Unit of competency
Modification History
Release 1.
Replaces superseded equivalent CPPDSM3019B Communicate with clients as part of agency operations.
This version first released with CPP Property Services Training Package Version 5.
Application
This unit of competency specifies the outcomes required to interact and build relationships with clients in the property industry. It includes developing rapport with clients, handling initial client enquiries, establishing and maintaining a client database, and dealing with client complaints and problems.
The unit supports the work of a range of property industry professionals, including licensed real estate agents, real estate representatives and support staff, stock and station agents, and strata managers, in interacting and building effective relationships with clients as part of agency or organisation operations.
Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Pre-requisite Unit
Nil
Competency Field
Strata community management
Unit Sector
Property services
Elements and Performance Criteria
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. |
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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. |
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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. |
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2.3. |
Client is provided with accurate initial information on agency or organisation services. |
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2.4. |
Features and benefits of agency or organisation services are explained to client. |
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2.5. |
Interview appointment time is arranged where necessary and interview preparations are completed. |
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2.6. |
Formal and informal information is gathered and appropriate notes are taken for file. |
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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. |
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3.3. |
Client records are accurately used to advise clients on agency or organisation services of possible interest. |
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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. |
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4.3. |
Client’s confidence in agency or organisation is developed to promote long-term commitment and trust. |
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4.4. |
Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures. |
Foundation Skills
This section describes the language, literacy, numeracy and employment skills essential to performance in this unit but not explicit in the performance criteria. |
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Skill |
Performance feature |
Learning skills to: |
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Numeracy skills to: |
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Oral communication skills to: |
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Reading skills to: |
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Writing skills to: |
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Technology skills to: |
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Range of Conditions
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. |
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Client needs, preferences and requirements must include: |
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Professional ethics must include: |
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Unit Mapping Information
CPPDSM3019B Communicate with clients as part of agency operations
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=6f3f9672-30e8-4835-b348-205dfcf13d9b