Communicate with clients as part of agency operations Assignment

Part A: Research project

This project requires you to undertake research on real estate agencies. You can either complete this project directly by researching a particular agency, or you can gather this information from your own personal experience dealing with real estate agents (as a client or customer), or via interviewing clients and customers who have recently dealt with a real estate agency (for example, people in your social or family network who have recently dealt with a real estate agency, such as by being a tenant, landlord, buyer or vendor, prospective buyer or prospective vendor).

Question 1: Describe at least two (2) different types of agency policies and procedures that exist to guide staff in dealing with clients.

Question 2: Describe two (2) different types of agency service that are designed to enhance client support for the agency.

Question 3: Describe two (2) features of the agency service provided and the benefits these features provide to clients.

For example: Feature= agency is open 7 days, Benefit for client= easier for clients to do business with the agency outside their works hours, thus less stressful for clients

Part B: Short-answer questions

You are about to start your first job in a real estate agency. As such, you will be dealing with client enquiries regarding properties for sale.

Question 1: Describe how you intend to establish rapport and build a relationship with a new client.

Question 2: What professional ethics will you need to maintain with your clients?

Question 3: Explain how you will use effective questioning, listening and observation skills to accurately determine your clients' needs, requirements and preferences.

Question 4: Provide four (4) examples of questions you would ask when dealing with new enquires in order to clarify client needs.

Question 5: Provide an example of how you will use client records to maximise client interest in agency services.

Question 6: A client that you have worked very hard for tells you that they are unhappy with the outcome in a transaction that you have handled for them. Explain how you would deal with this negative feedback to ensure that you produce a positive outcome.

Question 7: Describe two (2) different situations in which you may need to give a client space and time to evaluate agency services.

Question 8: You've handled a client enquiry over the telephone, and the client would like to make an appointment to view listed properties for sale with you.

(a) Describe two things you will need to consider when scheduling the appointment time?

(b) What preparations will you need to make prior to this appointment time including what information you will need to gather and what arrangements will you need to make?

(c) Following the appointment, what notes will you need to make in the property file AND in agency database?

Question 9: Describe one way in which you may need to adjust the way you communicate in order to take into account the different social, economic and cultural background of the clients you deal with, including their mental and physical abilities.