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: | may be received through:emailfacsimileinspectionsofficeopen housesreferralstelephonewebsite |
| may refer to:agency servicesproperty developmentproperty investmentproperty managementproperty sales. |
Clients may include: | body corporate managersbuyer's agentsbuyersownerspeople from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilitiesproperty developersregular and new customerssellerstenant's agenttenants. |
Effective interactive communication strategies may include: | active listeningbeing non-judgementalexploring problems expressing an individual perspectiveproviding sufficient time for questions and responsesreflective responses in conflict situationsusing appropriate words, behaviour and posture using clarifying and summarising questions using clear and concise languageusing culturally appropriate communicationusing plain Englishusing verbal and non-verbal communication. |
Appropriate rapport relates to use of techniques that: | establish and build confidence and trust in the agency and its representativesmake the buyer feel valuedpromote and maintain an effective relationship with the buyer. |
Client needs, preferences and requirements may relate to: | property developmentproperty investmentproperty managementproperty sales. |
Professional ethics maintained with client may include: | confidentialityhonestypositive statementsprivacy. |
Potential barriers may include: | cultural differenceseducational differencesnon-verbal communicationnot listening activelyorganisational factorsphysical, personal and age differencesstereotypesvoice modulation and articulationword choice. |
Client profile may include: | expectations of agencypersonal characteristics, including:agegendersexsocial and economic backgroundproperty development intentionsproperty investment intentionsproperty management intentionsproperty sales intentions. |
Client loyalty strategies may refer to: | costsmeeting legal and ethical requirementsspecific activities, including:client reward schemescross-sellingformal letters of thankshandwritten notes thanking clients onlinephone calls thanking clients for business promotional itemsup-sellingservicesuccess measurestargetstimeframesvalue for money. |
Client care and client service standards may include: | access to professional adviceagency staff expertiseclient follow-upclient satisfactioncommunicationconfidentialityconflict resolutioncross-cultural communicationknowledge of property and property marketsproblem solvingquality of advicequality of servicetime for responding to client enquiries. |
Personal marketing strategies may include: | building profile in local communitybusiness and professional networkscustomer serviceethicsmediaparticipation in community and service organisationspersonal promotional materials, including:print, such as business cards, flyers and brochuresweb, such as website, web log and podcastpersonal property knowledgepersonal knowledge of property sales, property management, property development and property investmentpersonal skill developmentprofessional presentationtarget marketsvisibility in local community. |
Feedback may be obtained through: | discussionsemailfocus groupsinterviewslettersmarket researchsurvey instrumentstelephone callswebsite. |
Other forms of data may include: | property management statisticsproperty sales statistics. |