the timeframe of the plan. 42. The working document for managers at all levels in the organization to monitor the organization’s progress is the @ Chapter 7; page 131 *a. business plan. b. executive summary. c. contingency plan. d. activity plan. 43. The legal form of ownership in which the broker personally reaps all of the rewards of the business but also bears the responsibility and personal liability for its losses is @ Chapter 8; page 141 *a. sole proprietorship. b. limited liability company. c. general partnership. d. S corporation. 44. Which of the following has unlimited liability? @ Chapter 8; page 145 a. A stockholder in an S corporation b. An investor in a limited liability company *c. A general partner in a limited partnership d. A stockholder in a corporation 45. The MOST common reason brokers join franchises is @ Chapter 8; page 146 a. to enjoy maximum freedom to conduct their own affairs. *b. to obtain the professional marketing and advertising expertise. c. to be able to follow the program laid out by the franchise. d. because they are relatively inexpensive to join. 46. When joining forces with another real estate company, which one of the following is likely to have the MOST significant bearing on the success of the new venture? @ Chapter 8; page 151 a. Geographic location of the company’s office b. Company’s affiliation with a franchise *c. Retention of the organization’s sales force d. Company’s presence on the Internet 47. A small centralized operation in which the broker supervises the sales associates or hires a sales manager describes a @ Chapter 8; page 157 a. one-person organization. *b. one- to ten-agent organization. c. monolithic organization. d. decentralized organization. 48. Which of the following will MOST likely affect the location of a real estate sales office? @ Chapter 9; page 170 *a. Nature of the sales that will be done in that office b. Proximity to the broker’s residence c. Lower rents in an out-of-the-way location d. Accessibility to a major highway 49. In some offices, salespeople must call to reserve time at a desk. This new method of managing workstations is called @ Chapter 9; page 172 a. virtual offices. *b. hotelling. c. a bull pen arrangement. d. electronic office. 50. One of the major reasons for the design of "open offices" in business today is that it @ Chapter 9; page 179 a. provides safety for the staff. *b. fosters teamwork and interaction among staff. c. enables managers to supervise more easily. d. serves customers and clients more effectively. 51. As companies become increasingly dependent on computerization, their ability to continue in business can be seriously compromised if @ Chapter 9; page 187 a. salespeople don’t use the technology that is available. b. regulators restrict the application of computers. *c. data is not protected from a system failure. d. computers are not networked throughout the organization. 52. A broker decides to install text telephones to comply with the @ Chapter 9; page 190 a. fair housing laws. b. Real Estate Settlement Procedures Act (RESPA). *c. Americans with Disabilities Act (ADA). d. Truth-in-lending (TIL) laws. 53. Which of the following is NOT required by law, but could be considered a goodbusiness investment? @ Chapter 9; pages 190-191 a. Text Telephones b. Audio-supported computer software c. Entrance ramp *d. Multilingual communications 54. On an income statement, the total income minus the total expenses is the @ Chapter 10; page 197 a. gross profit. *b. net income. c. company dollar. d. break-even point. 55. The financial statement that reports the organization’s assets, liabilities, and owner equity is called the @ Chapter 10; page 196 a. profit and loss statement. *b. balance sheet. c. cash flow statement. d. double-entry financial statement. 56. The picture of an organization’s financial performance during a particular period of time is called the @ Chapter 10; page 197 *a. income and expense statement. b. balance sheet. c. pretax profit. d. owner’s equity. 57. A cash flow statement is important to the business because it reports @ Chapter 10; page 199 a. revenue and expenses. *b. receipts and disbursements. c. assets and liabilities. d. profit and loss. 58. What type of financing is preferable if the owners do NOT want to give up any ownership interest? @ Chapter 10; page 200 a. Equity financing b. Short term financing *c. Debit financing d. Financing portfolio 59. When a company states how it intends to spend its money within the next year, for example, the company is working with a @ Chapter 10; page 205 *a. general operating budget. b. cash flow analysis. c. balance statement. d. profit and loss statement. 60. The “company dollar” is defined as the funds remaining from gross income after the cost of sales has been deducted. Of the following, which is considered cost of sales? @ Chapter 10; page 208 a. Fixed operating expenses b. Variable expenses c. Marketing expenses *d. MLS, franchise, referral, and relocation fees 61. A set of beliefs that outlines a company’s value system and the right way for it to do business is called @ Chapter 11; page 224 a. an ethnic code. b. standards. *c. ethics. d. the “golden rule.” 62. Which of the following would be addressed in the employee policy manual? @ Chapter 11; pages 222, 235 *a. Vacation and sick time b. Cooperation among salespeople c. Open house procedures d. Coinsurance on automobiles 63. A broker or manager can implement ethical behavior throughout the organization by @ Chapter 11; page 227 a. avoiding stiff penalties for violations. b. applying different standards to behavior for part time versus full time staff. c. tolerating unethical behavior if it gets the job done. *d. putting the organization’s code of ethics in writing. 