Client Care (Level 2)

Question 1

Why is it important to develop long-term client relationships?

Answer 1

• Builds reputation
• Leads to referrals for new business
• Develops better understanding of client.
• Reassurance of Diligent Service / Builds trust

Question 2

What are different stakeholders you have come across in your role?

Answer 2

• External Clients
• Internal Clients
• Public
• Landowners
• Tenants

Question 3

How have you tailored client care to one of the stakeholders?

Answer 3

A clear understanding of the client’s objectives and aims.
A professional approach.
Clear, concise communication.
A quality assurance policy.
Complaints handling procedure.
Professional Indemnity Insurance

Question 4

Why is it important to you to set objectives?

Answer 4

• Manage expectations
• Provide direction
• They help prioritize resources and efforts, increase efficiency and accountability, and enable measurement of progress and success

Question 5

What is your duty of care towards clients?

Answer 5

The duty in ‘tort’ assumed by a professional to observe the skill and care of a ‘reasonable’ professional in providing professional services. Such a duty may in certain circumstances be assumed to a ‘third party’ as well as to the professional’s contracted client.

Question 6

How have you defined your scope of service within the limits of your competence and PI insurance?

Answer 6

• I ensure this by agreeing written terms of business prior to undertaking any instruction.
• I also ensure I have reviewed the PII provisions and my compentence to see if it adequently covers the instruction.

Question 7

How do you set fees?

Answer 7

• Specific to nature of instruction
• Lease advisory = Base Fee plus incentive top up

Question 8

How have you used standard forms of appointment?

Answer 8

• used in all instructions and management contracts to agree scope of services and fees.

Question 9

What mechanisms are contained within an appointment document?

Answer 9

• Fees (How it is calculated)
• Disbursements
• Complaints Handling Procedure
• PII
• Definitions
• interpretations
• what’s excluded
• timescales

Question 10

What insurance requirements are you aware of ? (RICS and Legal)

Answer 10

• PII
• Employer Liability Insurance
• Public Liability
• Contents / Buildings Insurance
• Run off cover
• Cyber Insurance

Question 11

How are stakeholders identified?

Answer 11

• All parties that may be effected by an instruction.

Question 12

How do you establish a stakeholders status within a project?

Answer 12

• By reviewing how involved and how much the party is affected by an instruction or project.

Question 13

Explain formal communication systems with clients and stakeholders you are aware of?

Answer 13

• Letters
• Emails
• Reports
• Presentations

Question 14

What KPIs might you agree with a client to monitor performance?

Answer 14

Management Client
- Financial - (Increase Rent-Roll, Decrease Voids, Capital Value Appreciation)
- Environmental (Green Leases, Future proofing Portfolio)
- Social and Community (Community engagement, social responsibility)

Question 15

How do you gather data during the inception stage of a project? including client briefings and site based information.

Answer 15

Client meeting, Due Diligence, RTL, Pre instruction checks

• Define the background and context of the project
• Outline the project parameters
• Discuss the roles and responsibilities of project members
• Lay down an action plan

Question 16

Explain what BS EN ISO 9004 relates to?

Answer 16

• Quality of an organization. Guidance to achieve sustained success
• gives guidance on how top management can improve an organization’s overall performance to achieve sustained success

Question 17

What is the definition of a Key Performance Indicator (KPI)?

Answer 17

A quantifiable measure of performance over time for a specific objective.

Question 18

What is the regulation document for PII and what does it do?

Answer 18

• Professional Indemnity Insurance Requirements (Version 9) 2022
• Covers negligence and breach of duty of care, all must be underwritten by RICS approved insurer.

Question 19

What does “beneficial ownership” mean in relation to new clients?

Answer 19

The person who ultimately owns or controls legally defined minimum percentage in that entity.

Question 20

How would you check who a beneficial owner is?

Answer 20

Requiring helpful document types. (certificate of incorporation, annual return for a company)

Question 21

If a RICS regulated firm receives a complaint over the telephone, what is the first thing the firm should do?

Answer 21

Repeat back what they are hearing to show they have listened and understood.
Record the details of the complaint accurately.

Question 22

After evaluating a complaint within how long a time period must a RICS Regulated Frim respond to the complaint?

Answer 22

Must respond in the time frames set out in the CHP.

Question 23

What happens if a complaint to a RICS Regulated Firm cannot be resolved?

Answer 23

Firms should have a form of Alternative Redress Provider if a suitable provider is available.

Question 24

Give an example of a business to business Alternative Dispute Resolution provider approved by the RICS Standards and Regulation Board for UK based firms?

Answer 24

RICS Disputes Resolution Service

Question 25

What would you do if a long standing client asked you to carry out work that you weren't personally competent to carry out?

Answer 25

Decline, define your scope of competence and firms PII.

Question 26

What information can you collect to measure and analyse the needs of a client?

Answer 26

Scope of works required. Timescales. Geographical location of the works Staff resources Does instruction meet requirements of PII policy Analyse questions, can you deliver the work.

Question 27

Give an example of a KPI to measure client satisfaction?

Answer 27

Work done on time. Is the work carry out to the scope. Budget. Any reworks required.

Question 28

Which of the RICS Rules of Conduct relates to you providing a good-quality and diligent service. Give an example of how you meet this.

Answer 28

Rule 3 - Members and firms must provide good quality and diligent service. Understand the clients needs and objectives before accepting any professional work. Agree scope of service to be provided as well limitations.