NTISthis.com

Evidence Guide: CPPDSM3019 - Communicate with clients in the property industry

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CPPDSM3019 - Communicate with clients in the property industry

What evidence can you provide to prove your understanding of each of the following citeria?

Establish contact with clients and determine their needs.

  1. Contact with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust, and credibility of agency or organisation, and build return client base.
  2. Professional ethics are maintained with client to promote agency image and credibility.
Contact with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust, and credibility of agency or organisation, and build return client base.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Professional ethics are maintained with client to promote agency image and credibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle initial client enquiries.

  1. Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.
  2. Client is given space and time to evaluate agency or organisation services, while time is used to maximum advantage for client and agency or organisation.
  3. Client is provided with accurate initial information on agency or organisation services.
  4. Features and benefits of agency or organisation services are explained to client.
  5. Interview appointment time is arranged where necessary and interview preparations are completed.
  6. Formal and informal information is gathered and appropriate notes are taken for file.
Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is given space and time to evaluate agency or organisation services, while time is used to maximum advantage for client and agency or organisation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is provided with accurate initial information on agency or organisation services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Features and benefits of agency or organisation services are explained to client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interview appointment time is arranged where necessary and interview preparations are completed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Formal and informal information is gathered and appropriate notes are taken for file.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and use client database.

  1. Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.
  2. Regular clients are accurately identified and followed up.
  3. Client records are accurately used to advise clients on agency or organisation services of possible interest.
Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regular clients are accurately identified and followed up.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client records are accurately used to advise clients on agency or organisation services of possible interest.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with client complaints and problems.

  1. Client complaints and problems are acknowledged and client is supported to produce a positive outcome.
  2. Client is encouraged to verbalise issues and active listening is used to minimise client frustration.
  3. Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.
  4. Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.
Client complaints and problems are acknowledged and client is supported to produce a positive outcome.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is encouraged to verbalise issues and active listening is used to minimise client frustration.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish contact with clients and determine their needs.

1.1.

Contact with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust, and credibility of agency or organisation, and build return client base.

1.2.

Professional ethics are maintained with client to promote agency image and credibility.

2.

Handle initial client enquiries.

2.1.

Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.

2.2.

Client is given space and time to evaluate agency or organisation services, while time is used to maximum advantage for client and agency or organisation.

2.3.

Client is provided with accurate initial information on agency or organisation services.

2.4.

Features and benefits of agency or organisation services are explained to client.

2.5.

Interview appointment time is arranged where necessary and interview preparations are completed.

2.6.

Formal and informal information is gathered and appropriate notes are taken for file.

3.

Maintain and use client database.

3.1.

Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.

3.2.

Regular clients are accurately identified and followed up.

3.3.

Client records are accurately used to advise clients on agency or organisation services of possible interest.

4.

Deal with client complaints and problems.

4.1.

Client complaints and problems are acknowledged and client is supported to produce a positive outcome.

4.2.

Client is encouraged to verbalise issues and active listening is used to minimise client frustration.

4.3.

Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.

4.4.

Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish contact with clients and determine their needs.

1.1.

Contact with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust, and credibility of agency or organisation, and build return client base.

1.2.

Professional ethics are maintained with client to promote agency image and credibility.

2.

Handle initial client enquiries.

2.1.

Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.

2.2.

Client is given space and time to evaluate agency or organisation services, while time is used to maximum advantage for client and agency or organisation.

2.3.

Client is provided with accurate initial information on agency or organisation services.

2.4.

Features and benefits of agency or organisation services are explained to client.

2.5.

Interview appointment time is arranged where necessary and interview preparations are completed.

2.6.

Formal and informal information is gathered and appropriate notes are taken for file.

3.

Maintain and use client database.

3.1.

Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.

3.2.

Regular clients are accurately identified and followed up.

3.3.

Client records are accurately used to advise clients on agency or organisation services of possible interest.

4.

Deal with client complaints and problems.

4.1.

Client complaints and problems are acknowledged and client is supported to produce a positive outcome.

4.2.

Client is encouraged to verbalise issues and active listening is used to minimise client frustration.

4.3.

Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.

4.4.

Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also interact and build relationships with clients as part of agency or organisation operations.

The person must demonstrate this performance by responding to each of the following routine workplace situations in the property industry:

dealing with an initial enquiry from a potential new client about services offered by agency or organisation

responding to a specific request from an existing client of agency or organisation

responding to a customer complaint about the quality of service provided by agency or organisation.

In doing the above, the person must:

apply agency or organisational policies and procedures, and relevant legislative requirements in regard to dealing with clients

apply knowledge of agency or organisational services to enhance client support

develop client commitment to agency or organisation and build return custom by establishing rapport and a relationship with client, maintaining professional ethics, and accurately discerning client needs, preferences and requirements

establish and maintain client records and details, maintain client confidentiality, ensure secure storage of client records, and use client records to maximise client interest in agency or organisation’s services

resolve client complaints by acknowledging problems, supporting client in arriving at positive outcomes, and obtaining mutually acceptable complaint resolution

use effective questioning, listening and observation skills to accurately determine client requirements.

A person demonstrating competency in this unit must demonstrate knowledge of:

agency or organisation’s record-keeping requirements

client service goals and objectives

services, including:

features and benefits

types

client complaints and problems, including:

strategies for resolving conflicts

types

client database with contact information

client needs, preferences and requirements specific to own work role

effective communication principles, including principles of and barriers to effective communication

ethical standards, including:

acting in the interests of client

confidentiality

disclosure of conflict of interest

due care

honesty

integrity

privacy

professional behaviour

professional competence

work organisation techniques and procedures, including:

prioritising workload to deal effectively with clients and enquiries

preparing timely and sufficient information

timing and scheduling of appointments.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Client needs, preferences and requirements must include:

agency or organisation services in relation to specific property

contract administration

current and planned developments

service, repair and maintenance of building facilities.

Professional ethics must include:

acting in the interests of client

code of conduct

confidentiality

disclosure of conflicts of interest

due care

honesty

integrity

privacy

professional behaviour

professional competence.