64. What is the purpose of the policy and procedures manual? @ Chapter 11; page 230 a. Tells the people who work for the company the day-to-day rules of conduct *b. Guides the conduct of the sales associates to be consistent with the organization’s business objectives c. Directs internal procedures governing employment and employee relations d. Required by OSHA rules and outlines safety issues in the workplace 65. Once company policies and procedures have been developed, management should @ Chapter 11; page 230 *a. consistently enforce the rules. b. intermittently administer sanctions. c. apply the standards only when absolutely necessary. d. permit some people to get around the rules if they have a good reason. 66. The traditional focus of marketing in real estate has been the promotion of the firm’s @ Chapter 12; pages 239-240 a. sales associates. *b. listings. c. services. d. location. 67. Today, which mass media marketing tool should be the centerpiece of any media campaign? @ Chapter 12; page 244 a. Television b. Radio *c. Internet d. Newspapers 68. According to the Telephone Consumer Protection Act, company solicitors who violate its provisions can be subjected to @ Chapter 12; page 255 a. suspension of a solicitation license. *b. damage suits of up to $500. c. damage suits of up to $1000. d. suspension of a real estate license. 69. When advertising a listing, the owner’s position must be accurately represented, such as publishing @ Chapter 12; page 261 *a. only the price authorized by the owner. b. information that could compromise the owner’s negotiation position. c. information that violates the broker’s fiduciary responsibility to the owner. d. typographical errors. 70. Who is responsible for advertising accuracy? @ Chapter 12; page 261 *a. Broker b. Listing salesperson c. Seller d. Office manager 71. Calculate the desk cost for Professional Realty which has eight desks and 12 salespeople. Its annual operating budget is $275,000; secretary is $16,500 and cleaning service is $75 per month. The cost of sales averages 47 percent of the gross commissions. @ Chapter 13; page 283 a. $13,596 b. $20,394 *c. $24,367 d. $36,550 72. An independent contractor can be designated as full- or part-time based on @ Chapter 13; pages 284, 286 a. number of hours worked per week. *b. production. c. other sources of income. d. years of experience. 73. A broker interviewed four candidates. He hired one, and rejected three. The broker may have violated the employment laws by refusing to hire the other applicants. In which of the following instances is the broker justified in NOT hiring the applicant? @ Chapter 13; page 288 a. Applicant Betty: 58 years old, real estate sales for 15 years *b. Applicant Joe: 35 years old, residential home builder, preparing for the state license exam c. Applicant June, early 30’s, GRI, expecting her first child in six months d. Applicant James, late 40’s, million dollar club last three years, uses a wheelchair 74. Why is the independent contractor model the tradition in the real estate industry? @ Chapter 13; pages 286-287 a. Provides more the broker with more control over the production by the sales force *b. Cost saving to the real estate company c. Broker has more time to sell since he or she is not required to supervise the independent contractors d. Broker can closely supervise specific tasks and hold people accountable with the goal of promoting better production and better quality service. 75. What does internal equity mean? @ Chapter 13; page 293 a. All people who work in the same class of jobs are paid at the same rate. b. People with greater experience or with specialized jobs are compensated at higher rates. *c. The compensation of one sales associate must be commensurate with the pay that another salesperson with similar experience or production receives. d. A company may pay staff according to the money available at the time staff was hired. 76. Which step in the hiring process consists of assembling a pool of candidates for consideration? @ Chapter 14; page 305 a. Prescreening *b. Recruiting c. Selection d. Hiring 77. Of what value is an exit interview? @ Chapter 14; page 304 *a. Company cannot invest in new hires until management knows why the others left b. Opportunity for management to cheer up the staff person who is being let go c. Management can tell the exiting staff person all the reasons for the termination d. Management can use a strong offense to ensure that the departing person will speak well of the company 78. When preparing to recruit, management should @ Chapter 14; page 307 a. run ads in the local paper. *b. establish a prescreening process that it carefully follows. c. interview anyone who walks in the door. d. hire anyone who passes the real estate exam. 79. How long should an appropriate formal interview last? @ Chapter 14; page 310 a. 15 minutes b. 30 minutes *c. 45 minutes d. At least an hour 80. Of the following, the MOST desirable method to attract experienced sales associates to the real estate company is @ Chapter 14; pages 317-318 a. sending recruiting letters to a competitor’s office. b. making the rounds of open houses to meet potential salespeople. c. waiting for the experienced sales associates to approach the manager. *d. having the current staff recruit top-notch sales associates. 