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 prospective commercial tenants 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 commercial tenant feel valued
promote and maintain an effective relationship with the commercial tenant.
Commercial tenant requirements may include:
access to transport and facilities
buildings
car parking
facilities
finance
fit-out
lettable areas
location
partitions
price
properties
renewal of lease
shared facilities
space
size of property
style of property.
Appropriate interpersonal communication techniques may include:
active listening
providing an opportunity for commercial tenants, owners or lessors to clarify their understanding of the lease process
soft questioning and seeking feedback from owners, lessors or commercial tenants to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of owner, lessor or commercial tenant's message
using appropriate body language.
Agency services may include:
identify client requirements
monitor lease arrangements
finalise statutory documentation
negotiate lease
search and select property.
Fee structure may include:
engagement fee
standard fee for particular services
variable fee, such as percentage of lease price.
Informationon properties that meet commercial tenant's 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
lease 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
licensed real estate agents
planners
solicitors
subcontractors
supervisors and colleagues
technical experts
valuers.
Reports may be:
verbal
written.
Commercial tenant instructions on lease of property may include:
deposits
fixtures and fittings
price range
property characteristics
security deposits and bonds
special conditions
statutory documentation
term of lease.
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 lease negotiations 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.
Terms and conditions of lease may include:
default provisions
dispute resolution process
duration
equipment and services
general rules that apply to all lessees in property
goodwill
gross and nett lease
GST
insurance
options for extending period of lease
outgoings
permitted uses and access, including:
car parking
competitors
expansion or sale of business
hours of operation
licences
rights to use common areas
zoning
personal guarantees
power of attorney
rent, including:
method of calculation
rent increases
renewal, including:
option to renew
renewal period
rent
repairs and maintenance
security

security bond or deposit
tenancy mix
termination.
Agency services may include:
property development
property leases
property management.

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 commercial tenant's agent and representing commercial tenants in arranging the leasing 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 commercial tenants' engagement of the agency in line with agency practice, ethical standards and legislative requirements
establishing commercial tenant leasing requirements in line with agency practice, ethical standards and legislative requirements
knowledge of agency practice, ethical standards and legislative requirements affecting the leasing of commercial, industrial and retail properties
maintaining communication with the commercial tenant and owners or lessors
monitoring settlement of the lease in line with agency practice, ethical standards and legislative requirements
negotiating the lease of property on behalf of commercial tenant in line with agency practice, ethical standards and legislative requirements
sourcing properties that meet commercial tenants' 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.