Real Estate Training Solutions Assessment

This assignment details a real estate training solutions assessment, focusing on evaluating learning materials' usability and understandability, as well as assessing the clarity and variety of assessment tasks. Students provide feedback on the materials and tasks while the assessor determines if the outcome is satisfactory or unsatisfactory.

Customer Service in the Strata
Sector
Incl:
BSBREL401A Establish networks
&
CPPDSM4048B Implement customer service
strategies in the property industry
Assessment Workbook
Real Estate Training
Solutions

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Copyright
The information in this booklet is copyright to Real Estate Training Solutions and may not
be used or reproduced in whole or in part without the prior written consent of Real Estate
Training Solutions.
Disclaimer
While every effort has been made to ensure that the information contained in this
product is free from errors and omissions and is not misleading in any way, Real Estate
Training Solutions makes no representations or warranties and is not liable for any loss or
damage or injury of any kind (however caused) under any theory of law including
negligence resulting from or in any way connected with the use of this product. RETS
does not assume any legal liability, whether direct or indirect, for the accuracy,
comprehensiveness or usefulness of any information, or the reliance on this information.

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Assessments
Completing your assessments
You will find as follows the assessments you will need to complete for this
unit of competence. You will need to complete all of the assessments.
To complete the assessments you can do either of the following:
1) Type your answers directly into the document and print off and sign
each page, then post to RETS
or
2) Print off and hand write the answers, sign each page, then post to
RETS
YOU MUST COMPLETE AND HAND IN THIS ENTIRE DOCUMENT.
If we do not receive the entire completed work book it will be
sent back unmarked.
YOU MUST WRITE YOUR NAME, SIGN AND DATE EACH PAGE OF
YOUR ASSESSMENT
Sending in Assessments
All written assessments and evidence must be legible. When you are
completing your assessments and collecting your evidence keep in mind
the elements and performance criteria– you will find these at the front of
the Learners Guide. Your assessor will be assessing you against all of
these things. If you need more information on assessment speak to your
assessor.
Ensure that all necessary parts of the Assessment Cover Sheet are signed.
Remember: if you are posting your assessments and evidence
always keep a copy or scan of all of your work. RETS is not
responsible for any material that is lost in the post or does not
reach our office.

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Assessments and evidence posted to:
Real Estate Training Solutions
Assessments
PO Box 682
RICHMOND NSW 2753
Help!
If at any time you get stuck, or do not understand a concept please
contact your assessor. Alternatively contact the tutor hotline on 0439 000
900 or [e-mail]
About the Units
BSBREL401A Establish networks
ELEMENT PERFORMANCE CRITERIA
1. Develop and
maintain business
networks
1.1. Use appropriate network strategies to
establish and maintain relationships that
promote the development of business
opportunities
In order to become successful in an organization, some
networking strategies come in handy. Attending lots of
networking events results in meeting with different peoples
or contacts. Some of these peoples will eventually become
clients or great friends. An individual should make his/her
character in ways that make the mind tenacious about the
business after hearing the word ‘no’ very often. According
to Jena and Seth (2016), the operational heads of the
company should always behave nicely to everyone they
meet in order to avoid any bridges within the organization.
Moreover, one should give plenty amount of time, referrals
and advice as it comes back as a positive karma with plenty
business opportunities. The most significant factor is to
communicate properly with the people of the same database
in order to identify the issues easily Axelsson., & Easton,.

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2016). In addition to that, there should be a clear objective
or goal set by the organization that will help to make sure
what are the resources needed in order to develop and
maintain proper business networks within the organization.
1.2. Identify and pursue network opportunities to
maximise a range of contacts
Networking is one of the important factors that helps in
building a successful professional capital and helps in the
next step to establish a business. According to Val
Mohammadi and Beladas (2014), identifying the core
contacts, people who are well known personally, and those
who are willing to help are the ones who influences the
growth of the network. They need to follow their manager in
order to fulfill their goals in the organization. Another
important factor is to capitalize on the external connections
like alumni networks, mutual friends and other sectors of
separation that helps in creation of an own network.
However, stepping up from the zone of comfortless is one of
the most effective facet as various conference meetings seek
the motivation of the individuals those who are willing to
talk about networks publicly. As there is Emails and hand
written notes to end a connection effectively, the mouth talk
words are not at all effective.
Give information based on the new networks to inform
colleagues, individuals and clients of potential benefits
According to George and Kumar (2014), a network consists
of group of associations who can cooperate with each other
to reach the desired goal within the organization. They
conflicts with some ideas or connections in their purpose.
Depending on the complex situation, various issues concern
the colleagues or teammates. To avoid the situation, the
information needs to be gathered with the right resources

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ELEMENT PERFORMANCE CRITERIA
available. After that, there should be canalization of
customer needs and concerns in order to meet the customer
expectations. This is followed by the step in which the
identification process takes place. These processes help to
bring out the necessary or appropriate solution. This section
utilizes the concept of the list of available services in the
area in order to rectify the issue.
1.3.Communicate information regarding new
networks to inform individuals, colleagues
and clients of potential benefits
.
Networking is an important step by an organization to meet
the standard business objectives. The Strata sector is aiming
to improve their strategies regarding the improved
networking system of their customer and these things should
be aware by all the internal and external stakeholders of this
company. They can do their tasks by knowing the range of
network, which help them to secure the confidential
information regarding from public accessibility.
1.4.Participate in professional networks and
associations to obtain and maintain personal
knowledge and skills
Identification of relevant networks helps in enhancing and
maintaining the currency of skills and knowledge.
Participation in an association or on the professional
networks helps in identification of updates regularly.
Networks are an integral part of developing one’s skill and
knowledge in both workplace and industry training. Other
professional networks might include enterprises, community
groups, industry groups, schools, universities, government
agencies, territory or state training authorities and so on.

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ELEMENT PERFORMANCE CRITERIA
2. Establish and
maintain business
relationships
2.1. Develop and maintain relationships to promote
benefits consistent with organisational/client
requirements
Developing and maintaining an effective relationship in the
workplace is an important skill of an employee. An effective
workplace relationship offers the ability for effective
negotiation, project delivery, and meeting deadlines. Mutual
respect is one of the significant factor which creates an
effective workplace relationship. Treating one another
equally within the organisational structure, sharing
knowledge and ideas with teammates or colleagues which
helps in gaining experience and encouraging the other,
recognizing the effort or achievements of others, and the
most significant one is to be honest (Chauhan and Manhas
2017). In addition to that, Understanding plays a vital role in
maintaining organisational relationships. Time is needed to
understand the teammates or colleagues, which can be
beneficial for working relationships. Understanding in an
organisation can be improved through arranging a meeting,
establishing the shared goals or objectives, using of listening
skills, finding out the work strength of each other in order to
categories the tasks which is most suited to the each
employee. Moreover, there are an also external working
relationship, which helps in developing the relationship
between employees within the organization. People who
work in different locations like friends, colleagues, clients
and suppliers are the key aspect of developing working
relationships. They need to go through the rules and
regulations of an organization in order to build trust or
setting new deals with the clients and suppliers. According

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ELEMENT PERFORMANCE CRITERIA
to Lloyd and Payne (2014) maintaining regular contact with
clients helps in maintaining a healthy relationship; When
communicating over the phone or email maintaining the
straightforward style of communication helps in the
understanding of the ideas within the organization. Having
an open conversation with the client along with listening
carefully to the point helps in better understanding of the
issue or the desired goal which the organization needs to get
filled.
2.2.Gain and maintain trust and confidence of
contacts through demonstration of high
standards of business practices
:It is essential for any kind or organization to maintain a
good relation with its all kinds of internal and external
stakeholder. The relationship creates a good type of
organizational behavior that does not only facilitate any
businessperson but also to its all customer. They could be
able to understand that they can continue a good relationship
with their service users. This things enables any customers
that they can be able to understand about the quality of the
product and service. The good amount of relationship with
the external stakeholders of any organization is help them to
earn a brand reputation from the competitive market. This
things not only help any organization to earn a good brand
reputation but also it helps any establishments to earn a
large number if productivity. This thing helps any kinds of
organization to earn a good amount of revenue from each
financial year. As because sometime word of mouth of the
public help an organization to spread the information
regarding their quality service indeed. Customer will
prefers to go in that company only which company who are
aiming to understand about the perspective of the customers

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ELEMENT PERFORMANCE CRITERIA
and design their product as per their requirements. The trust
of any brand to the customers or the customers’ loyalty
depends on the quality service of the product. Quality of any
product or service depends on various factors such as the
process of manufacturing and the procedures to distribute
those products to the consumers in their convenient ways.
Customer loyalty sustains over the perspective of their
quality of any brand. The first thing that needs to
understand is the level of benefit after consuming such
products. They are selecting their choice for determining a
brand in perspective of the quality for that product. A
company can get confidence and trust from their customers
when they get the qualitative product. This do not require
any kinds of propaganda to manipulate any brand because if
any brand ever get reputation then they do not required to
established themselves with different kinds of promotional
strategies. High standard business practice Asia a business
organization to gain and maintain a good relation with their
all kinds of stakeholders, especially to the external
stakeholders
2.3.Use a high level of negotiation skills to
encourage positive outcomes
It is a mandatory task for an organization to encourage the
positive outcome through the negotiation power with the
external assets of an organization. The positive outcome of
an organization is depends on others factors, such as the
level of productivity ;level of manufacturing cost and other
kinds of expenditure related with the cost for the business
running. The most important task for gaining the positive
outcomes is to make effective negotiation with the investors
and to make negotiation with the client in most addictive
and cost efficient manner. These negotiation skills help their

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ELEMENT PERFORMANCE CRITERIA
marketing managers to understand about the scope to
enlarge the business expansion. A marketing manager needs
to understand that, negotiation power is helpful to make
different kinds of dealing for their organization. For instance
doing proper kinds negotiation with other companies pays
back both the organization and the dealmaker companies in
various perspectives. Therefore, it can be suggested that the
proper ways of negotiation skills is bring different kinds of
positive outcome for any organization.
2.4.Identify difficult situations and negotiate
solutions using collaborative problem-solving
techniques
An organization is dealing with different kinds of situation;
Different organization mainly seeking with different
organizational functions. Therefore, proper way of
segregation among all departments is very much necessary
in order to run the interdepartmental functions. It is
important to that in order to solve any kinds of techniques to
identify different kinds of situations via collaborative
actions.
2.5.Seek specialist advice in the development of
contacts where appropriate
Developed of contact is necessary in order to get the
competitive advantages from the market. In order to
strengthen the networking system the management
need to take the specialist advice over that. The
customers are the valuable asset for the organization
and meeting their needs is one of the important factors
that organization must focus upon. First, to address the
need effectively it is important to understand what the
need of the customer is. The relevant and timely

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ELEMENT PERFORMANCE CRITERIA
question must be soaked to the customer to understand
the needs appropriately. The customers must be
treated like the boss and must be tired with respect.
The customer expectation must be set at the initial
stage only to get the path to proceed with the work.
The first and foremost customer always demand to get
the product or service that is fair and of good quality
and at affordable cost. The strategy must be
implemented to collect the feedback from the
customer in terms of previous experience about the
good and service of the organization. In addition to it,
the relevant feedback may take to bring improvement.
The needs and demand of the customer but be
listening properly and with relevant attention to reduce
the cause of risk and confusion. Furthermore, in some
case the compound might not meet the needs of the
customer at the recent time or at relevant cost.
3. Promote the
relationship
3.1.Develop strategies to represent and promote
the interests and requirements of the
relationship
Relationship with external stakeholders is requiring in
order carrying the business function smoothly. A
business organization cannot survive by its own
they need to works in collaborative manner with the
customers. They need to be engage in order to
maintain collaboration with them.
3.2.Use appropriate presentation skills to
communicate the goals and objectives of the
relationship
Goals and objectives of the relationship is to
communicate with the external stakeholders, they
are aiming to service users by any kinds of
manufacturing unite; where they organization is
aiming to serve their all kinds of service and
production to them. They are the consumers of
their outcome product. Therefore, it is important for
them to understand the relationship with them.
3.3.Effectively communicate issues, policies and
practices of the relationship to a range of

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ELEMENT PERFORMANCE CRITERIA
audiences, in writing and verbally
Writing issues: Languages barriers with the various
demographic consumers
Cultural barriers of the consumers, it creates the
barriers to understand the legal and other lawful
factors of that particular space.
Verbal issues:
Verbal languages of the staffs of that specific
company to their all kinds of stakeholders
policies and practices of the relationship:
Good liaison with the existing and former customers
Need to address the customers’ complaints.
3.4.Obtain feedback to identify and develop ways
to improve promotional activities within
available opportunities
All the customers’ feedback needs to be collected by
the organizational management from the various
kinds of feedback loop of their organizational
system.

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CPPDSM4048B Implement customer service strategies in the
property industry
ELEMENT PERFORMANCE CRITERIA
1 Advise on customer
needs.
1.1 Customer needs are accurately assessed and
clarified using appropriate communication
techniques.
Customer needs: Customers needs can be accurately
assessed and clarifies via using types of communication
techniques. Here appropriate communication techniques
mean the proper tools of communication with digital
platforms using for communicating, to scrutinize the
feedback of the audience from the feedback loop
(Georgeand Kumar, 2014)
1.2 Problems matching service delivery to
customer needs are diagnosed and options for
improved service are developed within
organisational requirements.
Organizational requirements are need to be improved by
assessing the problems matching with the service delivery
to customers’ needs, which can be diagnosed, and options
for improvement of the organization (Chauhan, 2017).
1.3 Relevant and constructive advice is
provided that promotes the improvement of
customer service delivery.
In order to serve the service the better quality a
organization must have to understand that they should
bring some innovation in their functional process.
Simultaneously the process of communication needs to be
enlarged in more frequent manner. A company needs to
see the desire of the consumer theory surety and in order
to convey the messages they should select the proper
ways of communication tools for communication; as per
the media using behavior of the audience.

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ELEMENT PERFORMANCE CRITERIA
1.4 Business equipment and technology are
used to structure and present information on
customer service needs according to
applicable OHS and organisational
requirements
Business equipment and the technological innovation is
required to enlarged in an organization because to glorify
the effectiveness about the conveyed messages. As
because today's the world has become globalized every
where the process of communication has been changed
its way, which has already put its effect over the
communication process of the customers, therefore it is
important for an organization to manipulate their media
using behavior as per the behavior of the consumers.
2 Support
implementation of
customer service
strategies.
2.1 Customer service strategies and
opportunities are promoted to relevant people
according to organisational and legislative
requirements.
Customer service strategies and opportunities are
promoted to relevant people according to organizational
and legislative requirements:
Customer service strategies are very much important in
order to prime factors to the relevant people as per the
organizational and legislative requirements. As per the
legislative requirements of an organization, a customer's
legislative need to be re evaluated by an organization in
order to provides a good amount of support through
qualitative product and service.
2.2 Available resources are identified and
allocated to fulfil customer service objectives
according to organisational requirements

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ELEMENT PERFORMANCE CRITERIA
 Human resource
 Technical resource
 Financial resource of the organization
2.3 Procedures to resolve customer difficulties and
complaints are actioned according to
organisational procedures
Including the operational system incorporated
the digital platforms in the system
Assess the audience feedback provided in the website
of that organization.
2.4 Coaching and mentoring assistance is
provided to colleagues to overcome difficulties
in meeting customer service standards
Coaching and mentoring assistance:
Providing Coaching and mentoring to the staff of the
organization is mandatory task for an organization in
order serves the best efforts to all the service users
(Siddiqui, 2017). They need to provide training to the
colleagues to provide more hospitality service to the
customers. Sometime the training should incorporate with
the training to abide all kinds of organizational problems
of the organization.
3 Evaluate and report
on customer service.
3.1 Client satisfaction with service delivery is
reviewed using verifiable data according to
organisational requirements.
Client satisfaction with service delivery is reviewed
using verifiable data according to organizational
requirements: As per the organizational requirements
customers’ feedback need to be asses through different
kinds of tools to know the consumer's demand.
Changes necessary to maintain service standards
are identified and actions implemented according to
organizational procedures:
Changes in operating system: Technological innovation

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ELEMENT PERFORMANCE CRITERIA
is required to bring in the system of the organization; to
increase the level of productivity.
Changes in the system of communication: to easily
reach up to the consumers in most convenient manner
(Rajeswari et al. 2017)
3.2 Changes necessary to maintain service
standards are identified and actions
implemented according to organisational
procedures.
Incorporate advanced technology to the organizational
system
Use various kinds of social media platforms in order to
communicate with the customer with using the
mainstreams media.
3.3 Conclusions and recommendations are
prepared from verifiable data and constructive
advice is provided on future directions of
customer service strategies.
In the above assignment, it states that due to the lack of
good customer service the sector lose their precious
customers and at the end, they could not meet their profit
margins. Which also leaves a bad impression to the
customers? Even it has been seen that providing a good
customer service brings up the more customers to the
sectors and enhance the profit margin. This can only be
possible if the sector hires the right employee who aims
the customer satisfaction first then the company (Kairuet
al. 2013). This practice will lead a good impression to the
sector and improve the services that are provided to the
customers. Hence, a better service will give the better
profits to the sector.
Systems, records and reporting procedures are
maintained to compare changes in customer