81. The BEST training method for new licensees is to @ Chapter 15; pages 337, 339 a. have them learn "scripts" of what to say when a customer makes a comment or raises an objection. b. use a strategy that works for other sales associates. *c. give them tools that enable them to "think on their feet" to evaluate situations and respond appropriately. d. attend a motivational seminar once a week. 82. Which of the following MOST clearly indicates the value of training? @ Chapter 15; page 339 a. Enthusiastic evaluations at the end of each training day *b. Changes in the volume of transactions c. No one drops out of the training sessions d. Some of the attendees want to become trainers themselves 83. Training can be MOST effective when management @ Chapter 15; page 348 a. follows a hands-off policy. *b. reinforces the training with one-on-one follow up. c. piles on lots of information early on. d. begins with technical information first, followed by people skill training. 84. The key to an effective brainstorming session is @ Chapter 15; page 353 a. listening only to people who will be affected by the outcome. b. gaining consensus on the best solution. *c. no criticism of any offered solution. d. to extensively critique each idea as it is raised. 85. What is the benefit of an in-house training program? @ Chapter 15; page 342 a. Major financial commitment b. Trainers are often professionals c. Greater impact than using outside trainers *d. More control over the entire delivery 86. Performance standards for sales agents should be linked to @ Chapter 16; page 363 a. changing their deficiencies in skills or abilities. *b. specific, measurable outcomes. c. arbitrary outcomes necessary for company profit. d. improving ineffective leadership that hinders their performance. 87. The minimum average production (MAP) is @ Chapter 16; page 382 *a. used to determine if a sales associate is producing a profit. b. calculated by adding the minimum profit expected from the operation to the desk cost and dividing that number by the number of agents. c. the minimum amount management expects from each sales associate. d. Any of the above 88. When terminating a sales associate, consideration must be given to @ Chapter 16; pages 381, 379, 383 a. whether the person is a top producer. *b. the legal implications of termination. c. testimony of other sales associates. d. relationship to the owner of the company. 89. Of the following, which is the MOST common reason why a sales associate would leave the firm? @ Chapter 16; page 382 a. Didn’t like the commission split *b. Dissatisfied with the management of personnel c. Unhappy because low producers were not terminated d. Felt they should receive more leads and referrals 90. What is the absolute final step of the disciplinary process? @ Chapter 16; page 384 a. Counseling b. Setting standards *c. Termination d. Documenting the unacceptable behavior 91. What is the legal requirement for retaining documents that pertain to real estate transactions? @ Chapter 17; page 399 a. The IRS requires that they should be kept indefinitely. b. These records are used primarily for tax preparation and may be discarded after filing the company return. *c. Because the legal requirements for retaining real estate documents vary from state to state, brokers should review state requirements to be in compliance. d. Good business practice dictates that management should retain all important documents for at least eight years. 92. What is the largest expense after cost of sale in MOST real estate firms? @ Chapter 17; page 410 a. Office rent *b. Advertising c. Licenses and fees d. Communication expenses 93. Is there any value to asking sales associates to maintain phone logs? @ Chapter 17; page 410 *a. Yes, the company can determine advertising effectiveness by monitoring per contact cost over several months. b. No, since sales vary according to the different times of the year. c. Yes, they give the sales people something to do during floor time. d. No, since someone has to actually convert the contacts to contracts anyway. 94. Which of the following is the best way to determine the effectiveness of a company Web site? @ Chapter 17; page 411 a. Number of daily hits b. Cost of site placement *c. Conversion of leads into business d. Awards received for the site 95. After reviewing ways to improve the “bottom line” for the firm, management may need to revise its plan and make some changes such as @ Chapter 17; page 419 a. closing a division which is not showing enough profit. b. increasing its capacity for providing its current services (vertical growth). c. branching out in related fields, e.g. property management, appraisal, mortgage lending or escrow (horizontal growth). *d. Any of the above 96. Risk management involves reactive measures and proactive steps to minimize potential loss to the company. Which of the following would be considered proactive? @ Chapter 18; page 96 *a. Recognizing potential problems and preparing procedures to avoid them b. Setting aside a litigation fund c. Purchasing liability errors and omissions insurance d. Deciding that litigation is just another cost of doing business 97. A sales associate suspects that the representations of the seller are NOT true. If the salesperson does nothing, the salesperson @ Chapter 18; page 432 a. has not done anything wrong. *b. could be guilty of negligent misrepresentation. c. has committed fraud. d. is merely “puffing.” 98. First, a company should analyze the level of risk to the organization, and then @ Chapter 18; page 414 a. find ways to hide the problems. b. look for loopholes to circumvent the risk. *c. develop possible solutions to prevent the risk. d. put aside money in a contingency fund to pay the legal bills. 99. The best defense in risk management is @ Chapter 18; page 439 a. a good lawyer. b. an exceptional accountant. c. deep pockets insurance policy. *d. complete company files in order, in writing. 100. The insurance policy that protects the company from certain claims against the company is @ Chapter 18; page 440 *a. errors and omissions insurance. b. liability insurance. c. workers’ compensation. d. loss of business insurance.
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