Client Care Flashcards
What does RICS stand for?
Royal Institution of Chartered Surveyors
What is the primary purpose of the APC in RICS?
To assess the competence of candidates in their chosen profession.
What are the two levels of client care in the RICS APC for quantity surveyors?
Level 1 and Level 2.
True or False: Level 1 client care focuses on basic client interactions.
True.
Fill in the blank: Level 2 client care involves _______ client relationships.
advanced
What is a key skill assessed at Level 1 client care?
Effective communication.
Name one responsibility of a quantity surveyor during client interactions.
To provide accurate cost estimates.
What is the importance of client feedback in client care?
It helps improve service delivery and client satisfaction.
True or False: Level 2 client care requires an understanding of contract law.
True.
What does effective client care contribute to in a professional context?
Stronger client relationships and business success.
Multiple Choice: Which of the following is NOT a focus of Level 2 client care? A) Managing expectations B) Client relationship building C) Basic administrative tasks
C) Basic administrative tasks
What is one method for managing client expectations?
Setting clear project timelines and deliverables.
True or False: Ethical considerations are irrelevant in client care.
False.
What is the role of empathy in client care?
To understand and address client needs effectively.
Fill in the blank: A key component of Level 2 client care is ________ management.
risk
What is one characteristic of a successful client care strategy?
Proactive engagement with clients.
How does client care impact project outcomes?
It can lead to better project alignment with client goals.
What is a common challenge in client care?
Miscommunication or misunderstanding client needs.
Multiple Choice: Which of the following is a technique for effective communication? A) Active listening B) Ignoring client feedback C) Rushing through conversations
A) Active listening
What is the significance of maintaining confidentiality in client care?
It builds trust and protects sensitive information.
True or False: Client care is only important at the beginning of a project.
False.
What should a quantity surveyor do if a client is dissatisfied?
Address the issue promptly and seek to resolve it.
Fill in the blank: An effective client care plan should include ________ for regular updates.
schedule
What is one way to demonstrate professionalism in client care?
Consistently delivering on promises.
What type of information should be regularly communicated to clients?
Project progress and any changes to scope or budget.
Multiple Choice: Which of the following is considered a best practice in client care? A) Ignoring client queries B) Providing regular updates C) Delaying responses
B) Providing regular updates
What role does negotiation play in client care?
It helps to reach mutually beneficial agreements.
True or False: Level 1 client care does not require knowledge of project management.
True.
What is an important aspect of client relationship management?
Building rapport and trust with clients.
Fill in the blank: Good client care can lead to ________ referrals.
positive
What is the impact of cultural awareness in client care?
It enhances communication and understanding with diverse clients.
Multiple Choice: Which skill is essential for Level 2 client care? A) Technical expertise B) Basic math skills C) Strong sales tactics
A) Technical expertise
What is one advantage of having a clear client care policy?
It sets expectations for both clients and service providers.
True or False: Client care only pertains to external clients.
False.
What is the relationship between client care and client retention?
Effective client care increases client retention rates.
Fill in the blank: A successful quantity surveyor should always seek ________ from clients.
feedback
What should be included in a client care training program?
Communication skills, conflict resolution, and ethics.
Multiple Choice: Which of the following is a crucial element of Level 1 client care? A) Advanced contract negotiation B) Basic communication C) Technical report writing
B) Basic communication
What is the importance of follow-up in client care?
It shows commitment to client satisfaction.
True or False: Level 2 client care includes understanding client business objectives.
True.
What is one way to measure client satisfaction?
Conducting surveys or feedback sessions.
Fill in the blank: Client care should be ________ and adaptable to changing needs.
proactive
What is the purpose of a client care review?
To evaluate and improve client care practices.
Multiple Choice: Which factor is essential for maintaining strong client relationships? A) Inconsistent communication B) Understanding client needs C) Lack of transparency
B) Understanding client needs
What is a common outcome of poor client care?
Loss of clients and negative reputation.
