Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

RICS Core > 2 - Client Care > Flashcards

2 - Client Care Flashcards

1
Q

What is Client Care?

A

The identification of your Clients and the continuous process of understanding their needs, feedback and behaviour in order to conduct yourself in a way that improves the relationship.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Give me some examples of Client Care?

A
  • Identifying the Client
  • Understanding how they operate and their behaviour
  • Understanding Client drivers such as timescales
  • Communication and relationship
  • Feedback and performance review
  • Identifying any conflicts of interest
  • Openness, honesty and trust
  • Handling and managing complaints
  • Lessons Learned
  • Holding PII
  • Handling Client Money correctly
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

How do you exercise good Client Care?

A
  • Regular feedback reviews
  • Understanding what the Client needs, asking them
  • Handling complaints across wider
  • Following the (IS0 9001)
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are the RICS PII Level requirements?

A
  • Up to £100k = £250k
  • Up to £200k = £500k
  • Above £200k = £1mil

Minimum excess is 2.5% or £10k whichever is higher

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Why is client care important?

A
  • Retain clients
  • Reduce likelihood of conflicts
  • Comply with the RICS Code of Conduct for providing a quality service.
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What is a Lessons learnt workshop?

A

Review of recent failings or successes on a project.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

How do you act upon feedback received from a client?

A
  • Feedback would be recorded
  • Understand how to rectify the negatives
  • Review the improvement
  • Share the positives
  • Stace CHP
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What is a KPI?

A

-Key performance indicator
-Can be used to measure performance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

What are some KPI examples?

A

-Amount of snags/defects
-Construction cost overrun
-H&S scores

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

How do you manage client expectations?

A

Agree on a strategy
Agree on timelines
Open and Honest
Listen
Understand expectations

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

How do you deal with a complaint from a client?

A

-Acknowledge receipt
-Notify the appropriate person
-Comply with the complaints handling procedure

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is the RICS documentation on handling client money?

A

-Client Money Handling Professional Statement
-Provides clear controls and procedures to keep client money safe.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What is suggested in the Client Money Handling PS?

A

-Keep records and accounts of all dealings with client money
-Have controls to ensure money flows correspond with the agreed instructions
-Compliance with all anti-money laundering legislation

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Are there any other guidance on Client Money?

A

RICS Professional Statement on Countering Bribery and Corruption, Money Laundering and Terrorist Financing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What is included within the Countering Bribery and Corruption, Money Laundering and Terrorist Financing PS?

A

-Don’t accept a bribe
-Report breaches / suspicious to relevant authorities
-Undertake checks on clients and customers
-RICS members must not be complicit

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What is included in a RFP?

A

-Scope of service
-Terms of appointment
-Basis of pricing
-Project Details
-Insurance
-Team CV’s

17
Q

How would you calculate your own fees?

A

Identify the scope
Assess team resource
Assess duration
Apply the a rate against this

18
Q

What would you do if you underestimated a fee proposal?

A

-If scope had increased then it would be reasonable for fees to increase.
-If not then this would likely be a mistake and I would deal with this ensuring that no agreed level of service was reduced.

19
Q

You are asked to reduce your fee by a client

A

-I would explain the calculation process and make clear that this is the fee matching the scope
-I can review the scope and see if this could reduce the overall fee.

20
Q

What would you do if you verbally agreed the services?

A

-Follow up in writing
-Confirm fees, scope and T&C’s

21
Q

When should you decline work?

A
  • Conflict of interest
  • Illegal or unethical
  • Conflict with RICS Rules or Codes
  • No competence, resource or time
22
Q

Time you had to give a client negative information? How did you deal with it?

A

The tenderers returned bids for a Pre-Demo audit which was above the level that they had envisaged.

I advised there was money in the contingency that could be used for this

23
Q

What’s the difference between a project dashboard and a report?

A

Dashboard - Short summary of actions in the period

Report - Detailed summary and explanations of statutory items, programme, design changes and tracker summaries.

24
Q

How do you manage communications with your client?

A

Establish from the outset frequency and form of expected communications as all clients differ from this.

Some like fortnightly updates on dashboards, whereas others prefer only monthly reports.

25
Q

What are the different types of trackers you use?

A

Action Tracker
Insurance Tracker
Planning Deliverables Tracker
Appointment Tracker

26
Q

Prior to working with a new client what pre-appointment checks would you undertake?

A
  • Competency check
  • Conflict of interest
  • Anti money laundering checks
  • PII to cover value of instruction
  • Formalise in written terms of engagement
27
Q

When setting up a new practice what procedures would you put in place to ensure good client care?

A
  • Regular client feedback
  • Processes to formalise engagement / communication
  • Keep client information confidential
  • Agree a consistent formatted document tailored to their needs.
  • Client money handling procedure
  • Complaints Handling Procedure
28
Q

Why is client care so important

A
  • Retain clients
  • Professional negligence claims
  • Insurance claims can be costly
  • Part of RICS requirements to provide a good quality service
29
Q

What would you do if you received a complaint from a client in writing?

A
  • Call client to say you’ve received the complaint
  • Issue CHP
  • Report with senior individual
  • Notify PII insurer
  • Meet with client to receive feedback
30
Q

What is a complaint and why is it a serious topic?

A
  • A complaint that a situation is unsatisfactory or unacceptable to a client.
  • RICS requirements to be handed in line with the CHP
  • Loss of clients / reputation
31
Q

What’s the difference between a client and a customer?

A

Customer - Someone that buys something

Client - Someone looking for professional service from the business

32
Q

How do you conduct yourself with a new client?

A
  • Prepartation
  • Friendly / engaging
  • Inquisitive to key challenges
  • Well presented / polite
33
Q

Please provide an overview of your quality management process?

A
  • Peer review process
  • Standardised format of documentation
  • Authorisation / signature process
  • Accessible file storage systems.
34
Q

What is your firms procedure for obtaining clients feedback?

A
  • Day to day informal comms
  • KPI’s
  • Client performance reviews

RICS Core (15 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions