Course Title: Communicate with clients in the property industry

Part B: Course Detail

Teaching Period: VE 2017

Class Number: 1616

Class Section: SCM1

Course Code: BUSM8759C

Course Title: Communicate with clients in the property industry

School: 174T School of VE Engineering, Health & Science

Campus: City Campus

Program: C4394 - Certificate IV in Strata Community Management

Course Contact: Mimma Luppino

Course Contact Phone: +61 3 9925 4979

Course Contact Email: mimma.luppino@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

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.

Pre-requisites and Co-requisites

NIL

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.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CPPDSM3019 Communicate with clients in the property industry

Element:

1.Establish contact with clients and determine their needs.

Performance Criteria:

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.

Element:

2. Handle initial client enquiries.

Performance Criteria:

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.

Element:

3. Maintain and use client database.

Performance Criteria:

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.

Element:

4. Deal with client complaints and problems.

Performance Criteria:

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.

4.4.

Mutually acceptable resolution of complaint or problem is achieved by implementing agency or organisation’s policies and procedures.


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.


Details of Learning Activities

Students will be accessing online materials and resources.

The program area is designed with interactivity utilizing drop down information through online presentations. This information is packaged within videos and text.

 

The learning material is accessed via Blackboard (RMIT Learning Management System or LMS).

 

Interaction with other students is encouraged through Google Communities to engage with other students and facilitate their learning.

Online support and feedback is provided by educators via both Blackboard and Google communities to assist in learning activities.


Teaching Schedule

Students are expected to engage in online learning at their own pace within the 12 month delivery period of the program.

The program area is structured to provide sequential learning. Please see the assessment matrix below.

 


Learning Resources

Prescribed Texts


References


Other Resources


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.


Assessment Tasks

This unit of competency is part of an integrated program. You must demonstrate Performance and Knowledge evidence of the unit in order to be deemed competent.

Assessment methods have been designed to measure achievement of each competency over a range of assessment tasks.

The assessment methods may include:

  • multiple choice
  • online quizzes
  • short answer questions
  • written tasks
  • assignments
  • case studies
  • workplace evidence

 

Feedback will be provided to you throughout the program through Blackboard and/or Google communities.

All assessment tasks must be submitted within the given time frame to avoid timing out.

You are expected to prepare all assignments and other written work in a professional manner. More information on general academic study and writing skills can be found on the “Learning Lab” http://emedia.rmit.edu.au/learninglab/ (http://emedia.rmit.edu.au/learninglab/). All work submitted for assessment must be submitted electronically.


Assessment Matrix

The assessment mapping demonstrates alignment of assessment tasks with the elements and performance criteria as stipulated in the unit of competency. The assessment matrix is available on BlackBoard with links to the Assessment task sheet(ATS).

 

Assessment Code

Assessment Name

Elements

Performance Criteria

4CC19WT1

Establish Contact with Client

1

1.1  & 1.2

  

4CC19SA1

Handling new business enquiries

2 & 3

2.1, 2.2, 2.3, 2.4, 2.5, 2.6, 3.1, 3.2 & 3.3

4CC19MC1

Dealing with complaints

4

4.1, 4.2, 4.3 & 4.4

Course Overview: Access Course Overview