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APC ASSESSMENT > Client Care (Level 2) > Flashcards

Client Care (Level 2) Flashcards

1
Q

What is client care?

A

Looking after a clients best interest whilst providing an appropriate level of service ensuring they satisfy their objectives while achieving value for money

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2
Q

How do you establish a good client relationship?

A

Professionalism
Competency
Trust
Reliability
Presentation
Communication
Punctuality
KPIs

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3
Q

How do you ensure you meet client aims and objectives?

A

Regular discussions on requirements
Review performance and identify areas to improve
Listen closely to clients and ask questions

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4
Q

What is a client brief?

A

Formal statement of a client objectives and requirements

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5
Q

What information would you find in a client brief?

A

Services required
- Project/property details
- Long term aims
- Duration

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6
Q

When could/would you turn down an instruction?

A

Conflict of interest
Lack of information
Not competence
Client wont agree/sign T Of E
Client on UK gov sanction list

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7
Q

How would you calculate a fee proposal?

A

Review work involved and time/resources required to undertake task
- Use hourly rate

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8
Q

How would you respond if client asks to lower fee to match another consultant?

A

Advise that fee calculated based on resource required for certain scope of works
- Fee could be reduced if scope revisited

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9
Q

When could you request additional fees from a client?

A

If scope of works increases

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10
Q

Why is client care important for APAM?

A

Rely on retaining clients
Reduce likelihood of conflict/complaints
Advisory service requires trust, transparency and high service
Maintain reputation to attract clients

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11
Q

What is APAM’s procedure for client feed back?

A

Partners/senior staff review directly on monthly/bi-monthly basis
Also informal continuous feedback

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12
Q

How would you handle a complaint?

A

Aim to resolve through negotiation first
Failing that refer to Partner in charge or CHP
Act professionally and take responsibility for my actions

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13
Q

What is APAM’s CHP?

A

On receipt of complaint, take full review and inform Company Compliance Officer
Acknowledge complaint in writing in 7 days
Respond within 28 days in writing
If response not accepted, report to ADR
Log on CH log

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14
Q

What do RICS require for CHP?

A

Clear, transparent, free of charge
Nominating person must be stated
PI insurer notified
3rd party redress scheme
Dealt with in 28 days

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15
Q

What is an example of one of your KPIS?

A

Rent collection (90% at day 7, 95% 10 days, 98% 14 days)

Service charges delivered on-time

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16
Q

How would I ensure successful KPIs?

A

SMART
specific, measurable, achievable, realistic, time bound

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17
Q

Talk me through a report you prepare for your clients and how it meets their needs?

A

Asset Management Reporting

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18
Q

Why is regular contact with clients important?

A

Provide high standard service and establish trust - important for client care

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19
Q

What is client empathy?

A

Understanding needs of client and deliver value for money above and beyond expectations

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20
Q

What is an example of my client empathy/care?

A

Ensuring I respond to clients same day, unless on site. Shows high standard of service and prioritising their needs

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21
Q

How do you identify a clients needs and objectives?

A

Ask questions and listen
Understand client brief
Speak to client and establish needs

22
Q

How do I establish trust?

A

Transparency
Honesty
Professionalism
High standard of service
Act in clients best interest

23
Q

When have you been transparent when things go worng?

A

After taking on management of an estate, I noticed that the service charge apportionment was incorrect on a certain unit.
I informed the client immediately rather than hiding from the issue, to ensure matter was dealt with and discrepancy rectified

24
Q

How do I maintain a good client relationship?

A

Tailor work to their needs
Ensure objectives are achieved
Taking time to get to know clients

25
Q

What do you include/exclude in a fee proposal?

A

Include:
- Scope of services
- few structure
- deliverables
- timeline
- Terms of appointment
- Basis of pricing

Excludes
- VAT (state whether applicable)
- 3rd party fees
-

26
Q

How do you manage a clients expectations?

A

Agree strategy/timescales
Be honest, open and transparent
Communicate regularly and directly
Offer advise in scope of service

27
Q

Asset Management Reporting - What did the asset manage report include?

