Client Care - Level 2

Question 1

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

Answer 1

TBC

Question 2

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

Answer 2

TBC

Question 3

How have you dealt with an unrealistic client deadline?

Answer 3

TBC

Question 4

How have you dealt with unrealistic client expectations?

Answer 4

TBC

Question 5

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

Answer 5

TBC

Question 6

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

Answer 6

TBC

Question 7

How have you established a client’s objectives?

Answer 7

TBC

Question 8

How have you confirmed a client’s brief?

Answer 8

TBC

Question 9

How have you established a scope of services?

Answer 9

TBC

Question 10

How have you calculated fees for professional services?

Answer 10

TBC

Question 11

How have you compiled an appointment document?

Answer 11

TBC

Question 12

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

Answer 12

TBC

Question 13

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

Answer 13

TBC

Question 14

How have you issued reports to a client?

Answer 14

TBC

Question 15

How have you dealt with a complaint?

Answer 15

TBC

Question 16

How have you measured KPIs?

Answer 16

TBC

Question 17

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

Answer 17

TBC

Question 18

How do you apply the Treating Customers Fairly guidelines?

Answer 18

TBC

Question 19

LS28 – how did you ensure the service was appropriate for the property and client’s needs?

Why was a L3 appropriate?

Who was the client – why was the lender involved with a non-secured lending instruction?

Answer 19

TBC

Question 20

How would you advise on this under the current HSS?

Answer 20

TBC

Question 21

BD11 – how did you manage compliance with the SLA?

How did you ensure you still provided a high standard of service?

Answer 21

TBC