directory

Chapter 1 Pre-Property Services 100 Questions 100 1

Section 1 Property Management Office Preparation 2

Question 01:How management staff are scheduled 2

Question 02:When managers should be in place 2

Q03:Which property management appliances should be equipped 3

Question 04:What management systems should the Management Service develop 3

Q05:How to equip the Office of Equipment Management room 3

Question 06:Which departments to build good public relations with 3

Q07:Which seals should be handled well 4

Section 2 Property Project Takeover Acceptance 5

Question 01:Which Form 5s should be prepared prior to acceptance

Question 02:What is the requirement for data acceptance handover 5

Question 03:How to perform physical acceptance of a home 5

Question 04:Why must a qualified one be insisted on taking over a 6

Question 05:Why should the takeover date be clarified and the line of responsibility drawn 6

Question 06:What to do if a nonconformity problem is found in the acceptance

Question 07:How to deal with the legacy of takeover acceptance 6

Q08:How to implement warranty matters 7

Section 3 Property Project Entry Service 7

Question 01:What preparations to do well in the early stages of the new building 7

Q02:How to confirm the identity of the owner 8

Q03:What crisis precautions to take before joining 8

Q04:What are the training contents of the people before joining the team8?

Question 05:How to do a good job of on-site management 8

Question 06:How to deal with FAQ 9 in an emergency at the site

Q07:What information should be distributed to the partners 9

Q08:How to verify the owner’s profile 10

Question 09:What fees should the owner pay in advance when joining the group 10

Question 10: What to do if the owner finds a problem during a house inspection 10

Question 11:Water, electricity, gas can not be opened in time how to do 10

Question 12:What to do if the property is delayed

Q13:How to contact the property construction unit and owner 11 after joining the group

Chapter 2 Customer Service 100 Questions 12

Section 1 Management of the  Customer Service Center 13

Question 01:What are the responsibilities of theCustomer Service Center?

Q02: What work principles should the Customer Service Center follow 13

Q03:What arethe requirements for the work of the Customer Service Center 14

Q04:What arethe requirements for the meters of the customer service center staff 14

Q05:Whatare the requirements for the manners of the staff at the Customer Service Center 14

Q06:What are the basic polite language ofthe customer service center staff?

Q07:What are the requirements for customer service terms from customer service  center staff?

Q08:How the Customer Service Center conducts shift 16

Question 09:How to manage Key 17 of the Management Service

2nd Festival Regular Service  17

Question 01:How to receive and bid farewell to owner 17

Question 02:How to proceed with renovation approval 18

Question 03:Customer Service Center How to charge decoration fees, property management fees 18

Q04:Customer Service Center How to refund the renovation deposit 19

Question 05:How to take measures to effectively prevent interference 19

Q06:How to manage access IC card 19

Q07:How to do a good job of sending and receiving owner (user) mail 20

Q08:How the Customer Service Center charges an administrative fee of 20

Q09:How to handle move-in and move-out strip 21 for customers

Q10:How to rent a fixed parking space 21

Q11:How to rent a non-fixed parking space 22

Q12:How to handle a reception appointment that complains to the general manager 22

Q13:How to handle user company water license making 22

Q14:How to issue a site certificate for the owner (user) 22

Q15:How to handle the procedure for renting a meeting room for a user 23

Q16:How to go through the special cargo ladder procedure 23

Q17:How to go through the procedure of collecting a leftover or a user’s lost property claim 23

Section 3 Customer Visits Back to 24

Question 01:What categories are the return visits 24

Question 02:What are the ways to visit back 24

Q03:What are the contents of the visit?

Question 04:How to arrange the best 25 for the people visited

Question 05:How best to schedule the visit 25

Question 06:Visit, return visit owners (users) to pay attention to the details 25

Q07:How to do a good job of returning a complaint 26

Q08:What are the contents of the repair return visit?

Question 09:What is the principle of repair return visit 26

Q10:What are the requirements for repairing the language of the return visit 27

Q11:What are the requirements for repair return visits?

Section 4 Customer Complaint Handling 27

Q01:Why does the owner (user) complain about the facility?

