Communications & Professional Practice Section#2 Verbal Communication & Report Writing Quiz#3

• Question 1

  Needs Grading

  	List 10 common components of the body of the report, and give an example of each.
  	Selected Answer: [None Given] Correct Answer: 1. scope/contract: the inspection was done according to the ASHI Standards 2. descriptions: the roofing material is asphalt shingle 3. conditions or evaluations: the water heater is leaking 4. causes of conditions: the wet basement is a result of the leaking gutters and downspouts 5. implications: the uneven stairs are a trip hazard 6. recommended actions: the 30-amp fuses should be replaced with 15-amp fuses 7. limitations: no access was gained to the crawlspace 8. life expectancy: replacement of the roof covering will probably be necessary within the next 3-6 years 9. priorities: the open electrical box should be provided with a cover immediately and the service should be upgraded to 200-amps within the next year 10. ball park: furnace replacement may cost $1500 - 2500 Response Feedback: [None Given]

• Question 2

  Needs Grading

  	List 2 time options for report delivery.
  	Selected Answer: [None Given] Correct Answer:   1. on site reports 2. reports sent after the inspection Response Feedback: [None Given]

• Question 3

  Needs Grading

  	List 3 general types of report formats.
  	Selected Answer: [None Given] Correct Answer:   1. checklist 2. narrative 3. combination Response Feedback: [None Given]

• Question 4

  Needs Grading

  	List 4 reasons written reports are needed.
  	Selected Answer: [None Given] Correct Answer:   1. the Standards require it 2. to help the client 3. to control your liability 4. marketing tool Response Feedback: [None Given]

• Question 5

  Needs Grading

  	What elements, over and above the 10 common components, might be included in home inspection reports?
  	Selected Answer: [None Given] Correct Answer:   - report summary - client questionnaire - maintenance tips - filing systems - life cycle and cost estimates Response Feedback: [None Given]

• Question 6

  Needs Grading

  	Which report components are required by the Standards?
  	Selected Answer: [None Given] Correct Answer:   - descriptions - conditions Response Feedback: [None Given]

• Question 7

  Needs Grading

  	Describe in one sentence how remodeling contractors impact inspector liability.
  	Selected Answer: [None Given] Correct Answer:   Contractors often indicate that a home inspector should have identified the problem. Response Feedback: [None Given]

• Question 8

  Needs Grading

  	Describe in one sentence how the "competent inspector concept" applies to evaluating liability.
  	Selected Answer: [None Given] Correct Answer:   If a competent inspector under the same circumstances would have found the problem, the claim may have merit. Response Feedback: [None Given]

• Question 9

  Needs Grading

  	Describe in one sentence the "last-one-in syndrome".
  	Selected Answer: [None Given] Correct Answer:   People tend to believe the most recent information they have heard. Response Feedback: [None Given]

• Question 10

  Needs Grading

  	Describe in one sentence the nature of the liability that home inspectors bear.
  	Selected Answer: [None Given] Correct Answer:   People will tell you that you let them down by failing to identify or properly diagnose problems. Response Feedback: [None Given]

• Question 11

  Needs Grading

  	List 3 possibilities with respect to the merits of a complaint against you.
  	Selected Answer: [None Given] Correct Answer:   1. you were clearly right 2. you were clearly wrong 3. it's difficult to know Response Feedback: [None Given]

• Question 12

  Needs Grading

  	List as many of the 50 steps in a Standard home inspection as you can. The numbering is not as important as including all of the key points.
  	Selected Answer: [None Given] Correct Answer: 1. office provides you with inspection information 2. fill in the buyer's name and address on the contract 3. prepare the invoice 4. memorize the buyer's names 5. memorize the listing agent's and selling agent's names 6. locate the inspection address on a map and plan your route 7. determine the time you have to leave to arrive at the inspection early 8. review your inspection routine 9. review your script for your introductory and closing discussions 10. review your time goals for the inspection 11. check your vehicle 12. check your personal condition 13. leave the office at the appropriate time 14. drive past the home to confirm the address 15. drive the neighbourhood 16. park on the street 17. turn off your cell phone or pager 18. make sure you've memorized the names of buyers and agents 19. get your equipment out of your vehicle 20. ring the front doorbell with a business card and seller's letter in hand 21. introduce yourself to the seller and follow your script 22. take the tools you'll need for your exterior tour 23. do your exterior tour around the building 24. smile and look people in the eye as you approach the agents or buyers 25. introduce yourself 26. if it is an agent or someone else, follow that script 27. if it is the buyer, follow your buyer introductory script 28. perform your roof inspection 29. ask the client if everything is in order and complete your introductory discussion 30. discuss the roof results 31. start your exterior tour with your clients 32. establish your technical credibility on the exterior 33. inspect the garage or carport if you can 34. summarize the exterior 35. knock on the door and head inside 36. discuss with the seller where you'll be going 37. follow your routine, starting with the heating and cooling system (for example) 38. check the electrical system and summarize results 39. check the plumbing system and summarize results 40. check the structure and summarize results 41. perform your first interior tour 42. perform your second interior tour 43. check the attic and crawlspace 44. excuse yourself to write your report or complete your notes 45. let the client know you are going to summarize the report 46. summarize your report 47. ask if they have any questions 48. use your payment script 49. thank your client, invite them to call anytime and ask them to complete the questionnaire 50. thank the agents and sellers, say goodbye and leave the property Response Feedback: [None Given]

• Question 13

  Needs Grading

  	Name 2 general strategies for limiting liability.
  	Selected Answer: [None Given] Correct Answer:   - prevention strategies - response strategies Response Feedback: [None Given]

• Question 14

  Needs Grading

  	Provide 10 examples of each of the 2 general strategies for limiting liability.
  	Selected Answer: [None Given] Correct Answer: 1. Prevention strategies: - perform a competent inspection - adjust client expectations - describe your scope of work - define your specific limitations - keep your comments within your scope of work - inspect at a consistent depth - don't report as facts things that you are told - avoid superficial walk-through inspections - use a clear and meaningful contract - tell your clients they should expect things to go wrong 2. Response strategies: - respond as quickly as possible - don't avoid the issue - don't argue with the client over the phone - don't accept as fact anything you are told - go back to the home - try to find a resolution that leaves the client satisfied - follow up as quickly as possible - if there is a problem with the home, acknowledge the problem - come to a resolution as quickly as possible - use the "when things go wrong" document in your report Response Feedback: [None Given]