Client care - Level One

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 role.

Question 3

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

Question 4

Why is it important to you to set objectives?

Question 5

Tell me about your duty of care towards your clients.

Question 6

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

Question 7

How do you set fees?

Question 8

How have you used standard forms of appointment?

Question 9

What mechanisms are contained within an appointment document?

Question 10

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

Question 11

How are stakeholders identified?

Question 12

How do you establish their status within a project?

Question 13

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

Question 14

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

Question 15

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

Question 16

Explain what BS EN ISO 9004 relates to.

Question 17

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

Question 18

What is ADR?

Answer 18

• A way of resolving disputes between clients and RICS-regulated firms that usually avoids having to go to Court.
• Was introduced as part of the Civil Procedure Rules 1998.
• RICS Dispute Resolution Service (DRS) is the world’s oldest and largest provider of ADR services in the land, property and construction industries.
• Other types of ADR include, Negotiation, Mediation, RICS Dispute Resolution Service, Conciliation and Litigation.

Question 19

Why is Client Care important?

Answer 19

In order to build good professional relationships to attract new and retain existing clients.

Question 20

How do you manage conflicts of interest?

Answer 20

Information barriers or/and informed consent.

Question 21

What do TOE define?

Answer 21

• Scope of work to be undertaken.
• Fees.
• Fee settlement.
• Scope of service provided.

Question 22

What do TOE define?

Answer 22

• Scope of work to be undertaken.
• Fees.
• Fee settlement.
• Scope of service provided.