Client Care

Question 1

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

Answer 1

Understand the clients’ objectives and requirements and understand their longer-term goals. Repeat business.

Question 2

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

Answer 2

Vendors, Purchasers, Landlord, Tenants, other Agents.

Question 3

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

Answer 3

Vendors. IRS & weekly meetings

Question 4

Why is it important to you to set objectives?

Answer 4

To keep track of progress and give direction in my role.

Question 5

Tell me about your duty of care towards your clients.

Answer 5

To act ethically and in my clients’ best interests.

Question 6

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

Answer 6

Set out that DTRE are not instructed to provide any formal valuation to be relied upon. Any financial information of an asking price etc will not be carried out in accordance with the valuation requirements of the Valuation Manual published by the RICS.

Question 7

How do you set fees?

Answer 7

Within the terms of engagement, normally as a % fee.

Question 8

How have you used standard forms of appointment?

Answer 8

Templates where the necessary information can be filled out depending upon the nature of the instruction from the client.

Question 9

What mechanisms are contained within an appointment document?

Answer 9

Mechanism of how the fee will be calculated e.g. as a % of price

Question 10

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

Answer 10

TBC

Question 11

How are stakeholders identified?

Answer 11

Anyone that can affect or is affected by what you are trying to achieve.

Question 12

How do you establish stakeholders status within a project?

Answer 12

Stakeholder mapping and effective stakeholder engagement.

Question 13

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

Answer 13

Pricing – Outcome of a sale

Question 14

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

Answer 14

Notes, pictures, meeting minutes, email traffic

Question 15

Explain what BS EN ISO 9004 relates to.

Answer 15

A document that provides guidance to organizations to support the achievement of sustained success by a quality management approach.

Question 16

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

Answer 16

A quantifiable measure used to evaluate the success of an organization, employee etc.

Question 17

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

Answer 17

Weekly meetings with Canmoor for Windsor letting instruction. Ensuring the joint agents were co-ordinated in circulating the enquiry schedule.

Question 18

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

Answer 18

Ensuring that the enquiry schedule was always sent to the client in advance of the meeting. Following up any actions within the meeting and confirming this after.

Question 19

How have you dealt with an unrealistic client deadline?

Answer 19

Managed client expectations.

Question 20

How have you dealt with unrealistic client expectations?

Answer 20

Managed these carefully backed up with appropriate supporting evidence.

Question 21

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

Answer 21

Ensuring all terminology is broken down.

Question 22

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

Answer 22

Ensuring sufficient data to back up reasoning. Keeping them informed throughout.

Question 23

How have you established a client’s objectives?

Answer 23

Co-ordinate SMART (specific, measurable, achievable, realistic, time bound) objectives. Take the time to understand their objectives.

Question 24

How have you confirmed a client’s brief?

Answer 24

Followed up with any necessary questions.

Question 25

How have you established a scope of services?

Answer 25

TBC

Question 26

How have you calculated fees for professional services?

Answer 26

A fixed fee of an outcome. E.g. % of purchase price / % of rent.

Question 27

How have you compiled an appointment document?

Answer 27

TBC

Question 28

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

Answer 28

Through stakeholder mapping

Question 29

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

Answer 29

Dataroom, email chains.

Question 30

How have you issued reports to a client?

Answer 30

Exported to PDF and sent via email.

Question 31

How have you dealt with a complaint?

Answer 31

N/A?

Question 32

How have you measured KPIs?

Answer 32

Pricing – Outcome of a sale

Question 33

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

Answer 33

TBC

Question 34

Cheltenham – how did you keep your client updated?

Answer 34

Weekly meetings when appropriate. Emails, phone calls.

Question 35

How did you meet your client’s objectives?

Answer 35

Ensured I understood their objectives.

Question 36

Crawley – what did you ToEs include?

Answer 36

Fee basis, payment of expenses. DTRE’s terms of business - copy of the firms complaint handling procedure, detail on PII.

Question 37

How did you ensure you provided a high standard of client care?

Answer 37

Understood objectives. Good communication.