Assessor Resource

CPPDSM4005A
Establish and build client-agency relationships

Assessment tool

Version 1.0
Issue Date: April 2024


This unit of competency supports the work of licensed real estate agents and real estate representatives involved in establishing, maintaining and expanding client-agency relationships to support the attainment of key agency business goals.

This unit of competency specifies the outcomes required to establish, maintain and expand client-agency relationships to support the attainment of key agency business goals. It includes communicating effectively with clients, implementing the agency's approach to client service and client-agency relationship management strategies, implementing personal marketing strategies and building ongoing relationships with clients.

The unit may form part of the licensing requirements for persons engaged in real estate activities 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 establishing, maintaining and expanding client-agency relationships to support the attainment of key agency business goals. 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:

building ongoing relationships with clients

communicating effectively with clients

implementing agency approach to client service

implementing client-agency relationship management strategies

implementing personal marketing strategies

knowledge of agency practice, ethical standards and legislative requirements relating to maintaining and building client-agency relationships

knowledge of customer loyalty 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:

ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities

analytical skills to interpret feedback from clients

application of risk management strategies associated with implementation of client care and client service standards

client service skills to determine client needs; enhance client commitment, trust and credibility of agency; and build return client base

computing skills to access agency databases, send and receive emails and complete standard forms online

decision making and problem solving skills to analyse situations and make decisions aimed at improving client service

literacy skills to access and interpret a variety of texts, including customer feedback; prepare general information and papers; prepare formal and informal letters; prepare reports and applications; and complete standard and statutory forms

planning, organising and scheduling skills to collect, collate and process client feedback

research skills to identify and locate documents and information relating to client care and client service standards.

Required knowledge and understanding:

barriers to effective communication

client-agency relationship management strategies

client care and client service standards

client loyalty strategies

communication process, strategies and techniques

ethical standards

personal marketing strategies

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

anti-discrimination and equal employment opportunity

consumer protection, fair trading and trade practices

employment and industrial relations

environmental issues

financial services

industrial relations

leases and tenancy agreements

OHS

privacy

property sales and management

taxation

risks and risk management strategies.

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.

Enquiries:

may be received through:

email

facsimile

inspections

office

open houses

referrals

telephone

website

may refer to:

agency services

property development

property investment

property management

property sales.

Clients may include:

body corporate managers

buyer's agents

buyers

owners

people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities

property developers

regular and new customers

sellers

tenant's agent

tenants.

Effective interactive communication strategies may include:

active listening

being non-judgemental

exploring problems

expressing an individual perspective

providing sufficient time for questions and responses

reflective responses in conflict situations

using appropriate words, behaviour and posture

using clarifying and summarising questions

using clear and concise language

using culturally appropriate communication

using plain English

using verbal and non-verbal communication.

Appropriate rapport relates to use of techniques that:

establish and build confidence and trust in the agency and its representatives

make the buyer feel valued

promote and maintain an effective relationship with the buyer.

Client needs, preferences and requirements may relate to:

property development

property investment

property management

property sales.

Professional ethics maintained with client may include:

confidentiality

honesty

positive statements

privacy.

Potential barriers may include:

cultural differences

educational differences

non-verbal communication

not listening actively

organisational factors

physical, personal and age differences

stereotypes

voice modulation and articulation

word choice.

Client profile may include:

expectations of agency

personal characteristics, including:

age

gender

sex

social and economic background

property development intentions

property investment intentions

property management intentions

property sales intentions.

Client loyalty strategies may refer to:

costs

meeting legal and ethical requirements

specific activities, including:

client reward schemes

cross-selling

formal letters of thanks

handwritten notes thanking clients

online

phone calls thanking clients for business

promotional items

up-selling

service

success measures

targets

timeframes

value for money.

Client care and client service standards may include:

access to professional advice

agency staff expertise

client follow-up

client satisfaction

communication

confidentiality

conflict resolution

cross-cultural communication

knowledge of property and property markets

problem solving

quality of advice

quality of service

time for responding to client enquiries.

Personal marketing strategies may include:

building profile in local community

business and professional networks

customer service

ethics

media

participation in community and service organisations

personal promotional materials, including:

print, such as business cards, flyers and brochures

web, such as website, web log and podcast

personal property knowledge

personal knowledge of property sales, property management, property development and property investment

personal skill development

professional presentation

target markets

visibility in local community.

Feedback may be obtained through:

discussions

email

focus groups

interviews

letters

market research

survey instruments

telephone calls

website.

Other forms of data may include:

property management statistics

property sales statistics.

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
Enquiries from clients are handled promptly to enable high quality service delivery according to agency practice. 
Effective interactive communication strategies are used to establish appropriate rapport and promote two-way communication with clients. 
Rapport is established with clients and an interest in client needs, preferences and requirements is expressed to enhance client commitment, trust and credibility of agency and to build return client base. 
Culturally appropriate styles of communication are used for specific cultural groups. 
Opportunities to offer positive feedback to clients are identified and acted upon in line with agency practice. 
Professional ethicsare maintained with client to promote agency image and credibility. 
Potential barriers to effective communication with clients are identified and addressed. 
Client loyalty objectives are identified to focus on the development of long-term business relationships. 
Client profile information is assessed to determine approach. 
Client loyalty strategies are implemented to attract and retain clients in line with agency practice. 
Agency client care and client service standards are identified and consistently implemented across all areas of agency operations. 
Customer service problems are identified and adjustments made to ensure continued service quality. 
Delivery of agency services is coordinated to ensure that service quality is maintained and improved. 
Personal qualities, compliance with ethical and conduct standards, knowledge of property sales and property management environment, customer relations and performance provide a positive role model. 
Personal marketing strategies are identified, evaluated and implemented in line with ethical standards and agency practice. 
Strategies are implemented for obtaining ongoing feedback and other forms of data from clients to monitor satisfaction levels. 
Feedback and other forms of data are collated and analysed to identify options for improving relationships with clients. 
Feedback and other forms of data are used to develop and implement ways of maintaining and improving relationships with clients. 

Forms

Assessment Cover Sheet

CPPDSM4005A - Establish and build client-agency relationships
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

CPPDSM4005A - Establish and build client-agency relationships

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: