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:
may be received through:
email
facsimile
inspections
office
open houses
referrals
telephone
website

may refer to:
agency services
property development
property investment
property management
property sales.
Clients may include:
body corporate managers
buyer's agents
buyers
owners
people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities
property developers
regular and new customers
sellers
tenant's agent
tenants.
Effective interactive communication strategies may include:
active listening
being non-judgemental
exploring problems
expressing an individual perspective
providing sufficient time for questions and responses
reflective responses in conflict situations
using appropriate words, behaviour and posture
using clarifying and summarising questions
using clear and concise language
using culturally appropriate communication
using plain English
using verbal and non-verbal communication.
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.
Client needs, preferences and requirements may relate to:
property development
property investment
property management
property sales.
Professional ethics maintained with client may include:
confidentiality
honesty
positive statements
privacy.
Potential barriers may include:
cultural differences
educational differences
non-verbal communication
not listening actively
organisational factors
physical, personal and age differences
stereotypes
voice modulation and articulation
word choice.
Client profile may include:
expectations of agency
personal characteristics, including:
age
gender
sex
social and economic background
property development intentions
property investment intentions
property management intentions
property sales intentions.
Client loyalty strategies may refer to:
costs
meeting legal and ethical requirements
specific activities, including:
client reward schemes
cross-selling
formal letters of thanks
handwritten notes thanking clients
online
phone calls thanking clients for business
promotional items
up-selling
service
success measures
targets
timeframes
value for money.
Client care and client service standards may include:
access to professional advice
agency staff expertise
client follow-up
client satisfaction
communication
confidentiality
conflict resolution
cross-cultural communication
knowledge of property and property markets
problem solving
quality of advice
quality of service
time for responding to client enquiries.
Personal marketing strategies may include:
building profile in local community
business and professional networks
customer service
ethics
media
participation in community and service organisations
personal promotional materials, including:
print, such as business cards, flyers and brochures
web, such as website, web log and podcast
personal property knowledge
personal knowledge of property sales, property management, property development and property investment
personal skill development
professional presentation
target markets
visibility in local community.
Feedback may be obtained through:
discussions
email
focus groups
interviews
letters
market research
survey instruments
telephone calls
website.
Other forms of data may include:
property management statistics
property sales statistics.

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 establishing, maintaining and expanding client-agency relationships to support the attainment of key agency business goals. 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:
building ongoing relationships with clients
communicating effectively with clients
implementing agency approach to client service
implementing client-agency relationship management strategies
implementing personal marketing strategies
knowledge of agency practice, ethical standards and legislative requirements relating to maintaining and building client-agency relationships
knowledge of customer loyalty strategies.
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.