Establish and build client-agency relationships

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPDSM4005A, 'Establish and build client-agency relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Establish and build client-agency relationships' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1Communicate effectively with clients.

1.1 Enquiries from clients are handled promptly to enable high quality service delivery according to agency practice.

1.2 Effective interactive communication strategies are used to establish appropriate rapport and promote two-way communication with clients.

1.3 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.

1.4 Culturally appropriate styles of communication are used for specific cultural groups.

1.5 Opportunities to offer positive feedback to clients are identified and acted upon in line with agency practice.

1.6 Professional ethicsare maintained with client to promote agency image and credibility.

1.7 Potential barriers to effective communication with clients are identified and addressed.

2Implement client-agency relationship management strategies.

2.1 Client loyalty objectives are identified to focus on the development of long-term business relationships.

2.2 Client profile information is assessed to determine approach.

2.3 Client loyalty strategies are implemented to attract and retain clients in line with agency practice.

3Implement agency client care and client service standards.

3.1 Agency client care and client service standards are identified and consistently implemented across all areas of agency operations.

3.2 Customer service problems are identified and adjustments made to ensure continued service quality.

3.3 Delivery of agency services is coordinated to ensure that service quality is maintained and improved.

4Implement personal marketing strategies.

4.1 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.

4.2 Personal marketing strategies are identified, evaluated and implemented in line with ethical standards and agency practice.

5Build ongoing relationships with clients.

5.1 Strategies are implemented for obtaining ongoing feedback and other forms of data from clients to monitor satisfaction levels.

5.2 Feedback and other forms of data are collated and analysed to identify options for improving relationships with clients.

5.3 Feedback and other forms of data are used to develop and implement ways of maintaining and improving relationships with clients.

Qualifications and Skillsets

CPPDSM4005A appears in the following qualifications:

  • CPP40307 - Certificate IV in Property Services (Real Estate)
  • CPP40407 - Certificate IV in Property Services (Stock and Station Agency)
  • CPP50307 - Diploma of Property Services (Agency Management)