Modification History
Not Applicable
Unit Descriptor
Unit descriptor |
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. |
Application of the Unit
Application of the unit |
This unit of competency supports the work of licensed real estate agents and real estate representatives involved in establishing, maintaining and expanding |
Licensing/Regulatory Information
Refer to Unit Descriptor
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
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. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 Communicate 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. |
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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 ethics are maintained with client to promote agency image and credibility. 1.7 Potential barriers to effective communication with clients are identified and addressed. |
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2 Implement 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. |
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3 Implement 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. |
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4 Implement 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. |
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5 Build 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. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
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This section describes the essential skills and knowledge and their level, required for this unit. |
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Required skills :
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Required knowledge and understanding :
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Evidence Guide
EVIDENCE GUIDE
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:
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Context of and specific resources for assessment |
Resource implications for assessment include:
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:
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. |
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Range Statement
RANGE STATEMENT
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 : |
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Clients may include: |
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Effective interactive communication strategies may include: |
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Appropriate rapport relates to use of techniques that: |
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Client needs , preferences and requirements may relate to: |
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Professional ethics maintained with client may include: |
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Potential barriers may include: |
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Client profile may include: |
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Client loyalty strategies may refer to: |
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Client care and client service standards may include: |
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Personal marketing strategies may include: |
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Feedback may be obtained through: |
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Other forms of data may include: |
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Unit Sector(s)
Unit sector |
Property development, sales and management |
Competency field
Competency field |
Real estate |