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.
Enquiries from potential buyers may be received through:
email
inspections
office
open houses
referral
telephone
website.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the buyer feel valued
promote and maintain an effective relationship with the buyer.
Buyer requirements may include:
access to transport and facilities
finance
location
price
purpose of purchase, such as for:
business
holiday
investment
private residence
settlement period
size of property
style of property.
Appropriate interpersonal communication techniques may include:
active listening
providing an opportunity for the seller or buyer to clarify their understanding of the sales process
soft questioning and seeking feedback from sellers or buyers to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of seller or buyer message
using appropriate body language.
Factors likely to influence the purchase of properties may include:
buying intentions
capacity to purchase
financial limits
motives
needs
preferences.
Customer due diligence may include:
availability of finance
identity verification
record keeping requirements
reporting requirements.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
anti-money laundering
consumer protection, fair trading and trade practices
employment and industrial relations
financial services
OHS
privacy
property sales.
Promotional materials may include:
agent and agency profile
brochures and pamphlets
posters
property descriptions
web page entry.
Effective questioning techniques may include:
active listening
clear questions
different question types
reflection
using silences.
Records of inspection may include:
buyer's reaction to property
buyer requirements
name and contact details of potential buyers.
Factors affecting the successful conclusion of a sale may include:
area and environment in which the property is located
availability of comparable properties
marketing preferences of seller
circumstances of seller and buyer
professional skills and resources of agent
state of the market for type of property
type and condition of property.
Key decision makers may include:
business associates
buyer's agent
family members and friends of buyer
providers of professional advice, including:
accountants
building advisers
financial advisers
legal representatives
property advisers
spouse or partner.
Presentation skills may include:
active listening
appearance
body language
use of information technology, such as website, virtual tours and online databases
use of support and promotional materials
voice.
Effective negotiation techniques may include:
analytical skills
listening techniques
non-verbal communication skills
personal attributes
presentation techniques
questioning techniques
speaking skills.
Effective techniques for dealing with conflict and breaking deadlocks may include:
calling in a third party
clarifying the positions of both parties
deferring the decision
preparing a compromise
restating the position
summarising the progress to date.
Effective techniques for closing sale may include:
alternate option close
assumption close
competition close
customer close
deal or concession close
direct close
indirect close
summary-of-benefits close
time-driven close.
Sale of property documentation may include:
contract of sale or real estate, contract note and contract for the sale of businesses
declaration of selling agent
financial statement to buyer
receipt for deposit
vendor's statement and trading statement.
Settlement requirements may include:
buyer settlement responsibilities, including:
anything the new lender requires, such as a notice of acquisition or a disbursement order
bank cheques for the balance of purchase money, plus or minus adjustments
seller settlement responsibilities, including:
any other documents necessary to provide a clear title to the buyer, such as discharge of mortgage, withdrawal of caveats change of name declaration
disconnection of services, such as water, gas, electricity and telephone
keys
notify rating and taxing authorities of sale
other services
title
transfer of land
value of land and chattels.
Deposit moneys may refer to:
capacity of agent to hold
capacity of agent to release to seller
procedures for receipt and banking.
Settlement agents and other assisting professionals may include:
accountants
conveyancers
financiers and financial institutions
landlords and managing agents
legal advisers
licensed settlement agents.

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 practical demonstration of selling different types of property using general real estate sales procedures and techniques in line with agency practice, ethical standards and legislative requirements affecting the sale of property. 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.
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:
arranging and conducting property inspections for potential buyers
completing standard and statutory documentation associated with the sale of property
knowledge and application of approaches for qualifying buyers
knowledge of agency practice, ethical standards and legislative requirements affecting the sale of property and requirements associated with the transfer of ownership required for the legal sale of all types of property and businesses
knowledge of consumer protection principles that impact on the sale of property
maintaining business records associated with the sale of property
maintaining communications with sellers and buyers throughout the sale process
negotiating the sale of property with sellers and buyers
planning and delivering effective sales presentations to facilitate the sale of property
knowledge of agency practice and legislative requirements associated with agency disbursements
managing contracts for sale of property to settlement
monitoring the lodgement of documents for the correct transfer of ownership required for a legal sale of all types of property and businesses
preparing documentation for agency disbursements.
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.