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ELEMENT PERFORMANCE CRITERIA
satisfaction:
The system of the organizational functions has been
required to understand by the consumers of any
brand(Alharthet al. 2017). The previous year customers
feedback need to be assessed by the authority of an
organization to understand the positive growth in the
customer’s satisfaction factor.
3.4 Systems, records and reporting
procedures are maintained to compare
changes in customer satisfaction.
Financial statement need to be recorded in the
computers and in the manual system as the safety
measure of documentation. The level of customer’s
satisfaction can be judged by the conducting the
surveys procedures.

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Assessment Cover Sheet
Students Name: Employer:
Unit/s: BSBREL401A Establish networks
CPPDSM4048B Implement customer service strategies in the property industry
Date:
TO BE COMPLETED BY ALL STUDENTS:
Participant’s Declaration:
I declare that the material enclosed in this Assessment is my own work.
I have reviewed the assessment for this unit of competence and believe that I have satisfactorily met the
requirements for competence.
Supervisor’s Declaration:
To the best of my knowledge I verify that the material provided in the attached Assessment
Task is the original work of the trainee.
Student’s Signature: Date: Supervisor’s Signature: Date:
TO BE COMPLETED BY ALL TRAINEES:
Trainee Declaration
In accordance with my training plan I acknowledge that I have been released from my duties to work on
my training/learning/assessment activities for this unit of competency for a minimum of 3 hours per
week averaged over a four week cycle
Supervisor’s Declaration:
In accordance with my employees training plan I acknowledge that I have released this
employee from their duties to work on their training/learning/assessment activities for this unit
of competency for a minimum of 3 hours per week averaged over a four week cycle
Student’s Signature:  Date: Supervisor’s Signature:  Date:
Supervisors of Trainees must complete this section
Please refer to and use the students training plan in conjunction with this document.
The trainees designated supervisor is to print their name, sign and date at the  below if they consider the trainee is competent in this unit.
RETS cannot confirm competency of a trainee until the supervisor agrees that competency in the workplace in this unit has been demonstrated. If this is not filled in the assessment will be automatically
returned until this has been completed.
Units of Competency Formal Training Details Assessment Details
Unit code Unit name Unit
type
RPL
RCC
CT
Unit
Training
Start
date
Unit
Training
End Date
Training
Modes
SBAT
HSC
Prog
Responsibility
for Training
Assessment
Method
Employer Confirmation of Competence Date Deemed
Competent
Printed Name: Signature:
BSBREL401A Establish networks C N/A See full
TP
See full
TP
See full
TP
N/A RTO - RETS See full TP  
CPPDSM4048B
Implement customer service
strategies in the property
industry
C
N/A See full
TP
See full
TP
See full
TP
N/A RTO - RETS See full TP  
If you are unable to confirm that the trainee is competent in the workplace at this time please indicate below:
 I am unable to determine trainee competence at this time Signed___________________________ Date________________

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Short answer questions
1. List at least 3 ethical standards and legislative requirements associated
with
(i) providing advice to customers
(ii) evaluating customer service
Note in your response you will need to refer to specific industry legislation
as well as agent Rules of Conduct.
1. According to the Real Estate and Business Act 1978, one must follow the effective legislation and
ethics to communicate with the customers. Going beyond the ethics and legislation might be called
unlawfully and create high risk. The following ethics are:
The agent must maintain honesty, professionalism, and fairness: in the transaction, the agent,
must be honesty, fairs and maintain profession with the customers. It is important for an agent to
ensure that they must not deceive the customer or mislead them into transaction or negotiation
(Radnor and Johnston, 2013).
Skill, care and diligent: an agent must possess the quality of diligence, skill and care toward the
client or customers.
High pressure, harassment, unconscionable conduct: an agent might ensure not to get involved in
such practice to avoid the risk. An agent must maintain transparency, should provide the ethical and
honest information to the client or customer.
Customer service: according to the legislation to provide the service to the customer the following
three ethics must be maintained:
 Healthy and safety regulation
 Risk and harassment management
 Contract law
Name:
Date:
Signature:

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2. Describe 4 different communication techniques that you would use in
order to clarify customer needs.
Asking a question: first and foremost it is important for the agent to ask the effective question. . It
will provide the relevant support to understand the need of the customers to understand the needs
of the customers. Even though one has the effective information still question must be asked before
taking any step. The question can be asked by using the two methods such as closed-ended question
and open-ended question.
Listening: communicated is useless if one does not listen to the response and comprehend
regarding the question or message.
Feedback: it is one of the important parts of the communicated. Through feedback, one can
understand the needs of the customers more effectively and significant
Choosing the right word and simple language: one must use the word that is professional in terms
and must avoid the words that are charged emotionally

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3. When options for improved customer service are being developed, list 4
organisational requirements that would need to be considered when
implementing these changes.
Improving the customer service is very important for the effective durability of the organization in
long run. An organization must follow the strategy stated below:
 One must remove the anonymity of the team of present
 Must be available to reach the customers from any place any time
 The knowledge and skill that one possesses must be assessable
 Improving the social self-service is significant

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4. Provide an example of how the following, when provided to colleagues,
can overcome difficulties in meeting customer service standards.
. In this session, the employees are provided with the training to nourishing the skill and knowledge.
They get the effective knowledge to deal with the complex or difficult situation appropriately.
Training helps the person to meet the aims and objective of the organization.
Provided the mentor play the relevant role as one gets the effective guidance when there is the
effective need. The mentor or leader understand the situation and in terms to that with the relevant
solution. The mentor is one of the powerful tools for the personal and career development. The
mentor shares their life experience and knowledge with the team for their effective performance.
The mentor motives the team member to complete the task appropriately and sincerely. The
motivation sometimes helps the person to develop that skill which was hidden or the person was
unaware of.

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5. Explain 4 ways that you might use business equipment and technology
when structuring and presenting information on customer service needs
to agency staff and management.
. Work ethic: customer appreciates those who entertain the problem and provide the relevant and
timely solution to it. Hence, to engage the customer service needs the staff must be trained in such
a way that they can easily solve the problem of the customer in an appropriate way. One must also
be provided with the tips to handle one customer in an estimated time to avoid time and money
wastage (Reason and Flu, 2015).
Created communication: the customer will feel more valued if there are treated by the organization
as an important element. One must fully need the needs of the customers. The staff must be
provided with the skill and knowledge to build the good relationship terms with the customers.
Instalment of technology: in an organization, the technology advancement must be introduced. It
will innovation in the organization and improve the organization functionality. It reduces the
workforce and minimizes the risk and provides the employees with the flexibility. In addition to it,
the task that took involving of the effective number of employees will be boiled blow to 1-2
(Dabholkar, 2015).
Attentiveness: the staff must be polished to be attentive to the needs of the customers. Instance
positive reaction must be present to meet the requirement and issue of the customers.

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6. List 3 ways that you might seek specialist advice when developing
contacts and networking strategies in your agency
When developing the contract and network strategy one must address the following key aspect to
bring stability to the performance:
Be nice to everyone you meet: according to Huq et al. (2015) said it is important to be nice to all as
we never know when we can again meet them in any personal and professional way down. The
world is getting small and build bridge might cause creation issue.
Establish relationship database: the only thing we need is to ask as we are only 4-5ways away from
getting anything that we want to be said by (Lam and Mayer, 2014).
Be giving: according to Goetsch and Davis, (2014), one must always give time, referral and advice to
people. It is will come back to the person in a positive way and help the business to grow.

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7. Describe how you would gain and maintain trust with new networking
relationships you develop.
One should always be honest with the person in both the positive and negative aspect of the
business. Everyone must be involved in making the decision and satisfy the want of the customers.
One must maintain transport while communicating; no fake work or information must be flourished.
One must agree and understand the viewpoint of other and in case of customer the needs to be
satisfied according to the want and need (Holmes & O'loughlin, 2014).

