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Elements and Performance Criteria

1. Establish contact with clients and determine their needs.
   • 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.
   • Professional ethics are maintained with client to promote agency image and credibility.
2. Handle initial client enquiries.
   • Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.
   • 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.
   • Client is provided with accurate initial information on agency or organisation services.
   • Features and benefits of agency or organisation services are explained to client.
   • Interview appointment time is arranged where necessary and interview preparations are completed.
   • Formal and informal information is gathered and appropriate notes are taken for file.
3. Maintain and use client database.
   • Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.
   • Regular clients are accurately identified and followed up.
   • Client records are accurately used to advise clients on agency or organisation services of possible interest.
4. Deal with client complaints and problems.
   • Client complaints and problems are acknowledged and client is supported to produce a positive outcome.
   • Client is encouraged to verbalise issues and active listening is used to minimise client frustration.
   • Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.
   • Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.

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.

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Performance Evidence

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.

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Knowledge Evidence

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.

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