Unit of competency Outline

Date retreived
22/07/2026 1:18 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Communicate effectively to support customer service in real estate

Communicate effectively to support customer service in real estate

Unit of competency
National Code
CPPREP3002
State Code
OAQ73
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/03/2019
View on TGA
State Implementation and Classification
Approved Date
03/06/2020
Field of Education
080503 - Real Estate
Original Release Date
03/06/2020
Nominal Hours
25
Description
This unit specifies the skills and knowledge required to apply effective communication techniques in order to provide customer service as a real estate agency worker.It includes identifying and confirming support needs, communication techniques, and expectations of internal and external clients; and applying communication techniques to assist with resolving client issues and complaints.State or territory licensing requirements may apply to this unit.
Notes
Elements and Performance Criteria
1. Establish the support needs of internal and external customers and clients.
  • 1.1 Determine support needs of internal and external customers and clients.
  • 1.2 Outline own role and confirm processes for referring clients to appropriate colleagues when support needs are not within scope of own role.
  • 1.3 Maintain professional ethics and confidentiality according to agency policy and procedures.
2. Communicate with clients to support needs.
  • 2.1 Apply techniques to create, build and maintain internal and external communication channels.
  • 2.2 Determine features and benefits of active listening and effective questioning.
  • 2.3 Respond to the preferences, needs and expectations of internal and external clients.
  • 2.4 Prepare written communication according to agency protocols.
  • 2.5 Select and apply communication techniques to seek feedback on sufficiency of information provided.
3. Assist with client issues and complaints.
  • 3.1 Assist clients to fully describe issues and complaints according to agency policy and procedures.
  • 3.2 Resolve simple issues or complaints, or to refer to others, according to agency policy and procedures.
  • 3.3 Record issues, complaints and outcomes according to agency policy and procedures.
No information
No information
State Code National Code Title Type
BEH8 CPP31519 Certificate III in Real Estate Practice Qualification