Client Care Flashcards
Tell about why it is important to develop long-term client relationships.
Level 1
Tell me about the different stakeholders you have come across in your
role.
Level 1
Tell me about how you have tailored your client care to one of these
stakeholders.
Level 1
Why is it important to you to set objectives?
Level 1
Tell me about your duty of care towards your clients
Level 1
How have you defined your scope of services within the limits of your
competence and PI insurance?
Level 1
How do you set fees?
Level 1
How have you used standard forms of appointment?
Level 1
What mechanisms are contained within an appointment document?
Level 1
What insurance requirements are you aware of (both legal and RICS)?
Level 1
How are stakeholders identified?
Level 1
Explain formal communication systems with clients and stakeholders you
are aware of.
Level 1
What KPIs might you agree with a client to monitor performance?
Level 1
How do you gather data during the inception stage of a project, including
client briefings and site based information?
Level 1
Explain what BS EN ISO 9004 relates to
Level 1
What is the definition of a Key Performance Indicator (KPI)?
Level 1
Tell me about an example of how you have provided good client care.
Level 2
Tell me about an example of when you have provided a high standard of
service to a client.
Level 2
How have you dealt with an unrealistic client deadline?
Level 2
How have you dealt with unrealistic client expectations?
Level 2
Tell me about the approach you have taken when dealing with a nontechnical lay client.
Level 2
Tell me about the approach you have taken when dealing with a client
with a high level of property knowledge.
Level 2
How have you established a client’s objectives?
Level 2
How have you confirmed a client’s brief?
Level 2
How have you established a scope of services?
Level 2
How have you calculated fees for professional services?
Level 2
How have you compiled an appointment document?
Level 2
How have you established project stakeholders and their status within a
project?
Level 2
How have you set up communication systems with a client and stakeholders?
Level 2
How have you issued reports to a client?
Level 2
How have you dealt with a complaint?
Level 2
How have you measured KPIs?
Level 2
How have you analysed the data gathered through the client briefing
process and formulated a detailed client brief?
Level 2
How do you provide good client care through spreadsheets and lease
event triggers?
Level 2
Southwick Square – how did you meet your client’s objectives? How did you advise on the correct position given the complex lease
arrangements in place?
Level 2
