Establish and Build Client-Agency Relationship

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Establish and Build Client-Agency Relationship


Establish and Build Client-Agency Relationship

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Establish and build client-agency relationship

Assessment activities

The activities contained in this document are outlined below.

Part A: Short answer questions

• This section consists of twelve (12) short-answer questions.

• Questions 5, 6, 8, 10 & 11 consist of multiple parts.

Part B: Case study

• This case study consists of seven (7) questions.

• Each question is based on the provided case study.

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Part A: Short answer questions

Question 1

Provide an example of a type of external client that you deal with in your current role.

The tenants

Question 2

Provide an example of a type of internal client that you deal with in your current role.

The managers within the agency

Question 3

Provide an example of two potential barriers to effective client communication that you might come across in your role and how you would address these barriers.

  1. Cultural barriers. I would address it by familiarizing myself with the culture of the client as well as using repetitions in communication and feedback.

  2. Emotional barriers. I would show empathy and understanding of the client’s point of view.

Question 4

Explain how you would handle inquiries from clients to enable high quality service delivery.

I would ensure that I act upon the inquiries on time. Moreover, I would ensure effective communication between the clients and I through utilization of feedback. Ensuring that the clients understand their role as well as that of the agency creates a good rapport and mutual trust (Kaplan Professional 1-66) . Consequently, the above methods will help me to ensure quality service delivery to the customers.

Question 5

(a) Define ‘rapport’ as it relates to client relationships.

In relation to the client relationship, rapport means establishing a positive impression between the client and the agent on the first encounter. As the basis of a successful relationship, rapport bridges the professional, ethical or age distance between the two parties. Hence rapport lays a good foundation for a successful agent-client relationship.

(b) Describe how you would use effective interactive communication strategies to establish rapport and promote two-way communication with your clients. Ensure you cover on — verbal communication aspects in your response.

Rapport is built by effective communication strategies, particularly a two-way communication. Both the verbal and nonverbal aspects of communication are essential in building rapport. The choice of words we use to communicate our ideas and intentions can be as effective as our body language (Kaplan Professional 1-66). When communicating with a client in person, for example, an arm and a half length distance, leaning forward, using facial expressions and, using gestures all culminate in establishing rapport.

Question 6

(a) Explain how you intend to maintain professional ethics in your relationships with your clients.

I would shy away from promising services that the agency is not in a position to deliver to the clients while abiding by the contract’s terms and conditions at all times. At the same time, I would ensure that all the agency staff is familiar with the contract as well as the State’s legislation pertaining particular business.

(b) Provide one example of an agent acting unethically.

An agency increasing the prices that the clients, for instance, the tenants pay compared to the price the agreement with the landlord stipulates.

Question 7

Explain two strategies you would use to enhance client commitment, trust, and credibility of your agency.

Earning the client’s trust by being honest with them at all times makes it easy for the clients to trust the agency. Opening up about what can be done and what cannot be accomplished by the agency creates trust. Secondly, establishing both a personal and professional relationship with the clients enhances the loyalty bond (Kaplan Professional 1-66). Such form of relationship is very effective in maintaining one’s clients and expanding the business.

Question 8

(a) Provide two examples of how you might tailor your communication style to minimize any potential barriers when communicating with clients from other cultural groups.

1. Allow the clients to ask questions and also ask them questions for clarification and to ensure that the message is not distorted.

2. Modulate the pace of communication by speaking in a relaxed manner. On the same note, listening attentively to the clients improves understanding.

(b) Provide two (2) examples of noun- verbal communication that might be counterproductive to effectively communicating and building relationships with your clients.

1. Body postures such as leaning backward and crisscrossing one’s hands.

2.Negative facial expressions such as shaking the head in refusal or raising one’s eyebrows when disagreeing with the client’s expectations.

Question 9

Describe three (3) different legislative requirements related to maintaining and building client-agency relationships.

  1. Privacy Act 1988 ensures that the privacy of the clients is respected and that their confidentiality is not breachedion 6
    (Kaplan Professional 1-66).

  2. Rules of conduct for agents ensure that they abide by the rules stipulated by the state (Kaplan Professional 1-66).

  3. Fiduciary obligations of agency relationships. The fiduciary law binds the agency to perform their duty loyally to their clients. It ensures that the clients are protected, and the agents do not breach the contract
    (Kaplan Professional 1-66).

