Course Title: Manage client relationships and networks in the property industry

Part B: Course Detail

Teaching Period: Term1 2019

Course Code: MKTG6014C

Course Title: Manage client relationships and networks in the property industry

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

Campus: City Campus

Program: C5298 - Diploma of Property Services (Asset and Facility Management)

Course Contact: Program Manager

Course Contact Phone: +61 3 9925 8359

Course Contact Email:

Name and Contact Details of All Other Relevant Staff


Thierry Demathieu

Phone: +61­3­9925 8359


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


Course Description

This unit of competency specifies the outcomes required to maintain positive business relationships and active professional networks in the property industry. It requires the ability to share and promote professional experiences within a network and use interpersonal skills to build trust and improve client relationships. The unit may form part of the licensing requirements for persons working in the property industry, including in the real estate, business broking, stock and station agency and property operations and development sectors, in those States and Territories where these are regulated activities.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

CPPDSM5029A Manage client relationships and networks in the property industry


1 Identify relationship and network requirements.

Performance Criteria:

1.1  Relationships and networks required to achieve business goals and objectives are systematically identified.

1.2  Consultative processes are used to identify and verify relationship and network requirements according to organisational requirements.

1.3  Business equipment and technology are used to organise and maintain information for easy access and retrieval according to organisational and legislative requirements.

1.4  Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.


2 Establish and maintain client relationships.

Performance Criteria:

2.1  Communication methods are adapted to meet client ­preferred communication style.

2.2  Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.

2.3  Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.

2.4  Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.


3 Participate and influence business networks.

Performance Criteria:

3.1  Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.

3.2  Interactions with network members reflect sensitivity to social and cultural differences and individual needs.

3.3  Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.

3.4  Future support and service requirements for network members are identified and addressed in consultation with relevant people.

Learning Outcomes

Refer to Elements

Details of Learning Activities

Students will be involved in the following learning activities to meet requirements for this competency:

  • Face to Face classes
  • Simulated Workplace Learning
  • Online learning via blackboard
  • Other forms of structured teaching and learning

Students will be observed and assessed through their planned activities throughout the duration of the course.

Teaching Schedule

This competency forms part of Theme 1 which has two Competencies:

CPPDSM5029A Manage client relationships and networks in the property industry

CPPDSM5006A Co­ordinate customer service activities in the property industry


 Theme   RMIT Code 

CPP50511Diplomaof Property Services

(AssetandFacility Management)RMIT C5298

 T1    MKTG6014C  

Orientation Day for new students - ­ CPPDSM5029A ­ Manage client relationships and networks in the property industry

 T1    MKTG6014C  CPPDSM5029A ­ Manage client relationships and networks in the property industry    
T1    MKTG6014C  CPPDSM5029A ­ Manage client relationships and networks in the property industry

 T1   MKTG6014C

CPPDSM5029A ­ Manage client relationships and networks in the property industry


Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment may incorporate a variety of methods including written/oral activities and demonstration of practical skills to the relevant industry standards. Participants are advised that they are likely to be asked to personally demonstrate their assessment activities to their teacher/assessor. Feedback will be provided throughout the course.

Assessment Tasks

Students must pass each of the following assessment tasks to demonstrate competent.


Weight %

Assessment 1

Written report  


Assessment 2

Written report  


These tasks assesses the following Course Learning Outcomes (CLOs):

Assessment Mapping Matrix

Element / Performance Criteria Covered

Assessment 1

Assessment 2





































To be deemed competent you must demonstrate an understanding of all aspects required of the competency. Assessment methods have been designed to measure your achievement of each competency in a flexible manner over multiple tasks.

Assessment Tasks

Assessment  Description  Weight % 
 Assessment 1  Written report   50
 Assessment 2  Written report   50

Assessment Matrix

Element/Performance Criteria Covered Assessment 1 Assessment 2
1.1 x x
 1.2  x  x
 1.3  x  x
 1.4  x  x
 2.1  x  x
 2.2  x  x
2.3 x x
 2.4  x  x
3.1 x x
 3.2  x  x
 3.3  x  x
 3.4  x  x

Other Information


You may be eligible for credit towards courses in your program if you have already met the learning/competency outcomes through previous learning and/or industry experience. To be eligible for credit towards a course, you must demonstrate that you have already completed learning and/or gained industry experience that is:

  • Relevant
  • Current
  • Satisfies the learning/competency outcomes of the course

 Please refer to to find more information about credit transfer and RPL.

Study and Learning Support:

Study and Learning Centre (SLC) provides free learning and academic development advice to you. Services offered by SLC to support your numeracy and literacy skills are:

  • Assignment writing, thesis writing and study skills advice
  • Maths and science developmental support and advice
  • English language development

 Please refer to to find more information about Study and Learning Support.

Disability Liaison Unit:

If you are suffering from long ­term medical condition or disability, you should contact Disability Liaison Unit to seek advice and support to complete your studies.

Please refer to to find more information about services offered by Disability Liaison Unit.

Late Submission:

If you require an Extension of Submittable Work (assignments, reports or project work etc.) for seven calendar days or less (from the original due date) and have valid reasons, you must complete an Application for Extension of Submittable Work (7 Calendar Days or less) form and lodge it with the Senior Educator/ Program Manager.

The application must be lodged no later than one working day before the official due date. You will be notified within no more than two working days of the date of lodgement as to whether the extension has been granted. If you seek an Extension of Submittable Work for more than seven calendar days (from the original due date), you must lodge an Application for Special Consideration form under the provisions of the Special Consideration Policy, preferably prior to, but no later than two working days after the official due date.

Submittable Work (assignments, reports or project work etc.) submitted late without approval of an extension will not be accepted or marked.

Special Consideration:

Please refer to to find more information about special consideration.


Plagiarism is a form of cheating and it is very serious academic offence that may lead to expulsion from the university.

Please refer to to find more information about plagiarism.

 Email Communication:

All email communications will be sent to your RMIT email address and you must regularly check your RMIT emails.

Course Overview: Access Course Overview