Elements and Performance Criteria

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.
Promotional activities for gaining new agency listings may include:
advertising and promotion
business newsletters
cold prospecting
mailing lists
media advertising
networks
property brochures
signs on existing managed properties
targeted direct mail
telephone canvassing
web-based network, such as website, web log and podcast.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
consumer protection, fair trading and trade practices
employment and industrial relations
financial services
leases and tenancy agreements
OHS
privacy
property management.
Business and personal referral networks may include:
agency clients, including:
buyers
developers
owners
previous clients and customers
prospective tenants and buyers
tenants
contacts from property management activities such as:
advertising
current owners
referrals
seminars

personal referral network, including:
community organisations
web-based network, such as website, web log and podcast
prospective owners from:
databases
electoral roll
general sources of listings
other agents.
Enquiries from potential clients may be received through:
email
inspections
office
open houses
referral
telephone
website.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the client feel valued
promote and maintain an effective relationship with client.
Client requirements may include:
expectations of agency
rent expectations
rental outgoings expectations
rental returns
purpose of listing property, including:
business reasons
deceased estate
investment
replacing or upgrading existing property
relocation
timeframe for lease.
Property may include:
business properties
commercial properties
development properties, including subdivision and multi-unit sites
industrial properties
investment properties
residential properties
retail properties
rural properties.
Interpersonal communication techniques may include:
active listening
providing an opportunity for clients to clarify their understanding of the lease process
soft questioning and seeking feedback from clients to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of client message
using appropriate body language.
Promotional material and listing kit may include:
agent and agency profile
agency and statutory documentation
agency web page and online service information, such as virtual tours and online directory
other marketing material.
Visual inspection may include:
chattels and fixtures
condition
location
maintenance
neighbouring properties and adjacent land uses
size.
Key decision makers may include:
buyer's advocates
business associates
family members
friends of buyer
provider of professional advice, including:
accountant
building adviser
financial adviser
legal representative
property adviser
spouse or partner.
Marketing activities may include:
advertising, including print and electronic media
agency property guide
brochures
direct marketing
business-to-business marketing
inspections
mail-outs
networking
open house
signboards
seminars
targeting markets by service type
internet and online advertising, such as web pages, virtual tours and online directories.
Statutory and agency listing documentation may include:
advertising schedule
authorities
other agency documents.
Negotiation techniques may include:
analytical skills
listening techniques
non-verbal communication skills
personal attributes
presentation techniques
questioning techniques
speaking skills.
Relevant parties may include:
agency principal
client
legal advisers.

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 listing a property for lease. 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:
completing standard and statutory documentation associated with listing properties for lease
finalising and negotiating the listing of properties with clients
knowledge and application of determining client requirements with regard to the listing of properties
knowledge of agency practice, ethical standards and legislative requirements affecting the listing of properties for lease
knowledge of consumer protection principles that impact on the listing of properties for lease
maintaining business records associated with the listing of properties for lease
maintaining communications with clients throughout the listing process
planning and delivering effective listing presentations.
Context of and specific resources for assessment
Resource implications for assessment include:
access to suitable simulated or real opportunities and resources to demonstrate competence
assessment instruments that may include personal planner and assessment record book
access to a registered provider of assessment services.
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:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.
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.