Assessor Resource

CPPDSM3010B
Meet customer needs and expectations in the property industry

Assessment tool

Version 1.0
Issue Date: March 2024


This unit of competency supports the work of those in the property industry involved in clarifying and meeting customer needs and expectations

The unit may be expected to apply to situations involving direct relationship with internal or external customers. It applies to the need to clarify customers' needs and expectations, explore alternative ways of satisfying those needs and expectations, and select appropriate products or services that meet them.

This unit of competency specifies the outcomes required to clarify and meet customer needs and expectations in the property industry in a single encounter or multiple encounters, on a one-to-one basis with a customer.

The unit has been contextualised and is based on unit GCSO04A Meet customer needs and expectations, from the Customer Service Generic Guideline units of competency.

This unit may form part of the licensing requirements for persons working in the property industry, including in the real estate, business broking, stock and station agency and property operations and development sectors, in those States and Territories where these are regulated activities.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil


Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit of competency could be assessed through practical demonstration of the candidate receiving and responding to a customer inquiry. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

accurately identifying the needs of customers

delivering a service to customers in appropriate timeframes

knowledge of agency practices, ethical standards and legislative requirements associated with meeting customer needs and expectations

locating, interpreting and applying relevant information

recommending acceptable alternatives to customers, or explaining to customers why their needs cannot be met

using appropriate communication strategies.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

application skills to apply relevant agreements, codes of practice or other legislative requirements to work processes

computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases

interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

language skills to communicate adequately with the customer

literacy skills to process complaints

numeracy skills to interpret customer requirements and meet their needs

problem solving skills to identify and solve problems when establishing and maintaining customer relationships

skills to identify and correctly use processes and procedures relevant to customer relationships.

Required knowledge and understanding:

detailed product knowledge and sufficient authority to make choices between the different products and services based on identified customer needs and expectations

importance of good communication when establishing and maintaining customer relationships

OHS procedures and guidelines relevant to workplace operations

relevant federal and state or territory legislation and local government regulations related to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

property sales, leasing and management

requirements of customer service systems, operations and relevant equipment.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Customers may include:

those with routine or special requests

internal or external customers

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new customers.

Customer preferences, needs and expectations may relate to:

company information on services

contract administration

current and planned property developments

information about leases and leasing

property characteristics, including:

availability of alternative energy sources

accessibility for people with disabilities

energy efficiency

energy ratings

water saving devices

property operations and policy or management procedures

sales and marketing services.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

emergency and evacuation procedures

employer and employee rights and responsibilities

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

policies and procedures relating to own role and responsibility

quality and continuous improvement processes and standards

quality assurance and procedure manuals

records and information systems and processes.

Legislative requirements may be outlined and reflected in:

Australian standards

codes of practice, which may cover areas including market sector, industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law

consumer protection

environmental and zoning laws affecting:

access security

access and property use

energy efficiency

freedom of information

home building requirements

local regulations and by-laws

privacy laws applying to owners, contractors and tenants

public health

quality assurance and certification requirements

relevant federal, and state or territory legislation that affects organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Communication techniques may include:

active listening

clear, legible writing

giving customers full attention

maintaining eye contact

non-verbal communication, such as body language and personal presentation

speaking clearly and concisely

using appropriate language and tone of voice

using open and closed questions.

Limitations may relate to:

job role and responsibilities

knowledge of services

legal responsibilities

organisational, industry and national training requirements

own competency level.

Relevant people may include:

customers

colleagues

legal representatives

members of industry associations

supervisors.

Knowledge may include:

features and benefits of products and services

promotional pamphlets

range of products and services

supplier information

written communications on products and services.

Organisational policies and procedures may be outlined and reflected in:

business and performance plans

complaint and dispute resolution procedures

legal and ethical requirements and codes of practice

marketing guidelines

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards.

Feedback may be sought from:

customers and legal representatives

supervisors and colleagues

formal and informal performance appraisals

workplace assessment.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer preferences, needs and expectations are identified and clarified according to organisational and legislative requirements. 
Special requirements of customers are identified and appropriate advice is provided on relevant products and services. 
Communication techniques appropriate to relationship and purpose of interaction are used. 
Limitations in responding to customer needs are identified and advice is sought from relevant people. 
Knowledge of specified products and services is applied to provide assistance to customers. 
Client is provided with options and alternatives where appropriate. 
Features and benefits of relevant products and services are explained to customers. 
Special promotions for products and services are suggested to customer according to organisational policies and procedures. 
Feedback is sought from customer whether needs and, where practical, expectations have been satisfied. 

Forms

Assessment Cover Sheet

CPPDSM3010B - Meet customer needs and expectations in the property industry
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

CPPDSM3010B - Meet customer needs and expectations in the property industry

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: