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 sellers may be received through:
business networks
email
inspections
office
referral
telephone
website.
Property may include:
commercial properties
industrial properties
retail properties
specialist business properties, such as marinas, hotels, open space, resorts and caravan parks.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the seller feel valued
promote and maintain an effective relationship with the seller.
Seller requirements may include:
confidentiality
expectations of agency
marketing
settlement period
terms of sale
type of property.
Appropriate interpersonal communication skills may include:
active listening
providing an opportunity for the seller to clarify their understanding of the sales process
soft questioning and seeking feedback from the seller to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of seller's message
using appropriate body language.
Informationon property and property market may be collected from a range of sources such as:
property, including:
banks and financial institutions
building consultants
local government
professional service providers
seller
tradespeople
visual inspection
property market, including:
agency principal
consultants
discussions with colleagues and clients
documentation
government departments
group workshops and brainstorming
industry associations
internet
interviews
licensed real estate agents
market studies and reports
media, including newspaper, radio, television and industry magazines
questionnaires
reports
research companies
statistics
surveys.
Characteristics of potential buyers may include:
attitudes
business characteristics and objectives
cultural background
demographics
desired benefits
financial resources
investment preferences
service usage
social and cultural factors.
Marketing and sales objectives may relate to:
attracting offers to purchase property
attracting potential buyers, including:
international
local
national
maximising exposure of property sale
maximising sale price of property
realising return on investment
selling property.
Activities may include:
agency property guide
brochures
business-to-business marketing and sales
direct marketing
inspections
networking
promotional strategies, including:
advertising
canvassing and telephone canvassing
image and presentation
mail-outs
pricing
public relations

signboards
seminars
targeting markets by service type
internet and online advertising, including web pages, virtual tours and online directories.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
anti-money laundering
consumer protection
employment
environmental issues
financial services
franchises and business structure
industrial relations
leases
OHS
privacy
property sales and management
trade practices.
Method of sale may include:
auction
expression of interest
off the plan
private treaty
reverse auction
set sale
tender.
Feedback may be obtained from:
comments from clients and colleagues
competitors
documentation and reports
focus groups
quality assurance data
regular meetings
surveys.
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 developing and implementing a marketing and sales strategy for the sale of industrial, commercial and retail 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:
completing standard and statutory documentation associated with the sale of industrial, commercial and retail properties
developing a sales and marketing strategy in line with agency practice, ethical standards and legislative requirements for the sale of industrial, commercial and retail properties
establishing seller requirements with regard to the sale of industrial, commercial and retail properties
knowledge of agency practice, ethical standards and legislative requirements affecting the sale of industrial, commercial and retail properties
maintaining communications with sellers and buyers throughout the marketing and sales process

managing the sale of industrial, commercial and retail properties
monitoring the settlement of industrial, commercial and retail properties
reviewing and reporting on the sales and marketing strategy for the sale of industrial, commercial and retail properties.
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.