Client care

Question 1

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

Level 1 - Green

Answer 1

We work in a profession where a lot of work comes from repeat clients such as estate agents. Ensuring long term client relationships helps secure the stream of work from these clients.

Question 2

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

Level 1 - Green

Answer 2

• Sellers
• Purchasers
• Agents
• Solictors
• Lenders

Question 3

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

Level 1 - Green

Answer 3

When reporting to a lender, I ensure I report in accordance with their guidance

Question 4

Why is it important to you to set objectives?

Level 1 - Green

Answer 4

• Provides focus
• Provides direction
• Provides motivation
• Allows recources and efforts to be allocated efficiently

Question 5

Tell me about your duty of care towards your clients.

Level 1 - Green

Answer 5

We owe a duty of care to consumers to take reasonable care in the preparation of services

Question 6

How do you set fees?

Answer 6

Fees are set to reflect the amount of work involved in an instruction as well as incorporating the costs associated with providing the service

Question 7

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

Answer 7

PI Insurance

Employers liability insurance

Motor insurance

Public liability insurance

Premises Insurance

Question 8

How are stakeholders identified?

Answer 8

Think about how our services impact others and how others might impact them

Question 9

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

Answer 9

Email

Letters

Phone calls

Video calls

Question 10

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

Answer 10

SLAs

Question 11

Explain what BS EN ISO 9004 relates to.

Answer 11

Quality management

Question 12

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

Answer 12

Form of performance measurement

Question 13

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

Answer 13

• Delivering reports within specified timeframe

Question 14

How have you dealt with an unrealistic client deadline?

Answer 14

Informed them that the type of work is not able to be turned around in the specified timeframe. Informed them that in order to ensure that work that is produced is done to a high standard an appropraite amount of time must be allocated.

Question 15

How have you dealt with unrealistic client expectations?

Answer 15

Unrealistic valuations

Question 16

Tell me about the approach you have taken when dealing with a non- technical lay client

Answer 16

• Reporting in non-technical language that can be understood

Question 17

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

Question 18

How have you established a client’s objectives?

Question 19

How have you confirmed a client’s brief?

Question 20

How have you established a scope of services?

Question 21

How have you calculated fees for professional services?

Question 22

How have you complied an appointment document?

Question 23

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

Question 24

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

Question 25

How have you issued reports to a client?

Question 26

How have you dealt with a complaint?

Question 27

How have you measured KPIs?

Question 28

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

Question 29

In your Hardgate example, how did you advise your client on security for lending?

Level 2 - SOE

Question 30

Who did you have a duty of care towards in the BTL case?

Level 2 - SOE

Question 31

In your Dinnet example, how did you communicate the delays to your client?

Level 2 - SOE

Answer 31

Email

Question 32

How did you manage your clients expectations in the Dinnet example?

Level 2 - SOE

Answer 32

I informed the client via email that the address on the register was incorrect and I had to make a submission to the register to have it changed to the correct one. I informed the client of the expected timeline for the address to be changed in order to manage their expectations.

Question 33

What are your level 2 examples?

Answer 33

• Hardgate - buy-to-let mortgage valuation on an ex-local authority flat. When checking lenders guidance I realised that ex-local authority flats outside Edinburgh and London were not acceptable to them as buy-to-let security. I reported in accordance with their guidance and stated they were unsuitable.
• Dinnet - EPC in which the address of the property was not on the register so I was unable to create the EPC. I made the application for change and informed the client of the delay and how long it would take to rectify.

Question 34

What data collection requirements are there?

Question 35

Who can a client ultimately complain to?

Question 36

Who is your contact officer?

Question 37

What procedures are in place for complaints?

Question 38

How do you ensure clients requirements are recorded and met?

Question 39

Can you provide an example where you have given your client advice?

Question 40

How have you applied the principles of client care to the conflicting interests of …..? (e.g. seller and buyer when preparing a Home Report).

Question 41

Explain how you have been able to apply the principles of client care to the specific needs of a client – (say a bank or mortgage lender).

Question 42

Give an example of when you have used your CHP.

Question 43

Give an example of when you have resolved a client complaint.

Question 44

How do you keep your clients happy?

Question 45

How do you identify who or what is a client?

Question 46

Give an example of good client care you have been involved in