Q02:Why the owner (user) complains about the management service 28

Q03:Why does the owner (user) complain about an emergency 28

Question 04:What kinds of complainants are 28

Question 05:What are the types of mentality of the complainant 29

Question 06:Why should I think about 29 when dealing with a complaint?

Q07:How to distinguish between a valid complaint and an invalid complaint 30

Q08:Why respond quickly to complaints 30

Q09:Why should you reject 30 in moderation when handling a complaint?

Question 10:Why should the complaint be summarized in a timely manner 31

Question 11:What is the procedure for handling complaints?

Q12:Which records to fill in for complaint handling 31

Section 5 Customer Relationship Maintenance 32

Q01:What are the contents of the customer profile?

Q02:Where customer data can be collected 33

Q03:How to classify and manage customer information 33

Q04:How to ensure that customer information is used effectively 33

Q05:How to archive and clean up customer data 33

Q06:Which customers are important customers of the property company 34

Q07:How to take special care of key customers 34

Q08:How to gain insight into the needs and expectations of owners

Q09:How to communicate effectively with the owners’ committee 35

Question 10:How to use announcements, notifications, and communication with owners 35

Question 11:What kinds of owners’ talks are 36

Question 12:How to have a good owners’ meeting 36

Question 13:Which neighborhood disputes should be actively resolved 37

Section 6 Community Culture Building 37

Question 01:What are the usual hardware for community culture?

Question 02:What sports community cultural activities can be carried out 37

Question 03:What literary community cultural activities can be carried out 38

Question 04:What arts community cultural activities can becarried out 38

Question 05:What kind of physical community cultural activities can be carried out 39

Question 06:What economic community cultural activities can be carried out 39

Question 07:How to develop a programme of community cultural activities 39

Question 08:How to facilitate the formation of spontaneous activities of owners (users) 40

Question 09:How to organize some large-scale events 40 because of snobbishness

Question 10:How to strengthen the archives management of community cultural construction 41

Question 11:How to manage the community’s bulletin board 41

Question 12:What should be donewith the content of the banner?

Question 13:How to create a festive atmosphere in the community 42

Chapter 3 Security Services 100 Questions 43

Section 1 Security Guards Manage 44

Q01:What are the requirements for the security guard’s appearance meter 44

Q02:What are the requirements for the dress code for security guards?

Question 03:What are the disciplinary requirements for security guards?

Q04:What are the requirements for security guards to go out?

Q05:What are the requirements for the shift of security guards?

Section 2 Basic Requirements for Security On Duty 46

Question 01:What are the commonly used civilized and polite terms for security on duty?

Q02:What are the common polite language of Taokou guard?

Q03:What are the polite words of garage guard?

Q04:What are the polite language of patrol guard?

Question 05:What image should the door guard (fixed) maintain 50

Question 06:What image should mobile security guards maintain?

Question 07:What do you encounteron duty that do not enforce the rules and do not listen to dissuasion 51?

Question 08:What to do if you encounter a situation in which youdo not enforce the rules and do not listen to dissuasion

Question 09:What to do when a security guard is hit on duty

Question 10:What to do if a drunk or mentally ill person breaks into a protective target

Question 11:What to do in the event of an alcohol fight between the owners (users) of the community

Question 12:What to do when an illegal robbery occurs in a neighborhood

Question 13:What to do if a burglary occurs in a neighborhood

Q14:What to do in the event of a criminal law and order case in the owner’s (user’s) home

Question 15:What to do when there is a sudden water stop and power failure in the neighborhood

Question 16:What to do if a person is trapped due to various reasons when an elevator is suspended

Q17:What to do when flooding occurs in a residential building

Question 18:What to do when a water pipe, heating pipe, and piece burst in a small area

Question 19: What to do if the smoke detector alarms

Question 20:What to do in the event of a liquefied gas (natural gas) body leak or explosion

Question 21:What are the major issues to report 57

Question 22:What are the contents of the material matter report?

Question 23:What is the reporting procedure for reporting on major matters?

Question 24:What are the requirements for reporting time limits for reporting on major matters?

Section 3 Doorman Service 58

Question 01:What is the task of the doorman service 58

Q02: What are the basic requirements for verifying access gate personnel 58

Question 03:Why should vehicles and materials entering and exiting the gate be checked 58

Question 04:What are the basic requirements for vehicle and material inspection at the entrance and exit gates?

Q05:How to check the people, cars, and things entering and exiting the gate

Question 06:How the doorman changes positions to hand over 59

Section 4 Lobby Guard 60

Question 01:How to manage people coming in and out of 60

Question 02:How to control the moving of items into 61

Question 03:How to control the removal of items out of 61

Question 04:What to do if a resident asks for temporary storage

Q05:How to do a good job of monitoring the lobby and elevator 61

Section 5 Patrol Service 62

Question 01:What are the contents and requirements of the patrol check?

Question 02:What are the basic requirements for patrol check-in?

  Q03:What to do with a salesman found on patrol

Question 04:What to do if a suspicious person is found on patrol

Q05: What to do if you find that the user is unlocked when you visit the building

Q06:What to do if you find someone in theuser’s room late at night and turn off the lights or engage in other activities

Question 07:What to do if a suspicious explosive item is found on patrol

Question 08:Patrols found that the area of vehicle parking violations how to do 64

Question 09:How to prevent mistakes and missed inspections when patrolling 65

Section 6 Monitoring Service 65

Q01:How to operate and inspect the monitoring device 65

Question 02:What to do if an in-house alarm occurs

Question 03:What to do if a peripheral alarm occurs 66

Q04:The TV screen shows what to do if something abnormal happens

Q05:What to do when the host signals a fire

Q06:How to use and keep tape 67

Section 7 Vehicle Management Services 68

Question 01:What to do with 68 when a car enters a parking lot using a manual gate

Q02:What to do with a car entering a parking lot using an intelligent IC smart card

Q03:What to do with a car when it exits a business garage (field) managed using a vehicle access registration card

Q04:What to do with a car driving out of a business garage (field) intelligently managed with an IC card

Q05:What should theowner of the monthly card do when driving other vehicles into and out of the warehouse (field).

Question 06:How to do a good job of keeping the vehicle 69

Q07:How the vehicle is out of storage checks the vehicle and the owner 70

Q08:Which parking fees should be prepared for 70

Question 09:How to manage the vehicle entry and exit and charge 70

Q10:How to settle daily charges 71

Q11:How to pay the parking fee 71

Question 12:What are the tips for parking charges 71

Question 13:What to do with a parking lot power outage 71

Q14:What to do if the collection system fails

Q15:What to do if there is a fire in the parking lot

Q16:What to do if the fire system in the parking lot fails

Question 17:What to do about violent incidents such as fights in the parking lot

Q18:What to do with theft or vandalism in a parking lot

Question 19:What to do if there are drunks in the parking lot

Question 20:What to do if a vehicle collides

Question 21:What to do if the owner loses his card and the card is damaged

Question 22:What to do if the parking lot lane is blocked

Question 23:What to do with elevator failure in the parking lot

Question 24:What should military and policevehicles do if they do not park or pay parking fees as required?

Question 25:How to deal with an abnormality in the parking lot 74

Q26:What if a vehicle is damaged (e.g. a crash, scraping, etc.)

Question 27:What to do if a vehicle catches fire in the parking lot

Q28:What to do if a stolen (snatched) vehicle punches occur in the parking lot

Question 29:What to doif the vehicle fails and hits the gate

  Q30:What to do if traffic is blocked at the entrance (out).

Section 8 Fire Fight 76

Question 01:What is the basic principle of extinguishing fires?

Question 02:What are the basic fire extinguishing methods?

