Client care

Question 1

Tell about why it is important to develop long-term client relationships.

Question 2

Tell me about the different stakeholders you have come across in your

Question 3

role.

Question 4

Tell me about how you have tailored your client care to one of these stakeholders.

Question 5

Why is it important to you to set objectives?

Question 6

Tell me about your duty of care towards your clients.

Question 7

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

Question 8

How do you set fees?

Question 9

How have you used standard forms of appointment?

Question 10

What mechanisms are contained within an appointment document?

Question 11

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

Question 12

How are stakeholders identified?

Question 13

How do you establish their status within a project?

Question 14

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

Question 15

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

Question 16

How do you gather data during the inception stage of a project

Answer 16

including client briefings and site based information?

Question 17

Explain what BS EN ISO 9004 relates to.

Question 18

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

Question 19

Tell me about an example of how you have provided good client care.

Question 20

Tell me about an example of when you have provided a high standard of service to a client.

Question 21

How have you dealt with an unrealistic client deadline?

Question 22

How have you dealt with unrealistic client expectations?

Question 23

Tell me about the approach you have taken when dealing with a nontechnical lay client.

Question 24

Tell me about the approach you have taken when dealing with a client with a high level of property knowledge.

Question 25

How have you established a client’s objectives?

Question 26

How have you confirmed a client’s brief?

Question 27

How have you established a scope of services?

Question 28

How have you calculated fees for professional services?

Question 29

How have you compiled an appointment document?

Question 30

How have you established project stakeholders and their status within a project?

Question 31

How have you set up communication systems with a client and stakeholders?

Question 32

How have you issued reports to a client?

Question 33

How have you dealt with a complaint?

Question 34

How have you measured KPIs?

Question 35

How have you analysed the data gathered through the client briefing process and formulated a detailed client brief?

Question 36

Marmion Road

Question 37

Why did you advise on a level three rather than level two?

Question 38

How did you adjust your fee accordingly?

Question 39

Ashwood Gardens

Question 40

Can you talk me through the cause for a claim for remedial works?

Question 41

Can you outline your phone complaints handling process?

Question 42

How are you suitably qualified to inspect your colleagues work?

Answer 42

I assisted The complaints handling coordinator with The investigation which included reading the report and attending site.

Question 43

What is the CEDR process?