CPPDSM4005A Assessment 1 – Establish and Build Client-Agency Relationship

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Unit Name: Establish and Build Client-Agency Relationship

Unit Code: CPPDSM4005A

Unit purpose

This unit describes the performance outcomes, skills, and knowledge 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.

Pre-requisite/Co-requisite units

Nil / Nil

Elements and performance criteria

 Element  Performance criteria
1.     Communicate effectively with clients.
  • 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 interest in client needs, preferences and requirements are 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 ethics are maintained with the client to promote agency image and credibility.
  • Potential barriers to effective communication with clients are identified and addressed.
2.     Implement client-agency relationship management strategies.
  • Client loyalty objectives are identified to focus on the development of long-term business relationships.
  • Client profile information is assessed to determine the approach.
  • Client loyalty strategies are implemented to attract and retain clients in line with agency practice.

 

 Element  Performance criteria
3.     Implement agency client care and client service standards.
  • 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.
4.     Implement personal marketing strategies.
  • 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.
5.     Build ongoing relationships with clients.
  • 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 analyzed 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.

Assessment overview

Unit outcome

This unit is upgraded. Your result will be recorded as AC (achieved competence) or NC (Not competent). To achieve AC, you must successfully complete all tasks within the portfolio

General information

  • If you do not successfully complete an assessment event, you may be given the opportunity to undertake another assessment. This must be negotiated with your teacher. Should you be unsuccessful in the 2nd attempt, you may need to re-enroll in the unit the following semester.
  • You will receive feedback on each assessment provided it is submitted on or before the agreed due date. Assessments completed after the agreed due date will need to be submitted directly to the Head teacher. In such cases, you will need to show the cause of why you are making a late submission. If the employability skills associated with the unit include punctuality, the late submission may not be accepted. As soon as you become aware of the circumstances that may prevent submission on time, notify your teacher to request an extension in time.
  • If you want to view your results at any time, your teacher can provide you with instructions on how to access your student record via student e-Services
  • All TAFE students are eligible to apply for Recognition of Prior Learning (RPL). For more information go to http://Tafenow.com.au/studentinfo/rpl.
  • If you have a permanent or temporary condition that may prevent you from successfully completing the assessment task(s) you should immediately talk with your teacher about ‘reasonable adjustment.’

This is the adjustment of the way you are assessed to take into account your condition and may include providing a support person or extra time. The assessment criteria cannot be altered.

  • If you do not agree with the result given for your assessment task, you may appeal the assessment decision. You should first discuss the assessment result with your teacher. If you are not satisfied with the outcome of that discussion you can access the appeal process through the staff in the campus administration office.
  • For more information on assessment, refer to ‘Every Student’s Guide to Assessment in TAFE NSW’ which is available on the TAFE internet site at: https://www.tafensw.edu.au/courses/assessment/assets/pdf/assessment_guide.pdf

Assessment Range and Conditions

Range Conditions
Submission date TAFEnow students have rolling enrolments. You should discuss a timeline with your facilitator for completion of this unit.
Student is required to provide materials and equipment o  PCo  Internet access
Teacher is required to provide material and equipment Nil
Additional resources Nil
Teacher support and supervision There is no supervision for this assessment task. If you are unclear about any aspect of the assessment events please contact your teacher for guidance.
Student collaboration Student collaboration is not permitted.
Submission Instructions Students should upload their submission on the link provided in the Online Learning Management System.
Assessment Attempts Two attempts.

Assessment plan

To demonstrate competence in unit CPPDSM4005A Establish and build client-agency relationships, you will need to complete each of the following assessment tasks successfully:

  • Assessment Event 1 – Project
  • Assessment Event 2 – Written Questions

Assessment events

Assessment event 1 – Project

You have been selected as the new “Sales Supervisor” for Integrity Real Estate. Your agency is involved in the sale and management of residential and commercial/industrial sectors of the market.

Part of your job description is to establish a reputation in your town so that your agency is known as the best “Customer Service Organization.”

Your town has a cultural diversity incorporating Middle Eastern, Australian and Indigenous people groups. Given the above scenario, your task is to:

  1. Produce a “Policy and Procedures” document outlining what strategies & initiatives that new Property Sales Representatives are to implement and utilize in gaining and maintaining loyal new residential clients.

This document will include:

  • Personal and agency marketing strategies
  • Programs/checklists of marketing
  • Examples and copies of media used
  • Knowledge of agency practice, ethical standards and legislative requirements relating to maintaining and building agency-client relationships
  • Will include both Home buyers and Investors
  • Determine clients’ needs and barriers to effective communication
  • The different styles of communication used for different cultural groups
  • Establish rapport with client and build client profile
  • Contact schedules to reply to client enquiries
  • Ways to implement effective client loyalty strategies
  • Identify and locate documents relating to client service standards and client care
  • Ways in which the Real Estate Agency will seek to make clients feel valued
  • Identify client service problems to ensure quality service is maintained and improved
  • Arrangements for collecting, collating and processing client feedback
  • The reporting, use and recording of feedback

No more than 2000 words – Please also ensure a word count is inserted.

Marking criteria

You must meet the following criteria to complete this assessment task successfully.

 Marking Criteria
Demonstrated knowledge of policy and procedure strategies and initiatives
Demonstrated knowledge of agency /client service standards including personal marketing strategies, client loyalty strategies, and communication strategies.
Demonstrated knowledge of agency practice, ethical standards and legislative requirements relating to maintaining and building agency-client relationships
Include strategies to collect, collate and process client feedback
  1. Describe in detail, a strategy of how the agency would remain in contact with:
    • Clients that you have sold for
    • Dissatisfied clients who have moved to another agency
    • Clients who delisted and did not sell
    • Clients you have completed appraisals for
  1. List at least six (6) types of questions that could be implemented in a feedback form to monitor client satisfaction
  1. Discuss the importance of analytical skills to interpret feedback from clients and the filing of this information
  1. Describe at least four (4) risk management strategies that could be put in place to ensure the quality of
  1. Client service standards and privacy are maintained
  1. List and describe the four (4) negotiation methods that are relevant to the real estate industry
  1. Discuss the advantages of having customer loyalty strategies in place
  1. Discuss what barriers you may need to overcome when communicating with different cultures
  1. Identify two (2) types of positive feedback in line with agency practice that you could present to clients

Marking criteria

You must meet the following criteria in order to successfully complete this assessment task.

 Marking Criteria
Answers provide the number of responses as indicated
Demonstrated knowledge of the use and effectiveness of databases when maintaining contact with clients
 Demonstrated knowledge of client loyalty strategies and their use in maintaining agency clients
Demonstrated knowledge of communicating with a range of people from diverse social, economic and cultural backgrounds
Demonstrated knowledge of risk management strategies to maintain quality service and client privacy