Question 10

(a) Describe how creating and using client profiles can assist you in implementing client loyalty strategies in your agency.

Client profiling improves the quality of services rendered to clients, on the same note, regular reviewing of the profiles ensures correct reflection of the market demographics (Kaplan Professional 1-66).

(b) Describe three (3) client loyalty strategies that you might successfully implement in your agency.

1. Adhering to ethical standards ensures client satisfaction at all times.

2. Success measures enable the agency to gauge the quality of its services via client satisfaction.

3. Meeting the frames and deadlines strengthens the relationship between the clients and the agents.

Question 11

(a) What is meant by ‘client care and client service standards’?

Client care and client service standard simply the standards set up by the agency to effective satisfy their clients (Kaplan Professional 1-66).

(b) Provide two (2) examples of these client care and client service standards in the property industry.

1.Conflict resolution

2.Effective communication

(c) Describe two (2) ways to ensure that client service standards are actually upheld in an agency.

1. Educating all the agency staff on the service standards and following through with the punishment of breaching any of the standards.

2. Getting feedback from the clients from time to time to ensure their satisfaction.

Question 12

Explain the steps that should be involved when handling a customer complaint.

To effectively solve the client’s complaints, the agents should listen without defending themselves. Consequently, the agency should evaluate the validity of the complaints as well as the number of clients with similar complaints (Kaplan Professional 1-66). If warranted, the agency should educate the client on the perceived unfairness. Finally, the agency should thank the customer for voicing their complaints and follow through the solutions that they offer to them (Kaplan Professional 1-66).

Part B: Case Study

You have accepted a new role in a real estate agency. This is a hypothetical real estate agency, so you are able to make up applicable details. For example, you can decide where the agency is, what its scope of services is, whether the position is in sales or property management, however, please ensure you describe these details at the beginning of this project. If you presently work in the real estate sector, you may draw on your current experience to respond to these questions.

Question 1

Describe your job role in real estate and the agency you work for e.g. what is the scope of services of your agency (sales, property management, strata, etc.)? What is your role within the agency? What geographic area will you be operating in?

The scope of services of my agency is property management. My role in the agency is a senior manager. The agency aims to work in Adelaide and expand its services to cover the entire South Australia state.

Question 2

Describe two (2) examples of how you intend to build on-going relationships with clients in your new role.

  1. I intend to build on-going relationships with my clients in my role as a senior manager by upholding honesty. Secondly, since the populace in Adelaide is culturally diverse, I am planning to familiarize myself with the cultures of other people as well as work on my communication skills.

Question 3

Describe your new agency’s approach to client service. Provide two (2) examples of how you personally might be involved with implementing/improving your agency’s client service strategies.

My agency aims to provide quality service to its clients. As a senior manager, I am going to be involved with the implementation of the goal by ensuring that all the staff are educated on client service standards. Moreover, I am going to be attentive in solving client conflicts.

Question 4

Explain what personal marketing strategies you feel that you would need to use to build client relationships in your new role.

Personal marketing strategies that I feel I need to build relationships in my new role include setting and maintaining high standards of operation among the staff and creating a personal relationship with our customers through the use of ethics and feedback collection.

Question 5

Explain three (3) different legislative requirements/ethical standards that you would need to take into account when implementing your client relationship management and personal networking strategies.

1. Privacy Act 1988. Our new business aims to improve the probability of its success by abiding observing and respecting client confidentiality.

2. Rules of conduct for agents. Our agency and its employees will strive to abide by the rules stipulated by the state.

3. Fiduciary obligations of agent relationships. By employing the fiduciary law, our agency will strive to perform its duty by serving our clients to the best of our ability.


Explain one (1) organizational requirement/agency practice requirement relating to maintaining and building client-agency relationships.

An agency can improve its success by employing feedback and surveying of its clients. In so doing, the agency can gauge its performance from their customers’ response.

Question 7

Describe one (1) client loyalty strategy that you could implement in your role in the agency.

Building a personal relationship as well as professional relationship with our clients will strengthen our relationship with our clients through loyalty. Our clients will not only feel cared for but also valued members of the relationship.

END of Assessment

Works Cited

Kaplan Professional. Establish and Build Client-Agency Relaltionship.1968. Web.

CPPDSM4005A_AS_V1.1 © April 2016 Kaplan Education Pty Limited