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.
Enquiries from buyers 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 buyer feel valued
promote and maintain an effective relationship with the buyer.
Buyer requirements may include:
access to transport and facilities
finance
location
price

purpose of purchase, including:
business
holiday
investment
private residence
settlement period
size of property
style of property.
Appropriate interpersonal communication techniques may include:
active listening
providing an opportunity for sellers or buyers to clarify their understanding of the sales process
soft questioning and seeking feedback from sellers or buyers to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of seller or buyer message
using appropriate body language.
Agency services may include:
auction bidding
identifying client requirements
monitoring settlement
negotiating purchase
property search and selection.
Fee structure may include:
engagement fee
standard fee for particular services, such as bidding at auction
variable fee, such as percentage of purchase price.
Informationon properties that meet buyer requirements may be obtained from:
advertisements
business brokers
licensed real estate agents
property developers
private listings
professional and business networks

property websites
stock and station agents.
Reliable methods may include:
checklists
cost data analysis
expert and peer review
interviews
observation
property inspection
questionnaires
reports
review of quality assurance data
search of local government records.
Relevant people may include:
architects
building consultants
clients
colleagues
consumers
government officials
industry professionals and members of industry associations
legal representatives
licensed real estate agents
planners
professional service providers
property developers
supervisors
tradespeople.
Verifiable evidence may include:
guarantees for work performed
inspection checklists, records and notes
plans and specifications
property reports
qualitative and quantitative data
sales figures
visual assessment of the physical and aesthetic aspects of the property.
Specialist advice may include:
architects
bankers and financiers
builders
government officials
industry professionals and members of industry associations
investment consultants
planners
real estate agents
solicitors
subcontractors
supervisors and colleagues
technical experts
valuers.
Reports may be:
verbal
written.
Buyer instructions on purchase of property may include:
contracts
deposits
fixtures and fittings
price range
property characteristics
settlement period
special conditions
statutory documentation.
Method of sale may include:
auction
off the plan
private treaty
reverse auction
set sale
specialised properties
tender.
Effective negotiation techniques may include:
analytical skills
listening techniques
non-verbal communication skills
personal attributes
presentation techniques
questioning techniques
speaking skills.
Effective techniques for dealing with conflict and breaking deadlocks may include:
calling in a third party
clarifying the positions of both parties
deferring the decision
preparing a compromise
restating the position
summarising the progress to date.
Effective techniques for closing the purchase may include:
alternate option close
assumption close
competition close
customer close
deal or concession close
direct close
indirect close
summary-of-benefits close
time-driven close.
Agency services may include:
property development
property management
property sales.

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 acting as a buyer's agent and representing buyers in the purchase of properties. 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:
confirming buyer engagement of the agency in line with agency practice, ethical standards and legislative requirements
establishing buyer requirements in line with agency practice, ethical standards and legislative requirements
knowledge of agency practice, ethical standards and legislative requirements affecting the sale or purchase of properties
maintaining communication with sellers and buyers
monitoring settlement of the sale in line with agency practice, ethical standards and legislative requirements
negotiating the purchase of property on behalf of the buyer in line with agency practice, ethical standards and legislative requirements
sourcing properties that meet buyer requirements in line with agency practice, ethical standards and legislative requirements.
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.