Question 03:Types of fires and basic measures to extinguish them are 77

Q04:How to conduct a fire intelligence alert notification 77

Question 05:How to fight a fire 78

Question 06:How to save people in a fire

Question 07:How to evacuate people at a fire site 79

Question 08:How to evacuate and protect supplies 80 in a fire

Question 09:How to prevent and smoke 81

Question 10:How fire fighting can prevent explosion 81

Question 11:How to be on security alert when a fire occurs 81

Chapter 4 Engineering Maintenance Services 100 Questions 83

Section 1 Property Facilities Equipment Operation and Maintenance Management 84

Q01:What are the requirements for the operation and management of the power distribution system 84

Question 02:What are the 85 maintenanceitems for the power distribution system?

Q03:How to inspect and monitor the equipment of the power supply and distribution facility 86

Question 04:What to do if the equipment for the distribution facility is electrocuted

Q05:What to do if the automatic air switch of the power distribution cabinet trips

Question 06:What to do if a substation is flooded

Q07:How to patrol and monitor the operation of diesel generators 87

Q08: What to do with dieselgenerator “flying car”87 

Q09:What to do if a diesel generator house is flooded

Q10:What are the requirements for the operation and management of the central air conditioning system 88

Q11:What are the items for air conditioning system repair and maintenance 89?

Q12:How to patrol and monitor the operation of central air conditioning 89

Q13:What to do if refrigerant leaks in central air conditioning

Q14:What to do if the central air conditioner room is flooded

Q15:What are the requirements for the operation and management of the water supply and drainage system 90

Question 16:What are the 91 water supply and drainage system maintenance items?

Q17:How to inspect and monitor water supply and drainage facilities equipment 92

Question 18:What to do if the main water supply pipe bursts

Question 19:What to do if a pump house is flooded

Q20:What are the requirements for fire system operation management 92

Question 21:What are the 94 fire system maintenance items?

Question 22:How to monitor the operation of a fire system 94

Question 23:What to do if there is an anomaly in the fire system

Q24:What are the requirements for weak power system operation management 95

Q25:What maintenance items are there for weak power systems 96

Q26:How to patrol and monitor the operation of a weak power system 97

Q27:What are the requirements for the operation and management of elevators and lifting equipment 97

Q28: What are 98 elevator maintenance projects?

Q29:How to carry out daily inspection and maintenance of elevators 99

Question 30:How to rescue 99 people trapped in elevators

Q31:How to carry out daily inspection and maintenance ofescalators 99

Section 2 Daily maintenance of housing buildings and damage identification 100

Question 01:Housing maintenance management can be divided into several stages of work 100

Question 02:What are the 100 sporadic maintenance items for houses?

Question 03:What is the cycle of planned housing maintenance?

Question 04:How to do a good job of foundation maintenance 101

Question 05:How to do a good job in the maintenance of the floor works 102

Question 06:How to do a good job of wall countertops and ceiling works maintenance 102

Question 07:How to do a good job of door and window engineering maintenance 103

Question 08:How to do a good job of roofing maintenance 103

Question 09:How to do a good job of maintenance and management of ventilation ducts 104

Question 10: House damage rating has several ratings 104

Question 11: What are the 104 areas assessed by the house’s damage rating?

Question 12: What is the frequency of damage rating for houses? 

Q13: What are the 105 methods for rating the damage to a house?

Q14:How to calculate the housing integrity rate, the risk rate 106

Question 15:How to divide therisk level of dangerous housing 106

Question 16:How to manage dangerous room 106

Section 3 Hydropower Management 107

Question 01:What to do if normal maintenance must be without power (water).

Question 02:How to manage the use of fire hydrants (water) 107

Q03:How to manage public water 107

Q04:How to manage public electricity 108

Question 05:How to manage water for living 108

Question 06:How to deal with a running water accident 108

Question 07:What to do with a sudden power outage 109

Question 08:What to do if you suddenly stop water 109

Question 09:How to manage temporary electricity 109

Section 4 Occupancy Management 110

Question 01: What is the focus of the house inspector duringthe joining period 110

Question 02:How to resolve the owner’s question 110 in acceptance

Question 03:How to resolve situations that may be encountered in the inspection room 110

Q04:How to do a good job of engineering warranty management 111

Point 05:What drawings should be provided when applying for renovation

Question 06:How to understand the owner’s true renovation intention 112

Question 07:What procedures should the decoration unit go to the Engineering Department for 112

