CPPREP4004: Establish Marketing and Communication Profiles in Real Estate - Management Assignment Help

Assignment Task:

Task:

COMMUNICATE EFFECTIVELY WITH CLIENTS

This unit specifies the skills and knowledge required to develop marketing and communication profiles in real estate.
It includes understanding methods for marketing and communicating, clarifying type, value and purpose of different communication activities and developing a personal profile for marketing and communication in real estate.
This unit applies to people currently working in or seeking to work in real estate. State or territory licensing requirements may apply to this unit.

In this unit you will learn how to:
• Communicate effectively with clients
• Implement client -agency relationship management strategies
• Implement agency client care and client service standards
• Implement personal marketing strategies
• Build ongoing relationships with clients

service delivery according to agency practice
When working within the real estate and property industry establishing effective client-agency relationships is one of the most important aspects of the work. When clients feel that they have a good relationship with the agency and all of the personnel within it this will foster effective working relationships and high levels of customer satisfaction. Service is extremely important in all industries that rely on repeat and long-term customers, and it is essential that effective relationships and trust are built between organisations, personnel and clients.

When a client makes an enquiry, to business, they are effectively providing the business with the opportunity to provide quality service. This may be the first point of contact with the organisation as well and so making a good impression is essential. It is very important to ensure that all enquiries are handled promptly to enable high-quality service delivery.

Prompt enquiry handling
To be prompt is to be quick and responsive; making clients wait for a response to their enquiry is a great way of losing clients or starting the relationship of badly. All agencies will have a set of policies and procedures related to the timing in which enquiries should be responded to, and it is important that the quality of service is upheld to these standards at all times.

The handling of enquiries includes all actions that need to be undertaken in order to respond to the enquiry, and this may include:
• Provision of information
• Answering questions
• Meeting requests for call backs
• Providing a solution
• Taking the next step in customer service for a particular client
Enquiries
Enquiries may be received through:
• Email
• Facsimile
• Inspections
• Office
• Open houses
• Referrals
• Telephone
• Website

Within a real estate agency, there is a range of areas that common enquiries refer to, and these may include:
• Agency services
• Property development
• Property investment
• Property management
• Property sales
It is important that all agency personnel are aware of the services and policies of the particular agency that they work for so that they may be able to provide answers to these enquiries as required.

Clients
There is a range of clients that are common within the real estate industry and may make enquiries, and it is important to familiarise yourself with the general and likely needs of these particular types of clients in order to improve your ability to provide prompt and suitable responses.

Clients may include:
• Body corporate managers
• Buyer's agents
• Buyers
• Owners
• People from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities
• Property developers
• Regular and new customers
• Sellers
• Tenant's agent
• Tenants

Effective interactive communication strategies are used to establish appropriate rapport and promote two-way communication with clients
When working in real estate effective communication is paramount to your success and the success of the agency and achieving client satisfaction to utilise a range of effective communication strategies to establish appropriate rapport with clients and to promote and engage in two-way communication with clients.
Effective interactive communication strategies

There is a range of effective communication strategies that can be used to develop rapport and two- way communication and it is important to consider and plan to implement these during client

interactions.
Communication process, strategies and techniques
Active listening
Active listening is a communication technique that ensures that you are fully engaged in the conversation.
The principles of active listening include:
• Listening carefully
• Nod head to encourage the person to continue speaking at appropriate intervals
• Make eye contact
• Smile
• Be present in the conversation
Being non-judgmental
Judgment is the act of taking a piece of information and looking at it in a negative light against another person. It is important to ensure that own attitudes do not cloud clear decision making and reactions. All people are different, and instead of judging each other it is much more effective to attempt to understand and see another person’s point of view even if it is different than your own.

Exploring problems
When problems arise, it is important that they are explored in order to determine the cause of them and to seek understanding and possible solutions.

Expressing an individual perspective
When providing service to customers, it is important to express your own opinion in relation to questions that they ask in order to provide a non-biased and invited perspective; this can aid clients in developing trust and to enable efficient and considered decision making.

Providing sufficient time for questions and responses
It is important that when questions are asked, sufficient time for clients to ask questions and provide responses so that they feel listened to and that their opinion and needs are being taken into consideration throughout the provision of service.

Reflective responses in conflict situations
In the case of conflict situations, it is important to remain reflective rather than responsive and to consider the cause of the conflict, your own actions and the feelings of the other people within the conflict. This can help in turning a conflict situation into a positive experience for the client and the agency.

Using appropriate words, behaviour and posture
It is important to ensure that professional and appropriate behaviour works and posture are used throughout the provision of customer service. All of the actions that we take will impact on the way that we are perceived, and it is important to appear attentive, professional and interested at all times.

Using clarifying and summarising questions
Summarising questions are those that contain a summary of what we know as a basis of what will be asked next.

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