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.
Clients may include:
body corporate managers
buyer's agents
buyers
owners
people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities
property developers
regular and new customers
sellers
tenant's agents
tenants.
Client loyalty strategies may refer to:
costs
meeting legal and ethical requirements
specific activities, including:
client reward schemes
cross-selling
formal letters of thanks
handwritten notes thanking clients
online activities
phone calls thanking clients for business
promotional items
up-selling
service
success measures
targets and timeframes
value for money.
Ethical requirements may include:
confidentiality
honesty
positive statements
privacy.
Legislative requirements may include:
anti-discrimination and equal employment opportunity
consumer protection, fair trading and trade practices
environmental issues
financial services
industrial relations
leases and tenancy agreements
OHS
privacy
property sales and management
taxation
workplace and industrial relations.
Agency services may include:
contract administration
current and planned real estate developments
information on specific properties
property management
property sales.
Performance indicators may include:
qualitative indicators
quantitative indicators.
Client service records may include:
computerised
manual.

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 case studies, demonstrations and practical exercises focused on managing and monitoring client service to support the attainment of key agency business goals. 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. 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:
knowledge of the ethical and legislative requirements affecting the provision of effective client service in an agency context
developing client loyalty strategies in an agency context
maintaining clear lines of communication with clients in an agency context
reviewing client policy in an agency context.
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.