Point 08:How to strengthen the management of decoration materials supplies 113

Question 09:How to manage water and electrical line construction 113

Question 10:How to prevent the owner’s structural transformation 113

Question 11:What suggestions should be made for the owner’s flooring and floor tile laying 113

Question 12:How to manage the construction of the owner’s sewer pipe and flue 114

Question 13:How to manage the owner’s carpentry construction 114

Question 14:How to manage the owner’s paint construction 114

Question 15:What are the contents of the regular inspection of the decoration site 114

Question 16:How to prevent decoration violations 115

Question 17:What are the contents of the second decoration inspection 116?

Section 5 Day-to-Day Repair Service 117

Q01:How to schedule  the owner’s daily maintenance 117

Question 02:What is the maintenance three-test and three-visit system 117

Q03:How to get equipment repair information 117

Q0 4:How to repair walls and roofs (plasterboard base)117

Q05:How to replace floor or wall tiles, tiles 118

Q06:How to replace the exterior wall, ground mosaic 118

Question 07:How to plug holes in basement walls 118

Question 08:How to repair damaged sidewalks and lanes 119

Question 09:How to repair cracked walls and ground 119

Issue 10:How to fix a damaged step 119

Issue 11:How to patch the plaster layer 120

Q12:How to repair the seepage façade 120

Q13:How to repair roofing pool (or water tank)120

Question 14:How roofing leaks (rigid roofing)121

Question 15:How to repair doors and windows 121

Q16:How to change the lock (wooden door, iron door)121

Q17:How to troubleshoot the distribution room switch 121

Question 18:What to do with the absence of electricity in a household’s home 122

Q19:How to handle 122 without power in the plug

Question 20:How to deal with 122 if the doorbell does not ring

Question 21:How to deal with 123 when the light is not on

Question 22:How to deal with 123 when water leaks upstairs to downstairs

Question 23:How to deal with water outages on individual floors 123

Q24:How to repair the water pipe 124 inside the wall

Question 25:How to deal with a leak in the tap 124

Question 26:How to deal with leaks in switches and connectors 124

Q27:How to deal with leaks in the wash (vegetable) basin 124

Question 28:How to deal with 124 when washing face (vegetable) pot blockages

Question 29:Toilet blockage and how to deal with leaks 125

Question 30:How to deal with bathtub blockages and leaks 125

Question 31:How to unblock the leak 125

Chapter 5 Property Environmental Maintenance 100 Questions 126

Section 1 Cleaning Services 127

Question 01:What are the 127 contents of the daily management of property cleaning?

Question 02:What are the basic requirements for the day-to-day management of property cleaning?

Q03:How to carry out cleaning quality checks 127

Question 04:How to clean the corridor 128

Question 05:How to clean and maintain floor 128

Q06:How to clean tiles, spray and marble walls 128

Q07:How to clean glass doors, windows, curtain walls 129

Q08:How to clean the duty room, guard booth 129

Q09:How to clean the basement, the bunge, the conversion floor 129

Q10:How to clean the bike room (shed)130

Q11:How to clean the parking lot 130

Q12:How to clean outdoor floor 130

Question 13:How to clean public spaces and roads 131

Question 14:How to clean green space 131

Q15:How to clean various lamps 131

Q16:How to clean sculpture decorations, billboards, signs 131

Question 17:How to clear loose slopes and drains 132

Question 18:How to clear the rain, sewage well 132

Q19:How to clean the roof of the house, awning 132

Q20:How to clean playground 132

Question 21:How to clean the fountain 132

Q22:How to clean a garbage transit station 133

Question 23:How to clean up septic tank 133

Q24:How to clean the garbage pool (box)133

Question 25:What should be done by the cleaning staff on rainy and snowy days 133

Question 26:What cleaning staff should do after a fire 134

Question 27: Contaminated rainwater wells, pipes, septic tanks blocked, sewage spill cleaners should do 134