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Project A
Your agency has been having some customer service issues of late, and
you decide that you need to focus concerted efforts to upgrade the quality
of your existing customer service. For a long while, the agency has been
operating on the basis that they think they know what their customers
want. However, what has worked adequately in the past seems to be now
missing the mark, as the number of customers complaining seems to be
on the increase and the agency is losing business, though it is not really
able to tell why at this point.
You should complete this project on your workplace, or if you do not
presently have a job in the strata sector, you can complete the project on
a hypothetical strata agency.
1. The business you are writing your project on
Customer Service in the Strata Sector for their real estate training solution.
Address: 511 Bells Line of Rd, Kurmond NSW 2757, Australia
Phone: [phone]
2. How you assess customer needs
a. Explain how you intend to accurately assess your agency’s
customers’ needs, priorities and expectations.
Through web based information, asses the feedback form if the customers
through surveys of the entire process. .
b. Explain how you intend to diagnose problems matching service
delivery to customer needs
Asses their feedback from various kinds of verbal and non-verbal words by
them; simultaneously thorough assessing the customer needs by using
the feedback by arrange the procedure for customer surveys.
2. Presenting constructive advice about customer service
problems
 Address all the Your Customers desirer ...
 Make separate contact of potential customers

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 Respond to Positive and Negative Comments of the customer ...
 Get involved with the need of customers though various kinds of
digital platforms.
 Use various digital platforms
3. Implementation of your customer service strategies
1. Investigation process: Use data tools to identify the most frequently occurring
customer questions and problems across the customer life cycle
2. Move existing applications to the cloud more easily
3. Gain the benefits of the cloud, without leaving the benefits of the corporate
data centre behind
4. Once you have implemented the new customer service
strategies recommended in (2) above, how will you review
customer satisfaction in order to evaluate the success, or
otherwise, of your changes? Ensure you cover how you would
locate verifiable data to assist with your decision and how you
would report on this data.
The customer satisfaction survey is the standard approach for collecting
data on customer happiness. It consists of asking your customers how
satisfied they are, with or without follow up questions. Three useful
variations:
 In-App Surveys
 Post-Service Surveys
 Long Email Surveys
5. Outline a basic or ‘general’ complaint handling process for this
agency. Ensure you include enough information for an employee
to know how to respond to a complaint.
1. Restate the problem. ...
2. Ask for clarification. ...
3. Personalize your response. ...
4. Say how you will respond to the problem. ...

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5. Put good news first. ...
6. Use a polite, positive tone. ...
7. Avoid scolding the customer (Pitt, Chotipanich, Issarasak,
Mulholland, & Panupattanapong, 2016)
6. Outline how you would regularly report on customer complaints
and feedback within this agency, to ensure that you are
evaluating your agency’s customer service strategy on an
ongoing basis?
 By communication with them verbally and by giving the feedback
form to know their experience.
 By sending emails regarding customers complaints to higher
authority
 By arranging the meeting with higher authorities Davidow, (2014)
Attach as part of your assessment

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Project B
As part of your agency’s review of its customer service systems, you have
decided to focus on an initiative to develop your business networks. You
set about planning how you can develop new contacts and new business
relationships, with the potential of growing your agency portfolio of
managed strata properties.
1. List at least 3 professional associations you could join
and explain how your membership and participating in
this association could assist you to obtain and/ or
maintain your personal knowledge and skills.
 Blue soft technology
 Red heart hub for personal skill development
 Foundation for self recovery
They provide training on regular basis to enhance my
soft skills.
2. Identify 6 networking opportunities/strategies you
could pursue to assist you to maximise a range of new
contacts.
 Social media account
 Attained gathering or conference and meeting new
people over their
 Telephonic conversation
 Academic seminar
 Business workshop
 During Professional course
3. (i) Identify 2 situations in which you might need to use
your negotiation skills when networking- (i.e. when
establishing and maintaining business relationships).
 During the dealing of any product or service with the
investors
 To pursued the customers for selling
3 (ii) Describe the negotiation skills you would need to use for the
situations identified in 3(i) in order to negotiate solutions.