A

asset management initatives, leasing updates, NOI, CAPEX, measurement against KPIs

28
Q

Asset Management Reporting - What were the KPI’s?

A

NOI, rent achieved v ERV, void, rent collection

29
Q

Asset Management Reporting - When did the reports have to be submitted?

A

7 days post quarter end?

30
Q

Asset Management Reporting - What were the Terms of Engagement?

A
  • date
  • client
  • firm responsable
  • fees
  • additional expenses
  • scope of work / responsabilities
  • term
  • termination
  • KPI’s
  • reporting
  • CHP
  • dispute resolution
31
Q

Retail Disposal, Kensington - What is a client leasing strategy workshop?

A
  • direct outreach to shoe retailers
  • highlight property features that attract shoe retailers (good frontage, back of house storage
  • highlight tenant mix
  • highlight synergies to F&B operators
32
Q

Retail Disposal, Kensington - How did you tailor the leasing strategy to client?

A

client objectives were capital preservation, lease length of 10 years minimum, good covenant

33
Q

Retail Disposal, Kensington - How did you negotiate offers?

A

in-line with the business plan

34
Q

Level 1 - How do you uphold a high standard of care?

A

ensure services provided are good quality and diligent and transparent

35
Q

Level 1 - How do you establish KPI’s?

A

typically set during business planning or terms of engagement stage

36
Q

Level 1 - What is APAM’s CHP?

A

nominated person
director
in writing
7 days to acklowedge
28 days to reply

stage 2
RICS approved indepdent redress provider
CEDR - centre for effective dispute resolution (businesses)
RICS DPR - Dispute Resolution Panel (consumers)

37
Q

Level 1 - What is APAM’s complaints handling log?

A

log managed by compliance officer

38
Q

Level 1 - What is PII?

A

Professional Indemnity Insurance against negligence claims

39
Q

Level 1 - What is APAM’s PII?

A

£10m claim by claim

40
Q

Level 1 - What Anti-Money Laundering checks are needed on clients?

A

Money Laundering and Terrorist Financing (Amendment) Regulations 2022

Require checks on clients, including:
Identification
Proof of adress
COnfirmation of business details with Companies House
Copies must be kept for 5 years from end of relationship

41
Q

Level 1 - How do you define a brief?

A

Discussions with client and desktop research
Brief recorded in writing and used to inform Terms of Engagement
Could include headings such as scope of work, required outputs, deadlines, reporting format.

42
Q

Level 1 - How would you carry out a conflict of interest check?

A
  • Confirm client identity
  • Property ownership/tenure
  • Check any exisitng or prior relationship with any other related parties
43
Q

Level 1 - What would you do if you had identified a conflict of interest?

A

Pay regard to RICS Confict of Interest 2017

Decide wheter to manage conflict of decline.

44
Q

Level 1 - How do you keep data secure?

A
  • Client Relationship Management Systems
  • Secure Database
  • Password protected docs
  • VPN
45
Q

Level 1 - What happens if a client expresses disatisfaction

A
  • Refer to provided CHP that meets RICS minimimum requirements, referred to in the firms Terms of Engagement
46
Q

Level 1 - How do you justify fees

A
  • Proportionate to work undertaken
  • Hourly rate or fixed percentage
  • Performance based
47
Q

Level 1 - Where are fees recorded?

A

Terms of Engagement
- include VAT
- Abortive Fees
- Disbursments

48
Q

Level 1 - What professional standard relates to Complaints Handling

A

Complaints Handling 2016

49
Q

Level 1 - Where are KPI’s agreed?

A
  • In Client brief
  • May include, deadlines, reporting in timeframes, etc
50
Q

Level 1 - What would you do if you do not have the capacity to take on an instruction?

A
  • Option to say no
  • Refer RICS Find a Surveyor
51
Q

Level 1 - When do you need Professional Indemnity Insurance?

A

Mandatory for all members and firms.
Before taking new work, check that advice will be covered by their PII
If in doubt, instruction not accepted

52
Q
A

APC ASSESSMENT (21 decks)

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