client care, coms and negotiation,

Question 1

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

Answer 1

• customer satisfaction
• meeting objectives in timely manner

Question 2

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

Answer 2

client meetings
set objectives
review objectives
site visits

Question 3

Explain what BS EN ISO 9004 relates to.

Answer 3

quality management system to help monitor and manage quality across business so can identify areas for improvement

Question 4

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

Answer 4

key performance indicator, a quantifiable measure of performance over time for a specific objective.

Question 5

Tell me about your duty of care towards your clients.

Answer 5

express or implied duty of care (negligence if not complied)

Question 6

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

Answer 6

Professional indemnity cover
(turnover limits 100 k = 250k, 100 - 200 k = 500k, 200k + = 1 mil)
public liability insurance
employers liability insurance

Question 7

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

Answer 7

Lower Mole Esher,
set objectives, understood need for external assistance but ensured KPIs were being met through attendance at regular meetings and discussing with client separately

Question 8

How have you dealt with an unrealistic client deadline?

Answer 8

• notice of entry a few days before, meeting to outline needs, made sure others are aware of this to mitigate occurrence in the future

Question 9

client care example 1 and 2

Answer 9

Lower Mole and RMC

Question 10

Tell me about your negotiating style.

Answer 10

changes depending on negotiation, usually cooperative , compromise or collaborate

Question 11

What is principled negotiation?

Answer 11

finding a deal that will benefit all parties involved

Question 12

What can be a barrier to negotiating effectively?

Answer 12

emotions rather than looking objectively

Question 13

What do RICS set out as best practice for the use of social media?

Answer 13

new RICS Regulation paper on the Use of Social Media: Guidance for RICS Members (Version 1) June 2021

RICS may investigate a social media post that adversely impacts upon public confidence or trust in the profession.

Question 14

communication and negotiation examples

Answer 14

Kingston crescent, Portsmouth (retail unit, negotiated with tenant, best value client, clear and fair negotiation, successful letting)
RMC - presented maps and diagrams for fishing

Question 15

Give me an example of when you have communicated using a complex written report.