Assessment: Customer Service in the Strata Sector - BSBREL401A

This document is an assessment workbook for the "Customer Service in the Strata Sector" module, covering the units BSBREL401A (Establish Networks) and CPPDSM4048B (Implement Customer Service Strategies in the Property Industry). The assessment explores key aspects of customer service within the real estate context, focusing on developing and maintaining business networks, establishing and maintaining business relationships, and utilizing negotiation skills to achieve positive outcomes. The student's responses demonstrate an understanding of networking strategies, including identifying and pursuing network opportunities, communicating information about new networks, and participating in professional associations. The assessment also examines the importance of building trust and confidence with clients, maintaining high standards of business practices, and utilizing negotiation skills to encourage positive outcomes. The document emphasizes the importance of effective communication, understanding client needs, and building strong relationships to ensure customer satisfaction and business success.

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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Assessments
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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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ELEMENT PERFORMANCE CRITERIA
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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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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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.