Client care/Teamworking/Business Planning Flashcards
Give an example of when you have provided a good standard of client care
Name some ways to provide good client care?
Communicating clearly
Seeking feedback
Developing long term relationships
Ensuring regular contact & updates
How can you seek client feedback?
Project reviews Satisfaction surveys Meeting informally Discussion groups Quality assurance
Why is it important to identify and know your client?
Tailor service to different levels of knowledge Limit cross sell between departments New business generation Money laundering purposes Understanding their business objectives
When dealing with a typical negotiating instruction who is your general duty of care towards?
My client - to do the best deal for them as a negotiator (unless acting as expert witness with a duty to the court)
How can you avoid complaints?
Seek feedback and ensure effective communication Have clear and well worded TOE Avoid misunderstanding Act on client feedback Do what you say you will
What must a firm do in relation to CHP?
Agree CHP with professional indemnity insurance
Operate a written CHP
Train and make CHP available to staff
Have an RICS ADR mechanism
Agree CHP with Professional Indemnity Insurance
Provide CHP if a complaint is received
What are two types of ADR mechanism approved by RICS?
Consumer Redress
Business to business redress
Which of these are examples of consumer redress ADR mechanisms?
Arbitration Procedure for Surveying Disputes
RICS DRS
CEDR Solve
What is a liability cap?
Contractual agreement limiting damages to manage risk in survey and valuation work
What must a liability cap be?
Reasonable and comply with Consumer Rights Act 2015
What is the RICS role in CHP?
They can consider a complaint about service or professionalism
What standard of service do RICS apply when considering a complaint about a member or firm?
Reasonable professional
Can you appeal against an RICS decision to close a case or agree a consent order?
No, but you can ask for a review by Head of Regulation (their decision is final)
Why is it important to have a business plan?
Seek funding Focus on priorities Respond to change Budgeting Staff targets
What might you include in a business plan?
Executive summary Description of business opportunity Team Operations Forecast cash flows Objectives Marketing/advertising Exit strategy
Name some UK company structures?
Sole trader
Partnerships
Limited company
LLP
Is a sole trader personally responsible for their companies debts?
Yes
In which of these are your personal and business finances kept seperate?
Limited company
LLP
What are the two types of groups/teams?
Permanent (work groups, boards)
Temporary (task forces)
What are the theoretical stages of team development?
Norming Performing Mourning Forming Storming
Name some ways to promote effective team working?
Clear objectives Adequate resources Mutual respect Sharing knowledge Speaking openly Range of skills
Can you name some of Belbin’s theoretical team roles?
Plant - creative imaginative, unorthodox Resource investigator - extrovert, enthusiastic Co-ordinator - mature confident Shaper - dynamic has drive Monitor evaluator - sober Teamworker - preceptive, mild Implementer - disciplined, reliable Completer - painstaking, conscientious Specialist - single-minded, self
Why can teams be beneficial to property professionals?
Share knowledge Improve performance Peer checking work Social aspect Individual empowerment
