Client Care

Question 1

Tell about why it is important to develop long-term client relationships.

Level 1

Question 2

Tell me about the different stakeholders you have come across in your
role.

Level 1

Question 3

Tell me about how you have tailored your client care to one of these
stakeholders.

Level 1

Question 4

Why is it important to you to set objectives?

Level 1

Question 5

Tell me about your duty of care towards your clients

Level 1

Question 6

How have you defined your scope of services within the limits of your
competence and PI insurance?

Level 1

Question 7

How do you set fees?

Level 1

Question 8

How have you used standard forms of appointment?

Level 1

Question 9

What mechanisms are contained within an appointment document?

Level 1

Question 10

What insurance requirements are you aware of (both legal and RICS)?

Level 1

Question 11

How are stakeholders identified?

Level 1

Question 12

Explain formal communication systems with clients and stakeholders you
are aware of.

Level 1

Question 13

What KPIs might you agree with a client to monitor performance?

Level 1

Question 14

How do you gather data during the inception stage of a project, including
client briefings and site based information?

Level 1

Question 15

Explain what BS EN ISO 9004 relates to

Level 1

Question 16

What is the definition of a Key Performance Indicator (KPI)?

Level 1

Question 17

Tell me about an example of how you have provided good client care.

Level 2

Question 18

Tell me about an example of when you have provided a high standard of
service to a client.

Level 2

Question 19

How have you dealt with an unrealistic client deadline?

Level 2

Question 20

How have you dealt with unrealistic client expectations?

Level 2

Question 21

Tell me about the approach you have taken when dealing with a nontechnical lay client.

Level 2

Question 22

Tell me about the approach you have taken when dealing with a client
with a high level of property knowledge.

Level 2

Question 23

How have you established a client’s objectives?

Level 2

Question 24

How have you confirmed a client’s brief?

Level 2

Question 25

How have you established a scope of services?

Level 2

Question 26

How have you calculated fees for professional services?

Level 2

Question 27

How have you compiled an appointment document?

Level 2

Question 28

How have you established project stakeholders and their status within a
project?

Level 2

Question 29

How have you set up communication systems with a client and stakeholders?

Level 2

Question 30

How have you issued reports to a client?

Level 2

Question 31

How have you dealt with a complaint?

Level 2

Question 32

How have you measured KPIs?

Level 2

Question 33

How have you analysed the data gathered through the client briefing
process and formulated a detailed client brief?

Level 2

Question 34

How do you provide good client care through spreadsheets and lease
event triggers?

Level 2

Question 35

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