Client Care (L2)

Question 1

What are the principles of good client care?

Answer 1

Identify who all parties are clients, stakeholders, and their objectives. Establish good client relationships and communicate frequently.

Question 2

When should you decline an instruction of new work?

Answer 2

If there is a COI, if you are not competent to do the work or if it involves illegal activities.

Question 3

How would you process if a client wanted you to work with them despite a COI?

Answer 3

Obtain informed consent in writing, ensure the client is fully informed of the risks and other options available.

Question 4

What makes up a fee proposal?

Answer 4

how much the work will cost, how long it will take. Fixed fee or hourly rate

Question 5

Who are your clients and how are their objectives established?

Answer 5

An individual or firm to who you provide a service to through a client brief.

Question 6

How do you identify all clients and what behaviour is appropriate to establishing good client relationships?

Question 7

How did you implement a system which reduced conflict?

Question 8

Do you issue your monthly financial updates to all clients?

Question 9

What were your client’s primary objectives and how do you balance to ensure both LLP views and Countryside views are fairly balanced?

Answer 9

Ensuring I understand both client’s objectives and requirements are fundamental to delivering a good quality and diligent service. I adopt a holistic approach and act in my client’s best interest.

Question 10

Can you define your scope of services within your PI insurance limits?

Question 11

What are your client’s KPIs?

Question 12

How did you ensure your scope for the PRS was in line with your client’s requirements for Clapham Park?

Question 13

How do you balance your clients minimum hurdle rates?

Question 14

How would you identify new clients?

Question 15

What is your company’s approach to client care?

Answer 15

5-star housebuilding status

90% of customers would recommend – 2 questions that focus on recommendation & satisfaction.

Question 16

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

Question 17

How have you used standard forms of appointment?

Question 18

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

Question 19

Explain what BS EN ISO 9004 relates to.

Question 20

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

Question 21

How have you dealt with unrealistic client expectations?

Question 22

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

Question 23

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

Question 24

How have you compiled an appointment document?

Question 25

How have you issued reports to a client?

Question 26

Clapham Park – how did you establish the scope of services?
How did you formalise this in writing?
How did you set target dates in line with the scope?