Question 28:What to do if a storm affects sanitation cleaners 134

Question 29:What to do if a water pipe bursts on the floor

Question 30:What to do if outdoor construction affects environmental health 135

Q31:What should the cleaning staff do during the renovation period 135

Section 2 Greening Management 135

Question 01:How to shape Joe, shrub, trim 135

Question 02:How to water Joe and shrubs 135

Question 03:How to fertilize Joe and Shrubs 136

Question 04:How to make up for the greening 136

Question 05:How to identify and prevent white powder disease 136

Q06:How to identify and prevent dark spot disease 136

Question 07:How to identify and prevent brucellosis 137

Question 08:How to identify and control aphids 137

Question 09:How to identify and control crustacean 137

Question 10:Identify and control aphids 138

Question 11:What is the grading standard for lawns?

Question 12:How to mow lawn 138

Question 13:What is the standard for watering lawns?

Question 14:How to weed the lawn 139

Question 15:How to fertilize a lawn 139

Question 16:How to control pests and diseases on the lawn 139

Question 17:What are the requirements for lawn punching, dredging, and replacement?

Question 18:What measures should be taken to alleviate drought 140

Question 19:What measures should be taken to mitigate flooding 140

Question 20:What measures should be taken to mitigate a wind disaster 140

Question 21:How to prevent landslides 141

Question 22:What to do if a landslide occurs 141

Question 23:How to prevent frost damage 141

Question 24:What to do after freezing

Q25:How to operate using sprayer 142

Q26:How to use and keep green medicines 142

Section 3 Pest Control and Kill Management 143

Q01:What are the common pests in the property 143

Question 02:How to do a good job of killing mosquitoes, flies, cockroaches 143

Question 03:How to do a good job of rodent eradication 143

Question 04:How to ensure the safety of killing work 144

Question 05:How to carry out comprehensive mosquito control 144

Question 06:How to carry out comprehensive control of flies 145

Question 07:How to carry out comprehensive control of cockroaches 145

Question 08:How to carry out comprehensive control of rats 146

Section 4 Property Violation Building Management 146

Question 01:What are the 146 subjects of illegal construction in the property area?

Question 02:Who is the main body of illegal construction management in the property area?

Question 03:What types of illegal constructions are in the property area 147

Question 04:What are the 147 ways property enterprises deal with illegal construction?

Question 05:What is the procedure for property enterprises to deal with illegal construction?

Section 5 Property Area Pollution Prevention and Control 148

Question 01:What are the types of pollution in the property area 148?

Question 02:How air pollution is generated in the property area 148

Question 03:How to prevent and control air pollution in the property area 149

Question 04:How water pollution in the property area is caused by 149

Question 05:How to prevent and control water pollution in the property area 149

Q06: Where does solid waste pollution in the property area come from?

Question 07:How to prevent and control solid waste pollution in the property area 150

Question 08:What measures are in place to control solid waste pollution?

Question 09:What is the hygienic standard for noise pollution 151

Question 10:Where does the noise in the property area come from?

Question 11:What are the prevention and control measures for noise pollution 151

Question 12:What is “black pollution” 152

Question 13:How to prevent “black pollution” 152

Chapter 6 Professional Services Outsourcing Control 100 Questions and Answers 153

Section 1 Identification of Outsourcing Business 154

Question 01:What specialized services property companies can get from the market 154

Question 02:How to determine the scope of outsourcing 154

Q0 3:How to prepare for outsourced services 154

Section 2 Service Provider Selection and Contract 155

Q01:How to determine the service provider’s rating standard 155

Q02:How to find potential service providers 155

Q03:How to investigate a service provider 155

Question 04:Where to compare service providers 156

Question 05:What form should a service outsourcing contract take?

Question 06:What are the 156 contents of service outsourcing contract negotiations?

Question 07:What terms are included in the service outsourcing contract 157

Q08:How to audit a service outsourcing contract 157

Q09:How to sign a service outsourcing contract 157

Section 3 Service Outsourcing Quality Control 158

Q01:How to develop quality standards for outsourcing services 158

Question 02:How to strengthen communication with service providers 158

Q03:How to conduct a quality of service check 158

Question 04:How to deal with outsourced service quality issue 159