Course Title: Communicate with clients in the property industry

Part A: Course Overview

Program: C4394 Certificate IV in Strata Community Management

Course Title: Communicate with clients in the property industry

Portfolio: SEH Portfolio Office

Nominal Hours: 25

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Flexible Terms

Course Code




Learning Mode

Teaching Period(s)


City Campus


174T School of VE Engineering, Health & Science


VE 2017 (SCM1)

Course Contact: Mimma Luppino

Course Contact Phone: +61 3 9925 4979

Course Contact Email:

Course Description

This unit of competency specifies the outcomes required to interact and build relationships with clients in the property industry. It includes developing rapport with clients, handling initial client enquiries, establishing and maintaining a client database, and dealing with client complaints and problems.

The unit supports the work of a range of property industry professionals, including licensed real estate agents, real estate representatives and support staff, stock and station agents, and strata managers, in interacting and building effective relationships with clients as part of agency or organisation operations.

Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.

Pre-requisite Courses and Assumed Knowledge and Capabilities


National Competency Codes and Titles

National Element Code & Title:

CPPDSM3019 Communicate with clients in the property industry


1.Establish contact with clients and determine their needs.

2. Handle initial client enquiries.

3. Maintain and use client database.

4. Deal with client complaints and problems.

Learning Outcomes

On completion of this, course you should be able to:
1. Establish contact with clients and determine their needs.
   1.1 Contact with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust, and credibility of agency or organisation, and build return client base.
   1.2 Professional ethics are maintained with client to promote agency image and credibility.
2. Handle initial client enquiries.
   2.1 Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency or organisation services.
   2.2 Client is given space and time to evaluate agency or organisation services, while time is used to maximum advantage for client and agency or organisation.
   2.3 Client is provided with accurate initial information on agency or organisation services.
   2.4 Features and benefits of agency or organisation services are explained to client.
   2.5 Interview appointment time is arranged where necessary and interview preparations are completed.
   2.6 Formal and informal information is gathered and appropriate notes are taken for file.
3. Maintain and use client database.
   3.1 Client database is accurately developed, regularly maintained and securely stored, while maintaining client confidentiality.
   3.2 Regular clients are accurately identified and followed up.
   3.3 Client records are accurately used to advise clients on agency or organisation services of possible interest.
4. Deal with client complaints and problems.
   4.1 Client complaints and problems are acknowledged and client is supported to produce a positive outcome.
   4.2 Client is encouraged to verbalise issues and active listening is used to minimise client frustration.
   4.3 Client’s confidence in agency or organisation is developed to promote long-term commitment and trust.
Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.

Overview of Assessment

Assessment may include but not limited to a variety of methods including written short answers, assignments, online quizzes, interactive tasks and multiple choice questions. You will be asked to demonstrate to your teacher/assessor the skills gained during this course to the relevant industry standards. Assessment activities will occur throughout this course and feedback will be provided at regular intervals.