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During the time of negotiation with the investors, it is important to make
negotiation with them regarding barraging and the price of err of the
service and product. Moreover, in the time of sells the product to its
important to manipulate the customer for selecting the offers product foe
purchasing.
4. You have been asked to develop a strategy to represent and promote
the interests and requirements of one particular networking relationship
you may be involved in. Describe how you intend to promote the
relationship, including the activities you will organise and the material you
will need to prepare. You must include in your response:
 the goals and objectives of the relationship and how you would
promote these: to maintain good relationship with all kinds of
internal and external stakeholders
 provide details of how you would effectively communicate any
issues, policies and practices of the relationship (your answer needs
to cover communicating both in writing and verbally): i will conduct
a meeting and mail them to higher authorities regarding that
 The range of audiences you would need to communicate to: young
people to mid aged people from middle economic class.
 describe how you obtain feedback in order to identify how to
improve on these promotional activities: filling feedback form by
customers and conducting surveys about the quality of the product
and services.
Attach your answers as part of your assessment

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Assessor Use only:
Assessment Activity:
Student Name:
Date:
Feedback:
Outcome: Satisfactory/ Unsatisfactory
Assessor’s Name:
Assessor’s Signature:
Date:

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References:
Axelsson, B., & Easton, G. (Eds.). (2016). Industrial networks: a new view of reality.
Routledge.
Dabholkar, P. A. (2015). How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference (pp. 483-487). Springer, Cham.
Davidow, M. (2014). The a-craft model of organizational responses to customer complaints
and their impact on post-complaint customer behavior. Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior, 27, 70.
Easthope, H., & Randolph, B. (2016). Principal–agent problems in multi-unit developments:
The impact of developer actions on the on-going management of strata titled
properties. Environment and Planning A, 48(9), 1829-1847.
Easthope, H., Hudson, S., & Randolph, B. (2013). Urban renewal and strata scheme
termination: balancing communal management and individual property
rights. Environment and Planning A, 45(6), 1421-1435.
Holmes, K. M., & O'loughlin, N. (2014). The experiences of people with learning disabilities
on social networking sites. British Journal of Learning Disabilities, 42(1), 1-5
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M.
S. (2014). Study the effects of customer service and product quality on customer
satisfaction and loyalty.
Lun, Y. V., Shang, K. C., Lai, K. H., & Cheng, T. C. E. (2016). Examining the influence of
organizational capability in innovative business operations and the mediation of
profitability on customer satisfaction: An application in intermodal transport operators
in Taiwan. International Journal of Production Economics, 171, 179-188.
Pasquier, M., & Villeneuve, J. P. (2017). Marketing management and communications in the
public sector. Routledge.

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Pitt, M., Chotipanich, S., Issarasak, S., Mulholland, K., & Panupattanapong, P. (2016). An
examination of facility management, customer satisfaction and service relationship in
the Bangkok healthcare system. Indoor and Built Environment, 25(3), 442-458.
Rets.com.au. (2017). Online Real Estate Training Courses - RETS. [online] Available at:
http://www.rets.com.au/ [Accessed 19 Dec. 2017].

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Assessor Use only:
Assessment Tool:
Project A
Student Name:
Date:
Feedback:
Outcome: Satisfactory/ Unsatisfactory
Assessor’s Name:
Assessor’s Signature:
Date:

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Assessor Use only:
Assessment Tool:
Project B
Student Name:
Date:
Feedback:
Outcome: Satisfactory/ Unsatisfactory
Assessor’s Name:
Assessor’s Signature:
Date:

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Student Feedback
Name:
Date:
Employer:
About the Learning Material
1) This Learners Guide format is:
Easy to Use     Difficult to Use
2) This Learners Guide content is:
Easy to Understand
and appropriate for
the course
    Difficult to Understand
3) The learning materials provided overall were:
Well suited to cover
course material     Not suitable
About the Assessment Material
4) The Assessment Task set-out is::
Easy to Follow     Difficult to
Follow
5) The Assessment Tasks are worded so that they are
Easy to
Understand     Difficult to
Understand
6) The Assessment Task has
A variety of things
to do     Limited variety
7) The Assessment tasks overall were:
Very well suited
to the material     Not suitable
Comments/ Problems that need fixing - please refer to the page - eg typos, unclear
material....

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Assessment to be sent to:
Real Estate Training Solutions
Assessments
PO Box 682
Richmond NSW 2753
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complete the checklist below
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 Signed all necessary parts of the assessment cover sheet
 Produced work which is legible
 Completed all assessments
 Made a copy of my assessment workbook before posting and for my
records