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Evidence Guide: CPPREP3002 - Communicate effectively to support customer service in real estate

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

CPPREP3002 - Communicate effectively to support customer service in real estate

What evidence can you provide to prove your understanding of each of the following citeria?

Establish the support needs of internal and external customers and clients.

  1. Determine support needs of internal and external customers and clients.
  2. Outline own role and confirm processes for referring clients to appropriate colleagues when support needs are not within scope of own role.
  3. Maintain professional ethics and confidentiality according to agency policy and procedures.
Determine support needs of internal and external customers and clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outline own role and confirm processes for referring clients to appropriate colleagues when support needs are not within scope of own role.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain professional ethics and confidentiality according to agency policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with clients to support needs.

  1. Apply techniques to create, build and maintain internal and external communication channels.
  2. Determine features and benefits of active listening and effective questioning.
  3. Respond to the preferences, needs and expectations of internal and external clients.
  4. Prepare written communication according to agency protocols.
  5. Select and apply communication techniques to seek feedback on sufficiency of information provided.
Apply techniques to create, build and maintain internal and external communication channels.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine features and benefits of active listening and effective questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to the preferences, needs and expectations of internal and external clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare written communication according to agency protocols.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and apply communication techniques to seek feedback on sufficiency of information provided.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist with client issues and complaints.

  1. Assist clients to fully describe issues and complaints according to agency policy and procedures.
  2. Resolve simple issues or complaints, or to refer to others, according to agency policy and procedures.
  3. Record issues, complaints and outcomes according to agency policy and procedures.
Assist clients to fully describe issues and complaints according to agency policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve simple issues or complaints, or to refer to others, according to agency policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record issues, complaints and outcomes according to agency policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge