Recognition of Prior Learning (RPL) Assessment Tool Kittle.westone.wa.gov.au/content/file/6a3d262f-8ba4... · Web viewAssessed documents relating to ownership of a business and

Department of Training andWorkforce Development

Western Australia

RPL Assessment Tool Kit

CPP40307Certificate IV in Property Services

(Real Estate)

First published 2010

ISBN 978-1-74205-509-1

© Department of Training and Workforce Development

All rights reserved.

Western Australian Department of Training and Workforce Development materials, regardless of format, are protected by copyright law.

Permission, however, is granted to Trainers, Assessors and Registered Training Organisations to use, reproduce and adapt the material (third party material excluded) for their Recognition of Prior Learning (RPL) assessment activities.

This permission is subject to the inclusion of an acknowledgement of the source. Permission does not extend to the making of copies for hire or sale to third parties, and provided it is not used for commercial use or sale. Reproduction for purposes other than those indicated above requires the prior written permission of the Western Australian Department of Training and Workforce Development.

Published by and available from

WestOne Services

1 Prospect PlaceWEST PERTH WA 6005Tel: (08) 9229 5200 Fax: (08) 9227 8393Email: [email protected]: www.westone.wa.gov.au

AcknowledgementsThis work has been produced with the assistance of funding provided by the Council of Australian Governments (COAG) National Reform Initiative (NRI).

This resource contains units of competencies, performance criteria and elements from the CPP07 Property Services Training Package – CPP40307 Certificate IV in Property Services (Real Estate), © Commonwealth of Australia, used under the AEShareNet-FfE licence.

DisclaimerWhilst every effort has been made to ensure the accuracy of the information contained in this RPL Assessment Tool Kit, no guarantee can be given that all errors and omissions have been excluded. No responsibility for loss occasioned to any person acting or refraining from action as a result of the material in this RPL Assessment Tool Kit can be accepted by the Western Australian Department of Training and Workforce Development.

CPP40307 Certificate IV in Property Services (Real Estate)RPL Assessment Tool Kit

ContentsRecognition of Prior Learning (RPL) Assessment Tool Kit 7

Overview of the Recognition Process 9

PART 1 11

Section 1 – Assessor’s Information 11

Introduction 13

Explanation of RPL documents 14

Section 2 – List of competencies in this RPL Assessment Tool Kit 15

Qualification Rules 17

List of competencies in this RPL Assessment Tool Kit 19

Units of competency covered in this RPL Assessment Tool Kit 19

Section 3 – Interview Question Bank and Recording Sheets 21

Cluster 1 – Real estate core (Real estate professional) 23

Assessor’s Instructions 23

Cluster 2 – Property leasing professional 29


Cluster 3 – Property management professional 37


Cluster 4 – Property sales professional 43


Cluster 5 – Rural property professional 51


Cluster 6 – Manage businesses for sale 57


Cluster 7 – Property industry professional 63


Section 4 – Practical Tasks and Observation Recording Sheets 71

Practical tasks 73


Task 1 – Risk management plan 75

Instructions for the candidate 75

Demonstration/Observation Checklist 77

Instructions for the Assessor 77

Task 2 – Understanding and operating within the real estate industry 81




Page 3 of 451 © Department of Training and Workforce Development 2010Version 1, March 2010



Task 3 – Marketing a property for lease 87




Task 4 – Leasing property 93





Task 5 – Managing property and tenancy disputes 99




Task 6 – Preparing property reports 105





Task 7 – Knowledge questions 111




Task 8 – The sales process 117





Task 9 – Leasing rural property 123




Task 10 – Selling rural property 129




© Department of Training and Workforce Development 2010 Page 4 of 451Version 1, March 2010



Task 11 – Marketing and selling a business 135




Task 12 – What makes a good business broker 141





Task 13 – Working as a team 147




Task 14 – Managing conflict 153




PART 2Section 5 – Candidate’s Information and Self-Evaluation Forms 159

What is Recognition of Prior Learning (RPL)? 161

How to prepare for your RPL assessment 162

The four steps in the RPL assessment process 164

Candidate’s Information Form 167

Candidate’s Employment History Form 169

Candidate’s Self-Evaluation Form 171








Section 6 – Third Party Report and Supporting Documentation 189

Third Party Report 191

Supporting Documentation 193

Assessor’s Evidence Summary Sheet 195



Section 7 – Mapping of Assessment Tools 197

Mapping document for Cluster 1 199

Evidence matrix 201


Evidence matrix 241


Evidence matrix 277


Evidence matrix 317


Evidence matrix 359


Evidence matrix 401


Evidence matrix 423

Section 8 – Appendices A and B 441

Appendix A 443

Appendix B 445



Recognition of Prior Learning (RPL) Assessment Tool KitCPP40307 Certificate IV in Property Services (Real Estate)

This RPL Assessment Tool Kit has been developed by the Western Australian Department of Training and Workforce Development, in consultation with industry, as a resource to assist RPL Assessors by providing a set of quality assessment tools, which can be used to conduct whole-of-qualification RPL. This kit also contains information which can be provided to the candidate.

This kit should be customised to suit the needs of the candidate, employer/industry or Assessor and should reflect the purpose for which it is being used.

It is recommended that prior to using this kit for the first time, and after any modifications or contextualisation, this RPL Assessment Tool Kit be validated by the user to ensure it meets the required Australian Qualification Training Framework Standards (AQTF), relevant Training Package requirements and Registered Training Organisation (RTO) policies.

A task-based model for RPLA process for RPL has been developed that promotes holistic, task-based assessment, and which focuses on relating assessment activities to actual job tasks. The intention of this model is to streamline and simplify recognition processes for prospective candidates. This RPL Assessment Tool Kit has been developed to support this task-based model.

The focus of the new streamlined holistic assessment process is to focus on demonstrated skills and knowledge and is not reliant on documentary evidence as the main source of evidence.



Page intentionally blank



Overview of the Recognition Process


Gap Training (if required)

If not ready for RPL, the candidate is to

be provided with training options.

Supporting Evidence/Third Party

Report(if required)

Issue Qualification –Statement of Attainment

By RTO

Candidate Self-Evaluation

Interview and Questioning

Demonstration/Observation of Practical Tasks

Candidate Enquiry Candidate’s Information

Form

STEP 4

STEP 3

STEP 2

STEP 1






CPP40307 Certificate IV in Property Services (Real Estate)Section 1 – Assessor’s Information

PART 1

Section 1

Assessor’s Information

It is important that you complete both Steps 2 (Interview/Questioning) and 3 (Practical Tasks) when completing RPL Assessment using this kit.

The RPL process is a streamlined process which does not rely solely on documentary evidence. It uses a combination of questioning, practical assessment and supporting evidence to provide evidence of the candidate’s competence.






IntroductionWelcome to the CPP40307 Certificate IV in Property Services (Real Estate).

This RPL Assessment Tool Kit contains thirty-two (32) units of competency – 24 required for the qualification and 8 additional electives as alternative options.

It is simply set out, with a covering comprehensive list of instructions at the front of each document, as well as covering instructions for each step of the process, as found in the notes for the Assessor, and notes for the candidate.

Included in this kit are the following documents:

Assessor’s Information

Explanation of RPL documents

Qualification Rules and list of units of competency contained in this kit

Units of competency separated into clusters for assessment

Tool Kits for each cluster:

► Interview Question Bank and Recording Sheets

► Practical Tasks and Observation Recording Sheets

Candidate’s Information

► Candidate’s Self-Evaluation Form (incorporating Third Party Verification)

Mapping documents (including Dimensions of Competency) for all the units of competency included in this kit.



Explanation of RPL documentsa) Interview Question Bank and Recording Sheets (Section 3): The interview question

bank is the second stage of the process, in which the Assessor and the candidate confirm the knowledge by discussing a series of questions. Each of these questions includes a series of Key Points, which may assist the Assessor in guiding the discussions.

b) Practical Tasks and Observation Recording Sheets (Section 4): These tools are designed to guide the Assessor and candidate through a workplace observation, proving the candidate’s ability to conduct the specific tasks and skills required for recognition of competence in the particular area.

c) Candidate’s Information and Self-Evaluation Forms (Section 5): This document is for the candidate to assess their suitability for RPL process, by asking them to consider each of the points and assessing their ability against the task. It has been broken into smaller skill groups, clustering like activities together to enable ease of completion. It is then reinforced by the candidate’s supervisor’s comments, both against tasks and as a summary for each group. This serves as third party validation of the candidate’s claims.

d) Third Party Report and Supporting Documentation (if applicable) (Section 6): The third party verification report is provided for referees, for example the supervisor, to confirm the candidate’s skills and experience in the qualification/occupation. This is particularly useful in addressing employability skill requirements. It is important to note that third party reports are not always available and it is recommended that Assessors use their professional judgement to determine if this is a requirement.

List of suggested supporting documentation (if applicable): A list of suggested industry specific evidence or supporting documentation (in addition to the generic documentation) is provided to assist the candidate in collecting evidence to support their application.

e) Mapping Document (Section 7): This tool demonstrates how each of the documents reflects the units of competency in the particular cluster.


CPP40307 Certificate IV in Property Services (Real Estate) Section 2 – List of competencies in this RPL Assessment Tool Kit

Section 2

List of competenciesin this

RPL Assessment Tool Kit


CPP40307 Certificate IV in Property Services (Real Estate)Section 2 – List of competencies in this RPL Assessment Tool Kit




Qualification Rules

CPP40307 Certificate IV in Property Services (Real Estate)Entry to qualifications and progression advice

The following information has been extracted from CPP07 Property Services Training Package published by the Commonwealth of Australia, 2009.

RequirementsSuccessful completion of a total of twenty-four (24) units of competency made up of:

five (5) core units of competency

nineteen (19) elective units of competency.

At least ten (10) elective units must be selected from property, sales and management with the remaining electives from one or more of the following:

property, sale and management

specialist

common.

Up to two (2) of the elective units may be chosen from:

the CPP50307 Diploma of Property Services (Agency Management)

any Certificate IV qualification in the CPP07 Property Services Training Package

any Certificate IV qualification in the BSB07 Business Services Training Package or the FNS04 Financial Services Training Package, provided that the units of competency do not duplicate units in the CPP07 Property Services Training Package.

All units must contribute to a valid, industry-supported vocational outcome.






List of competencies in this RPL Assessment Tool KitThis section identifies the units contained in this kit.

Units of competency covered in this RPL Assessment Tool KitNote: Not all clusters need to be completed to qualify for this award.

Candidates must choose Real Estate Core 1 cluster and at least two (2) property, sales and management clusters. Remaining units (total 24) can be chosen from the specialist, common and (remaining) property, sales and management clusters.

Cluster 1 – Real estate core (Real estate professional)Unit CodeUnit TitleCore/Elective

CPPDSM4007AIdentify legal and ethical requirements of property management to complete agency workCoreCPPDSM4008AIdentify legal and ethical requirements of property sales to complete agency workCoreCPPDSM4009A

Interpret legislation to complete agency work

Core

CPPDSM4015AMinimise agency and consumer risk

Core

CPPDSM4080AWork in the real estate industry

Core

CPPDSM4002AApply knowledge of state or territory legislative and regulatory framework to complete agency work

Elective

Choose at least two (2) of the following three property sales and management clusters.

Cluster 2 – Property leasing professionalUnit CodeUnit TitleCore/Elective



CPPDSM4011A

List property for lease

Elective

CPPDSM4013AMarket property for lease

Elective

CPPDSM4010ALease property

Elective

CPPDSM4016AMonitor and manage lease or tenancy agreement

Elective

Cluster 3 – Property management professionalUnit CodeUnit TitleCore/ElectiveCPPDSM4046A

Manage tenancy disputes

Elective

CPPDSM4020APresent at tribunals

Elective

CPPDSM4018APrepare and present property reports

Elective

CPPDSM3008AMaintain and protect condition of managed properties

Elective

CPPDSM4049AImplement maintenance plan for managed properties

Elective



Cluster 4 – Property sales professionalUnit CodeUnit TitleCore/ElectiveCPPDSM4003A

Appraise property

Elective

CPPDSM4012AList property for sale

Elective

CPPDSM4014AMarket property for sale

Elective

CPPDSM4017ANegotiate effectively in property transactions

Elective

CPPDSM4022ASell and finalise the sale of property by private treaty

Elective

Choose the remaining units from specialist or common units – to a total of 24 units.

Cluster 5 – Rural property professionalUnit CodeUnit TitleCore/ElectiveCPPDSM4030A

Appraise rural property

Elective

CPPDSM4051ALease rural property

Elective

CPPDSM4078ASell rural property by tender

Elective

CPPDSM4021ASell and finalise sale of rural property by private treaty



Elective

Cluster 6 – Manage businesses for saleUnit CodeUnit TitleCore/ElectiveCPPDSM4029A

Appraise business

Elective

CPPDSM4053AList business for sale

Elective

CPPDSM4069APromote and market listed business

Elective

CPPDSM4079AWork in the business broking sector

Elective

Cluster 7 – Property industry professionalUnit CodeUnit TitleCore/ElectiveBSBWOR402A

Promote team effectiveness

Elective

BSBLED401ADevelop teams and individuals

Elective

CPPDSM4056AManage conflict and disputes in the property industry

Elective

CPPDSM4057AMonitor a safe workplace in the property industry

Elective


CPP40307 Certificate IV in Property Services (Real Estate)Section 3 – Interview Question Bank and Recording Sheets

Section 3

Interview Question Bank and

Recording SheetsThis section contains questions the Assessor may ask the candidate while documenting their conversation during the RPL interview.

Assessor’s InstructionsIt is not intended that every question for each competency be asked or discussed during the conversation. Only questions related to those competencies that the initial documentary review has failed to fully address are required.

Each question provides key points to look for in the candidate’s responses. You may wish to use these key points to formulate questions of your own, contextualise, or rephrase the suggested questions to suit the candidate’s particular work situation.

On the Recording Sheets, place a tick next to each key point as it is addressed by the candidate during the conversation. By doing this, you are recording what you have heard the candidate say during the interview.

Use the Assessor’s Comments section next to each question to provide further details about the context of the discussion or other key points and examples the candidate has discussed that may be relevant in confirming competence.

It is important to remember that the notes taken during the questioning interview are important evidence and should be retained as part of the candidate’s assessment records.






Interview Question Bank and Recording Sheets

Cluster 1 – Real estate core (Real estate professional)

Assessor’s Instructions

The interview should allow the candidate to confirm their knowledge as identified by their Self-Evaluation against relevant units of competency. The Assessor may use these questions to guide the interview ensuring that the candidate addresses the key points identified for each question.

These key points exist as a guide only, and the Assessor is encouraged to expand on them where necessary to satisfy depth of underpinning knowledge and skills.

It is recommended that the interview be conducted in the workplace, allowing the candidate access to documents, equipment etc to support their statements.

Record of interview

Candidate’s name

Assessor’s name

How/where was the interview conducted?

Interview only qAt an RTO’s premises q Name:

In the workplace q Name:

Cluster 1 – Real estate core (Real estate professional)Candidate’s name



Units of competencyCPPDSM4007A Identify legal and ethical requirements of property management to complete agency workCPPDSM4008A Identify legal and ethical requirements of property sales to complete agency workCPPDSM4009A Interpret legislation to complete agency workUnits of competencyCPPDSM4015A Minimise agency and consumer riskCPPDSM4080A Work in the real estate industryCPPDSM4002A Apply knowledge of state or territory legislative and regulatory framework to complete agency workQuestions relating to Cluster 1

Key points to be addressed by the candidateYesNo

Assessor’s CommentsQuestion 1Describe the legal framework within which real estate agencies operate.How would you access information relevant to the framework?q State/territory legislative and regulatory framework, government agencies, industry codes of conductq Legislation regulating for lease and management, sale of properties

q Legislation limitations on agency practiceq Penalties and offences for non-compliance

q Privacy legislationq Industry codes of conduct: relationship between code of conduct and legislative requirements

q Key principles and responsibilities of industry codes of conductq Ethical behaviour

q Interpretation – problems with rules and techniques for interpreting

qq



Question 2Describe the processes that may lead to changes in legislation and regulation.How are these changes monitored and communicated in a typical real estate agency?q Techniques for tracking amendmentsq Personnel responsible

q Records of legislation and industry codes of conduct maintained – (How?)q Changes to legislation – implications of changes, communication of changes

qq

Question 3Identify the key role and operations of a typical real estate agency.q Roles and responsibilities of key personnelq Key operations

q Organisation’s structureq Services offered

q Liabilities and responsibilitiesq Agency principal relationship

q Personal presentation

Industry employment requirements:q Rights and responsibilitiesq Communication strategies

q Continuing training needsq Identification of continuing training needs

qq

Question 4Discuss a typical day in the real estate industry.



Give examples of how you might apply information on the real estate agency (in your state or territory) in your current role.q Type of information accessedq Benefits

q Sharing information with clients and colleagues

qq

Question 5Give examples of behaviour where unethical practice could result in a breach and/or penalty.q Examples of breach of ethical and conduct standardsq Agent liability

q Verification of understanding of ethics and conduct standards (with relevant people)

q

q

Question 6Explain property management.q Types of tenanciesq Leasing/property management process

q Handling bondsq Financial statements

q Roles and responsibilities of agency personnelq Using, accessing and security of a key register

qq



Question 7What are the main types of selling property?Outline the role of a sales agent in respect to selling.q Auctionq Conjunctional sales

q Private sale or treatyq Sale by tender

q Vendor saleq Examples of communication methods, disclosure statements, prospecting

qq

Question 8Looking at potential risks to the agency and its clients, explain what occurs at each state.Refer to the risk management diagram in Appendix A.q Sources of informationq Tools for identificationq Actual risksq Example of how risks are identifiedq Examples of risks, consequences, likelihood, severityq Evidence of a recognised risk management framework has been followedq Options for minimising risksq Examples of how identified risks are monitoredq Examples of how identified risks are controlled and treated

qq



Cluster 1 – Real estate core (Real estate professional)Candidate’s name

Units of competencyCPPDSM4007A Identify legal and ethical requirements of property management to complete agency workCPPDSM4008A Identify legal and ethical requirements of property sales to complete agency workCPPDSM4009A Interpret legislation to complete agency work

Units of competencyCPPDSM4015A Minimise agency and consumer riskCPPDSM4080A Work in the real estate industryCPPDSM4002A Apply knowledge of state or territory legislative and regulatory framework to complete agency work

Additional notes from conversation

Assessor’s signature Outcome(Please circle)

S(Satisfactory)

NYS(Not Yet Satisfactory)

Assessor’s name Date




Cluster 2 – Property leasing professional





Record of interview

Candidate’s name

Assessor’s name






Cluster 2 – Property leasing professionalCandidate’s name

Units of competencyCPPDSM4011A List property for leaseCPPDSM4013A Market property for lease

Units of competencyCPPDSM4010A Lease propertyCPPDSM4016A Monitor and manage lease or tenancy agreement

Questions relating to Cluster 2 Key points to be addressed by the candidate Yes No Assessor’s Comments

Question 1Use examples of properties and businesses you have listed for lease.Outline the steps you took to list a property/business for lease. Explain what you did at each step.

q Implementing procedures for promoting agency’s property management services

q Establishing business and personal referral networks

q Communicating with agency sale department to establish potential new listings

q Establishing rapport with potential client to establish client requirements

q Using communication techniques

q Setting up appointment to discuss property listing with client

q Completing identification and assessment of client requirements

q Planning and delivering property listing presentations

q Preparing promotional materials

q Conducting visual inspection of propertyq Discussing market influences likely to affect the

property listing with clientq Recommending property improvements to client

and discussing the likely influence on leasing of property and rental return with client

q Providing realistic property appraisal

q Providing promotional materials to clientq Discussing and agreeing on marketing activities

with clientq Discussing agency service fees with client, then

q q







Question 1 (continued) giving the client time to evaluate agency services

q Using effective communication skills to answer client’s questions fully and honestly

q Finalising listings for the lease of propertyq Preparing and executing agency agreement

q Negotiating and agreeing on agency fees and conditions with client

q Recording and acting on client instructions

q Recording client instructionsq Providing feedback on progress to client

q Application of agency practice, ethical standards and legislative requirements

q Decision-making and problem solving

q Research skills

Question 2Use examples of properties and businesses you have marketed for lease.Discuss in detail how you went about marketing the property.

q Identifying tenant profile

q Developing marketing plan and presenting to landlord

q Preparing and implementing marketing materials

q Reviewing and reporting on marketing plans and activities against aims and objectives

q Seeking feedback on outcomes of marketing activities

q Assessing adjustments to marketing plan in consultation with relevant people

q q







q Assessment of effectiveness of planning and marketing processes

q Analysing and evaluating costs and timelines for continuous improvement

q Preparing conclusions and providing advice on future marketing initiatives

q Application of agency practice, ethical standards and legislative requirements associated with marketing a property

Question 3Discuss in detail the steps taken to lease the various types of property.

q Screen tenant enquiries

q Conduct inspectionsq Obtain and review tenancy applications

q Complete tenancy agreements or lease documentation

q Place tenants in property

q Record tenancy arrangementsq Application of consumer protection principles

q Application of relevant federal and state or territory legislation and local government

q Application of negotiation skills to reach agreement with landlords and tenants

q q

Question 4In your current role, discuss in detail what is involved in managing properties during the term of leases or tenancy agreements.

q Implementing the conditions of leases and tenancy agreements

q Identify the rights and duties of tenants and landlords/agents during the lease or tenancy agreement

q q







Question 4 (continued)

q Responding to requests from tenants and landlords

q Managing the renewal and termination of leases and tenancy agreements

q Implementing the conditions of leases and tenancy agreements

q Conducting inspectionsq Preparing condition reports

q Collecting rentsq Monitoring rent arrears

q Implementing rent reviews and increasesq Application of agency practice, ethical

standards and legislative requirementsq Knowledge and application of tenant and

landlord rights and duties with regards to the renewal and termination of leases and tenancy agreements








S(Satisfactory)









Cluster 3 – Property management professional





Record of interview

Candidate’s name

Assessor’s name






Cluster 3 – Property management professionalCandidate’s name

Units of competencyCPPDSM4046A Manage tenancy disputesCPPDSM4020A Present at tribunalsCPPDSM4018A Prepare and present property reports

Units of competencyCPPDSM3008A Maintain and protect condition of managed propertiesCPPDSM4049A Implement maintenance plan for managed properties


Question 1Think of a time when you had to manage and resolve a tenancy dispute involving people from varying social and cultural environments.Give examples of what you did, in particular, how you assessed the tenancy dispute situation and evaluated the responses to tenancy disputes.

q Adapted interpersonal style and techniques to varying social and cultural environments in order to resolve tenancy disputes

q Assessed tenancy dispute situations in line with agency practice, ethical standards and legislative requirements

q Evaluated effectiveness of agent and agency response

q Demonstrated knowledge of agency practice, ethical standards and legislative requirements

q Demonstrated knowledge of agents, landlords and tenants’ rights and duties

q Demonstrated knowledge of tenancy dispute resolution strategies

q Demonstrated knowledge of consumer protection principles

q Used communication techniques to manage and resolve dispute

q Used negotiation, mediation, tribunals and courts to manage and resolve tenancy disputes

q q

Question 2Think of examples of when you presented at tribunals.What were you presenting?How did you prepare for tribunal hearings?

q Acted as a witness at a tribunal

q Demonstrated understanding of the role and jurisdiction of tribunals and courts that hear matters relating to real estate operations

q Participated in conciliation processes for grievances and disputes

q q







What would you consider to be appropriate ‘tribunal etiquette’ for the following scenarios: acting as a witness participating in conciliation hearings presenting a case?

q Prepared a case for a tribunalq Prepared and lodged applications for a tribunal

q Presented a case at a tribunal

Question 3Explain what you would need to do to prepare and present a property report.


q Identify different architectural and construction styles

q Identify impact of different architectural and construction styles

q Identify and communicate to clients the costs and benefits of property improvements

q Use common building construction terms to describe key features of buildings

q Explain the impact of common building defects on the marketing of properties for sale or rent

q Conduct property inspections

q Prepare and present property condition reports to clients

q Act on client instructions in relation to the findings and recommendations identified in property report

q q

Question 4This question relates to the inspection of managed properties.

q Preparing inspection reportq Accessing suitably qualified tradespeople and

service providers to undertake property repairs

q q







Explain what is involved in a property inspection.What are some of the outcomes of a property inspection?


and maintenanceq Applying effective communication and

coordination techniques to access property and arrange inspection

q Arranging property repairs and maintenance identified in property inspection reports

q Complying with established inspection processes

q Noting any variations in approved property requirements

q Conducting and completing property inspections within agreed timeframes and in compliance with all applicable industry, legal and organisational requirements

q Knowledge of agency practice, legislation and ethical standards affecting inspection of managed properties

q Providing landlords with information on options for protecting asset value of property

Question 5Discuss an example of a time you developed a maintenance plan.What was involved in developing the maintenance plan?

q Determining property maintenance requirements

q Establishing a property maintenance plan

q Establishing and maintaining a key registerq Monitoring the security of managed properties

q q







What strategies did you use to implement it?

q Implementing the property maintenance planq Reviewing the property maintenance plan

q Knowledge of agency practice, ethical standards and legislative requirements associated with establishing, implementing and reviewing a maintenance plan for managed properties








S(Satisfactory)






Cluster 4 – Property sales professional





Record of interview

Candidate’s name

Assessor’s name






Cluster 4 – Property sales professionalCandidate’s name

Units of competencyCPPDSM4003A Appraise propertyCPPDSM4012A List property for saleCPPDSM4014A Market property for sale

Units of competencyCPPDSM4017A Negotiate effectively in property transactionsCPPDSM4022A Sell and finalise the sale of property by private treaty


Question 1Discuss a time when you appraised the sale price and/or rental value of a property for listing purposes.Explain the steps you took to: research the property appraise the sale price range or

rental value present the information to the client.

q Researched the propertyq Appraised the sale price range or rental value

q Presented the information to the clientq Gathered information

q Established the purpose of the property appraisal

q Obtained and analysed documents to determine status and ownership of property

q Adhered to agency practice and legislative requirements where required

q Selected appropriate method for appraising the sale price range or rental value of property

q Sought specialist advice where appropriateq Presented information on sale price or rental

value of property, in required format, to client within specified time, budget and quality constraints

q Where appropriate, obtained feedback on suitability and sufficiency of appraisal and incorporated it into advice (where appropriate)

q Maintained client confidentiality throughout secure storage of information

q q

Question 2For this question you will need to use examples of properties and businesses

q Prospected for listingsq Identified business development area for

property listing

q q







you have listed for sale.Outline the steps you took to list a property/business for sale.Explain in detail what you did at each step.


q Used strategies for attracting property listingsq Identified sources of property listings

q Established client requirementsq Promptly handled potential client enquiries

q Established appropriate rapport with potential client

q Used communication techniques

q Set up appointment to discuss property listing with client

q Completed identification and assessment of client requirements

q Planned and delivered property listing presentations

q Conducted visual inspection of property

q Discussed market influences likely to affect the property listing with client

q Recommended property improvements to client and discussed the likely influence on property sale and price with client

q Provided realistic property appraisalq Provided promotional materials to client

q Discussed and agreed on sale and marketing activities with client.

q Discussed agency service fees with client, then gave the client time to evaluate agency services







q Used effective communication skills to answer client’s questions fully and honestly

q Finalised listings for the sale of the property

q Prepared and executed agency agreementq Recorded and acted on client’s instructions

q Applied agency practice, ethical standards and legislative requirements

q Applied risk management strategies relating to the listing of properties for sale

q Used decision-making and problem-solving skills

q Used research skills







Question 3For this question you will need to use examples of properties and businesses you have marketed.Discuss how you went about marketing the property.

q Developed marketing plan for propertyq Prepared marketing materials

q Implemented marketing activitiesq Reviewed and reported on marketing plans and

activities against aims and objectivesq Sought feedback on outcomes of marketing

activitiesq Assessed adjustments to marketing plan in

consultation with relevant peopleq Assessed effectiveness of planning and

marketing processesq Analysed and evaluated costs and timelines for

continuous improvementq Prepared conclusions and advice on future

marketing initiativesq Applied agency practice, ethical standards and

legislative requirements associated with marketing a property

q q

Question 4The following question relates to the sale, lease or management of property.Think of a time when you had to negotiate a property transaction.How did you establish the needs and expectations of relevant parties and go on

q Established needs and expectations of relevant parties using effective communication methods

q Identified consequences of not reaching agreement and determined alternatives

q Applied effective negotiation techniques and reached a desired outcome

q Identified and managed potential and real

q q







to negotiate and achieve desired outcomes?

disputesq Carried out further negotiations until satisfactory

agreement reachedq Application of agency practice, ethical

standards and legislative requirements

Question 5The following question refers to the sale and finalising the sale of all types of property by private treaty.Explain the steps you would take to ensure a successful sale by private treaty.


q Qualifying buyersq Arranging for potential buyers to inspect listed

propertiesq Delivering effective sales presentationsq Submitting offers

q Negotiating property sale with sellers and buyers

q Maintaining communications with sellers and prospective buyers

q Monitoring the process between exchange of contracts and settlement for all types of property and businesses

q Preparing documentation for agency disbursements

q Communicating with a range of people from diverse social, economic and cultural backgrounds

q Applying risk management strategiesq Promoting communication between sales,

q q







property management and administrative teams








S(Satisfactory)






Cluster 5 – Rural property professional





Record of interview

Candidate’s name

Assessor’s name






Cluster 5 – Rural property professionalCandidate’s name

Units of competencyCPPDSM4030A Appraise rural propertyCPPDSM4051A Lease rural property

Units of competencyCPPDSM4078A Sell rural property by tenderCPPDSM4021A Sell and finalise sale of rural property by private treaty


Question 1Discuss a time when you appraised the sale price and/or rental value of a rural property for listing purposes.Explain in detail the steps involved.


q Researched the propertyq Selected appropriate methods to appraise the

sale price range or rental valueq Presented the information to the clientq Gathered informationq Established the purpose of the property

appraisalq Obtained and analysed documents to

determine status and ownership of propertyq Adhered to agency practice and legislative

requirements where requiredq Sought specialist advice where appropriateq Presented information on sale price or rental

value of property, in required format, to client within specified time, budget and quality constraints

q Where appropriate, obtained feedback on suitability and sufficiency of appraisal and incorporated it into advice (where appropriate)

q Maintained client confidentiality throughout secure storage of information

q Applied risk management strategies associated with appraising the sale price range or rental value

q Applied and demonstrated knowledge of agency practice, ethical standards and legislative requirements

q q







Question 2Discuss in detail the steps taken to lease rural properties.

q Screen tenant or lessee enquiriesq Conduct inspectionsq Obtain and review tenant or lease applicationsq Complete tenancy agreements or lease

documentationq Place tenant or lessee in propertyq Record tenancy or lease arrangementsq Review lease arrangements and identify and

negotiate variations in line with client instructions

q Apply consumer protection principlesq Apply relevant federal and state or territory

legislation and local governmentq Apply negotiation skills to reach agreement with

landlords and tenantsq Apply agency practice, ethical standards and

legislative requirementsq Record lease arrangement in line with agency

practicesq Monitor lease arrangements against lease

agreement

q q

Question 3Consider a time when you conducted the sale of rural property by tender.Explain what you did to prepare for the sale, through to completing the sale.

q Prepared for the saleq Received tenders

q Completed the sale of rural propertyq Negotiate with tenderers if received tenders

unacceptable to the seller

q q







q Applied consumer protection principles

q Applied relevant federal and state or territory legislation and local government

q Applied agency practice, ethical standards and legislative requirements

q Maintained communication with sellers throughout the tender process

q Maintained agency records associated with the sale

q Completed standard and statutory documentation

q Arranged and conducted property inspections for potential buyers

Question 4The following question refers to the sale and finalising the sale of rural property by private treaty.Explain the steps you would take to ensure a successful sale by private treaty.

q Qualifying buyersq Arranging for potential buyers to inspect listed

propertiesq Delivering effective sales presentationsq Submitting offers

q Negotiating property sale with sellers and buyers

q Managing contracts for sale of rural property to settlement

q Maintaining communication with sellers and prospective buyers

q Monitoring the lodgement of documents for the correct transfer of ownership

q q







q Preparing documentation for agency disbursements

q Knowledge of agency practice, ethical standards and legislative requirements

q Knowledge of consumer protection principles

q Planning and delivery of effective sales presentations








S(Satisfactory)






Cluster 6 – Manage businesses for sale





Record of interview

Candidate’s name

Assessor’s name






Cluster 6 – Manage businesses for saleCandidate’s name

Units of competencyCPPDSM4029A Appraise businessCPPDSM4053A List business for sale

Units of competencyCPPDSM4069A Promote and market listed businessCPPDSM4079A Work in the business broking sector


Question 1Think of a time when you appraised the sale price range of a business for listing purposes.Explain in detail the steps involved.

q Researched the business and current market trends

q Analysed business and associated plant and equipment and finances to appraise the sale price range

q Presented the information to the client in required format, within specified time, budget and quality constraints

q Demonstrated knowledge of market trendsq Applied business broking environment

q Applied legislation relating to business ownership

q Demonstrated techniques for liaising with clients

q Followed agency practice, ethical standards and legislative requirements where required

q Sought specialist advice where appropriate

q Clarified concerns and communicated to client

q Where appropriate, obtained feedback on suitability and sufficiency of appraisal and incorporated it into advice

q Maintained client confidentiality throughout secure storage of information.

q q

Question 2For this question you will need to use

q Established fees and cost structures

q Liaised with clientsq q







examples of a business you have listed for sale with a business brokerage.Explain in detail what you did at each step.

q Assessed documents relating to ownership of a business and associated plant and equipment

q Listed the businessq Demonstrated knowledge of agency fee

structures and paperworkq Sourced business and legal documentationq Clarified concerns and communicated them

to clientq Presented agreements to the client and

relevant internal and external partiesq Followed agency practice, ethical standards

and legislative requirements where requiredq Prepared and structured advice on the listing

process for businesses

Question 3For this question you will need to use an example of the marketing of a business within the context of a business.Discuss how you went about marketing the business.


q Assessed appropriate marketing strategies

q Analysed marketing options and current market trends

q Developed business profiles

q Developed buyer profileq Prepared and implemented marketing

materialq Documented relevant information on the

marketing processq Consulted with clients and potential markets

q Reviewed the effectiveness of the marketing

q q







strategyq Prepared conclusions and provided advice

on future marketing initiativesq Applied agency practice, ethical standards

and legislative requirements associated with marketing a property.

Question 4Discuss a time when you worked in a business broker environment.What was expected of you with regard to: legal and procedural requirements completion of daily work activities identification of opportunities for

professional development?


q Interpreting and complying with relevant legislative, financial and procedural requirements

q Confirming own understanding and application with relevant people

q Interpreting and complying with ethical practices and codes of conduct and checking own understanding and application with relevant people

q Identifying a range of potential and existing risks using and discussing recommendations on strategies to minimise risks with relevant people

q Completing standard contractual documentation ensuring adherence to legislative and procedural requirements, and securely maintaining property information

q Interpreting and using industry employment and professional development guidelines and benchmarks

q Where appropriate, seeking assistance from key industry and statutory organisations to

q q







ensure own continuous professional development

q Interpreting and verifying own role








S(Satisfactory)






Cluster 7 – Property industry professional





Record of interview

Candidate’s name

Assessor’s name






Cluster 7 – Property industry professionalCandidate’s name

Units of competencyBSBWOR402A Promote team effectivenessBSBLED401A Develop teams and individuals

Units of competencyCPPDSM4056A Manage conflict and disputes in the property industryCPPDSM4057A Monitor a safe workplace in the property industry


Question 1Think of a time when you developed a teamwork plan.Explain how it was generated and how you monitored it so that team goals could be met.

q Input from team members

q Supported team members to take responsibility for own work

q Supported team members in meeting expected outcomes

q Demonstrated knowledge of organisational goals, objectives and plans

q q

Question 2Give an example of when there was conflict or a dispute within your team.How did you deal with the conflict and resolve any issues which arose?


q Supported team to resolve problems that impeded its performance

q Sought specialist information as requiredq Recognised causes of conflict or dispute

q Used effective observation and listening skills to elicit and interpret verbal and non-verbal communication

q Resolved conflict or dispute constructively

q Used negotiation techniques to maintain positive interaction

q Sought clarification where required

q Identified factors that may have threatened the safety or security of team members, and formulated and implemented appropriate responses

q Undertook follow-up according to legislative and organisational requirements

q Communicated unresolved issues reported by

q q







management to the team and took follow-up action

q Followed relevant organisational policies and procedures to resolve issues

Question 3Discuss the strategies you have used to communicate information: within the team with management.

q Actively encouraged team members to participate in, and take responsibility for, communication within their team

q Acted as a role model by communicating effectively with the team and management

q Promoted an environment that encourages open communication

q Provided feedback to team members to encourage, value and reward individual and team efforts and contributions.

q q

Question 4Think of a time when you mentored and/or coached a team member.Explain the following: how you determined their

development needs what you put in the learning plan

Question 4 (continued) how you implemented the learning

plan how you monitored and evaluated the

q Identified learning and development needs in line with organisational requirements

q Developed collaboratively and implemented the learning plan

q Encouraged team member self-evaluate and identify areas for improvement

q Collected feedback on performance of team member and compared with team learning needs

q Identified learning and development goals and matched them to the specific knowledge and skill requirements

q q







learning experience.


q Chose learning delivery methods appropriate to the learning goals

q Identified and approved resources and timelines required for learning activities

q Created development activities

q Provided coaching and mentoring opportunities for the team member

q Used feedback to identify and implement improvements in future learning activities

q Assessed and recorded outcomes and performance of individuals/teams

q Adjusted learning plans to improve the effectiveness of future learning

q Documented reports of competency and maintained them according to organisational requirements

q Used business technology to prepare relevant reports and documents

q Securely maintained information with due regard to confidentiality in line with legislative and organisational requirements

Question 5Discuss your responsibilities with relation to OHS policies and procedures in your workplace.

q Explaining OHS legislation and codes of practice to team members

q Developing and maintaining types of documentation to support the implementation of

q q







Discuss your involvement in identifying and controlling workplace risks and hazards, and how you communicate work safety requirements to team members.


OHS policies and proceduresq Making recommendations to improve workplace

OHS policies and proceduresq Managing OHS in consultation with team

membersq Identifying potential risks and hazards

q Resolving health and safety issues or referring them to the relevant people

q Reporting outcomes of consultation over OHS issues to team members

q Identifying resources required to apply risk control measures

q Acting as a role model to team members by following safe work practices and procedures

q Providing mentoring and coaching opportunities with regard to OHS, to provide support to team members

q Implementing and monitoring hazard and risk control procedures

q Using problem-solving skillsq Identifying and discussing OHS training

requirements in consultation with the relevant people








S(Satisfactory)







CPP40307 Certificate IV in Property Services (Real Estate)Section 4 – Practical Tasks and Observation Recording Sheets

Section 4

Practical Tasks and

Observation Recording Sheets

This section contains practical assessment tasks that the candidate will complete to assist you in determining their skills and knowledge.

Assessor’s InstructionsUse the Observation Recording Sheets for each of the practical tasks to document the skills and knowledge demonstrated by the candidate in completing each of the required tasks.

These practical tasks may be modified to suit the context of the candidate’s workplace, job role or their work environment.

Not all tasks need to be completed. The Assessor should select only those tasks that will provide the required evidence to prove competence by the candidate.

For a whole qualification it may be necessary to perform all tasks.

It is important to remember that the notes made by the Assessor during the observation of the practical demonstration are important evidence and should be retained as part of the candidate’s assessment records.








Practical tasksWhile performing the various practical tasks, it is important that the principles of Occupational Health and Safety, and workplace safety requirements be met at all times.

Assessors need to ensure that the specifications for materials/resources used in the practical tasks are consistent with those in the critical aspects of evidence. (Refer to the Mapping of Assessment Tools document for more information.)

Cluster 1 – Real estate core (Real estate professional)The candidate is to complete Tasks 1 and 2 as described below.

Task 1 – Risk management plan

The candidate is to review an industry-recognised risk management model and demonstrate an understanding of how it is applied in the real estate industry.

Task 2 – Understanding and operating within the real estate industry

The candidate is to demonstrate ability to work as an effective real estate practitioner, in particular, in relation to legal and ethical responsibilities.

Cluster 2 – Property leasing professionalTask 3 – Marketing a property for lease

The candidate is to develop a marketing plan for leasing property (choosing from the following – business, residential, retail, rural, commercial or industrial) within an area. The marketing plan is to include the development of a strategy for promotional activities and a process for reviewing the effectiveness of the plan.

Task 4 – Leasing property

The candidate is to develop a suite of documents (in written format) that demonstrate their understanding of how to lease a property.

Cluster 3 – Property management professionalTask 5 – Managing property and tenancy disputes

The candidate is to:

i) participate in a role-play which demonstrates their ability to manage tenancy disputes with a tenant

ii) prepare notes for presentation as a witness at a tribunal.

Task 6 – Preparing property reports

The candidate is to demonstrate their competence in preparing reports for two different types of properties (choosing from the following – business, residential, retail, rural, commercial and industrial).





Cluster 4 – Property sales professionalTask 7 – Knowledge questions

The candidate is to provide written response to knowledge questions to demonstrate their understanding of the process of appraising, listing and marketing a property for sale.

Task 8 – The sales process

The candidate is to provide a written report, detailing how they would negotiate with the buyer through to contract signature.

Cluster 5 – Rural property professionalTask 9 – Leasing rural property

The candidate is to develop a suite of documents (in written format) which demonstrate their understanding of how to lease a rural property.

Task 10 – Selling rural property

The candidate is to provide a written report, detailing how they would negotiate with the buyer through to contract signature for the sale of rural property. In the report, the candidate should specify what they would do differently in the sale of rural property by tender and in the sale of rural property by private treaty.

Cluster 6 – Manage businesses for saleTask 11 – Marketing and selling a business

The candidate is to undertake an appraisal for a business property and determine a marketing strategy for listing that property for sale. The candidate should submit a report including any appropriate proformas used within their agency covering appraisal and marketing.

Task 12 – What makes a good business broker

The candidate is to provide a written report on the competencies, skills and knowledge required to operate successfully as a business broker in the real estate industry.

Cluster 7 – Property industry professionalTask 13 – Working as a team

The candidate is to submit documents that demonstrate their competence at working as a team member. The candidate is required to conduct an OHS inspection of their agency then meet with their team and develop recommendations for improvements and professional development activities around OHS.

Task 14 – Managing conflict

The candidate is to read a case study and answer knowledge questions. The candidate will be assessed on their understanding of conflict resolution and the key issues associated with dealing with people in the property industry.





Instructions for the candidate

Outline of taskFor this task you are to demonstrate an understanding of risk management in the real estate industry.

This task is to be completed orally. You are not required to provide written evidence.

Your Assessor will provide you with a risk management diagram to refer to during the task.

Ask your Assessor if you have any questions or if you require clarification.

Discuss with your Assessor what you understand to be the general principles of risk affecting real estate operations.

You will be assessed on your ability to:

interpret the attached risk management diagram (taken from AS/NZS4360) and its relevance to the real estate industry

demonstrate an understanding of the general principles of risk affecting real estate operations

demonstrate an understanding of the types of strategies used to analyse, evaluate and treat risks in the real estate industry.






Demonstration/Observation ChecklistCluster 1 – Real estate core (Real estate professional)


Candidate’s name

Assessor’s name

Supervisor’s name(if applicable)

Work activity The candidate is to review an industry-recognised risk management model and demonstrate an understanding of how it is applied in the real estate industry.

Cluster 1 – Unit of competency

CPPDSM4015A Minimise agency and consumer risk

Assessment location

Date of demonstration Time

Instructions for the Assessor

The Assessor is to explain to the candidate, before the meeting, what they will need to demonstrate. The candidate can be referred to the instructions before the meeting takes place.

Candidates will be assessed on their ability to:

interpret the attached risk management diagram (taken from AS/NZS4360) and its relevance to the real estate industry

demonstrate an understanding of the general principles of risk affecting real estate operations

demonstrate an understanding of the types of strategies used to analyse, evaluate and treat risks in the real estate industry.

A diagram of the risk management model taken from AS/NZS4360 can be found in Section 8. This should be given to the candidate before they do the practical task, so that they can refer to it as they complete the task.

It is a good idea for the Assessor to take notes during the discussion to refer back to and determine whether there are any gaps in evidence.

Resources required for this task

risk management model from Appendix A







Task 1 – Risk management planCandidate’s name

During the demonstration or observation of skills, did the candidate do the following?

Yes No Assessor’s Notes

Demonstrate an understanding of risk management strategies associated with advising clients on property sales and property management options. q qDemonstrate an understanding of causes and potential impact of risks on agency, clients and other stakeholders. q q

Demonstrate the ability to implement agency procedures and systems to reduce risk. q qDemonstrate the ability to implement agency procedures and systems to minimise consumer risk. q q

Demonstrate the ability to identify potential risks to agency and clients. q qAssessor’s general comments/observations

Assessor’s name Outcome(Please circle)

S(Satisfactory)

NYS(Not Yet Satisfactory)Assessor’s signature

Candidate’s signature Date







Task 2 – Understanding and operating within the real estate industry


Outline of taskFor this task you are to review the following documents:

the Real Estate and Business Agents Act 1978

the Trades Practices Act 1974

the Privacy Act 1983

your agency’s policies and procedures on sales and property management.

Your Assessor will provide you with the aforementioned Acts for reference while you complete the task.

You will need to provide your agency’s policies and procedures on sale and property management and have them available for reference while you complete the task.

Ask your Assessor if you have any questions or if you require clarification.


interpret the legislation affecting real estate operations

document the general principles of the legislation affecting real estate operations

provide an overview of the main roles and responsibilities of a real estate practitioner

outline the key ethical and legal responsibilities of a real estate practitioner (including maintaining registration)

outline the rights of a vendor, buyer and tenant

complete basic agency documents including a key register, sales documents, contracts, lease agreements

document your agency’s methods for gaining listings, methods of selling properties and marketing strategies (provide examples)

map out your relationship in relation to the agency principal.







Task 2 – Understanding and operating within the real estate industryCandidate’s nameAssessor’s nameSupervisor’s name(if applicable)

Work activity The candidate is to demonstrate their ability to work as an effective real estate practitioner, in particular, in relation to legal and ethical responsibilities.

Cluster 1 – Units of competency

CPPDSM4007A Identify legal and ethical requirements of property management to complete agency workCPPDSM4008A Identify legal and ethical requirements of property sales to complete agency work

CPPDSM4009A Interpret legislation to complete agency workCPPDSM4080A Work in the real estate industryCPPDSM4002A Apply knowledge of state or territory legislative and regulatory framework to complete agency work

Assessment location





Task 2 – Understanding and operating within the real estate industryInstructions for the AssessorThe Assessor is to explain to the candidate, before the meeting, what they will need to demonstrate. The candidate can be referred to the instructions before the meeting takes place.The candidate is required to review the following documents: the Real Estate and Business Agents Act 1978 the Trades Practices Act 1974 the Privacy Act 1983 their agency’s policies and procedures on sales and property management.To enable the candidate to complete this task, the Assessor will need to provide them with the following documents: the Real Estate and Business Agents Act 1978 the Trades Practices Act 1974 the Privacy Act 1983.The candidate will need to provide their agency’s policies and procedures on sales and property management.The task requires the candidate to write a report. This should be presented as a typed, printed document.Candidates will be assessed on their ability to: interpret the legislation affecting real estate operations document the general principles of the legislation affecting real estate operations provide an overview of the main roles and responsibilities of a real estate practitioner outline the key ethical and legal responsibilities of a real estate practitioner (including

maintaining registration) outline the rights of a vendor, buyer and tenant complete basic agency documents including a key register, sales documents, contracts

and lease agreements document their agency’s methods of gaining listings, methods of selling properties and

marketing strategies (provide examples) map out their relationship in relation to the agency principal.Documents to be provided by the Assessor can be downloaded from the following websites: the Real Estate and Business Agents Act 1978

<www.austlii.edu.au/au/legis/wa/consol_act/reabaa1978283> the Trades Practices Act 1974

<www.comlaw.gov.au/ComLaw/Legislation/Act1.nsf/asmade/bytitle/6A84A84DC0530959CA256F7200135E67?OpenDocument>

the Privacy Act 1983 <www.privacy.gov.au>.


Task 2 – Understanding and operating within the real estate industryCandidate’s name



During the demonstration or observation of skills, did the candidate do the following?YesNo

Assessor’s NotesDemonstrate a clear understanding of legal requirements.

q

q

Communicate with internal staff effectively on legal issues.

qq

Communicate effectively with clients on all aspects of agency work.

qq

Maintain clear records for compliance purposes.

qq

Articulate to management concerns relating to the completion of work tasks.

qq

Use the organisation’s records system to report on outcomes and progress.

qq

Provide direction to staff as appropriate.

qq

Understand their lines of reporting and areas of responsibility with regards to agency business.

qq



Participate in relevant professional development as required.

qq

Be aware of own limitations in regards to legal requirements.

qq

Follow the agency’s sales process.

qq

Promote a culture of ethical responsibility.

qq

Use external regulatory bodies to ensure compliance with state or territory legislation.

qq

Participate in the growth and development of the agency through continual professional development.

qq

Use systems and process, eg key register to complete work effectively.

qq

Undertake due diligence with regards to handling, recording and/or disbursing monies.

qq

Assessor’s general comments/observations



Assessor’s name

Outcome(Please circle)

S(Satisfactory)


Assessor’s signature

Candidate’s signature

Date




Task 3 – Marketing a property for lease


Outline of taskFor this task you are to develop a marketing plan for leasing a property.


develop a marketing plan for leasing property (choosing from the following – business, residential, retail, rural, commercial or industrial) within an area (including the development of a strategy for promotional activities and a process for reviewing the effectiveness of your marketing plan).

Your marketing plan may include:

tenant profile

market analysis

budget information

timelines for marketing to clients

market conditions/external environmental analysis

contingency plans

copies of promotional tools, eg flyers, print and online advertisements

development of a listing kit (in line with your agency’s corporate image)

development of a database of prospective clients.






Demonstration/Observation ChecklistCluster 2 – Property leasing professionalTask 3 – Marketing a property for lease

Candidate’s name

Assessor’s name


Work activity The candidate is to develop a marketing plan for leasing property (choosing from the following – business, residential, retail, rural, commercial or industrial) within an area (including the development of a strategy for promotional activities and a process for reviewing the effectiveness of the marketing plan).


CPPDSM4011A List property for lease

CPPDSM4013A Market property for lease

Assessment location



The written marketing plan may include:

tenant profile

market analysis

budget information

timelines for marketing to clients

market conditions/external environmental analysis

contingency plans

copies of promotional tools, eg flyers, print and on-line advertisements

development of a listing kit (in line with your agency’s corporate image)

development of a database of prospective clients.


access to a computer with word-processing software (Microsoft® Word)




Demonstration/Observation ChecklistCluster 2 – Property leasing professionalTask 3 – Marketing a property for lease

Candidate’s name


Assessor’s NotesList property or business for lease.

q

q

Promote agency’s property management services.

qq



Establish client requirements.

qq

Negotiate the purchase of property on behalf of the buyer.

qq

Source properties that meet the buyer’s requirements.

qq

Plan and deliver property listing presentations.

qq

Finalise listings for the lease of a property.

qq

Record and act on client’s instructions.

qq

Prepare market materials for the lease of all types of property.

qq

Plan and develop a marketing plan for the lease of all types of property.

qq

Review and report on marketing activities associated with the lease of all types of properties

qq




Assessor’s name


S(Satisfactory)




Date






Outline of taskFor this task you are to develop a suite of documents (in written format) that demonstrate your understanding of how to lease a property.

You will be assessed on your ability to submit documents which demonstrate the following:

completion of a property report (including details of chattels and fixtures, condition, property size and land use type)

preparation of a leasing contract for client signature

development of a process for collecting rent rolls (including how to manage bad debt) and the establishment of a trust account

development of a process for managing new tenants into and out of a property

preparation of a renewal lease agreement.






Demonstration/Observation ChecklistCluster 2 – Property leasing professional


Candidate’s name

Assessor’s name


Work activity The candidate is to develop a suite of documents (in written format) that demonstrate their understanding of how to lease a property.


CPPDSM4010A Lease property CPPDSM4016A Monitor and manage lease or tenancy agreement

Assessment location



The candidate will be assessed on their ability to submit documents with demonstrate the following:


preparation of a leasing contract for client signature

development of a process for collecting rent rolls (including how to manage bad debt) and the establishment of a trust account

development of a process for managing new tenants into and out of a property

preparation of a renewal lease agreement.


access to a computer with relevant software




Demonstration/Observation ChecklistCluster 2 – Property leasing professional

Task 4 – Leasing propertyCandidate’s name


Assessor’s NotesDemonstrate a clear understanding of consumer protection regulations.

q

q

Demonstrate ability to complete agency documents to required standards.

qq



Communicate effectively with clients on tenancy disputes.

qq

Maintain competent records for compliance purposes.

qq

Articulate to management concerns relating to potential bad debt or difficult tenancy issues.

qq

Manage a trust account.

qq

Develop a range of promotional tools in line with agency’s style guides.

qq

Utilise the agency’s listing kit to maximum benefit.

qq

Demonstrate ability to deal with contractual issues relating to tenancy agreements.

qq


Assessor’s name


S(Satisfactory)






Date





Task 5 – Managing property and tenancy disputes


Outline of taskFor this task you are to:

i) participate in a role-play which demonstrates your ability to manage tenancy disputes with a tenant

ii) prepare notes for presentation as a witness at a tribunal.

Read the role-play. You are to act as the agent. The Assessor will be required to complete the observation checklist to determine the success of the role-play.

After you have taken part in the role-play, prepare notes based on the role-play which could be used at a tribunal.

You will be assessed on your ability to complete Parts 1 and 2 of this task, namely:

demonstrate good communication skills, eg conflict resolution and negotiation

apply win-win concepts

provide a written response to a client indicating the outcome of the dispute

prepare notes for a tribunal.

Part 1 – Role-play scenario

Mrs White has been renting a property which you have been managing for three months. You conduct your second property inspection and notice that there are a number of issues relating to the condition of the property (which were not there previously).

Specific conditions include: holes in the carpets, bright coloured paint applied to walls (not agreed as part of the original agreement), broken panes of glass and holes in the wall. It would appear that there has been a party which may have got out of control. Mrs White is a single mum with three school-aged children. She works in a local pharmacy.

You have prepared a report on the condition of the property and would like to meet with Mrs White to discuss the issue, in particular, how she is going to rectify the damage and take responsibility for what has occurred. Mrs White disputes your claim that the damage was recent and her account is that the property was in that condition when she moved into the house.



Part 2 – Preparation of notes

Following your role-play and subsequent attempts to come to a satisfactory conclusion for your client, you have had to serve Mrs White with a notice to terminate the lease agreement. The issue has now gone to a tribunal for resolution.

Prepare a one-page written report of the notes you have gathered as part of this process. These are the notes you are required to produce at the tribunal.



Demonstration/Observation ChecklistCluster 3 – Property management professional

Task 5 – Managing property and tenancy disputes

Candidate’s name

Assessor’s name


Work activity The candidate is to i) participate in a role-play which demonstrates their ability to manage tenancy disputes with a tenant ii) prepare notes for presentation as a witness at a tribunal.


CPPDSM4046A Manage tenancy disputes

CPPDSM4020A Present at tribunals

Assessment location



The Assessor is to familiarise themselves with the role-play.

The candidate is to read the role-play. The candidate is to act as the agent. The Assessor will be required to complete the observation checklist to determine the success of the role-play.

After the role-play, the candidate is to prepare notes based on the role-play which could be used at a tribunal.

Candidates will be assessed on their ability to complete Parts 1 and 2 of this task, namely:

demonstrate good communication skills, eg conflict resolution and negotiation

apply win-win concepts

provide a written response to a client indicating the outcome of the dispute

prepare notes for a tribunal.


area in which to conduct role-play





Task 5 – Managing property and tenancy disputesCandidate’s name


Assessor’s NotesDemonstrate effective communication skills.

q

q

Manage potential conflict.

qq



Demonstrate empathy and support for tenant.

qq

Apply a win-win situation.

qq

Demonstrate effective negotiation skills.

qq

Demonstrate ethical and legal responsibilities.

qq

Demonstrate professional behaviours.

qq

Provide accurate information to tenant.

qq


Assessor’s name


S(Satisfactory)






Date







Outline of taskFor this task you are to demonstrate your competence in preparing reports for two different types of properties. Choose two types of properties from the list below upon which to base your reports:

business

residential

retail

rural

commercial

industrial.

You will be assessed on your ability to prepare two property reports which include a detailed analysis of the following:

architectural and construction styles

basic plans and drawings (if necessary)

building defects

construction features of the building

effects of defects on ability to sell or lease property

risk strategies for managing the property.








Candidate’s name

Assessor’s name


Work activity The candidate is to demonstrate their competence in preparing reports for two different types of properties, choosing two types of properties from the list below upon which to base their reports:

business

residential

retail

rural

commercial

industrial.


CPPDSM4018A Prepare and present property reports

CPPDSM3008A Maintain and protect condition of managed properties

CPPDSM4049A Implement maintenance plane for manage properties

Assessment location



The candidate will be assessed on their ability to prepare two property reports which include a detailed analysis of the following:

architectural and construction styles

basic plans and drawings (if necessary)

building defects

construction features of the building

effects of defects on ability to sell or lease property

risk strategies for managing the property.


access to relevant documents





Task 6 – Preparing property reportsCandidate’s name



q

q

Complete agency documents to required standards.

qq



Communicate effectively with clients on disputes.

qq


qq

Effectively negotiate with tenants and owners.

qq

Effectively undertake a property condition survey.

qq

Complete property condition survey reports to agency standards.

qq

Understand the process of win-win.

qq

Demonstrate ability to develop reports for presentation at hearings.

qq

Articulate agency requirements at tribunals.

qq




Assessor’s name


S(Satisfactory)




Date




Task 7 – Knowledge questions


Outline of taskYou are to provide a written response to the following questions. These questions will demonstrate your understanding of the process of appraising, listing and marketing a property for sale.

You will be assessed on your ability to respond to the following questions.

1. What is the purpose of a property appraisal?

2. Describe a comparative market analysis and a competitive market analysis and their purpose in the property appraisal process.

3. What is the purpose of a marketing plan? What are its main elements?

4. What is the purpose of a market report? What are its main elements?

5. What is the purpose of the listing presentation? What are its main elements?

6. What promotional options are available to a property owner?

7. In discussing the price of a property with a seller, what ethical responsibilities does an agent have?

8. What is ‘prospecting’?

9. List some of the methods of appraisal.

10. List five (5) types of valuation method.






Demonstration/Observation ChecklistCluster 4 – Property sales professional

Task 7 – Knowledge questions

Candidate’s name

Assessor’s name


Work activity The candidate is to provide a written response to the questions listed below (under Instructions for the Assessor). These questions will demonstrate their understanding of the process of appraising, listing and marketing a property for sale.


CPPDSM4003A Appraise property

CPPDSM4012A List property for sale

CPPDSM4014A Market property for sale

Assessment location



The candidate is to provide written answers to the following questions.

1. What is the purpose of a property appraisal?











the suggested answers (Appendix B) for knowledge questions





Task 7 – Knowledge questionsCandidate’s name


Assessor’s NotesDemonstrate understanding of the purpose of a property appraisal.

q

q

Describe the comparative market analysis and a competitive market analysis and their purpose in the property appraisal process.

q



q

Describe the purpose of a marketing plan and its main elements.

qq

Describe the purpose of the listing presentation and its main elements.

qq

Demonstrate understanding of the promotional options available to a property owner.

qq

In discussing the price of a property with a seller, understand the ethical responsibilities an agent has.

qq

Understand the term ‘prospecting’.

qq

Give examples of the methods of appraisal.

qq

Give examples of valuation methods.

qq




Assessor’s name


S(Satisfactory)




Date






Outline of taskYou are to provide a written report detailing how you would negotiate with the buyer through to contract signature.

You will be assessed on your ability to demonstrate an understanding of:

the sales process of an agency

how you negotiate with buyers and submit offers to sellers

how you apply contract construction principles in contracts

how you ensure all ethical standards are maintained during the sales process

an outline of your role in the preparation of contracts and the role of other team members in an agency

how an agency may hold and release deposit monies during the sales process.








Candidate’s name

Assessor’s name


Work activity The candidate is to provide a written report detailing how they would negotiate with the buyer through to contract signature.


CPPDSM4017A Negotiate effectively in property transactions

CPPDSM4022A Sell and finalise the sale of property by private treaty

Assessment location



The candidate will be assessed on their ability to demonstrate an understanding of:

the sales process of an agency

negotiating with buyers and submitting offers to sellers

applying contract construction principles in contracts

how to ensure all ethical standards are maintained during the sales process

an outline of their role in the preparation of contracts and the role of other team members in an agency








Task 8 – The sales processCandidate’s name



q

q

Complete agency documents to required standards.

qq



Communicate effectively with clients on the sale of property.

qq


qq

Effectively negotiate on behalf of the seller.

qq

Develop a sales contract in line with legal requirements.

qq

Understand the sales process.

qq

Implement agency marketing tools to achieve sales.

qq

Demonstrate an understanding of CMA and how it applies to the marketplace.

qq

Demonstrate high levels of negotiation skills.

qq

Apply high levels of ethical standards in the sale of properties



qq


Assessor’s name


S(Satisfactory)




Date




Task 9 – Leasing rural property


Outline of taskFor this task you are to develop a suite of documents (in written format) that demonstrate your understanding of how to lease a rural property.

You will be assessed on your ability to prepare and submit documentation covering the following:


preparation of a leasing contract for client signature for a rural property

development of a process for managing new tenants into and out of a rural property

a list of specialist agencies an agent could use to assist in ensuring all legal and ethical standards are maintained in regards to leasing rural property

an explanation of economic conditions that affect the leasing of rural property as opposed to commercial or industrial properties.






Demonstration/Observation ChecklistCluster 5 – Rural property professional

Task 9 – Leasing rural property

Candidate’s name

Assessor’s name


Work activity The candidate is to develop a suite of documents (in written format) that demonstrate their understanding of how to lease a rural property.


CPPDSM4030A Appraise rural property

CPPDSM4051A Lease rural property

Assessment location



The candidate will be assessed on their ability to prepare and submit documentation covering the following:


preparation of a leasing contract for client signature for a rural property

development of a process for managing new tenants into and out of a rural property

a list of specialist agencies an agent could use to assist in ensuring all legal and ethical standards are maintained in regards to leasing rural property

an explanation of economic conditions that affect the leasing of rural property as opposed to commercial or industrial properties.







Task 9 – Leasing rural propertyCandidate’s name


Assessor’s NotesAppraise the sale price range or rental value of rural property.

qq

Gather and research information on rural property.

q

q



Identify the limitations of rural property appraisals and source specialists advice where required.

qq

Demonstrate knowledge of different property appraisal methods.

qq

Maintain agency property records.

qq

Present information on sale price range or rental value of rural property to clients.

qq

Use appropriate methods for appraising the sale price range or rental value or rural property.

qq


Assessor’s name


S(Satisfactory)




Date









Outline of taskFor this task you are to provide a written report, detailing how you would negotiate with the buyer through to contract signature for the sale of rural property. In your report, you should differentiate what you would do differently in the sale of rural property by tender and in the sale of rural property by private treaty.

You will be assessed on your ability to include the following in your report:

what you understand to be the sales process for the sale of rural property by tender and private treaty

how you negotiate with buyers and submit offers to sellers for the sale of rural property by tender and private treaty

how you apply the principles of rural sales in your contracts

how you ensure all ethical standards are maintained during the sales process by tender and private treaty

an outline of your role in the preparation of contracts and the role of other team members in an agency









Candidate’s name

Assessor’s name


Work activity The candidate is to provide a written report, detailing how they would negotiate with the buyer through to contract signature for the sale of rural property. In their report, they should differentiate what they would do differently in the sale of rural property by tender and in the sale of rural property by private treaty.


CPPDSM4078A Sell rural property by tender

CPPDSM4021A Sell and finalise sale of rural property by private treaty

Assessment location



The candidate will be assessed on their understanding of:

the sales process for the sale of rural property by tender and private treaty

negotiating with buyers and submit offers to sellers for the sale of rural property by tender and private treaty

applying the principles of rural sales in contracts

ensuring all ethical standards are maintained during the sales process by tender and private treaty

their role in the preparation of contracts and the role of other team members in an agency








Task 10 – Selling rural propertyCandidate’s name



q

q

Complete agency documentation to required standards.

q



q

Communicate effectively with clients on the sale of rural property.

qq


qq

Clearly understand the difference between rural sales and residential or business sales.

qq

Utilise appropriate promotional tools for marketing a rural property.

qq

Demonstrate difference between sale of rural property by tender as opposed to private treaty.

qq

Apply ethical standards of behaviours when dealing with rural sellers and rural buyers.

qq

Effectively market a rural property.

qq




Assessor’s name


S(Satisfactory)




Date




Task 11 – Marketing and selling a business


Outline of taskFor this task you are to undertake an appraisal for a business property and determine a marketing strategy for listing that property for sale. You should submit a report including any appropriate proformas used within your agency covering appraisal and marketing.

You will be assessed on your ability to include in your report a detailed analysis of the following:

current market analysis of the likelihood of selling businesses

evaluation methodologies for selling businesses

marketing strategy for listing a business for sale in current climate

promotional tools used to sell a business (including details about how these tools may differ from promotional tools used to market rural or residential property)

agency fee structure of the sale of property

agency’s process for establishing the ownership of the business.






Demonstration/Observation ChecklistCluster 6 – Manage businesses for sale

Task 11 – Marketing and selling a business

Candidate’s name

Assessor’s name


Work activity The candidate is to undertake an appraisal for a business property and determine a marketing strategy for listing that property for sale. The candidate should submit a report including any appropriate proformas used within their agency covering appraisal and marketing.


CPPDSM4029A Appraise business

CPPDSM4053A List business for sale

CPPDSM4069A Promote and market listed business

Assessment location



The candidate will be assessed on their ability to included in their report a detailed analysis of the following:

current market analysis of the likelihood of selling businesses

evaluation methodologies for selling businesses

marketing strategy for listing a business for sale in current climate

promotional tools used to sell a business (including details about how these tools may differ from promotional tools used to market rural or residential property)

agency’s fee structure of the sale of property

agency’s process for establishing the ownership of the business.







Task 11 – Marketing and selling a businessCandidate’s name


Assessor’s NotesEffectively market a business property.

q

q

Demonstrate a clear understanding of consumer protection regulations.

qq



Communicate effectively with clients on the sale of business property.

qq


qq

Clearly understand the difference between business sales and residential or rural sales.

qq

Complete agency documentation to required standards.

qq

Utilise appropriate promotional tools for marketing a business property.

qq

Complete all financial transactions in an ethical manner to the standard of the agency.

qq

Provide advice and guidance as appropriate to sellers.

qq

Model high standards of behaviour.

qq



Build and maintain effective networks.

qq


Assessor’s name


S(Satisfactory)




Date






Outline of taskFor this task you are to provide a written report on the competencies, skills and knowledge required to operate successfully as a business broker in the real estate industry.

You will be assessed on your ability to include the following in your report:

the legal and ethical requirements of a business broker

how business brokers can maintain their current competency through professional development

a range of networking opportunities which may exist for business brokers within the industry

the financial knowledge required of business brokers to work effectively

how business brokers utilise feedback from clients to improve their practice.








Candidate’s name

Assessor’s name


Work activity The candidate is to provide a written report on the competencies, skills and knowledge required to operate successfully as a business broker in the real estate industry.


CPPDSM4079A Work in the business broking sector

Assessment location



The candidate will be assessed on their understanding of:

the legal and ethical requirements of a business broker

how business brokers can maintain their current competency through professional developments

a range of networking opportunities which may exist for business brokers within the industry

the financial knowledge required of business brokers to work effectively

how business brokers utilise feedback from clients to improve their practice.







Task 12 – What makes a good business brokerCandidate’s name


Assessor’s NotesComply with legal and procedural requirements.

q

q

Complete daily work activities.

qq



Identify opportunities for professional development.

qq

Demonstrate knowledge of methods for improving a professional knowledge base.

qq

Maintain a professional approach in business broking.

qq


Assessor’s name


S(Satisfactory)




Date







Task 13 – Working as a team


Outline of taskFor this task you are to submit documents that demonstrate your competence in working as a team member. You are to conduct an OHS inspection of your agency then meet with your team and develop recommendations for improvements and professional development activities around OHS.

You will be assessed on your ability to submit documents that demonstrate the following:

a workplace inspection

a meeting with team members to discuss the outcome of your workplace inspection

a report on feedback and suggestions provided at the meeting to improve the agency requirements in regards to OHS

development of a professional development plan for members of your team relating to their OHS needs.






Demonstration/Observation ChecklistCluster 7 – Property industrial professional

Task 13 – Working as a team

Candidate’s name

Assessor’s name


Work activity The candidate is to submit documents that demonstrate their competence in working as a team member. The candidate is to conduct an OHS inspection of their agency then meet with their team and develop recommendations for improvements and professional development activities around OHS.


BSBWOR402A Promote team effectiveness

BSBLED401A Develop teams and individuals

CPPDSM4057A Monitor a safe workplace in the property industry

Assessment location



The candidate will be assessed on their ability to create and submit documents that demonstrate the following:

a workplace inspection

a meeting with team members to discuss the outcome of your workplace inspection

a report on feedback and suggestions provided at the meeting to improve the agency requirements in regards to OHS

a professional development plan for members of their team relating to their OHS needs.






Demonstration/Observation ChecklistCluster 7 – Property industry professional

Task 13 – Working as a teamCandidate’s name


Assessor’s Notes

Demonstrate an understanding of OHS principles.

q

q

Assist staff members to identify their professional development requirements (including those relating to OHS).

qq



Complete hazard forms in the workplace.

qq

Work effectively as a team member.

qq

Manage conflict situations in the property industry.

qq

Refer situations to the licensee when appropriate.

qq

Manage group interactions effectively.

qq

Promote high standards of behaviour in relation to working with other team members.

qq

Implement strategies to ensure personal security.

qq




Assessor’s name


S(Satisfactory)




Date




Task 14 – Managing conflict


Outline of taskFor this task you are to read the case study below and answer the questions.

You will be assessed on your ability to provide a written response to the case study questions which demonstrate the following:

an understanding of conflict resolution

an understanding of the main issues associated in dealing with people in the property industry.

Case study – A timid agent?

Mary is leaving next month to take up a new position and Brian is clearly the best employee in terms of skills, knowledge and experience to replace her as the sales agent in a particular geographical location. But there is one thing worrying Graham, the licensee, as he contemplates the decision. Can Brian handle conflict disputes between sellers, buyers and potential staff internally to the organisation?

The previous agent who managed that area had his share of conflict over the past 12 months, partly due to Mary’s aggressive sales style, partly to the recent technological changes and partly to one or two bad experiences with buyers who were unhappy with the service they received in that area.

Brian always struck Graham as timid, although that of course doesn’t mean that he is. Perhaps he could stand up to these difficulties as well as anyone – perhaps he could do it better.

Graham wonders if Brian can be trained to resolve conflict. Can he be coached through the first few months until he finds his feet? Graham wonders whether he should take the risk. Brian is in all other respects by far the best choice for that geographical area.

Questions1. What can Graham do to find out whether Brian can handle conflict?

2. Assuming that Brian needs training in conflict, what skills do you suggest he develop?

3. How might Graham test out Brian’s conflict resolution skills to see if he can manage conflict?



4. How could Graham use other staff to help him develop Brian’s conflict management skills?






Demonstration/Observation ChecklistCluster 7 – Property industrial professional

Task 14 – Managing conflictCandidate’s name

Assessor’s name


Work activity The candidate is to read the case study and answer questions relating to conflict management.


CPPDSM4056A Manage conflict and disputes in the property industry

Assessment location



The candidate will be assessed on their ability to create and submit documents that demonstrate the following: a workplace inspection

a meeting with team members to discuss the outcome of your workplace inspection a report on feedback and suggestions provided at the meeting to improve the agency

requirements in regards to OHS a professional development plan for members of their team relating to their OHS needs.

The Assessor needs to familiarise themselves with the case study for this task. The Assessor will need to refer the candidate to the case study.

The candidate will be assessed on their ability to provide a written response to the case study questions which demonstrate the following:

an understanding of conflict resolution. an understanding of the main issues associated with dealing with people in the property

industry.Questions

1. What can Graham do to find out whether Brian can handle conflict?

2. Assuming that Brian needs training in conflict, what skills do you suggest he develop?

3. How might Graham test out Brian’s conflict resolution skills to see if he can manage conflict?

4. How could Graham use other staff to help him develop Brian’s conflict management skills?


questions listed in Task 14




Demonstration/Observation ChecklistCluster 7 – Property industry professional

Task 14 – Managing conflictCandidate’s name


Assessor’s Notes

Use communication techniques to manage and resolve conflict.

q

q

Assess conflict or dispute situations.

qq



Accurately receive and relay information.

qq

Adapt personal styles and techniques to varying social and cultural environments.

qq

Evaluate responses.

qq


Assessor’s name


S(Satisfactory)




Date





CPP40307 Certificate IV in Property Services (Real Estate)Section 5 – Candidate’s Information and Self-Evaluation Forms

PART 2

Section 5

Candidate’s Informationand

Self-Evaluation Forms

It is recommended that candidates be provided with this information before applying for RPL.






What is Recognition of Prior Learning (RPL)?RPL is the acknowledgment of skills and knowledge obtained through learning achieved outside the formal education and training system and includes work and life experience including paid and volunteer work and skills attained through leisure pursuits such as musical, mechanical or linguistic abilities.

RPL recognises any prior knowledge and experience and measures it against the qualification in which students are enrolled. The individual may not need to complete all of a training program if he or she already possesses some of the competencies taught in the program.

Why you should apply for RPLIf you apply for RPL and your application is successful you could:

reduce or eliminate the need for any training in skills and knowledge you already have

save time by not needing to attend any or a reduced number of classes and completing unnecessary work

save money because you will not have to buy textbooks and other learning material

complete your qualification in a shorter time

advance to a higher level qualification in a shorter time if desired.

Some terms you need to understandIt is important that you understand the following term to assist you with your RPL application.

Competence

Competence is the demonstration of skills and knowledge that you have gained through life and work experiences as well as any training that you have successfully completed that can be matched against a set of industry performance standards referred to as units of competency. These units are grouped together to form a specific industry qualification, within the Australian Quality Training Framework (AQTF).

Each unit of competency is divided into elements (a set of activities that lead to an overall achievement or demonstration of competence). Each of these elements is further broken down into a set of performance criteria which give a more detailed description of the skills and knowledge you need to be able to demonstrate.

Matching your evidence against each of the elements/performance criteria will help you to reach your qualification more quickly.



How to prepare for your RPL assessmentIn order for your skills to be formally recognised as part of a national qualification, Assessors must make sure that you (the candidate) have the required skills and knowledge to meet the industry standard as specified in the relevant Training Package.

You must be involved in the RPL process so that all the experience, skills and knowledge you have gained over time can be correctly identified and suitably demonstrated. This evidence is gathered and used in recognition of all or some of the units for the qualification you wish to gain.

All assessment requirements will be discussed with you in advance and you will be given the opportunity to ask questions and clarify requirements. Being prepared for the assessment process and knowing what you need to provide can save you valuable time and ensure that the RPL assessment is as simple and stress-free as possible.

Here are some tips to make the application process and interview easier for you.

1. Your Assessor will ask you to talk about your work roles and your employment history.

Bring a copy of your résumé. You might like to write down any work you have done in the past (paid or unpaid) and where this took place.

2. If you have certificates from any training courses you have completed, bring along either certified copies or the originals to the interview with the Assessor and they can make a copy of them.

3. Bring along any other documentation that you think would support your claim that you have done this work over time.

The following is a list of some of the documents you can provide as examples of your work history:

brief CV

certificates/results of assessment

any licences

tickets held, eg forklift, crane

photographs of work undertaken

diaries/task sheets/job sheets/logbooks

site training records

site competencies held record

membership of relevant professional associations

hobbies/interests/special skills outside work

references/letters from previous employers/supervisors

industry awards

any other documentation that may demonstrate your trade or industry experience or support your claim.



Depending on where you have worked and what the work may have included, you may or may not have documentary evidence. Do not be put off if you do not have documentary evidence, as the Assessor will work with you during the assessment process.

4. Think about whom you would consider to be your workplace contact or referee.

Is your employer happy to support your aim to become qualified?

Would you feel comfortable if the Assessor contacted your current workplace or previous workplace/s to validate your skills and spoke to your supervisor/s or employer/s?

5. You will need to supply the contact details of work referees who can confirm your skills in the industry.

Think about whom the best person to confirm your skill level would be.

Think about current or recent supervisors or employers who have observed your work and who would be able to confirm your previous work skills and experience. The Assessor will need to contact them.

6. You can speak with your Assessor about other ways you can show your skills for the trade or industry in which you are seeking recognition.

These could include letters from employers, records of any training courses or professional development sessions attended, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as there are no confidentiality issues – see below) or any other relevant documents.

Confidentiality issuesIt is important that sensitive information is not included as part of your Supporting Documentation (as identified in Section 6 and any other documentation you wish to use as evidence). You may need authorisation from your supervisor to use some of your evidence, so it is always best to check the privacy and confidentiality policies of the organisation. Client names should be deleted and financial figures or other personal details should be blacked out and made unidentifiable.



The four steps in the RPL assessment processOnce your training organisation has provided you with the information you need to apply for RPL, you need to follow these four steps in order to complete the process.

Step 1 – Self-Evaluation

Before you decide to apply for RPL you need to assess your current competence for one or several units of competency.

Complete the candidate information and self-evaluation forms provided with as much information of your previous work experience as you can.

This will allow for an initial assessment of your experience and a check to see whether you can demonstrate the required skills and knowledge. You can discuss this with an RPL Assessor if you want.

You must be able to provide evidence against the elements/performance criteria for the relevant unit/s of competency.

It is not enough to simply state that you possess the skills and knowledge required. You must be able to demonstrate competence.

This is your opportunity to provide as much proof as you can of the variety of experience you have had. You should supply examples of your work history if you have any. (See Tip 3 above.)

Depending on the trade or industry you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL, as your Assessor will work with you throughout the RPL process.

You will also need to supply the contact details of work referees who can confirm your skills in the industry.

By asking your supervisor to complete their part of your self-evaluation, they will be providing valuable evidence confirming the work experience, skills and knowledge you have demonstrated in the performance of your work duties.

You will also be provided with a list of suggested evidence that you could use to demonstrate that you are competent in a particular unit or units of competency. This list is a guide only. If you have other suitable evidence to support your claim for RPL then you are encouraged to share this with your Assessor.

If you do not believe that you have any suitable evidence, then you should discuss your options with your Assessor.

Once you have completed the self-evaluation and made the decision that you would like to continue with the RPL process, make an appointment for an interview and enrol for RPL.



Note: It is possible to gain RPL for an entire qualification.

Step 2 – Enrolment and interview with the Assessor

An interview with an Assessor who understands your industry will be organised for you. They will review – usually with you – the information and supporting documentation you have provided and match up your skills to the units/subjects in the qualification.

During your RPL interview, your Assessor will discuss with you your self-evaluation and any evidence you have provided.

It is at this point that you will be able to identify any previous work experience and discuss this with your Assessor.

During this conversation, you will be required to answer questions relating to your work experience. This questioning forms part of the assessment, as it will identify your current knowledge and skills regarding the area of industry in which you are applying for recognition.

If you are currently enrolled in a training course relating to this qualification, it is important that you let your Trainer know that you intend to apply for RPL, then nominate the units you have selected for RPL so that the required documentation can be processed and your application can go ahead.

It is at this stage that a decision will be made whether you are able to proceed to the next step or whether you need to undergo gap training.

Step 3 – Practical demonstration of your skills

Your Assessor will organise with you and your employer to conduct a practical skills test at your workplace (if appropriate) or other suitable location.

This is your opportunity to demonstrate your level of competence on a practical level. The assessment will focus on the skills required in the work activities which relate to the qualification in which you are applying for recognition.

Your Assessor will identify the skills they want you to demonstrate by asking you to complete certain tasks.

Step 4 – Provision of further supporting evidence

Your Assessor will need to confirm your previous work experience with someone (such as your supervisor or employer) who can vouch for your skills over a period of time.

They will contact the referees you have provided as part of the candidate information.

Your Assessor may ask you to give your selected workplace contacts or previous employers the Third Party report to complete. Authentication of these reports by the Assessor would then be required.





After the assessmentAfter the assessment, your Assessor will advise you of the units of competency you have successfully completed. You will also be advised whether you have gained the full qualification or if gaps have been identified during the recognition process. If you do have skill gaps, these may be addressed through additional training.

If you have any questions during the RPL process, you should contact your Assessor.

.



Candidate’s Information Form(You may find it easier to provide the information for the following by attaching a résumé.)

Qualification/Industry in which you are seeking recognitionCPP40307 Certificate IV in Property Services (Real Estate)

Personal details

Surname

First name/s

Any other name/s used

Home address

Postal address (if different from above)

Telephone numbers Home: Work:

Mobile: Fax:

Email address

Are you a permanent resident of Australia?

Yes q No q

Do you need an interpreter to help you with an interview? Yes q No qDo you have a disability which we should be aware of? Yes q No qWill you need special aids if you are required to undertake a practical assessment?

Yes q No q

Please provide details of special needs so that we can assist you if required.

Current employment

Are you currently employed? Yes q No qIf ‘yes’, in which occupation are you currently employed?

What is your current job title?

Who is your current employer?

How long have you worked in this job approximately? year/s month/s

Is this occupation in the same industry as the industry in which you are applying for recognition?

Yes q No q If ‘no’, go to the next page.



If ‘yes’, list some of the main tasks you perform as part of your work that you think are relevant to your RPL application.

If you have further recent industry experience relevant to your application, please attach another sheet or your current résumé.

Rate your knowledge and skills against the qualification/industry relevant to your RPL application.

Industry area: Property Services (Real Estate) Yes No Possibly

I think my experience is of a high level. q q qI think I am skilled to do this job. q q qI know how to do the work tasks really well. q q qI can explain my experience and provide documentary evidence. q q q

I have undertaken much of this work without supervision. q q qFurther training

I have attended training courses in this area of work. q qIf ‘yes’, what training did you undertake? Include date training completed (month, year).

Is there any further information you wish to give in support of your application?

Professional referees (relevant to work situation if not already listed on your résumé)

Name

Position

Organisation

Address of organisation

Phone number

Mobile number

Email address



Professional referees (relevant to work situation if not already listed on your résumé)

Name

Position

Organisation

Address of organisation

Phone number

Mobile number

Email address

Candidate’s Employment History Form(You may attach a current résumé in place of completing this section.)

Name, address and phone number

of employers

Period of employment(DD/MM/YYYY) Position/s

heldFull-timePart-timeCasual

Description of major duties

From To

1.

2.

3.

4.

5.

Attach additional sheet if required.

DeclarationI declare that the information contained in this application is true and correct and that all documents are genuine.

Candidate’s signature Date






Candidate’s Self-Evaluation FormCompletion instructionsThe purpose of completing the Self-Evaluation Form is to enable candidates who believe that they already possess the competencies, to assess their skills and knowledge against the qualification.

Complete the following pages and identify your capacity to perform the tasks described. Be honest in your appraisal. By completing this self-evaluation you will be identifying the areas where you may be able to apply for recognition.

NB: If this self-evaluation is being used as evidence, your supervisor must evaluate your ability to perform the work tasks. Your supervisor is also asked to comment on your ability to perform these work tasks and verify this by signing each section.

If this self-evaluation is being used only so that you and your assessor can decide if you should proceed, then it doesn’t have to be verified.

Identify your level of experience in performing each competency/task by using the following:

not well – I do the task but not well.

well – I do the task well.

very well – I do the task really well.

See example below.

Competency/TaskI have performed these tasks Supervisor

Evaluation

Evidence to support claim

Frequently Never Sometimes Doc No.

Documentation provided (Number and name the document you are providing for easy reference)

Using a computer to enter or change work information or data. q

Not Well Not Well

Using personal protective equipment as appropriate to conduct my work safely and in accordance with site and legal requirements.

Wellq

Well1 Copy of Company Personal Protective

Equipment Requirements for my job role.






Candidate’s Self-EvaluationCluster 1 – Real estate core (Real estate professional)Candidate’s name Date

completed



Cluster 1Competency/Task

I have performed these tasksSupervisor’s Evaluation



Documentation provided (Number and name the document you are providing for easy

reference.)

1. Identifying, analysing and implementing risk management strategies to reduce potential risks to agency and clients.

2. Understanding the legal framework within which real estate industries operate.

3. Monitoring and communicating changes to legislation affecting real estate agency work.

4. Defining key roles and operations of a typical real estate agency.

5. Understanding ethical practice where a breach and/or penalty could result.

6. Understanding property management, types of tenancies, leasing property management processes, handling bonds and financial statements.



7. Understanding the main types of selling property and the role of a sales agent in respect of selling.

Candidate’s name Date completed



Supervisor’s comments (Please provide a comment on the candidate’s ability to perform the above work task/s.)



Supervisor’s name Position

Supervisor’s signature Date



Candidate’s Self-Evaluation Cluster 2 – Property leasing professionalCandidate’s name Date

completed








reference.)

1. Communicating with and relating to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities.

2. Listing all types of property and businesses for lease.

3. Implementing procedures for promoting agency’s property management services.

4. Planning and delivering property listing presentations.

5. Finalising listings for a lease of property.

6. Record and acting on client’s instructions.

7. Marketing all types of property and business for lease.

8. Planning and developing a marketing plan.



9. Preparing marketing materials.





I have performed these tasks Supervisor’s Evaluation Evidence to support claim

10. Implementing marketing activities.

11. Reviewing and reporting on marketing plans and activities.

12. Administering the leasing of all types of property.

13. Screening tenant enquiries.

14. Conducting property inspections.

15. Obtaining and reviewing tenancy applications.

16. Placing tenants in property.

17. Recording tenancy agreements.

18. Completing tenancy agreements or lease documentation.

19. Managing properties during the term of leases or tenancy agreements.

20. Managing the renewal and termination of leases and tenancy agreements.
















Candidate’s Self-EvaluationCluster 3 – Property management professionalCandidate’s name Date

completed








reference.)

1. Using communication techniques to manage and resolve tenancy disputes.

2. Appearing effectively before a tribunal.

3. Preparing for tribunal hearings.

4. Acting as a witness before a tribunal.

5. Participating in conciliation hearings.

6. Recognising and analysing property styles and faults.

7. Accessing suitably qualified tradespeople and service providers to undertake property repairs.

8. Applying effective communication and coordination techniques to access property and organise inspection.











reference.)

9. Inspecting managed properties and preparing inspection reports.

10. Demonstrating knowledge of agency practices, legislation and ethical standards affecting the inspection of managed properties.

11. Developing and implementing a maintenance plan for all types of managed properties.












reference.)



Candidate’s Self-EvaluationCluster 4 – Property sales professionalCandidate’s name Date

completed








reference.)

1. Appraising the sale price range or rental value of all forms of property for listing purposes.



2. Listing all types of property and businesses for sale.

3. Marketing all types of property and businesses for sale, including developing a marketing plan and marketing materials.

4. Managing effective negotiations in relation to the sale, lease or management of property.

5. Selling and finalising the sale of all types of property by private treaty.









Candidate’s Self-EvaluationCluster 5 – Rural property professionalCandidate’s name Date

completed








reference.)

1. Appraising the sale price range or rental value of rural property for listing purposes.

2. Administering the leasing of rural property.

3. Conducting the sale of rural property by tender.

4. Managing the contract for sale to settlement.

5. Selling rural property by private treaty.









Candidate’s Self-EvaluationCluster 6 – Manage businesses for saleCandidate’s name Date

completed








reference.)

1. Conducting an appraisal on a business before promoting and marketing the business for sale.

2. Listing a business for sale with a business brokerage.

3. Marketing a listed business within the context of a business brokerage.

4. Complying with legal and procedural requirements.

5. Completing daily work activities.

6. Identifying opportunities for professional development.









Candidate’s Self-EvaluationCluster 7 – Property industry professionalCandidate’s name Date

completed








reference.)

1. Developing team plans to meet expected outcomes.

2. Leading a work team and promoting teamwork.

3. Liaising with management.

4. Determining individual and team development needs.

5. Facilitating the development of a work group.

6. Using communication techniques to manage and resolve conflict and disputes in the property industry.

7. Following and promoting OHS policies and procedures to ensure own safety and that of others in the workplace.












CPP40307 Certificate IV in Property Services (Real Estate)Section 6 – Third Party Report and Supporting Documentation

Section 6

Third Party Report and

Supporting Documentation

It is recommended that the Assessor verify the third party report with the person who completes the form to confirm the candidate’s skills in different contexts over time.

This information may be provided at, and form part of, the interview.






Third Party Report(Referee testimonial)

All people who verify your work are to complete the details below to ensure validity. (You may need multiple copies of this form.)

CPP40307 Certificate IV in Property Services (Real Estate)

Candidate’s nameReferee’s name(Name of person providing this evidence)Position/titleWorkplaceWorkplace address

Telephone numbersEmail addressThis report was completed via interview by Assessor q independently by referee q

Interview conducted by(if applicable)Date of interviewInstructions As part of the assessment for the Certificate IV in Property Services

(Real Estate), the candidate requires evidence from a third party (employer, supervisor or equivalent). This evidence will be used to validate the candidate’s skills and experience.A letter of support from the organisation validating a range of tasks performed by the candidate over a period of time is useful in identifying competence.

To whom it may concernRe: ________________________ who is a ________________________. (insert candidate’s name) (insert industry/job title)

I certify that the above-named person has:worked at ________________________ for a period of ________________________ (insert name of workplace) (insert length of time).

They have regularly completed the following activities to an acceptable workplace/industry standard within this organisation. (Insert activities)

Yes No

I understand the evidence/tasks the candidate has performed on which I am required to comment.

q q

I am willing to be contacted if further verification of my statements is required. q q

If you would like further information or would like to discuss any of the above, I can be contacted on ____________________________________ (insert phone number).

Yours sincerely

Signature: ________________________________ Date: ________________________








Supporting DocumentationThe following tables provide guides of additional evidence sources to support your claim for Recognition of Prior Learning. If you have other evidence, you are encouraged to provide this to your Assessor.

If you do not have all this evidence, you are not excluded from applying for recognition and you should discuss options with your Assessor.

If you are providing documents as evidence then it is a good idea to number each document for easy identification. Place the number of the relevant document against the evidence listed below.

Candidate’s name:Date:

CPP40307 required documentary evidence Document number

1. Risk management plan or similar, demonstrating understanding of risk management strategies associated with advising clients on property sales and property management options

2. Key register

3. Property marketing plan

4. Property marketing materials

5. Sales documents

6. Contracts

7. Tenancy agreements and/or lease documentation

8. Condition reports

9. Record of tenancy arrangements

10. Prepared agency agreement

11. Documentation for agency disbursements

12. Sales presentations

13. Business appraisal

14. Team plan

15. Team communication plan

16. Learning plans








Assessor’s Evidence Summary SheetThe Assessor completes this table during the assessment to record the evidence collected.

It is expected that this evidence summary sheet (or similar) is attached to the evidence.

Candidate’s name

Date

Unit Code Unit Title

Evidence collected

Com

pete

ncy

dem

onst

rate

d

Que

stio

ns

Prac

tical

Third

Par

ty

Rep

ort

Oth

er

evid

ence

Core units

CPPDSM4007A Identify legal and ethical requirements of property management to complete agency work

q Yesq No

CPPDSM4008A Identify legal and ethical requirements of property sales to complete agency work

q Yesq No

CPPDSM4009A Interpret legislation to complete agency workq Yesq No

CPPDSM4015A Minimise agency and consumer riskq Yesq No

CPPDSM4080A Work in the real estate industryq Yesq No

Elective units

CPPDSM4002AApply knowledge of state or territory legislative and regulatory framework to complete agency work

q Yesq No

CPPDSM4011A List property for leaseq Yesq No

CPPDSM4013A Market property for leaseq Yesq No

CPPDSM4010A Lease propertyq Yesq No

CPPDSM4016A Monitor and manage lease or tenancy agreement

q Yesq No

CPPDSM4046A Manage tenancy disputesq Yesq No

CPPDSM4020A Present at tribunalsq Yesq No

CPPDSM4018A Prepare and present property reportsq Yesq No


q Yesq No



Unit Code Unit Title

Evidence collected

Com

pete

ncy

dem

onst

rate

d

Que

stio

ns

Prac

tical

Third

Par

ty

Rep

ort

Oth

er

evid

ence

CPPDSM4049A Implement maintenance plan for managed properties

q Yesq No

CPPDSM4003A Appraise propertyq Yesq No

CPPDSM4012A List property for saleq Yesq No

CPPDSM4014A Market property for saleq Yesq No

CPPDSM4017A Negotiate effectively in property transactionsq Yesq No


q Yesq No

CPPDSM4030A Appraise rural propertyq Yesq No

CPPDSM4051A Lease rural propertyq Yesq No

CPPDSM4078A Sell rural property by tenderq Yesq No


q Yesq No

CPPDSM4029A Appraise businessq Yesq No

CPPDSM4053A List business for saleq Yesq No

CPPDSM4069A Promote and market listed businessq Yesq No

CPPDSM4079A Work in the business broking sectorq Yesq No

BSBWOR402A Promote team effectivenessq Yesq No

BSBLED401A Develop teams and individualsq Yesq No


q Yesq No


q Yesq No

Assessor’s signatureAssessor’s nameDate


CPP40307 Certificate IV in Property Services (Real Estate)Section 7 – Mapping of Assessment Tools

Section 7

Mapping ofAssessment Tools

This section contains tables with mapping of each of the Assessment Tools provided, against the requirements of the units of competency for the qualification that makes up this RPL Assessment Tool Kit.

It is important to note that this section is used for validation purposes only.

Whilst all effort is made to ensure that all the unit requirements for each unit are covered, the developers do not give any warranty nor accept any liability in relation to the mapping provided.

Note: It is recommended that these Assessment Tools be validated prior to using them for the first time or after any customisation has been made, to ensure they meet the requirements of the organisation and meet AQTF Standards.






Mapping document for Cluster 1

Using this documentThis document is mapped to the direct sources of evidence required to satisfy competence in this particular cluster.

Each of the columns reflects the particular tool in use, and the numbers relate to the question numbers in that tool which support the relevant performance criteria, critical aspects of evidence or required knowledge and skills in this cluster.

Note: The final column, ‘Supplementary evidence’, refers to any suggested sources of documentary evidence that the candidate may use to support their application for RPL.






Evidence MatrixThe evidence matrix below identifies how each of the questions in the Interview Question Bank (Section 3) and the Practical Tasks (Section 4) demonstrate competence against the elements, performance criteria and critical aspects of evidence, underpinning skills, knowledge and dimensions of competency (Task Skill – TS, Task Management Skill – TMS, Contingency Management Skill – CS, Job Role Environment – JRE).

Cluster 1 – Real estate core (Real estate professional)Units of competencyCPPDSM4007A Identify legal and ethical requirements of property management to complete agency workCPPDSM4008A Identify legal and ethical requirements of property sales to complete agency workCPPDSM4009A Interpret legislation to complete agency work


Element Performance Criteria Question Practical Tasks SupplementaryEvidence


Element 1 – Apply knowledge of property management

1.1 Purpose of property management and relationship with asset management are identified in line with agency practice.

Q1, 2 Task 2 (TS, JRE)

1.2 Roles and responsibilities of government agencies regulating the lease and management of property are identified in relation to agency practice.


1.3 Legislation regulating the lease and management of properties is identified in the context of agency practice.

Q1 Task 2 (TS, JRE)

1.4 Types of tenancies are identified in line with legislation. Q6 Task 2 (TS, JRE)

1.5 Principles of property management are identified in the context of legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

1.6 Ethical and conduct standards and key principles of consumer protection, equal employment opportunity and privacy legislation in relation to property management are identified in the context of legislative requirements and agency practice.

Q3 Task 2 (TS, JRE)

Page 213 of 451 © Department of Training and Workforce Development 2010Version 1, May 2023






Element 2 – Develop knowledge of property management process

2.1 Need for demonstrating effective communication strategies in establishing rapport with clients, determining client needs, providing accurate advice, addressing client concerns and dealing with conflict is identified in line with agency practice.

Q6 Task 2 (TS, JRE)

2.2 Listing opportunities are identified and assessed in the context of legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.3 Authority documents and other agency documents for property management are identified in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.4 Strategies for marketing property are identified and assessed in the context of legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.5 Property leasing process is identified in the context of legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.6 Statutory and agency leasing documents are identified, completed and stored in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.7 Procedures for managing leased properties are identified and assessed in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)







2.8 Procedures for terminating leases and vacating leased properties are identified in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

2.9 Statutory and agency documents to terminate a tenancy are identified, completed and stored in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

Element 3 – Handle moneys

3.1 Processes for receiving, recording, lodging and releasing bonds or security deposits are identified in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

3.2 Processes for receiving, recording, processing and disbursing trust moneys are identified in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

3.3 Processes for preparing and forwarding financial statements to landlord are identified in the context of legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

Element 4 – Identify roles and responsibilities of agency personnel in property management

4.1 Roles and responsibilities of agents in leasing and managing property are identified in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

4.2 Agent commission and management fees are identified and calculated in compliance with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

4.3 Strategies for resolving disputes between landlord and Q6 Task 2 (TS, JRE)Page 215 of 451 © Department of Training and Workforce Development 2010

Version 1, May 2023






tenant are identified and evaluated in line with legislative requirements and agency practice.

4.4 Effective communication strategies for managing conflicts involving clients are identified and evaluated in line with legislative requirements and agency practice.

Q6 Task 2 (TS, JRE)

Element 5 – Use key register

5.1 Key register system is accessed and maintained in line with agency practice.

Q6 Task 2 (TS, JRE)

5.2 Security of register and keys is maintained in line with agency practice.

Q6 Task 2 (TS, JRE)

Critical aspects of evidence

Ability to communicate effectively and accurately with clients. Q6 Task 2 (TS, JRE)

Accurately completing statutory and agency residential tenancy documentation, including authority, leasing and termination documents.

Knowledge of ethical and conduct standards and key principles of consumer protection, equal employment opportunity and privacy in relation to the leasing and management of property.

Knowledge of the process of leasing and managing property.

Knowledge of legislation and the regulatory framework relevant to the leasing and management of property.

Critical aspects of Knowledge of the roles, rights and responsibilities of the agent and tenant.







evidence (continued) Using and maintaining a key register.

Required knowledge Agent fees. Q6 Task 2 (TS, JRE)

Contract law in the real estate industry, including agent liability for breach of contract and negligence.Ethical and conduct standards relevant to licensed real estate agents and real estate representatives.Key principles of consumer protection, equal employment opportunity and privacy legislation.Key register.

Process of leasing and managing property, including prospecting, obtaining listings, gaining authorities to lease and manage property, advertising, managing tenancy applications and agreements, preparing property condition reports, conducting inspections, handling terminations and vacations and maintaining property.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection

Required knowledge (continued)

environmental issues OHS







privacy property management trade practices.

Risks and risk management strategies.Roles and responsibilities of estate agency personnel in relation to property management.Roles and responsibilities of government agencies regulating the lease and management of property.Types of tenancies.Trust funds and legislative controls on trust funds.

Required skills Ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities.

Q6 Task 2 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations, employment contracts and licensing requirements.

Computing skills to access agency and resource databases, use standard software packages, send and receive emails, access the internet and web pages, and complete and lodge standard documents online.

Required skills (continued)

Decision-making and problem-solving skills to analyse situations and make decisions associated with the leasing and management of property.







Literacy skills to access and interpret a variety of texts, including leases; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete prescribed forms.

Negotiation and conflict resolution skills to resolve disputes with tenants and landlords.

Planning, organising and scheduling skills to undertake work-related tasks such as inspecting properties.

Research skills to identify and locate documents and information relating to property management

Risk management strategies associated with advising clients on property management options.

Self-management skills to organise own work, deliver quality customer service and effectively manage competing demands.

Teamwork skills to work effectively in and promote communication between sales, property management and administrative teams in an agency environment.







Element 1 – Develop knowledge of property sales

1.1 Types and characteristics of land tenure systems are identified in line with legislation.


1.2 Legislation regulating the sale of properties is identified in line with agency practice.


1.3 Information provided on the Certificate of Title is checked for accuracy against the agency agreement.


1.4 Types of property ownership are identified in line with legislation.


1.5 Legal requirements relating to the sale of property are identified and interpreted in line with legislation and agency requirements.

Q1 Task 2 (TS, JRE)

1.6 Requirements of ethical and conduct standards and consumer protection and privacy legislation in relation to the sale of property are identified in line with legislative requirements and agency practice.

Q1 Task 2 (TS, JRE)

Element 2 – Develop knowledge of sales process

2.1 Need for demonstrating effective communication strategies in establishing rapport with clients, determining client needs, providing accurate advice, addressing client concerns and dealing with conflict is identified in line with agency practice.

Q7 Task 2 (TS, JRE)

2.2 Listing opportunities are identified and assessed in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)







2.3 Methods of selling property are identified and assessed in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.4 Sale authority agreements are identified, completed and stored in line with legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.5 Strategies for marketing property are identified and assessed in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.6 Purpose and terms of statutory statements required to be prepared by sellers for the sale of property and businesses are identified and interpreted in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.7 Contractual documents relating to the sale of property are identified, interpreted, completed and stored in line with legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.8 Process for settling the sale of property is identified in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

2.9 Processes for receipt, recording, banking and release of deposit moneys are identified in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

Element 3 – Identify roles 3.1 Relationship between salesperson and agency principal is identified in the context of legislative requirements and

Q7 Task 2 (TS, JRE)







and responsibilities of sales personnel

agency practice.

3.2 Roles and responsibilities of agent in sale of property including general disclosure requirements are identified, interpreted and assessed in the context of legislative requirements and agency practice.


3.3 Restrictions on agents purchasing property and sanctions for violations of restrictions are identified, interpreted and complied with in line with legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

3.4 Controls and sanctions on secret commissions are identified in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)

3.5 Entitlements and commissions for agents are identified and calculated in the context of legislative requirements and agency practice.

Q7 Task 2 (TS, JRE)


Ability to communicate effectively and accurately with clients. Q3, 7 Task 2 (TS, JRE)

Application and knowledge of ethical and conduct standards and key principles of consumer protection and privacy in relation to the sale of property.

Application and knowledge of the sales process, including ways of obtaining listings, methods of selling property,







strategies for marketing property, and the process for settling the sale of property.

Application and knowledge of accurately completing statutory and agency sales documentation, including authorities and contracts.

Application and knowledge of the legislation and regulatory framework relevant to the sale of property.

Application and knowledge of the role and responsibilities of the agent in the sale of property, including the legislative restrictions on agents purchasing property and the controls and sanctions associated with secret commissions.

Required knowledge Agent entitlements and commissions. Q3, 7 Task 2 (TS, JRE)

Contract law in the real estate industry, including agent liability for breach of contract and negligence.

Ethical and conduct standards relevant to licensed real estate agents and real estate representatives.

Key principles of consumer protection and privacy legislation.

Key principles and terminology of property law.


Legislative limitations on agency practice.

Offences and penalties under legislation.







Relevant federal, and state or territory legislation and local government regulation relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy property sales.

Risk and risk management strategies.

Roles and responsibilities of estate agency personnel in relation to the sale of property.

Sales process, including ways of obtaining listings, methods of selling property, strategies for marketing property, and the process for settling the sale of property.

Trust funds and legislative controls on trust funds.



Analytical skills to interpret documents such as legislation, regulations, contracts, contract notes, sale authority







documents and Certificates of Title.


Decision-making and problem-solving skills to analyse situations and make decisions associated with the sale of property.

Literacy skills to access and interpret a variety of texts, including contracts; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete prescribed forms.

Negotiation skills required for interacting with sellers and buyers.

Numeracy skills to calculate and interpret data, such as deposits, entitlements and commissions.


Planning, organising and scheduling skills to undertake work-related tasks, such as preparing correspondence, organising deposits and arranging property inspection.

Research skills to identify and locate documents and information relating to the sale of property.







Risk management skills to identify risks associated with discussing sale and purchase options with sellers and buyers.



Verbal communication skills required for face-to-face communication with real estate sellers and buyers.






CPPDSM4009A Interpret legislation to complete agency work

Element 1 – Identify legal principles and legislative requirements affecting real estate operations

1.1 Legal framework in which real estate agencies operate is identified.


1.2 Components of statute law and their relationships are identified with respect to their application to real estate practice.


1.3 Source documents for legislation and regulations relevant to the provision of real estate agency services are identified and accessed.


Element 2 – Interpret legislative requirements affecting real estate operations

2.1 Structure of real estate legislation and regulations and the effect on their interpretation are identified.


2.2 Common interpretation problems with real estate legislation and regulations are identified.


2.3 Rules and techniques for interpreting real estate legislation and regulations are identified and applied.


Element 3 – Identify changes to legislation and regulations affecting agency operations

3.1 Processes that lead to changes in real estate legislation and regulations are identified.


3.2 Source documents for amendment legislation relevant to the provision of real estate agency services are identified and accessed.


3.3 Techniques for tracking amendments to real estate legislation and regulations are identified and applied.








3.4 Implications of changes to legislative and regulatory requirements are identified and addressed in line with agency practice.


3.5 Strategies for identifying amendments to legislation and regulations are implemented.


3.6 Changes to legislative and regulatory requirements are communicated to appropriate people in line with agency policy.


Element 4 – Comply with relevant industry codes

4.1 Industry codes of conduct are sourced and accessed. Q1, 2 Task 2 (TS, JRE)

4.2 Relationship between industry codes of conduct and legislative requirements are identified.


4.3 Key principles and responsibilities of industry codes of conduct are interpreted and applied to own work in line with agency practice.


4.4 Personal ethical behaviour demonstrates a commitment to comply with industry codes of conduct.


Element 5 – Maintain records of legislation and industry codes

5.1 Agency processes and the personnel responsible for monitoring and communicating changes to legislation and industry codes of conduct are identified.


5.2 Relevant records of legislation and industry codes of conduct are maintained.









Applying rules and techniques to interpret appropriately legislative provisions affecting real estate operations.


Applying techniques to track amendments to legislation in a timely manner.

Applying strategies to communicating legislative requirements and amendments to appropriate people in the agency in a timely manner.

Identifying changes to legislation and industry codes of conduct affecting agency operations.

Knowledge of general principles of legislation, regulations and industry codes of conduct affecting real estate operations.

Maintaining appropriate and up-to-date records of legislation and industry codes of conduct.

Required knowledge Codes of conduct. Q1, 2 Task 2 (TS, JRE)

Common problems associated with interpreting legislation.

Principles of legislation.

Required knowledge

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices







(continued) employment and industrial relations financial services leases OHS privacy property sales and management.



Analytical skills to interpret documentation such as parliamentary documents, legislation, regulations and codes of conduct.

Application of risk management strategies associated with compliance with legislation, regulations and codes of practice.


Decision-making and problem-solving skills to analyse situations and make decisions consistent with legislative and regulatory requirements.








Literacy skills to access and interpret a variety of texts, including legislation, regulations and codes of practice; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard and statutory forms.

Planning, organising and scheduling skills to maintain currency of agent and agency copies of legislation, regulations and codes of conduct.

Research skills to identify and locate legislation, regulations and codes of conduct.









Element 1 – Identify potential risks to agency and clients

1.1 Sources of information and tools for identification of actual and potential risks are accessed.

Q8 Task 1 (TS, CS, JRE)

1.2 Actual and potential risks to agency, clients and other stakeholders are identified.


1.3 Agency representations and information provided by clients are confirmed and assessed in line with agency practice.


1.4 Identified risks are documented according to agency and legislative requirements.


Element 2 – Analyse causes and potential impact of risks on agency, clients and other stakeholders

2.1 Causes of risks are analysed in line with agency practice. Q8 Task 1 (TS, CS, JRE)

2.2 Potential impact of risks on agency, clients and other stakeholders is determined.


2.3 Consequences, likelihood and severity of risks are assessed.


2.4 Risk categorisation is undertaken and risk priorities are set.


2.5 Risk analysis processes and outcomes are documented. Q8 Task 1 (TS, CS, JRE)







Element 3 – Implement agency procedures and systems to minimise risk

3.1 Options for minimising risks, including legislative measures, are determined and assessed for strengths and weaknesses.


3.2 Risks are continuously monitored in line with agency practice.


3.3 Agency procedures and systems for controlling risks, including handling complaints, are identified and implemented, as required.


3.4 Control measures are chosen and implemented as required.


3.5 Risk treatment plans are implemented as required. Q8 Task 1 (TS, CS, JRE)

Element 4 – Implement agency procedures and systems to minimise consumer risk

4.1 Risks to consumers engaged in business dealings with the agency are identified and assessed in line with legislative requirements and agency practice.


4.2 Consumer risks are continually monitored in line with agency practice.


4.3 Agency procedures and systems for minimising consumer risk are identified and implemented as required.


4.4 Personal skills in identifying and assessing consumer risk are reviewed, and where appropriate, strategies are implemented for improving this aspect of professional








practice.


Analysing the causes and potential impact of risks on agency, clients and other stakeholders.


Establishing ongoing monitoring and reporting systems to minimise risks to agency, clients and other stakeholders.

Identifying and implementing agency policies and procedures for minimising and treating risks.

Identifying actual and potential risks to agency, clients and other stakeholders.

Identifying, minimising and responding to consumer risks associated with agency operations.

Required knowledge Agency policies and procedures, including: policies and procedures for risk management risk management strategies.


Approaches for monitoring the risk environment.

Principles of legislation.


Auditing requirements.

Australian and New Zealand risk management standards







Causes of risks.

Classification of risks.

Complaint-handling procedures.

Consumer risk.

Impact of risks on agency, clients and other stakeholders.

Insurance policies, codes and operations.

Potential impact of risk.

Reasons for monitoring risk environment.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering auctions consumer protection, fair trading and trade practices employment and industrial relations financial services leasing OHS







privacy property sales and management.

Sources of information on risk.Sources of risk.Techniques and tools for identifying and analysing risk.



Analytical skills to interpret documents such as legislation, regulations, sale authorities, reports from professional service providers and contracts.

Application of risk identification, assessment, treatment and monitoring skills.



Decision-making and problem-solving skills to analyse risk situations and make decisions consistent with legislative and ethical requirements.

Literacy skills to access and interpret a variety of texts, © Department of Training and Workforce Development 2010 Page 236 of 451Version 1, March 2010






including legislation, regulations and rules of ethics; prepare general information and papers; prepare formal and informal letters; prepare reports and applications; and complete standard and statutory forms.

Numeracy skills to perform and apply calculations used in risk identification, assessment, treatment and monitoring.

Planning, organising and scheduling skills to undertake work-related tasks associated with identifying, assessing, treating and monitoring risks.

Research skills to identify and locate documents and information relating to identifying and treating risks.








CPPDSM4080A Work in the real estate industry

Element 1 – Develop knowledge of estate agency operations

1.1 Key features of the agency principal relationship are identified and interpreted according to legislative requirements and agency practice.

Q3 Task 2 (TS, TMS, JRE)

1.2 Roles and responsibilities of key personnel involved in estate agencies are identified in line with legislative requirements and agency practice.


1.3 Information on key operations of estate agencies is identified in the context of legislative and agency requirements.


1.4 Forms of business ownership, organisational structure and services offered by estate agencies, including liabilities and responsibilities, are identified.


Element 2 – Interpret and comply with legislative and agency requirements

2.1 Approaches for sourcing and accessing legislation relevant to agency operations are applied.


2.2 Legislation and ethical and conduct standards relevant to estate agency operations, including legislative limitations on agency practice, are identified to ensure compliance with legislative and agency requirements.


2.3 Licensing and eligibility requirements for licensed real estate agents, real estate representatives and other employees, including offences and penalties, are identified to ensure compliance with legislative and agency requirements.








2.4 Key provisions of consumer protection and privacy legislation are identified in relation to agency practice.


2.5 Purpose of trust funds and the key legislative controls on trust funds relevant to authorised employees are identified to ensure compliance with legislative and agency requirements.


2.6 Roles and responsibilities of government agencies and industry bodies are identified in relation to agency practice.


2.7 Personal understanding of legislative requirements is assessed and verified with relevant people.


2.8 Situations in which specialist advice is required are identified and sources of appropriate advice are determined in line with agency practice.


Element 3 – Model ethical practice

3.1 Ethical and conduct standards, including penalties for breaches, are identified and interpreted to ensure compliance with legislative requirements and industry and agency practice.


3.2 Agent’s liability for breach of contract and negligence is identified in the context of legislative and agency requirements.


3.3 Personal understanding of ethics and conduct standards Q5 Task 2 (TS, TMS, Page 239 of 451 © Department of Training and Workforce Development 2010

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required for good agency practice is verified with relevant people to ensure compliance with legislative requirements and industry and agency practice.

JRE)

3.4 Situations in which specialist advice is required are identified and sources of appropriate advice are determined in line with legislative and agency requirements.


Element 4 – Identify industry employment requirements

4.1 Industry employment requirements are identified and interpreted to ensure compliance with legislative requirements and agency practice.


4.2 Employee and employer rights and responsibilities regarding conditions of employment are identified and interpreted to ensure compliance with legislative requirements and agency practice.


4.3 Effective communication strategies are employed to establish rapport with clients, determine client needs, and provide accurate advice and follow-up services in line with agency practice.


4.4 Personal presentation and professional image are assessed for compliance with industry and agency norms.


4.5 Personal knowledge and skills in providing real estate services are assessed against industry competency








standards and other relevant benchmarks to determine continuing training needs and priorities.

4.6 Opportunities for continuing training to maintain currency of competence and develop specialist and advanced skills and knowledge are identified, planned and applied in line with agency practice.



Application and knowledge of the ethical and conduct standards relevant to licensed real estate agents, real estate representatives and support staff.

Q1, 3, 5 Task 2 (TS, TMS, JRE)

Application and knowledge of the key operations of estate agencies and the roles and responsibilities of agency personnel.

Knowledge of legislation and the regulatory framework relevant to real estate agency, including the roles and functions of government regulatory agencies and industry bodies.

Application and knowledge of the key principles of consumer protection and privacy legislation.

Knowledge of the agency principal relationship.

Application and knowledge of employment requirements for estate agents, including the rights and responsibilities of employers and employees.







Application and knowledge of the licensing and eligibility requirements for estate agents and other employees, and penalties associated with related offences.

Required knowledge Agency principal relationship. Q1, 3, 5 Task 2 (TS, TMS, JRE)

Continued training needs for agents and agents’ representatives.

Employee and employer rights and responsibilities.

Ethical and conduct standards.

Features of good agency practice.

Forms of business ownership, and organisational structure and services offered by estate agencies.

Key operations of estate agencies.

Key principles of consumer protection and privacy legislation.

Legislative limitations on agency practice.

Licensing requirements for estate agents.


Nature of trust funds and key legislative controls on trust funds.

Offences and penalties under the legislative framework.

Relevant federal, and state or territory legislation and local







government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy.

Risks and risk management strategies.

Roles and function of industry bodies.

Roles and functions of government regulatory agencies.

Roles and responsibilities of estate agency personnel.

Sources of specialist advice relating to real estate operations.


Q1, 3, 5 Task 2 (TS, TMS, JRE)

Analytical skills to interpret documents such as legislation, regulations, employment contracts and licensing requirements.

Application of risk management strategies associated with advising clients on property sales and property management







options.


Decision-making and problem-solving skills to analyse situations and make decisions consistent with legislative and ethical requirements.

Literacy skills to access and interpret a variety of texts, including legislation, regulations and rules of ethics; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard forms.

Negotiation skills to assist clients with property sales and property management matters.


Numeracy skills to calculate and interpret data, such as commissions and entitlements.

Planning, organising and scheduling skills to undertake work-related tasks such as inspecting properties.

Research skills to identify and locate documents and information relating to real estate operations.

Self-management skills to organise own work, deliver quality







customer service and effectively manage competing demands.







CPPDSM4002A Apply knowledge of state or territory legislative and regulatory framework to complete agency work

Element 1 – Source and apply information on real estate industry in relevant state or territory

1.1 Sources of information on the real estate industry in relevant state or territory are identified and accessed.


1.2 Information is obtained to assist effective work performance within the industry.


1.3 Information on related industries is sourced. Q1, 2 Task 2 (TS, JRE)

1.4 Knowledge of the real estate industry is applied in the correct context to enhance quality of work performance.

Q1, 2, 4 Task 2 (TS, JRE)

1.5 Current issues of concern to the industry are monitored. Q1, 2, 4 Task 2 (TS, JRE)

1.6 Updated knowledge is shared with clients and colleagues as appropriate and incorporated into day-to-day work activities.


Element 2 – Source and apply relevant state or territory legislation and regulations affecting agency operations

2.1 Sources of information on state or territory legislation and regulations affecting agency operations are identified and accessed.


2.2 Relevant state and territory legislation and regulations are obtained to assist effective work performance.


2.3 Day-to-day real estate industry activities are conducted according to relevant legislative and regulatory requirements.


Critical aspects of Knowledge of legislative and regulatory framework applying to real estate agency operations in relevant state or territory.








evidence Knowledge of real estate industry required to work effectively in relevant state or territory.

Sourcing and applying information on the real estate industry in relevant state or territory.

Sourcing and applying legislation and regulations affecting agency operations, particularly property sales and management, in relevant state or territory.

Required knowledge Ethical standards. Q1, 2, 4 Task 2 (TS, JRE)

Real estate codes of conduct.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services franchises and business structure OHS privacy property sales and management real estate licensing.








Sources of information on state or territory legislation and regulations affecting real estate operations.

Sources of information on the real estate industry at state or territory level.

Statutory records.

Written communication, such as letters and emails.



Analytical skills to interpret documents such as legislation, regulations and codes of conduct.

Application of risk management strategies associated with applying legislation, regulations and codes of practice relevant to real estate operations.

Computing skills to access agency databases, compose electronic documents and complete standard and statutory forms online.


Decision-making and problem-solving skills to analyse situations and make decisions consistent with state or territory legislative and regulatory requirements.







Literacy skills to access and interpret a variety of texts, including legislation, regulations and codes of practice; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard and statutory forms.

Planning, organising and scheduling skills to access and maintain copies of legislation, regulations and codes of conduct.

Research skills to identify and locate state and territory legislation, regulations and codes of conduct relevant to real estate operations.








Each of the columns reflects the particular tool in use, and the numbers relate to the question numbers in that tool which support the relevant performance criteria, critical aspects of evidence or required knowledge and skills in these clusters.








Cluster 2 – Property leasing professionalUnits of competencyCPPDSM4011A List property for leaseCPPDSM4013A Market property for lease




Element 1 – Promote agency’s property management services

1.1 Promotional activities for gaining new agency listings are evaluated and implemented in line with agency practice and legislative requirements.

Q1 Task 3 (TS, JRE)

1.2 Promotional activities aimed at existing agency clients to attract new listings are planned and implemented in line with agency practice and legislative requirements.

Q1 Task 3 (TS, JRE)

1.3 Business and personal referral networks are established and maintained in order to attract property listings.

Q1 Task 3 (TS, JRE)

1.4 Communication with agency sales department is maintained to identify potential new listings and provide sales staff with rental appraisals.

Q1 Task 3 (TS, JRE)

Element 2 – Establish client requirements

2.1 Enquiries from potential clients regarding property listings are handled promptly to enable high quality service delivery according to agency practice.

Q1 Task 3 (TS, JRE)

2.2 Appropriate rapport is established with potential client. Q1 Task 3 (TS, JRE)

2.3 Client requirements regarding property are clarified and accurately assessed using appropriate interpersonal communication techniques.

Q1 Task 3 (TS, JRE)

2.4 Appointment is made with client to discuss property listing Q1 Task 3 (TS, JRE)

Page 253 of 451 © Department of Education and Training 2010Version 1, March 2010






in line with agency practice.

Element 3 – Plan property listing presentation

3.1 Preparations are made for property listing presentation in line with agency practice.

Q1 Task 3 (TS, JRE)

3.2 Promotional material and listing kit are prepared to highlight benefits of agent and agency in line with agency practice, ethical standards and legislative requirements.

Q1 Task 3 (TS, JRE)

Element 4 – Deliver property listing presentation

4.1 Visual inspection of property is conducted to provide client with a realistic range of marketing and leasing options.

Q1 Task 3 (TS, JRE)

4.2 Key decision makers are identified to ensure that their needs and concerns are met in the listing presentation.

Q1 Task 3 (TS, JRE)

4.3 Market influences likely to affect the property listing are discussed with the client.

Q1 Task 3 (TS, JRE)

4.4 Recommended property improvements, estimated costs and likely influence on leasing of property and rental return are discussed with the client.

Q1 Task 3 (TS, JRE)

4.5 Property appraisal is provided that includes realistic estimate of likely rental return.

Q1 Task 3 (TS, JRE)

4.6 Promotional materials, agency listing kit and relevant legal and financial information are used to support the listing presentation.

Q1 Task 3 (TS, JRE)

4.7 Appropriate marketing activities are discussed with client. Q1 Task 3 (TS, JRE)

4.8 Agency services, fees and charges are discussed with Q1 Task 3 (TS, JRE)© Department of Training and Workforce Development 2010 Page 254 of 451Version 1, March 2010






the client.

4.9 Client is given time and space to evaluate agency services while time is used to maximum advantage to promote agency.

Q1 Task 3 (TS, JRE)

4.10 Client questions are answered fully and honestly.

4.11 Effective interpersonal communication skills are used to respond to client questions and concerns.

Element 5 – Finalise property listing

5.1 Client agreement to list property with agency is confirmed.

Q1 Task 3 (TS, JRE)

5.2 Statutory and agency listing documentation is explained to client in line with agency practice and legislative requirements.

Q1 Task 3 (TS, JRE)

5.3 Agency fees and conditions are negotiated and agreed with the client.

Q1 Task 3 (TS, JRE)

5.4 Effective communication skills and negotiation techniques are used to respond to client questions and concerns.

Q1 Task 3 (TS, JRE)

5.5 Property details are recorded accurately and correctly. Q1 Task 3 (TS, JRE)

5.6 Listing documentation is completed in line with agency practice and legislative requirements.

Q1 Task 3 (TS, JRE)

Element 6 – Record and act on instructions

6.1 Client instructions are recorded to meet legislative requirements and agency record-keeping requirements.

Q1 Task 3 (TS, JRE)

6.2 Business documents are produced to reflect advice to relevant parties involved in the listing transaction.

Q1 Task 3 (TS, JRE)







6.3 Information to clients is provided to reflect progress made within the terms of the agreement.

Q1 Task 3 (TS, JRE)


Confirming buyer engagement of the agency in line with agency practice, ethical standards and legislative requirements.

Q1 Task 3 (TS, JRE)

Establishing buyer requirements in line with agency practice, ethical standards and legislative requirements.

Knowledge of agency practice, ethical standards and legislative requirements affecting the sale or purchase of properties.

Maintaining communication with sellers and buyers monitoring settlement of the sale in line with agency practice, ethical standards and legislative requirements.

Negotiating the purchase of property on behalf of the buyer in line with agency practice, ethical standards and legislative requirements.

Sourcing properties that meet buyer requirements in line with agency practice, ethical standards and legislative requirements.

Required knowledge Consumer protection principles that impact on the sale of property, including: cooling off provisions false representations and misleading conduct in relation

to the sale of land impact of consumer protection legislation on contracts

Q1 Task 3 (TS, JRE)







insurance provisions penalties and remedies for breaches protection offered for consumers rights and obligations of estate agents secret commissions ethical and conduct standards.


General legal principles that impact on property law relating to the sale of property including: adverse possession contracts easements fee simple and life estates general law system and the Torrens system of title mortgages real and personal property

restrictive covenants types of interest.

Methods of sale including: auction off the plan private treaty reverse auction







set sale specialised properties tender.

Negotiation techniques.

Property inspections.

Property sales including: after-sales procedures agency and statutory documentation.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services franchises and business structure OHS privacy property sales.


Role and responsibilities of buyer’s agents including:






CPPDSM4011A List property for lease acting in the client’s interests client authority confidentiality conflict of interest fair trading fiduciary obligations inducements knowledge of legislation licensing obtaining the best possible purchase price privacy referral of buyer to service providers rights and duties.


Q1 Task 3 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations, sale authorities, reports from professional service providers and contracts.Application of risk management strategies associated with advising buyers on selection of properties.Computing skills to access agency databases, send and receive emails and complete standard forms online.Decision-making and problem-solving skills to analyse situation and make decisions consistent with legislative and ethical requirements.Literacy skills to access and interpret a variety of texts,






CPPDSM4011A List property for leaseincluding legislation, regulations and rules of ethics; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard forms.Negotiation skills to reach agreement with sellers and real estate agents acting on behalf of sellers, on the price and conditions of sale of property.Numeracy skills to calculate and interpret data such as agency fees for the provision of services to buyers.Planning, organising and scheduling skills to undertake work-related tasks such as inspecting properties.Research skills to identify and locate documents and information relating to property sales.







Element 1 – Develop marketing plan for property

1.1 Potential tenant profile and benefits of effectively marketing property for lease are discussed with landlord.


1.2 Strategies and timeframe for marketing property, including possible marketing activities, are discussed with landlord.


1.3 Costs of different marketing strategies and activities are discussed with landlord.


1.4 Marketing plan for property is prepared and presented to landlord in line with agency practice.


1.5 Marketing plan, including marketing activities and budget, is agreed with landlord.


Element 2 – Check marketing materials

2.1 Marketing materials that reflect agreed property and agency marketing plan are developed within agreed budget and timeframes.


2.2 Marketing materials are checked for accuracy and compliance with agency and legislative requirements.


Element 3 – Implement marketing activities

3.1 Persons involved in marketing property for lease are briefed on their roles and responsibilities to ensure success of marketing activities.


3.2 Marketing activities are implemented in line with agreed marketing plan and budget.


3.3 Responsibility is assigned for ongoing monitoring of marketing activities.


3.4 Marketing activities are implemented that comply with Q2 Task 3 (TS, TMS, Page 261 of 451 © Department of Education and Training 2010

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agency practice, ethical standards and legislative requirements.

JRE)

3.5 Landlord is kept informed of progress of marketing activities according to agency practice and legislative requirements.


Element 4 – Review and report on marketing activities and plan

4.1 Marketing activities are reviewed against aims and objectives of marketing plan.


4.2 Feedback on outcomes of marketing activities is sought using reliable methods and verifiable data according to agency practice.


4.3 Need for alternative marketing activities and adjustments to marketing plan are assessed in consultation with relevant people if property proves difficult to lease.


4.4 Effectiveness of planning and marketing processes is assessed to identify possible improvements in future activities.


4.5 Costs and timelines are analysed to evaluate and improve future marketing initiatives.


4.6 Conclusions are prepared from verifiable evidence and advice is provided on future marketing initiatives.



Implementing marketing activities for the lease of all types of property in line with agency practice, ethical standards and legislative requirements.


Knowledge of agency practice, ethical standards and







legislative requirements associated with marketing all types of property for lease.

Planning and developing marketing plans for the lease of all types of property in line with agency practice, ethical standards and legislative requirements.

Preparing marketing materials for the lease of all types of property in line with agency practice, ethical standards and legislative requirements.

Reviewing and reporting on marketing activities associated with the lease of all types of businesses.

Required knowledge Ethical standards associated with marketing properties for lease.


Factors considered in review of effectiveness of marketing strategy, plan, activities and materials.

Factors influencing choice of marketing strategy.


Marketing activities including: advertising, including print and electronic media agency property guide brochures direct marketing business-to-business marketing inspections mail-outs







networking open house signboards seminars targeting markets by service type internet and online advertising, including web pages,

virtual tours and online directories marketing budget marketing materials marketing plan.


Marketing strategies for: businesses commercial properties development properties, including subdivision and

multi-unit sites industrial properties residential properties retail properties rural properties.

Principles underpinning effective marketing materials including: action attention desire







interest.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy property management risks and risk management strategies.

Strategies if properties prove difficult to lease.



Analytical skills to interpret documents such as legislation, regulations and property documentation.Application of risk management strategies associated with advising clients on approaches to marketing properties for lease.Computing skills to access agency databases, send and receive emails and complete standard forms online.Decision-making and problem-solving skills to analyse situations and make ethical marketing decisions consistent with legislative and ethical requirements.Literacy skills to access and interpret a variety of texts,






CPPDSM4013A Market property for leaseincluding legislation, regulations and rules of ethics; prepare general information and papers; prepare marketing materials and marketing plans; and complete standard forms.Negotiation skills to assist landlords to decide on marketing activities, budgets and timeframes.Numeracy skills to calculate and interpret data, such as costs of marketing activities, and to ensure compliance with agreed marketing budgets.Planning, organising and scheduling skills to implement marketing plans.Research skills to identify and locate documents and information to prepare marketing plans for specified properties.






CPPDSM4010A Lease property

Element 1 – Screen tenant enquiries

1.1 Enquiries from potential tenants regarding lease of property are handled promptly to enable high quality service delivery in line with agency requirements.

Q3 Task 4 (TS, JRE)

1.2 Appropriate rapport is established with potential tenants. Q3 Task 4 (TS, JRE)

1.3 Enquiries from potential tenants are screened to determine their preferences, needs, financial limits and capacity to pay and care for the property in line with agency practice and legislative requirements.

Q3 Task 4 (TS, JRE)

1.4 Factors likely to influence the lease of properties are identified and potential tenant intentions clarified.

Q3 Task 4 (TS, JRE)

1.5 Discussions with potential tenants are undertaken using promotional materials detailing agency rental arrangements and effective interpersonal communication techniques to identify and match stated requirements with known listings.

Q3 Task 4 (TS, JRE)

1.6 Strategies for assisting potential tenants to decide to view properties are implemented in line with agency practice, ethical standards and legislative requirements.

Q3 Task 4 (TS, JRE)

1.7 Areas of dispute are analysed and evaluated in line with agency practice and market expectations to enable resolution of dispute.

Q3 Task 4 (TS, JRE)

1.8 Agency records associated with prospective tenant enquiries are completed in line with agency practice.

Q3 Task 4 (TS, JRE)

Element 2 – Undertake 2.1 Appointments are made for property inspections in line with agency practice, ethical standards and legislative

Q3 Task 4 (TS, JRE)







property inspection requirements.

2.2 Preparations are made for property inspection in line with agency practice.

Q3 Task 4 (TS, JRE)

2.3 Procedure for property inspections, including key control, orientation of prospective tenant to property and strategies for ensuring security of managed property, is implemented in line with agency practice.

Q3 Task 4 (TS, JRE)

2.4 Effective questioning techniques are used to clarify prospective tenant’s interest in the property

Q3 Task 4 (TS, JRE)

2.5 Agency documentation associated with inspections is completed in line with agency practice and legislative requirements.

Q3 Task 4 (TS, JRE)

Element 3 – Obtain and review tenancy applications

3.1 Tenancy applications are reviewed to ensure that they have been completed in a full and accurate manner, consistent with legislative requirements and agency practice.

Q3 Task 4 (TS, JRE)

3.2 Applicants’ references are checked and results recorded according to legislative requirements, ethical standards and agency practice.

Q3 Task 4 (TS, JRE)

3.3 Application processes are reviewed to ensure compliance with ethical standards and legislative requirements.

Q3 Task 4 (TS, JRE)

3.4 Procedures for gaining landlord approval for tenancy are implemented in line with legislative requirements, ethical standards and agency practice.

Q3 Task 4 (TS, JRE)







3.5 Effective negotiation techniques are used to persuade and reach agreement between landlord and tenant on terms of tenancy agreement or lease.

Q3 Task 4 (TS, JRE)

3.6 Selected and unsuccessful applicants are notified and details are recorded in agency systems.

Q3 Task 4 (TS, JRE)

Element 4 – Complete tenancy documentation and place tenant in property

4.1 Tenancy agreement or lease documentation is produced and completed in line with agency practice, legislative requirements and landlord instructions.

Q3 Task 4 (TS, JRE)

4.2 Procedures for placing new tenant in property are implemented in line with legislative requirements, ethical standards and agency practice.

Q3 Task 4 (TS, JRE)

4.3 Required government fees and duty are paid in line with legislative requirements.

Q3 Task 4 (TS, JRE)

4.4 Security deposits are obtained, deposited and recorded as required by agency practice and legislative requirements.

Q3 Task 4 (TS, JRE)

4.5 Tenancy agreement or lease documentation is served to relevant parties in required timeframes.

Q3 Task 4 (TS, JRE)

Element 5 – Record tenancy arrangements

5.1 Tenancy database is updated to record details of tenancy arrangements in line with agency practice.

Q3 Task 4 (TS, JRE)

5.2 Trust account transactions are accurately recorded to show moneys taken in and disbursements made in line with agency practice, tenancy agreement or lease documentation, and legislative requirements.

Q3 Task 4 (TS, JRE)








Critical aspects of evidence (continued)

Completing tenancy agreement or lease documentation in line with agency practice, ethical standards and legislative requirements.

Q3 Task 4 (TS, JRE)

Conducting inspections for prospective tenants in line with agency practice, ethical standards and legislative requirements.

Knowledge of agency practice, ethical standards and legislative requirements associated with leasing different forms of property.

Knowledge of consumer protection principles and the rights and obligations of licensed real estate agents and real estate representatives in regard to the leasing of property.

Obtaining and reviewing tenancy applications in line with agency practice, ethical standards and legislative requirements.

Placing tenants in property in line with agency practice, ethical standards and legislative requirements.

Recording tenancy arrangements in line with agency practice.

Screening tenant enquiries in line with agency practice, ethical standards and legislative requirements.

Required knowledge Computing skills to access agency databases, send and receive emails and complete standard forms online.

Q3 Task 4 (TS, JRE)

Decision-making and problem-solving skills to analyse







situations associated with leasing different forms of property and making decisions consistent with legislative and ethical requirements.

Literacy skills to access and interpret a variety of texts, including legislation and regulations, prepare general information and papers, prepare formal and informal letters, and complete standard and statutory forms.

Negotiation skills to reach agreement with landlords and tenants on tenancy agreement or lease conditions.

Numeracy skills to calculate and interpret data, such as rents and security deposits.

Planning, organising and scheduling skills to place new tenants in rented properties.

Research skills to identify and locate documents and information relating to leasing different types of managed properties.


Consumer protection, including: consumer protection principles relevant to the lease of

property effect of consumer protection legislation on contracts penalties and remedies available for breaches of

consumer protection legislation protection offered to consumers under consumer

protection legislation in relation to the lease of property







purpose rights and obligations of real estate agents under

consumer protection legislation in relation to the lease of property

contracts ethical practices associated with leasing property.

Property inspection, including: agency documentation benefits conducting and following up property inspections key control planning property inspections promotional materials security of managed properties.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering consumer protection, fair trading and trade practices employment and industrial relations financial services leasing OHS







privacy rent rights and duties of tenant and landlord risks and risk management strategies.


Screening tenants including: capacity to pay and care for property financial limits marketing aids matching suitable properties to tenant needs motives needs preferences residential tenancy databases strategies for assisting potential tenants to view

properties.

Tasks associated with placing new tenants in rental properties, including: government fees and duties keys rights and obligations security deposits and bonds tenancy documentation.

Leases and tenancy agreements, including:






CPPDSM4010A Lease property condition report and disclosure statements fixed and periodic format of agreements key features of different types of leases and tenancy

agreements legal obligations of agent, landlord and tenant limitations associated with rejecting an application from a

prospective tenant rents, security deposits and bond moneys statutory and agency documentation types of leases and tenancy agreements, such as

residential, retail, holiday, industrial and commercial.


Tenancy application processes, including: criteria for selecting tenants interviewing tenants gaining landlord approval notifying selected tenants obtaining and reviewing tenancy applications recording tenancy arrangements reviewing references reviewing tenancy applications tenancy application forms.

Trust accounts.








Q3 Task 4 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations and property documentation.

Application of risk management strategies associated with advising clients on approaches to marketing properties for lease.

Computing skills to access agency databases, send and receive emails and complete standard forms online.


Decision-making and problem-solving skills to analyse situations and make ethical marketing decisions consistent with legislative and ethical requirements.

Literacy skills to access and interpret a variety of texts, including legislation, regulations and rules of ethics; prepare general information and papers; prepare marketing materials and marketing plans; and complete standard forms.

Negotiation skills to assist landlords to decide on marketing activities, budgets and timeframes.

Numeracy skills to calculate and interpret data, such as costs of marketing activities, and to ensure compliance with agreed marketing budgets.

Planning, organising and scheduling skills to implement marketing plans.







Research skills to identify and locate documents and information relating to leasing different types of managed properties.







Element 1 – Implement conditions of lease or tenancy agreement

1.1 Rights and duties of tenants and landlords or agents during the lease or tenancy agreement are identified in line with ethical standards, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

1.2 Inspections of managed properties are conducted and condition reports are prepared in line with lease or tenancy agreement, landlord instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

1.3 Rental moneys are collected and processed in line with lease or tenancy agreement, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

1.4 Reports are accurately prepared and routinely communicated to landlord on rental moneys collected or in arrears.

Q4 Task 4 (TS, JRE)

1.5 Strategies for collection of rental arrears are discussed with and agreed to by landlord prior to implementation of collection process.

Q4 Task 4 (TS, JRE)

1.6 Procedures for collection of rental arrears are implemented in line with landlord instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

1.7 Tenants in arrears are routinely followed up to obtain payment or vacant possession in line with landlord instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

1.8 Where necessary, claims against rental bonds are prepared and forwarded to the appropriate authority

Q4 Task 4 (TS, JRE)







within specified timeframe of the outgoing property inspection.

1.9 Rent increases and reviews are conducted in line with lease or tenancy agreement, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

Element 2 – Respond to enquiries from tenants and landlords

2.1 Enquiries from tenants and landlords regarding managed property are handled promptly to enable high quality service delivery in line with agency requirements.

Q4 Task 4 (TS, JRE)

2.2 Appropriate rapport is established with tenants and landlords.

Q4 Task 4 (TS, JRE)

2.3 Appropriate interpersonal communication skills are used to clarify enquiries from tenants and landlords.

Q4 Task 4 (TS, JRE)

2.4 Enquiries from tenants and landlords are resolved in terms of lease, tenancy agreement or management agreement or are referred to appropriate people in line with agency practice.

Q4 Task 4 (TS, JRE)

Element 3 – Plan for renewal of leases and tenancy agreements

3.1 Agency renewal patterns for leases and tenancy agreements are assessed and strategies developed to maximise benefits for agency and landlords.

Q4 Task 4 (TS, JRE)

3.2 Lease and tenancy agreement expiries are scheduled to ensure renewals are obtained prior to expiry dates.

Q4 Task 4 (TS, JRE)

Element 4 – Manage renewals of leases and

4.1 Property is inspected and an accurate report is produced on property conditions and maintenance requirements in line with legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)







tenancy agreements 4.2 Property condition reports and rental details are provided to tenants prior to renewal of lease or tenancy agreement.

Q4 Task 4 (TS, JRE)

4.3 Conditions of lease or tenancy agreement renewal are negotiated and agreed with all parties.

Q4 Task 4 (TS, JRE)

4.4 Lease or tenancy agreement renewal documentation is prepared and provided to tenant and finalised in line with legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

Element 5 – Manage termination of lease or tenancy agreement on behalf of landlord

5.1 Documentation required to terminate a lease or tenancy agreement on behalf of landlord is prepared in line with landlord instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

5.2 Notice is given to tenant according to client instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

5.3 Rights of tenant with regard to terminating a lease or tenancy agreement are observed in line with legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

5.4 Property inspections are conducted in line with client instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

5.5 Effective interpersonal communication techniques and negotiation skills are used with the landlord and tenant to obtain satisfactory conclusion to tenancy.

Q4 Task 4 (TS, JRE)

5.6 Relevant procedures are implemented on behalf of Q4 Task 4 (TS, JRE)







landlord to claim an entitlement to retain part or all of security deposit or bond money, if required, in line with landlord instructions, legislative requirements and agency practice.

5.7 Effective interpersonal communication techniques and negotiation skills are used to clarify issues and resolve disputes with landlords and tenants emanating from the termination of leases and tenancy agreements.

Q4 Task 4 (TS, JRE)

5.8 Regular reports are provided to landlord on termination process and outcomes in line with agency practice.

Q4 Task 4 (TS, JRE)

Element 6 – Respond to termination of lease or tenancy agreement initiated by tenant

6.1 Rights of tenant to terminate lease or tenancy agreement are observed in line with legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

6.2 Tenant intention to terminate lease or tenancy agreement is communicated to landlord and instructions are taken from landlord in line with agency practice.

Q4 Task 4 (TS, JRE)

6.3 Property inspections are conducted in line with landlord instructions, legislative requirements and agency practice.

Q4 Task 4 (TS, JRE)

6.4 Effective interpersonal communication techniques and negotiation skills are used with the landlord and tenant to obtain satisfactory conclusion to tenancy.

Q4 Task 4 (TS, JRE)

6.5 Relevant procedures are implemented on behalf of landlord to claim an entitlement to retain part or all of the security deposit or bond money, if required, in line with landlord instructions, legislative requirements and agency

Q4 Task 4 (TS, JRE)







practice.

6.6 Effective interpersonal communication techniques and negotiation skills are used to clarify issues and resolve disputes with landlords and tenants emanating from the termination of leases and tenancy agreements.

Q4 Task 4 (TS, JRE)

6.7 Regular reports are provided to landlord on termination process and outcomes in line with agency practice.

Q4 Task 4 (TS, JRE)


Implementing the conditions of leases and tenancy agreements, including conducting inspections, preparing condition reports, collecting rents, monitoring rent arrears and implementing rent reviews and increases, in line with agency practice, ethical standards and legislative requirements.

Q4 Task 4 (TS, JRE)

Knowledge of agency practice, ethical standards and legislative requirements associated with monitoring and managing properties during the term of a lease or tenancy agreement and the renewal or termination of leases and tenancy agreements.


Knowledge of rights and duties of tenants and landlords or agents with regard to the termination of leases and tenancy agreements.

Knowledge of the rights and duties of landlords and tenants with regard to the renewal of leases and tenancy agreements.

Managing the termination of leases and tenancy agreements on behalf of landlords.

Planning and managing the renewal of leases and tenancy







agreements.

Responding to requests from tenants and landlords.

Responding to the termination of leases or tenancy agreements initiated by tenant.

Required knowledge Access to tenanted retail properties. Q4 Task 4 (TS, JRE)


Consumer protection, including: consumer protection principles relevant to leases and

tenancy agreements effect of consumer protection legislation on contracts penalties and remedies available for breaches of


protection legislation in relation to leases or tenancy agreements

rights and obligations of estate agents under consumer protection legislation in relation to the lease of property

Contracts.

Ethical practices associated with leases and tenancy agreements.

Inspecting tenanted premises.

Insurance for managed properties.

Rights and obligations of a landlord, agent and tenant during © Department of Training and Workforce Development 2010 Page 282 of 451Version 1, March 2010






lease or tenancy agreement.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering consumer protection, fair trading and trade practices employment and industrial relations financial services leasing OHS privacy.


Rent, including: payment receipting, banking and recording rent arrears rent increases rent reviews.

Renewal of leases and tenancy agreements, including: benefits of tenancy renewal renewal strategies relevant to different types of property,

such as residential,







commercial, industrial and rural scheduling tenancy renewals strategies for gaining tenancy renewals tenancy lease and renewal patterns.

Risks associated with renewing and terminating leases and tenancy agreements for managed properties.


Leases and tenancy agreements, including: condition report and disclosure statements fixed and periodic format of agreements key features of the different types of leases and tenancy

agreements legal obligations of agent, landlord and tenant rents, security deposits and bond moneys.

Termination of leases and tenancy agreements, including: relevant documentation rents, security deposits and bond moneys rights of landlords and tenants trust accounts.


Q4 Task 4 (TS, JRE)







Analytical skills to interpret documents such as agency and statutory forms associated with leases, tenancy agreements and management agreements.

Application of risk management strategies associated with the rights of landlords and tenants during the terms of leases or tenancy agreements.



Numeracy skills to calculate and interpret data, such as rents and rent arrears.

Decision-making and problem-solving skills to analyse situations associated with implementing the terms of leases or tenancy agreements and making decisions consistent with legislative and ethical requirements.

Literacy skills to access and interpret a variety of texts, including legislation, regulations, leases and tenancy agreements; prepare general information, papers, and formal and informal letters; and complete standard and statutory forms.

Negotiation skills to reach agreement with landlords and tenants on terms of leases and tenancy agreements.

Planning, organising and scheduling skills to perform tasks associated with monitoring the renewal and termination of leases and tenancy agreements

Research skills to identify and locate documents and







information relating to the conditions of leases and tenancy agreements.













Cluster 3 – Property management professionalUnits of competencyCPPDSM4046A Manage tenancy disputesCPPDSM4020A Present at tribunalsCPPDSM4018A Prepare and present property reports




Element 1 – Assess tenancy dispute

1.1 Tenancy dispute is identified and responses are evaluated in line with agency practice and legislative requirements.


1.2 Causes of tenancy dispute are accurately recognised and appropriate responses are identified to prevent escalation in line with agency procedures.

Q1 Task 5 (TS, JRE)

1.3 Rights of tenants and landlords in regard to dispute are identified in line with legislative requirements, ethical standards and agency practice.

Q1 Task 5(TS, JRE)

1.4 Effective interpersonal communication skills are used to elicit and interpret verbal and non-verbal information from landlords and tenants.

Q1 Task 5 (TS, JRE)

1.5 Effective communication techniques are used to ensure an accurate exchange of information with landlords and or tenants.

Q1 Task 5 (TS, JRE)

1.6 Situations requiring specialist advice are identified and assistance is sought as required in line with agency practice.

Q1 Task 5 (TS, JRE)







Element 2 – Resolve tenancy disputes

2.1 Tenancy dispute is negotiated and resolved constructively in line with agency procedures.

Q1 Task 5 (TS, JRE)

2.2 Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.

Q1 Task 5 (TS, JRE)

2.3 Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences in line with agency practice.

Q1 Task 5 (TS, JRE)

2.4 Contradictions, ambiguity, uncertainty or misunderstandings are identified and clarified in line with agency practice.

Q1 Task 5 (TS, JRE)

2.5 Factors that might affect the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.

Q1 Task 5(TS, JRE)

2.6 Legal dispute resolution strategies are assessed and implemented if dispute is unable to be resolved.

Q1 Task 5 (TS, JRE)

Element 3 – Evaluate response to tenancy dispute

3.1 Effectiveness of response to tenancy dispute is evaluated and reviewed in line with legislative requirements and agency practice.

Q1 Task 5 (TS, JRE)

3.2 Response evaluation findings are organised in a format suitable for analysis in line with organisational requirements.

Q1 Task 5 (TS, JRE)

3.3 Incident observations are provided in an accurate, Q1 Task 5 (TS, JRE)







concise and constructive manner when reviewing and debriefing situations.

3.4 Business equipment and technology are used to prepare records and reports in line with applicable OHS, legislative and agency requirements.

Q1 Task 5 (TS, JRE)

3.5 Information is securely maintained with due regard to confidentiality, legislative requirements and agency practice.

Q1 Task 5 (TS, JRE)


Critical aspects of

Adapting interpersonal style and techniques to varying social and cultural environments in order to manage and resolve tenancy disputes in line with agency practice, ethical standards and legislative requirements.

Q1 Task 5 (TS, JRE)

Assessing tenancy dispute situations in line with agency practice, ethical standards and legislative requirements.Evaluating effectiveness of agent and agency response to tenancy disputes.Knowledge of agency practice, ethical standards and legislative requirements in relation to tenancy disputes.Knowledge of agents, landlords and tenants rights and duties in relation to tenancy disputes.Knowledge of consumer protection principles in relation to tenancy disputes.

Knowledge of tenancy dispute resolution strategies.

Using communication techniques to manage and resolve







evidence (continued) tenancy disputes in line with agency practice, ethical standards and legislative requirements.

Using different strategies, including negotiation, mediation, tribunals and courts, to manage and resolve tenancy disputes in line with agency practice, ethical standards and legislative requirements.

Required knowledge


Conflict resolution strategies. Q1 Task 5 (TS, JRE)

Consumer protection legislation, including: consumer protection principles relevant to leases or

tenancy agreements effect of consumer protection legislation on contracts effects of consumer protection legislation on leases and

tenancy agreements penalties and remedies available for breaches of


protection legislation in leases or tenancy agreements purpose rights and obligations of estate agents, landlords and

tenants under consumer protection legislation in relation to leases or tenancy agreements

contracts ethical practices associated with tenancy disputes

Powers of courts and tribunals with regard to tenancy disputes,






CPPDSM4046A Manage tenancy disputesincluding: evidence jurisdiction orders procedures.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services OHS privacy property management residential tenancies.

Risks and risk management strategies associated with handling tenancy disputes.


Leases and tenancy agreements, including: condition report and disclosure statements







fixed and periodic format of agreements key features of the different types of leases and tenancy

agreements legal obligations of agent, landlord and tenant renewal of leases and tenancy agreements rents, security deposits and bond moneys termination of leases and tenancy agreements tenancy disputes requiring agency and statutory

documentation ways of managing tenancy disputes and resolution

procedures that require documentation, procedures, advantages and disadvantages, include: court, direct communication, mediation, negotiation and tribunals.

Trust accounts.


Q1 Task 5 (TS, JRE)

Analytical skills to interpret documents such as agency and statutory forms associated with leases or tenancy agreements.Application of risk management strategies associated with the rights of landlords, agents and tenants with regard to tenancy disputes.

Computing skills to access agency databases, send and







receive emails and complete standard forms online.

Decision-making and problem-solving skills to analyse situations associated with tenancy disputes and make decisions in line with legislative and ethical requirements.Literacy skills to access and interpret a variety of texts, including legislation, regulations, leases and tenancy agreements; prepare general information, papers, and formal and informal letters; and complete standard and statutory forms.Negotiation skills to reach agreement with landlords and tenants on tenancy disputes.


Numeracy skills to calculate and interpret data, such as cost of damage to managed property and proportion of bond money or security deposit to be claimed by landlord to cover costs of repairs to damaged properties

Planning, organising and scheduling skills to perform tasks associated with resolving tenancy disputes

Research skills to identify and locate documents and information relating to leases and tenancy agreements.







Element 1 – Prepare for tribunal

1.1 Process for making an application to the relevant tribunal or court is followed.

Q2 Task 5 (TS, JRE)

1.2 Documentation required for application to the relevant tribunal is accurately completed.

Q2 Task 5 (TS, JRE)

1.3 Evidence and other documentation required for tribunal or court are prepared and reviewed in line with agency practice.

Q2 Task 5 (TS, JRE)

1.4 Advice from appropriate assisting professionals is sought in preparing for tribunal hearing, as required, in line with agency practice.

Q2 Task 5 (TS, JRE)

1.5 Pre-tribunal briefings are participated in as appropriate and required.

Q2 Task 5 (TS, JRE)

1.6 Procedure to follow where a matter has been settled prior to the hearing is implemented in line with agency and legislative requirements.

Q2 Task 5 (TS, JRE)

Element 2 – Participate in conciliation processes for grievances and disputes

2.1 Purpose and role of conciliation is clarified within particular tribunal and case context.

Q2 Task 5 (TS, JRE)

2.2 Opportunities are explored to resolve grievances and disputes through conciliation.

Q2 Task 5 (TS, JRE)

2.3 Conciliators are provided with complete and accurate information regarding the grievance or dispute.

Q2 Task 5 (TS, JRE)







2.4 Clear and concise formal case statements are prepared and provided for the conciliator.

Q2 Task 5 (TS, JRE)

2.5 Opportunities are taken to obtain relevant information from other parties during the conciliation process.

Q2 Task 5 (TS, JRE)

2.6 Realistic assessments are made of conciliated offers against the likely outcome of continuing with the conciliation process and any subsequent rulings from the adjudicating body.

Q2 Task 5 (TS, JRE)

Element 3 – Use appropriate tribunal etiquette

3.1 Appropriate manner of entering and departing the tribunal room is used.

Q2 Task 5 (TS, JRE)

3.2 Appropriate manner of addressing the tribunal is used. Q2 Task 5 (TS, JRE)

3.3 Relevant legal and industry language is used where appropriate.

Q2 Task 5 (TS, JRE)

Element 4 – Present case before tribunal

4.1 Rules and procedures of the tribunal are applied. Q2 Task 5 (TS, JRE)

4.2 Case is outlined in a clear and concise manner to the tribunal.

Q2 Task 5 (TS, JRE)

4.3 Evidence is given and routine examination of witnesses is undertaken appropriately.

Q2 Task 5 (TS, JRE)

4.4 Relevant decisions and precedents are referred to appropriately.

Q2 Task 5 (TS, JRE)

4.5 Respondent submissions are responded to appropriately. Q2 Task 5 (TS, JRE)







4.6 Questions and directions from the tribunal are responded to appropriately.

Q2 Task 5 (TS, JRE)

4.7 Statement of reasons for tribunal decision is requested in line with tribunal and agency practice.

Q2 Task 5 (TS, JRE)

Element 5 – Act as a witness

5.1 Pre and post-tribunal briefings and debriefings are participated in as appropriate and required.

Q2 Task 5 (TS, JRE)

5.2 Evidence provided reflects questions and directions asked by tribunal or legal representatives.

Q2 Task 5 (TS, JRE)

5.3 Evidence is provided using factual descriptions and presented clearly and concisely.

Q2 Task 5 (TS, JRE)

5.4 Conduct is according to requirements of tribunal processes and proceedings.

Q2 Task 5 (TS, JRE)

5.5 Liaison with appropriate legal representatives is maintained.

Q2 Task 5 (TS, JRE)

5.6 Appropriate and required documentation and reporting are undertaken and stored according to agency practice.

Q2 Task 5 (TS, JRE)



Acting as a witness at a tribunal. Q2 Task 5 (TS, JRE)Knowledge of the role and jurisdiction of tribunals and courts that hear matters relating to real estate operations.Participating in conciliation processes for grievances and disputes.Preparing a case for a tribunal.Preparing and lodging applications for a tribunal.






CPPDSM4020A Present at tribunalsPresenting a case at a tribunal.

Required knowledge Acting as a witness. Q2 Task 5 (TS, JRE)

Purpose and role of conciliation.


Relevant federal, and state or territory legislation and local government regulations relating to:

anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services franchises and business structure leases OHS privacy property sales and management risks and risk management strategies role and jurisdiction of tribunal and courts that hear

matters relating to real estate operations rules of evidence tribunal powers and role.

Tribunal procedures, including:






CPPDSM4020A Present at tribunals documentation required for applications to tribunal procedure for presenting a case to a tribunal or court procedure to be followed where a matter has been settled

prior to hearing process for making an application to a tribunal or court role of witnesses tribunal etiquette.


Q2 Task 5 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations, leases and contracts.

Application of risk management strategies associated with resolving disputes through recourse to a tribunal or court.




Literacy skills to access and interpret a variety of texts, including legislation, regulations, leases and contracts; prepare general information, papers, formal letters, reports and applications; and complete standard forms.

Planning, organising and scheduling skills to prepare a case







for a tribunal.

Research skills to identify and locate documents and information relating to tribunal powers and procedures.







Element 1 – Identify different architectural and constructions styles and their impact on the market value of property

1.1 Key architectural and construction styles are identified. Q3 Task 6 (TS, JRE)

1.2 Common architectural terms are used to describe features of different architectural and construction styles.

Q3 Task 6 (TS, JRE)

1.3 Key features of different architectural and construction styles are identified.

Q3 Task 6 (TS, JRE)

1.4 Impact of architectural and construction styles on value of property is explained to client.

Q3 Task 6 (TS, JRE)

1.5 Impact that modifications and variations from pure styles may have on the market value of property is explained to client.

Q3 Task 6 (TS, JRE)

Element 2 – Use common construction terms to describe key features of buildings

2.1 Common construction terms and techniques are identified and used to describe key features of properties.

Q3 Task 6 (TS, JRE)

2.2 Basic building plans and drawings are accessed and interpreted to describe key features of properties.

Q3 Task 6 (TS, JRE)

2.3 Sequence of building construction and major construction features are identified and used to describe properties.

Q3 Task 6 (TS, JRE)

Element 3 – Explain the impact of common building defects on the marketing of properties for sale or rent

3.1 Common building defects in residential and commercial buildings are identified in line with agency and legislative requirements.

Q3 Task 6 (TS, JRE)

3.2 Basic preventative measures for addressing common building defects are identified.

Q3 Task 6 (TS, JRE)







3.3 Sources of information and advice on remedies for building defects are identified.

Q3 Task 6 (TS, JRE)

3.4 Impact of building defects on presenting properties for sale or rent is assessed and appropriate strategies are devised for effectively presenting such properties in line with legislative and agency requirements.

Q3 Task 6 (TS, JRE)

Element 4 – Inspect property

4.1 Purpose of property inspection is determined in line with client and agency requirements.

Q3 Task 6 (TS, JRE)

4.2 Appointment is made for property inspection in line with agency practice.

Q3 Task 6 (TS, JRE)

4.3 Key features of properties included in property inspections are identified in line with agency practice.

Q3 Task 6 (TS, JRE)

4.4 Property inspection is planned and conducted, noting key structural and aesthetic features as well as defects in the building and surrounds, in line with agency practice.

Q3 Task 6 (TS, JRE)

4.5 Report on property inspection is prepared in line with agency practice.

Q3 Task 6 (TS, JRE)

Element 5 – Identify and communicate to clients the costs and benefits of property improvements

5.1 Sources of information and professional advice on property improvements are identified and accessed in line with agency practice.

Q3 Task 6 (TS, JRE)

5.2 Potential benefits and costs of property improvements are explained to client in line with agency practice.

Q3 Task 6 (TS, JRE)







Element 6 – Present property condition report and act on client instructions

6.1 Information collected during property inspection and additional research are analysed and documented in line with agency practice in a clear, concise and accurate record of current condition.

Q3 Task 6 (TS, JRE)

6.2 Property condition report, including findings, recommendations and potential agency services, is communicated to client in line with agency practice.

Q3 Task 6 (TS, JRE)

6.3 Client instructions in relation to property condition report are taken and acted on in line with agency practice.

Q3 Task 6 (TS, JRE)


Identifying different architectural and construction styles. Q3 Task 6 (TS, JRE)Identifying impact of different architectural and construction styles on market value of property.Identifying and communicating to clients the costs and benefits of property improvements.Using common building construction terms to describe key features of buildings.Explaining impact of common building defects on the marketing of properties for sale or rent.Conducting property inspections.Preparing and presenting property condition reports to clients.Acting on client instructions in relation to the findings and recommendations identified in property report.

Required knowledge Architectural and construction styles, including: Q3 Task 6 (TS, JRE)







key features impact on market value of property of variations from pure

styles and modifications.

Basic plans and drawings, including: site maps architectural drawings.

Required knowledge

Building defects, including: aesthetic faults design faults electrical systems exterior outbuildings fire protection systems gardens and surrounds illegal renovations and extensions lift systems plumbing and drainage systems roof construction roof covering structural sub-floor







(continued) ventilation, heating and cooling systems common construction terms construction features construction sequence construction techniques effects of defects on potential for property sale or rental.

Property condition reports, including content, format and purpose.

Property improvements, including: preventative measures enhancement measures accessing information and professional advice on

property improvements benefits of property improvements costs of property improvement.


Property inspection, including: agency requirements client needs conduct and planning of property inspections features of property included in property inspections periodic property inspections







reasons for property inspections.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services leases OHS privacy property sales and management risks and risk management strategies.


Q2 Task 6 (TS, JRE)

Risk management skills to identify risks associated with providing property condition reports.









Decision-making and problem-solving skills to analyse situations and make decisions associated with the preparation of property condition reports.

Literacy skills to access and interpret a variety of texts, including building consultant reports, building plans, manuals, supplier specifications and contracts; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete prescribed forms.

Numeracy skills to calculate and interpret data, such as costs of property improvements.

Planning, organising and scheduling skills to undertake work-related tasks, such as preparing correspondence, organising appointments and arranging property inspections.

Research skills to identify and locate documents and information relating to the preparation of property reports.

Verbal communication skills required for face-to-face communication with property owners, building consultants, suppliers and others associated with the preparation of property reports.







Element 1 – Identify property inspection requirements

1.1 Purpose and type of property inspection are established in line with client requirements and agency practice.

Q4 Task 6 (TS, JRE)

1.2 Inspection procedure and timeline are negotiated and agreed with relevant people in line with agency practice and legislative requirements.

Q4 Task 6 (TS, JRE)

1.3 Property documentation and legislative requirements are reviewed to identify critical aspects requiring inspection.

Q4 Task 6 (TS, JRE)

1.4 Access arrangements are coordinated with relevant people in line with agency practice and legislative requirements.

Q4 Task 6 (TS, JRE)

Element 2 – Inspect property

2.1 Property is inspected according to agency practice ensuring all relevant aspects of the property are sighted and noted.

Q4 Task 6 (TS, JRE)

2.2 Inspection processes are conducted efficiently and in line with agency practice.

Q4 Task 6 (TS, JRE)

2.3 Appropriate interpersonal techniques are used to gain information on property from relevant people.

Q4 Task 6 (TS, JRE)

2.4 Property condition is analysed against market expectations of normal wear and tear and legislative requirements for the maintenance of leased property.

Q4 Task 6 (TS, JRE)

2.5 Situations requiring specialist advice are identified and assistance is sought as required in line with agency practice.

Q4 Task 6 (TS, JRE)







Element 3 – Record and report findings

3.1 Inspection findings are organised in a format suitable for analysis and dissemination in line with client and agency requirements.

Q4 Task 6 (TS, JRE)

3.2 Inspection conclusions are supported by verifiable evidence.

Q4 Task 6 (TS, JRE)

3.3 Inspection report is distributed promptly to relevant people according to client and agency requirements.

Q4 Task 6 (TS, JRE)

3.4 Negotiations are conducted with relevant people regarding actioning of required repairs and maintenance as identified in inspection report.

Q4 Task 6 (TS, JRE)

Element 4 – Implement repairs to managed properties

4.1 Database of appropriately qualified and insured tradespeople and other service providers is established and maintained so that reliable repair and maintenance work can be completed without delay.

Q4 Task 6 (TS, JRE)

4.2 Repairs and maintenance are implemented in line with agreed requirements for repairs or replacements, client instructions and legislative requirements.

Q4 Task 6 (TS, JRE)

4.3 Report on repair and maintenance work is supplied to client to indicate completion of work.

Q4 Task 6 (TS, JRE)

Element 5 – Inform landlord of options for protecting asset value of property

5.1 Landlord is advised of expected maintenance requirements and expenditure.

Q4 Task 6 (TS, JRE)

5.2 Benefits of systematic, planned preventative maintenance programs are discussed with landlord.

Q4 Task 6 (TS, JRE)

5.3 Accurate records of property maintenance are established and maintained.

Q4 Task 6 (TS, JRE)

5.4 Regular reports are provided to landlord on property condition and options for protecting asset value of

Q4 Task 6 (TS, JRE)







property.


Accessing suitably qualified tradespeople and service providers to undertake property repairs and maintenance.

Q4 Task 6 (TS, JRE)

Applying effective communication and coordination techniques to access property and organise inspection.

Arranging for implementation of property repairs and maintenance identified in property inspection reports.

Complying with established inspection processes, noting any variations in approved property requirements, and preparing findings in a report suitable for analysis and dissemination.

Conducting and completing property inspections within agreed timeframes and in compliance with all applicable industry, legal and organisational requirements.

Knowledge of agency practice, legislation and ethical standards affecting inspection of managed properties.

Providing landlords with information on options for protecting asset value of property.

Required knowledge Common building styles and faults. Q4 Task 6 (TS, JRE)

Features of property included in a property inspection, such as: aesthetic features







defects structural features.

Insurance needs of tradespeople and service providers.

Preventative maintenance programs.

Property documentation, including: agreements building codes checklists contracts licences permits plans previous inspection reports specifications.


Property inspection, including: conduct planning process reasons for and scheduling of property inspections reports







timing types.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services leases OHS privacy property management.

Risks and risk management strategies associated with planning and conducting property inspections.


Sources of specialist advice, including: builders colleagues government officials industry professionals and members of industry

associations managers and supervisors







planners subcontractors technical experts valuers.

Types of property repairs and maintenance.


Q4 Task 6 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations and licensing requirements.

Application of risk management strategies associated with planning and conducting property inspections.




Literacy skills to access and interpret a variety of texts, including legislation and regulations; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard forms.







Negotiation skills to action required repairs and maintenance identified in inspection reports.

Numeracy skills to calculate and interpret data, such as cost of repairs and maintenance.

Planning, organising and scheduling skills to plan implementation of property repairs and maintenance.

Research skills to identify and locate documents and information relating to real estate operations.







Element 1 – Determine property maintenance requirements

1.1 Property reports, maintenance specifications, feedback from tenants, owner instructions and other relevant documentation are obtained and analysed to establish property maintenance requirements in line with agency practice and legislative requirements

Q5 Task 6 (TS, JRE)

1.2 Industry benchmarks are reviewed to determine maintenance intervals and other requirements.

Q5 Task 6 (TS, JRE)

1.3 OHS and other relevant legislative requirements are interpreted and incorporated into maintenance requirements.

Q5 Task 6 (TS, JRE)

Element 2 – Develop property maintenance plan

2.1 Property maintenance plan is established in line with owner instructions, legislative requirements and agency practice

Q5 Task 6 (TS, JRE)

2.2 Reliable and efficient maintenance methods are identified in line with agency practice.

Q5 Task 6 (TS, JRE)

2.3 Maintenance costs are established in line with agency practice.

Q5 Task 6 (TS, JRE)

2.4 Contract specifications for maintenance services are developed and incorporated into tender documents, where appropriate, in line with agency practice and legislative requirements.

Q5 Task 6 (TS, JRE)

2.5 Safety and security requirements are incorporated into maintenance plan in line with legislative requirements and agency practice.

Q5 Task 6 (TS, JRE)

2.6 Criteria for the selection of tradespeople and other Q5 Task 6 (TS, JRE)







service providers to provide repair and maintenance services are established.

2.7 Register of tradespeople and other service providers is compiled and maintained in line with legislative and agency requirements

Q5 Task 6 (TS, JRE)

2.8 Property maintenance schedule is established in line with agency practice.

Q5 Task 6 (TS, JRE)

2.9 Systems for recording and implementing property maintenance requirements and reporting to owners are established in line with agency practice.

Q5 Task 6 (TS, JRE)

2.10 Aspects of maintenance plan requiring specialist advice are identified and assistance is sought as required.

Q5 Task 6 (TS, JRE)

Element 3 – Establish key register

3.1 Key register system is established, administered and maintained in line with agency practice.

Q5 Task 6 (TS, JRE)

3.2 Security of register and keys is maintained in line with agency practice.

Q5 Task 6 (TS, JRE)

Element 4 – Implement property maintenance plan

4.1 Property maintenance plan, including agency fees, is presented to owners for discussion and approval in line with agency practice.

Q5 Task 6 (TS, JRE)

4.2 Property maintenance plan is implemented in line with owner instructions, legislative requirements and agency practice.

Q5 Task 6 (TS, JRE)

4.3 Regular reports are provided to owners in line with Q5 Task 6 (TS, JRE)







property maintenance plan and agency practice.

4.4 Agency fees for property maintenance services are recorded and billed to owner in line with agency practice and legislative requirements.

Q5 Task 6 (TS, JRE)

Element 5 – Monitor security of managed properties

5.1 Security risks associated with managed properties are identified and documented in line with agency and legislative requirements.

Q5 Task 6 (TS, JRE)

5.2 Causes and potential impact of security risks on agency, clients and other stakeholders are determined.

Q5 Task 6 (TS, JRE)

5.3 Property security measures are established in line with terms of the property management agreement, owner instructions, legislative requirements and agency practice.

Q5 Task 6 (TS, JRE)

Element 6 – Review property maintenance plan

6.1 Property maintenance plan is reviewed in consultation with owners and relevant people using appropriate data and interpersonal communication strategies.

Q5 Task 6 (TS, JRE)

6.2 Outcomes of review are prepared in required format, style and structure and presented to owners and other relevant people within agreed timeframes.

Q5 Task 6 (TS, JRE)

6.3 Recommendations for improvement to property maintenance plan are presented to owners and other relevant people in line with agency practice.

Q5 Task 6 (TS, JRE)

6.4 Business equipment and technology are used to securely maintain documentation according to agency procedures.

Q5 Task 6 (TS, JRE)








Establishing and implementing a property maintenance plan for managed properties.

Q5 Task 6 (TS, JRE)

Determining property maintenance requirements for managed properties.

Developing a property maintenance plan for managed properties that includes procedures for selecting maintenance contractors and maintaining safety and security of clients.

Establishing and maintaining a key register for managed properties.

Monitoring security of managed properties.

Knowledge of agency practice, ethical standards and legislative requirements associated with establishing, implementing and reviewing a maintenance plan for managed properties.

Reviewing the property maintenance plan for managed properties.

Required knowledge Basic knowledge of property contract and administrative requirements.

Q5 Task 6 (TS, JRE)

Building codes and relevant Australian Standards®.

Building construction practices.

Common building faults and styles.







Common hazards to public and personal safety associated with particular types of maintenance work in buildings.

Industry benchmarks for property maintenance procedures.

Ethical standards

Key register.

Management strategies relevant to different types of industrial, commercial, rural and retail property.

OHS issues and requirements.

Property maintenance methods.

Property maintenance plan.

Property maintenance requirements.


Property maintenance schedule.

Property safety and security requirements.

Relevant building services, trades and operation for maintenance operations.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations







environmental issues financial services industrial relations leases and tenancy agreements OHS privacy property management taxation reporting to owners on repairs and maintenance.


Risks and risk management strategies associated with property maintenance.

Selection of tradespeople and service providers.

Systems for implementing property maintenance requirements.

Tendering procedures.


Q5 Task 6 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations, building plans and property maintenance reports and specifications.

Application of risk management strategies associated with







property maintenance.

Computing skills to access the internet, access web pages, prepare and complete online forms and search online databases.

Decision-making and problem-solving skills to analyse situations and make decisions regarding property maintenance consistent with legislative, safety and ethical requirements.


Literacy skills to access and interpret a variety of texts, including legislation, regulations and building and safety codes; prepare general information, papers, formal and informal letters, reports and applications; and complete standard and statutory forms.

Negotiation skills to establish contracts with tradespeople and service providers for provision of property maintenance and repair services.

Numeracy skills to calculate and interpret data on property maintenance costs, such as the annual level of maintenance expenditure required to sustain a property at its current condition.

Planning, organising and scheduling skills to provide cyclical, routine and non-routine property maintenance services for managed properties.

Research skills to identify and locate documents and information relating to the maintenance of managed properties.


















Cluster 4 – Property sales professionalUnits of competencyCPPDSM4003A Appraise propertyCPPDSM4012A List property for saleCPPDSM4014A Market property for sale




Element 1 – Research property

1.1 Purpose of property appraisal is established with client in line with agency practice and legislative requirements.

Q1 Task 7 (TS, JRE)

1.2 Methods for gathering information are selected that are reliable and make efficient use of time and resources in line with agency practice.

Q1 Task 7 (TS, JRE)

1.3 Information on property is gathered and organised in a format suitable for analysis and interpretation in line with agency practice.

Q1 Task 7 (TS, JRE)

1.4 Appropriate interpersonal communication techniques are used to access additional information from relevant people.

Q1 Task 7 (TS, JRE)

1.5 Source documents are obtained and analysed to determine status and ownership of property in line with agency practice and legislative requirements.

Q1 Task 7 (TS, JRE)

Element 2 – Appraise sale price range or rental value of property for listing

2.1 Appropriate method for appraising the sale price range or rental value of property is selected in line with agency practice and legislative requirements.

Q1 Task 7 (TS, JRE)







purposes 2.2 Sale price range or rental value of property is appraised for listing purposes in line with client instructions, agency practice and legislative requirements.

Q1 Task 7 (TS, JRE)

2.3 Appraisal of sale price range or rental value of property is clear, justified and based on assessment of all factors in line with agency practice.

Q1 Task 7 (TS, JRE)

2.4 Limitations in appraising property are recognised and specialist advice is sought as required in line with agency practice.

Q1 Task 7 (TS, JRE)

Element 3 – Present information

3.1 Information on sale price range or rental value of property is presented to client within specified time, budget and quality constraints and in line with client requirements and agency practice.

Q1 Task 7 (TS, JRE)

3.2 Information is prepared and presented in required format, style and structure using relevant business equipment and technology in line with legislative and agency requirements.

Q1 Task 7 (TS, JRE)

3.3 Feedback on suitability and sufficiency of appraisal is obtained and where appropriate incorporated into advice.

Q1 Task 7 (TS, JRE)

3.4 Agency property records are securely maintained with due regard to client confidentiality in line with agency and legislative requirements.

Q1 Task 7 (TS, JRE)

Critical aspects of Appraising the sale price range or rental value of property for listing purposes.

Q1 Task 7 (TS, JRE)







evidence Gathering and researching information on property for use in conducting appraisals.

Identifying the limitations of property appraisals and sourcing specialist advice as required in line with agency practice.

Knowledge of agency practice, ethical standards and legislative requirements associated with appraising the sale price range or rental value of property for listing purposes.

Knowledge of different property appraisal methods.

Maintaining agency property records with due regard to client confidentiality in line with agency practice and legislative requirements.

Presenting information on sale price range or rental value of property to clients within specified time, budget and quality constraints and in line with client requirements and agency practice.

Using appropriate methods for appraising the sale price range or rental value of property.

Required knowledge Agency property records, including: key features of a records management system reasons for maintaining property records types of property records determination of sale price range or rental price of

Q1 Task 7 (TS, JRE)







properties, including: appraisal methods local market factors.

Factors that affect return on property, including: economic political social key indicators of market conditions.

Market conditions, including: leasing market conditions sales market conditions.


Property appraisal, including: content and format of appraisal report difference between appraisal and valuation factors that influence whether properties are comparable

for appraisal purposes information required for appraisals key sources of information required for appraisals property appraisal methods purpose of property appraisals.







Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy property sales and management return on property investment role of the agent in providing property appraisal risks and risk management strategies associated with

property appraisal sources of information on market conditions.


Q1 Task 7 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations and property reports.Application of risk management strategies associated with appraising the sale price range or rental value of all forms of property for listing purposes.






CPPDSM4003A Appraise propertyComputing skills to access the internet and web pages, prepare and complete online forms and search online databases.Decision-making and problem-solving skills to analyse situations and make decisions consistent with legislative and ethical requirements.Literacy skills to access and interpret a variety of texts, including legislation, regulations and property reports; prepare property appraisal reports; prepare formal and informal letters and reports; and complete standard and statutory forms.Numeracy skills to calculate and interpret data, such as trends in property sale prices and rents.Research skills to gather information from a variety of sources on different forms of property, rents and sale price trends, and sale prices and rents of comparable properties.







Element 1 – Prospect for property listings

1.1 Business development area for property listings is identified in line with agency practice.

Q2 Task 7 (TS, JRE)

1.2 Key sources of property listings are identified in line with agency practice and legislative requirements.

Q2 Task 7 (TS, JRE)

1.3 Strategies for attracting property listings are implemented in line with agency practice and legislative requirements.

Q2 Task 7 (TS, JRE)

1.4 Business and personal referral networks are established and maintained in order to attract property listings.

Q2 Task 7 (TS, JRE)

Element 2 – Establish client requirements

2.1 Enquiries from potential clients regarding property listings are handled promptly to enable high quality service delivery according to agency practice.

Q2 Task 7 (TS, JRE)

2.2 Appropriate rapport is established with potential client. Q2 Task 7 (TS, JRE)

2.3 Client requirements regarding property are clarified and accurately assessed using appropriate interpersonal communication techniques.

Q2 Task 7 (TS, JRE)

2.4 Appointment is made with client to discuss property listing in line with agency practice.

Q2 Task 7 (TS, JRE)

Element 3 – Plan property listing presentation

3.1 Preparations are made for property listing presentation in line with agency practice.

Q2 Task 7 (TS, JRE)

3.2 Promotional material and listing kit are prepared to highlight benefits of agent and agency in line with agency practice, ethical standards and legislative requirements.

Q2 Task 7 (TS, JRE)







Element 4 – Deliver property listing presentation

4.1 Visual inspection of property is conducted to provide client with a realistic range of marketing and selling options in line with agency practice and legislative requirements.

Q2 Task 7 (TS, JRE)

4.2 Key decision makers are identified to ensure that their needs and concerns are met in the listing presentation.

Q2 Task 7 (TS, JRE)

4.3 Market influences likely to affect the property listing are discussed with the client.

Q2 Task 7 (TS, JRE)

4.4 Recommended property improvements, estimated costs and likely influence on property sale and price are discussed with client.

Q2 Task 7 (TS, JRE)

4.5 Property appraisal is provided that includes realistic selling price range.

Q2 Task 7 (TS, JRE)

4.6 Promotional materials, agency listing kit and relevant legal and financial information are used to support the listing presentation.

Q2 Task 7 (TS, JRE)

4.7 Appropriate method of sale and marketing activities are discussed with client.

Q2 Task 7 (TS, JRE)

4.8 Agency services, fees and charges are discussed with the client.

Q2 Task 7 (TS, JRE)

4.9 Client is given time and space to evaluate agency services while time is used to maximum advantage to promote agency.

Q2 Task 7 (TS, JRE)

4.10 Client questions are answered fully and honestly. Q2 Task 7 (TS, JRE)







4.11 Effective interpersonal communication skills are used to respond to client questions and concerns.

Q2 Task 7 (TS, JRE)

Element 5 – Prepare and execute agency agreement

5.1 Client agreement to list property with agency is confirmed.

Q2 Task 7 (TS, JRE)

5.2 Statutory and agency listing documentation is explained to client in line with agency practice and legislative requirements.

Q2 Task 7 (TS, JRE)

5.3 Agency fees and conditions are negotiated and agreed with the client.

Q2 Task 7 (TS, JRE)

5.4 Effective communication skills and negotiation techniques are used to respond to client questions and concerns.

Q2 Task 7 (TS, JRE)

5.5 Property details are recorded accurately and correctly. Q2 Task 7 (TS, JRE)

5.6 Listing documentation is completed in line with client instructions, agency practice and legislative requirements.

Q2 Task 7 (TS, JRE)

Element 6 – Record and act on instructions

Element 6 (continued)

6.1 Client instructions are recorded to meet sales or auctioneering legislative requirements and agency record-keeping requirements.

Q2 Task 7 (TS, JRE)

6.2 Business documents are produced to reflect advice to relevant parties involved in the listing transaction.

Q2 Task 7 (TS, JRE)

6.3 Information to clients is provided to reflect progress made Q2 Task 7 (TS, JRE)







within the terms of the agreement.


Completing standard and statutory documentation associated with listing properties for sale.

Q2 Task 7 (TS, JRE)

Finalising and negotiating the listing of properties with clients.

Knowledge and application of determining client requirements with regard to the listing of properties.

Knowledge of agency practice, ethical standards and legislative requirements affecting the listing of properties for sale.

Knowledge of consumer protection principles that impact on the listing of properties for sale.

Maintaining business records associated with the listing of properties for sale.

Maintaining communications with clients throughout the listing process.

Planning and delivering effective listing presentations.

Required knowledge Agency and statutory listing documentation. Q2 Task 7 (TS, JRE)

Agency fees and conditions.

Agency practices in relation to obtaining listings.

Business and personal referral networks.








Business development area for property listings.

Ethical standards associated with listing properties for sale.

Listing presentation kit, including content, format and purpose.

Marketing activities.

Market value, including: forces that create value types of value, such as value to owner, statutory value

and security value.

Methods of sale.


Networks that provide listing opportunities.

Presentation techniques.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering consumer protection, fair trading and trade practices employment and industrial relations financial services







OHS privacy property sales.


Role of estate agent in providing estimate of value.

Sales property listing presentation.

Sources of listings.

Target groups for obtaining listings.

Techniques for identifying needs and motivation of clients.

Ways of developing and maintaining a sales business network.


Q2 Task 7 (TS, JRE)

Negotiation and presentation skills to conduct listing negotiations with clients.

Analytical skills to interpret documents such as legislation, regulations and standard and statutory forms associated with the listing of properties for sale.

Application of risk management strategies associated with the listing of properties for sale.







Computing skills to access the internet and web pages, prepare and complete online forms and search online databases.


Literacy skills to access and interpret a variety of texts, including legislation and regulations; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard and statutory forms associated with listing properties for sale.


Numeracy skills to calculate and interpret data to provide estimates of selling price range.

Planning, organising and scheduling skills to undertake work-related tasks, such as inspecting properties, organising appointments and reporting to clients on progress associated with property listings.

Research skills to identify and locate documents and information relating to results of comparable property sales.







Element 1 – Develop marketing plan for property

1.1 Potential buyer profile and benefits of effectively marketing property for sale are discussed with seller.

Q3 Task 7 (TS, JRE)

1.2 Strategies and timeframe for marketing property, including possible marketing activities, are discussed with seller.

Q3 Task 7 (TS, JRE)

1.3 Costs of different marketing strategies and activities are discussed with seller.

Q3 Task 7 (TS, JRE)

1.4 Marketing plan for property is prepared and presented to seller in line with agency practice.

Q3 Task 7 (TS, JRE)

1.5 Marketing plan, including marketing activities and budget, is agreed with seller.

Q3 Task 7 (TS, JRE)

Element 2 – Check marketing materials

2.1 Marketing materials that reflect agreed property and agency marketing plan are developed within agreed budget and timeframes.

Q3 Task 7 (TS, JRE)

2.2 Marketing materials are checked for accuracy and compliance with agency and legislative requirements.

Q3 Task 7 (TS, JRE)

Element 3 – Implement marketing activities

Element 3 (continued)

3.1 Persons involved in marketing property for sale are briefed on their roles and responsibilities to ensure success of marketing activities

Q3 Task 7 (TS, JRE)

3.2 Marketing activities are implemented in line with agreed marketing plan and budget.

Q3 Task 7 (TS, JRE)

3.3 Responsibility is assigned for ongoing monitoring of marketing activities.

Q3 Task 7 (TS, JRE)







3.4 Marketing activities are implemented that comply with agency practice, ethical standards and legislative requirements.

Q3 Task 7 (TS, JRE)

3.5 Seller is kept informed of progress of marketing activities according to agency practice and legislative requirements.

Q3 Task 7 (TS, JRE)

Element 4 – Review and report on marketing activities and plan

4.1 Marketing activities and plan are reviewed against aims and objectives of marketing plan.

Q3 Task 7 (TS, JRE)

4.2 Feedback on outcomes of marketing activities is sought using reliable methods and verifiable data according to agency practice.

Q3 Task 7 (TS, JRE)

4.3 Need for alternative marketing activities and adjustments to marketing plan are assessed in consultation with relevant people if property proves difficult to sell.

Q3 Task 7 (TS, JRE)


Q3 Task 7 (TS, JRE)

4.5 Costs and timelines are analysed to evaluate and improve future marketing initiatives.

Q3 Task 7 (TS, JRE)

4.6 Conclusions are prepared from verifiable evidence and advice is provided on future marketing initiatives.

Q3 Task 7 (TS, JRE)

Critical aspects of Implementing marketing activities for the sale of all types of property in line with agency practice, ethical standards and

Q3 Task 7 (TS, JRE)







evidence legislative requirements.

Knowledge of agency practice, ethical standards and legislative requirements associated with marketing all types of property for sale.

Planning and developing marketing plans for the sale of all types of property in line with agency practice, ethical standards and legislative requirements.

Preparing marketing materials for the sale of all types of property in line with agency practice, ethical standards and legislative requirements.

Reviewing and reporting on marketing activities associated with the sale of all types of businesses and property.

Required knowledge


Ethical standards associated with marketing properties for sale.

Q3 Task 7 (TS, JRE)

Factors considered in review of effectiveness of marketing strategy, plan, activities and materials.

Factors influencing choice of marketing strategy.

Marketing activities, including: advertising, including print and electronic media agency property guides brochures direct marketing







business-to-business marketing inspections mail-outs networking open house signboards seminars targeting markets by service type internet and online advertising, including web pages,

virtual tours and online directories.

Marketing budget.

Marketing materials.

Marketing plan.


Marketing strategies for: businesses commercial properties development properties, including subdivision and multi-

unit sites industrial properties residential properties retail properties







rural properties.Principles underpinning effective marketing materials.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy property sales risks and risk management strategies.Strategies if properties prove difficult to sell.


Q3 Task 7 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations and property documentation.Application of risk management strategies associated with advising clients on approaches to marketing properties for sale.Computing skills to access agency databases, send and receive emails and complete standard forms online.Decision-making and problem-solving skills to analyse






CPPDSM4014A Market property for salesituations and make ethical marketing decisions consistent with legislative and ethical requirements.Literacy skills to access and interpret a variety of texts, including legislation, regulations and rules of ethics; prepare general information and papers; prepare marketing materials and marketing plans; and complete standard forms.Negotiation skills to assist sellers to decide on marketing activities, budgets and timeframes.Numeracy skills to calculate and interpret data, such as costs of marketing activities and to ensure compliance with agreed marketing budgets.Planning, organising and scheduling skills to implement marketing plans.Research skills to identify and locate documents and information relating to preparing marketing plans for specified properties.







Element 1 – Establish needs and expectations of relevant parties

1.1 Clear and open discussions are held with relevant parties to clarify issues and identify desire outcomes in line with agency practice and legislative requirements.


1.2 Consequences of not reaching agreement are identified and other alternatives are determined.


Element 2 – Negotiate with parties involved in property transactions to reach a desired outcomes

2.1 Relevant information is collected, analysed and organised to inform the negotiation.


2.2 Negotiation approach is established in line with agency practice and legislative requirements.


2.3 Negotiation is conducted in a professional manner, showing respect for all parties in line with agency practice, ethical standards and legislative requirements.


2.4 Effective negotiation techniques are used to persuade and reach agreement between parties to the transaction.


2.5 Possible solutions are discussed and their viability assessed.


2.6 Effective techniques are used for dealing with conflict and breaking deadlocks where required.


2.7 Final position is confirmed, ensuring agreement and understanding between all parties.


2.8 As necessary, follow-up communication or reports are provided to all parties to confirm adjustments required to conditions of agreement.








Element 3 – Manage potential and real disputes with parties to property transactions

3.1 Areas of dispute are analysed and evaluate according to agency procedures and market expectations to enable resolution of dispute.


3.2 Further negotiation and clarification of lease or sale is carried out until agreement is reached to the satisfaction of all parties.



Effectively managing negotiations with all parties to property transactions in line with agency practice and legislative requirements that result in mutually acceptable agreements for the negotiating parties.


Knowledge of agency practice, ethical standards and legislative requirements relating to negotiations and conflict resolution with different parties.

Knowledge of negotiation and conflict resolution techniques relevant to dealing with parties in property transactions.

Managing potential and real disputes between all parties in property transactions.

Using effective negotiation techniques to persuade and reach agreement between the parties.

Using effective techniques for dealing with conflict and breaking deadlocks in negotiations with the parties.

Required knowledge Agency policies and procedures for negotiations. Q4 Task 8 (TS, TMS,







JRE)Alternatives to negotiation, including: conciliation and mediation courts tribunals conflict resolution strategies and techniques.

Decision-making strategies.

Ethical standards.

Negotiation approaches and techniques.

Questioning techniques.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations financial services leases OHS privacy property sales and management rights and duties of parties to property transactions







risks and risk management strategies.

Typical issues and problems in property management that may need to be negotiated with tenants and landlords, including: access to property bonds and security deposits condition reports disclosure statements leases and tenancy agreements property inspections renewal of leases and tenancy agreements rent reviews and increases rent or lease payments repairs and maintenance termination of leases and tenancy agreements.


Typical issues or problems in property sales that may need to be negotiated with sellers and buyers, including: access to property during settlement period offers conditions of sale deposits marketing activities and budget







methods of sale property conditions and improvements property inspections reserve price selling price range settlement period.

Required skills Ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities in order to come to an effective agreed outcome.


Analytical skills to interpret documents such as authorities, leases, contracts of sale, legislation and regulations.

Application of risk management strategies associated with property transactions.



Decision-making and problem-solving skills to know how to deal with unexpected questions or attitudes.

Literacy skills to access and interpret a variety of texts, including authorities, contracts of sale, leases, legislation and regulations; prepare general information and papers; prepare reports and formal and informal letters.

Negotiation skills to negotiate difficult situations and resolve







problems as they arise.

Numeracy skills to calculate and interpret data, such as estimated selling price, commissions, rents, bonds and security deposits that may be the subject of dispute between parties to a property transaction.

Planning, organising and scheduling skills to plan, conduct and finalise negotiations between parties to a property transaction.

Research skills to identify and locate documents and information relating to leases and contracts of sale.







Element 1 – Qualify buyer 1.1 Enquiries from potential buyers regarding purchase of property are handled promptly to enable high quality service delivery according to agency requirements.


1.2 Appropriate rapport is established with potential buyer. Q5 Task 8 (TS, TMS, JRE)

1.3 Buyer requirements are clarified and accurately assessed using appropriate interpersonal communication techniques.


1.4 Factors likely to influence the purchase of properties are identified and used to confirm buyer intentions.


1.5 Customer due diligence is undertaken according to agency practice and legislative requirements.


1.6 Potential buyers are provided with suitable information about available and prospective listings and assisted to find listing that best matches their requirements.


1.7 Potential buyers are assisted in making a decision to view properties using information obtained from sellers and buyers.


1.8 Qualified prospects are recorded to provide an opportunity to maximise future marketing activities.


Element 2 – Arrange property inspection for

2.1 Appointments are made for property inspections in line with agency practice, ethical standards and legislative requirements.








potential buyer 2.2 Preparations are made for property inspection in line with agency practice.


2.3 Promotional material on the property is used to describe main sales features of the property.


2.4 Effective questioning techniques are used to clarify buyer interest in the property.


2.5 Records of inspections are accurately completed in line with agency practice.


Element 3 – Deliver effective sales presentation

3.1 Factors affecting the successful conclusion of the sale are identified and addressed in the sales presentation.


3.2 Key decision makers are identified to ensure that their needs and concerns are met in the sales presentation.


3.3 Main features of property are matched to buyers’ stated needs and motivation.


3.4 Relevant legal and financial information is used to support the sales presentation.


3.5 Effective communication and presentation skills are used to create buyer interest and focus buyer attention on the property.


3.6 Buyer is given time and space to evaluate property while time is used to maximum advantage to promote property.


3.7 Buyer is encouraged to clarify key aspects of property Q5 Task 8 (TS, TMS,







before a decision is made to purchase property. JRE)

3.8 Buyer questions are answered fully and honestly. Q5 Task 8 (TS, TMS, JRE)

3.9 Details of offer to purchase property submitted by buyer are confirmed and documented.


Element 4 – Submit offer and negotiate property sale

4.1 Offer from buyer is submitted to seller in line with agency practice, ethical standards and legislative requirements.


4.2 Professional agency advice is provided to seller that incorporates declared knowledge of buyer’s motivation.


4.3 Negotiations are conducted with buyer according to seller response to offer.


4.4 Negotiations are conducted in a professional manner, including showing respect for seller and buyer in line with agency practice, ethical standards and legislative requirements.


4.5 Effective negotiation techniques are used to persuade and reach agreement between seller and buyer.


4.6 Alternative offers are discussed and their viability assessed.




4.8 Effective techniques are used for closing sale. Q5 Task 8 (TS, TMS,







JRE)

4.9 Mutually agreed price and conditions of sale are established and confirmed with seller and buyer.


4.10 Relevant sale of property documentation is explained to seller and buyer in line with agency and statutory requirements for finalisation of the property transaction.


4.11 Documented, agreed price and conditions of sale are made accessible that provide an accurate record of agreement and meet agency and statutory requirements for finalisation of the property transaction.


Element 5 – Maintain communication with seller

5.1 Seller confidence in agency marketing activities is maintained through ongoing contact and correspondence.


5.2 Communication is diarised to provide an accurate and objective record of progress reports to seller.


Element 6 – Manage contract to settlement

6.1 Settlement requirements are identified and checked with relevant parties to minimise misunderstanding or breaches of contract in line with agency practice and legislative requirements.


6.2 Requests from buyer to inspect property prior to settlement are facilitated in line with agency practice and legislative requirements.








6.3 Information on buyer and seller responsibilities with regard to building and content insurance prior to settlement is provided in line with agency practice and legislative requirements.


6.4 Procedures for holding and release of deposit moneys during the settlement period are implemented in line with agency policy and legislative requirements.


6.5 Settlement within the contract’s legal framework is ensured by liaison with settlement agents and other assisting professionals representing the seller and buyer.


6.6 Progress of settlement agents and other assisting professionals is monitored in line with agency practice.


6.7 Contingency plans are prepared in consultation with relevant legal agents to avoid the possibility of one or more parties to the transaction being unable to fulfil contractual obligations.


6.8 Appropriate procedures are implemented if any party to the transaction is unable to fulfil contractual obligations.


6.9 Effective communication techniques are used in liaising with seller, buyer and other parties representing the seller and buyer through the settlement process.


Element 7 – Prepare documentation for agency disbursements

7.1 Settlement financial transactions are checked for accuracy against contractual documentation, and agency fees are calculated and safeguarded during disbursement activities.








7.2 Authorised agency disbursements are obtained within contractual, agency and statutory requirements.


7.3 Financial systems are updated to reflect authorised transactions.


7.4 Agency fees are calculated and safeguarded during disbursement activities.


7.5 Due and proper attention is paid to obtaining required authorisations, signatures and identifications prior to disbursement.


Element 8 – Decide on future contacts with prospects

8.1 Nature of future contacts with prospects is assessed in the light of likely agency–client interaction to a given point in time.


8.2 Business correspondence records are held on file to provide justification for the continuation or termination of contract, and are communicated without prejudice to the parties involved.


Element 9 – Maintain client relationships

9.1 Future business relations are established by mutual evaluation of seller and buyer satisfaction with services provided.


9.2 Business records and databases are updated to facilitate networking and informed marketing strategy planning.


Critical aspects of Arranging and conducting property inspections for potential buyers.








evidence Completing standard and statutory documentation associated with the sale of property.

Knowledge and application of approaches for qualifying buyers.

Knowledge of agency practice, ethical standards and legislative requirements affecting the sale of property and requirements associated with the transfer of ownership required for the legal sale of all types of property and businesses.

Knowledge of consumer protection principles that impact on the sale of property.

Maintaining business records associated with the sale of property.

Maintaining communications with sellers and buyers throughout the sale process.

Negotiating the sale of property with sellers and buyers.

Planning and delivering effective sales presentations to facilitate the sale of property.

Knowledge of agency practice and legislative requirements associated with agency disbursements.

Managing contracts for sale of property to settlement.

Monitoring the lodgement of documents for the correct transfer







of ownership required for a legal sale of all types of property and businesses.

Preparing documentation for agency disbursements.

Required knowledge Agency disbursements, including: authorisations, signatures and identification that must be

obtained prior to disbursement calculation and protection of agency fees during

disbursement activities documentation for agency disbursements financial transactions that take place at settlement.



Circumstances in which contracts are void, voidable or unenforceable, including: illegality lack of capacity misrepresentation mistake.

Consumer protection principles that impact on the sale of property, including: cooling off provisions false representations and misleading conduct in relation

to the sale of land impact of consumer protection legislation on contracts insurance provisions






CPPDSM4022A Sell and finalise the sale of property by private treaty penalties and remedies for breaches protection offered for consumers rights and obligations of estate agents secret commissions.

Contract construction principles, including: acceptance consideration implied matters in contracts for sale of property negligence offer.


Contracts for sale of property, including: chattels and fixtures contract requirements for special circumstances, such as

providing finance and sale of units and flats defects in property defects in title effect of acceptance of title prescribed or permitted forms requisitions on title special conditions.

Deposit funds, including: capacity in which an estate agent holds deposit moneys circumstances in which deposit moneys may be released







by the estate agent to the seller procedures an estate agent must follow when he or she

receives deposit moneys from a buyer.

Ethical and conduct standards.


General legal principles that affect property law relating to the sale of property, including: adverse possession contracts easements fee simple and life estates general law system and the Torrens system of title mortgages real and personal property restrictive covenants types of interest in land insurance marketing aids.

Methods of sale, including: auction off the plan private treaty







reverse auction set sale specialised properties tender.




Property sales, including: after-sales procedures agency and statutory documentation sales presentation techniques qualifying buyers.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity anti-money laundering consumer protection, fair trading and trade practices employment and industrial relations financial services OHS privacy property sales







risks and risk management strategies.


Settlement, including: buyer’s rights to inspect property prior to settlement contingencies that may emerge prior to settlement and

the actions that can be taken to avoid one or more parties being unable to fulfil contractual obligations

forms prepared at settlement procedure for settling the sale of property responsibilities of sellers and buyers responsibility of seller and buyer with regard to building

and content insurance prior to settlement rights of sellers and buyers if either party is unable to

settle on the due date.

Techniques for identifying needs and motivation of buyers.

Trust accounting in real estate.

Required skills Ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities on matters associated with the sale of property.


Application of risk management strategies associated with the sale of property.








Computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases.Decision making and problem solving skills to analyse situations and make decisions consistent with legislative and ethical requirements associated with the sale of property.Literacy skills to access and interpret a variety of texts, including legislation, regulations and contracts; prepare general information and papers; prepare formal and informal letters, reports and applications; and complete standard and statutory forms.Negotiation skills to assist sellers and buyers to reach agreement on price and conditions of sale of property.Numeracy skills to perform calculations associated with property sales.Planning, organising and scheduling skills to make appointments with sellers and buyers in the process of selling property.Research skills to identify and locate documents and information relating to sale of property and effectively manage competing demands.Teamwork skills to work effectively in and promote communication between sales, property management and administrative teams in an agency environment.













Cluster 5 – Rural property professionalUnits of competencyCPPDSM4030A Appraise rural propertyCPPDSM4051A Lease rural property




Element 1 – Research rural property

1.1 Purpose of property appraisal is established with client in line with agency practice and legislative requirements.

Q1 Task 9 (TS, JRE)

1.2 Information on rural property is gathered and organised in a format suitable for analysis and interpretation in line with agency practice.

Q1 Task 9 (TS, JRE)

1.3 Information gathering methods are selected that are reliable, make efficient use of time and resources and are in line with agency practice.

Q1 Task 9 (TS, JRE)

1.4 Appropriate interpersonal communication techniques are used to access additional information from relevant people.

Q1 Task 9 (TS, JRE)

1.5 Source documents are obtained and analysed to determine status and ownership of rural property, in line with agency practice and legislative requirements.

Q1 Task 9 (TS, JRE)

Element 2 – Appraise sale price range or rental value of rural property for listing purposes

2.1 Appropriate method for appraising the sale price range or rental value of rural property is selected in line with agency practice.

Q1 Task 9 (TS, JRE)

2.2 Sale price range or rental value of rural property is appraised for listing purposes in line with client instructions, agency practice and legislative

Q1 Task 9 (TS, JRE)







requirements.

2.3 Appraisal of sale price range or rental value of rural property is in line with agency practice and is clear, justified and based on assessment of all factors.

Q1 Task 9 (TS, JRE)

2.4 Limitations in appraising rural property are recognised and specialist advice is sought as required in line with agency practice.

Q1 Task 9 (TS, JRE)

Element 3 – Present information

3.1 Information on sale price range or rental value of rural property is presented to client within specified time, budget and quality constraints and in line with client requirements and agency practice.

Q1 Task 9 (TS, JRE)

3.2 Information is prepared and presented in required format, style and structure using relevant business equipment and technology.

Q1 Task 9 (TS, JRE)

3.3 Feedback on suitability and sufficiency of appraisal is obtained and where appropriate incorporated into advice.

Q1 Task 9 (TS, JRE)

3.4 Agency property records are securely maintained in line with agency and legislative requirements, with due regard to client confidentiality.

Q1 Task 9 (TS, JRE)


Appraising the sale price range or rental value of rural property for listing purposes.

Q1 Task 9 (TS, JRE)

Gathering and researching information on rural property for use in conducting appraisals.

Identifying the limitations of rural property appraisals and sourcing specialist advice as required in line with agency







practice.

Knowledge of agency practice, ethical standards and legislative requirements associated with appraising the sale price range or rental value of rural property for listing purposes.

Knowledge of different property appraisal methods.

Maintaining agency property records with due regard to client confidentiality in line with agency practice and legislative requirements.

Presenting information on sale price range or rental value of rural property to clients within specified time, budget and quality constraints and in line with client requirements and agency practice.

Using appropriate methods for appraising the sale price range or rental value of rural property.

Required knowledge Agency principal relationship. Q1 Task 9 (TS, JRE)

Agency property records, including: key features of a records management system reasons for maintaining property records types of property records.

Determination of sales price range or rental price of rural properties, including: appraisal methods







local market factors.

Factors that affect return on rural property, such as: climatic economic international markets political social technological water key indicators of rural property market conditions.


Market conditions, including: leasing market conditions rural sector conditions sales market conditions.

Property appraisal, including: content and format of appraisal report difference between appraisal and valuation factors that influence whether rural properties are

comparable for appraisal purposes information required for appraisals of rural properties key sources of information required for appraisals







property appraisal methods purpose of property appraisals.


Property knowledge, including: chattels dairies – quotas, breeds, lactation, dairy layout and

equipment and conversion factors, such as dairy set-up, herd, access and distance

to market cropping properties – yields, seasons, types of crops,

soils, facilities such as grain storage and transport, diseases and rotational cropping general – local market conditions, trends in sector and

industry, land titles, geophysical and topographical characteristics, carrying capacity, local land

characteristics, production expectations, stock agistment and growing potential

grazing properties: dry sheep equivalent (DSE)/carrying capacity, pastures, soil

types and breeds irrigated properties: water licence availability, soil types,

topography, and types of reticulation, such as flood, drip, direct or row cropping

water.

Relevant federal, and state or territory legislation and local








government regulations relating to: animal health anti-discrimination aquaculture consumer protection crown land environmental issues equal employment opportunity (EEO) financial probity franchises and business structure industrial relations livestock native title OHS privacy rural property sales, leasing and management taxation water rights return on rural property investment risks and risk management strategies associated with

rural property appraisal role of the stock and station agent in providing property

appraisal







sources of information on market conditions.


Q1 Task 9 (TS, JRE)

Analytical skills to interpret documents such as legislation, regulations and rural property reports.


Application of risk management strategies associated with appraising the sale price range or rental value of rural property for listing purposes.

Computing skills to access the internet and web pages, prepare and complete online forms and search online databases.


Literacy skills to access and interpret a variety of texts, including legislation, regulations and rural property reports; prepare rural property appraisal reports; prepare formal and informal letters, advertisements and reports; and complete standard and statutory forms.

Numeracy skills to calculate and interpret data such as trends in rural property sale prices and rents.

Research skills to gather information from a variety of sources on different forms of property, rents and sale price trends, and







sale prices and rents of comparable rural properties.







Element 1 – Screen tenant or lessee enquiries

1.1 Enquiries from potential tenants or lessees regarding lease of rural property are handled promptly to enable high quality service delivery in line with agency requirements.

Q2 Task 9 (TS, JRE)

1.2 Appropriate rapport is established with potential tenants or lessees.

Q2 Task 9 (TS, JRE)

1.3 Enquiries from potential tenants or lessees undergo screening to determine their preferences, needs, financial limits and capacity to pay, in line with agency practice, ethical standards and legislative requirements.

Q2 Task 9 (TS, JRE)

1.4 Factors likely to influence the lease of rural properties are identified and potential tenant or lessee intentions are clarified.

Q2 Task 9 (TS, JRE)

1.5 Discussions with potential tenants or lessees are undertaken using promotional materials and effective interpersonal communication techniques to identify and match stated requirements with known listings.

Q2 Task 9 (TS, JRE)

1.6 Strategies for assisting potential tenants or lessees to decide to view properties are implemented in line with agency practice, ethical standards and legislative requirements.

Q2 Task 9 (TS, JRE)

1.7 Matters being disputed are analysed and evaluated in line with agency practice and market expectations to enable resolution.

Q2 Task 9 (TS, JRE)

1.8 Agency records associated with prospective tenant or Q2 Task 9 (TS, JRE)







lessee enquiries are completed in line with agency practice.

Element 2 – Undertake property inspection

2.1 Need for property inspection is clarified with owner and potential tenant or lessee.

Q2 Task 9 (TS, JRE)


Q2 Task 9 (TS, JRE)


Q2 Task 9 (TS, JRE)

2.4 Procedures for rural property inspections, including key control, prospective tenant or lessee property orientation, and strategies for ensuring security of property, are implemented in line with agency practice.

Q2 Task 9 (TS, JRE)

2.5 Promotional material on the property is used to describe main features of the property and agency tenancy or lease arrangements.

Q2 Task 9 (TS, JRE)

2.6 Effective questioning techniques are used to clarify prospective lessee or tenant interest in property.

Q2 Task 9 (TS, JRE)

2.7 Agency documentation associated with inspections is completed in line with agency practice.

Q2 Task 9 (TS, JRE)

Element 3 – Obtain and review tenancy or lease applications

3.1 Tenancy or lease applications are reviewed in line with legislative requirements and agency practice to ensure that they are complete and accurate.

Q2 Task 9 (TS, JRE)

3.2 Applicant references are checked and results recorded in Q2 Task 9 (TS, JRE)







line with legislative requirements, ethical standards and agency practice.

3.3 Application processes are reviewed to ensure compliance with legislative requirements, ethical standards and agency practice.

Q2 Task 9 (TS, JRE)

3.4 Procedures for gaining owner approval for tenancy or lease are implemented in line with legislative requirements, ethical standards and agency practice.

Q2 Task 9 (TS, JRE)

3.5 Effective negotiation techniques are used to persuade and reach agreement between owner and tenant or lessee on terms of tenancy agreement or lease.

Q2 Task 9 (TS, JRE)

3.6 Selected applicant is notified and details are recorded in agency systems.

Q2 Task 9 (TS, JRE)

Element 4 – Complete tenancy or lease documentation and place tenant or lessee in property

4.1 Tenancy agreement or lease documentation is produced and completed in line with agency practice, legislative requirements and owner instructions.

Q2 Task 9 (TS, JRE)

4.2 Procedures for placing new tenant or lessee in property are implemented in line with legislative requirements, ethical standards and agency practice.

Q2 Task 9 (TS, JRE)

4.3 Required government fees and duty are paid in line with legislative requirements.

Q2 Task 9 (TS, JRE)

4.4 Security deposits are obtained, deposited and recorded as required by agency practice and legislative

Q2 Task 9 (TS, JRE)







requirements.

4.5 Tenancy agreement or lease documentation is served to relevant parties in required timeframes.

Q2 Task 9 (TS, JRE)

Element 5 – Record tenancy or lease arrangements

5.1 Tenancy or lease database is updated to record details of tenancy or lease arrangements in line with agency practice.

Q2 Task 9 (TS, JRE)

5.2 Trust account transactions are accurately recorded to show moneys taken in and disbursements made according to agency practice, legislative requirements, and tenancy agreement or lease documentation.

Q2 Task 9 (TS, JRE)


Completing lease arrangements, including relevant agency and statutory documentation, in line with agency practice, ethical standards and legislative requirements.

Q2 Task 9 (TS, JRE)

Conducting inspections for prospective lessees in line with agency practice, ethical standards and legislative requirements.

Knowledge of agency practice, ethical standards and legislative requirements associated with the lease of industrial, commercial and retail property.

Knowledge of consumer protection principles and the rights and obligations of licensed real estate agents and real estate representatives in regard to retail leases.

Monitoring lease arrangements against lease agreement requirements, and safely and securely maintaining all relevant







documentation.

Negotiating terms and conditions of industrial, commercial and retail leases in line with agency practice, ethical standards and legislative requirements.

Qualifying lessees in line with agency practice, ethical standards and legislative requirements.

Recording lease arrangements in line with agency practices.

Required knowledge Consumer protection and retail leases, including: consumer protection principles relevant to retail leases effect of consumer protection legislation on contracts penalties and remedies available for breaches of

consumer protection legislation rights and obligations of estate agents under consumer

protection legislation in relation to retail leases contracts

ethical practices associated with leasing industrial, commercial and retail property

negotiation skills and techniques.

Q2 Task 9 (TS, JRE)


Property inspections, including: agency documentation benefits conducting and following up property inspections key control







planning property inspections promotional materials security of properties.


Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination and equal employment opportunity consumer protection, fair trading and trade practices employment and industrial relations environmental issues financial services franchises and business structure leases OHS pivacy zoning rent, including:

o calculation

o rent increase

qualifying lessees, including:o capacity to pay

o financial limits

o marketing aids

o matching suitable properties to lessee needs







o motives

o needs and preferences

o strategies for assisting potential lessee to view property

leases, including:o condition report and disclosure statements

o dispute resolution processes

o format of agreements

o key features and types of industrial, commercial and retail leases

o legal obligations of agent, lessor and lessee

o rents, security deposits and bond moneys

o statutory and agency documentation

o terms and conditions

o risks and risk management strategies

o trust accounts.


Q2 Task 9 (TS, JRE)

Analytical skills to interpret documents such as agency and statutory forms associated with the lease of industrial, commercial and retail property







Application of risk management strategies associated with leasing industrial, commercial and retail property

Computing skills to access agency databases, send and receive emails, and complete standard forms online

Decision making and problem solving skills to analyse situations associated with leasing industrial, commercial and retail property and make decisions consistent with legislative and ethical requirements

Literacy skills to access and interpret a variety of texts, including legislation and regulations; prepare general information, papers, and formal and informal letters; and complete standard and statutory forms

Negotiation skills to reach agreement with lessors and lessees on lease conditions

Numeracy skills to calculate and interpret data, such as rents and security deposits


Planning, organising and scheduling skills to finalise lease documentation

Research skills to identify and locate documents and information relating to leasing of industrial, commercial and retail properties.







Element 1 – Prepare for sale by tender

1.1 Agreement to sell rural property by tender is obtained from seller in line with agency practice and legislative requirements.

Q3 Task 10 (TS, JRE)

1.2 Tender details are established to enable preparation of tender documentation in line with agency practice and legislative requirements.


1.3 Assisting professionals are instructed to prepare tender documentation in line with agency practice and legislative requirements.


1.4 Assisting professionals are followed up in a timely manner to ensure prompt delivery of tender documentation.


1.5 Property promotion and advertising are implemented consistent with seller instructions, agreed marketing plan and agency practice.


1.6 Advertising schedule and advertisement copy are prepared in line with agreed budget, marketing plan, agency practice and legislative requirements.


1.7 Advertising schedule, advertisement copy and promotional material are reviewed for accuracy, quality, cost effectiveness and impact.


1.8 Placement of advertising and development of promotional material are coordinated to ensure maximum impact.


Element 2 – Receive 2.1 Tenders are received and placed in a locked container to maintain confidentiality until closing date in line with








tenders and complete sale of rural property

agency practice.

2.2 Progress on receipt of tenders is advised to seller on a regular basis.


2.3 Tenders are made available to seller after closing date so that a decision can be taken on success or otherwise of the process.


2.4 Successful tenderer is promptly advised so that contract can be signed.


2.5 Negotiations are conducted in a professional manner with tenderers in line with seller instructions, agency practice and legislative requirements.


2.6 Sales documentation is completed and deposit taken at conclusion of process to evidence seller’s and buyer’s respective obligations.


2.7 Successful outcome of process is advised to assisting professionals by sending exchanged contracts in a timely manner.


2.8 Deposit is processed promptly in line with contract, legislative requirements and agency practice.


2.9 Special contract conditions are followed up to facilitate settlement within contract parameters.


Element 3 – Negotiate with tenderers if tender received

3.1 Negotiations with all or selected tenderers are commenced if tenders are unacceptable to seller in line with seller instructions, agency practice and legislative








are unacceptable to seller requirements.





3.4 Effective techniques are used for dealing with conflict and breaking deadlocks, where required, in line with agency practice, ethical standards and legislative requirements.


3.5 Effective techniques are used for closing sale in line with agency practice, ethical standards and legislative requirements.



Arranging and conducting property inspections for potential buyers.


Completing standard and statutory documentation associated with the sale by tender of rural property in line with legislative requirements and agency practice.

Knowledge of agency practice, ethical standards and legislative requirements affecting the tendering of rural property.

Knowledge of consumer protection principles that impact on the sale of rural property by tender.

Maintaining agency records associated with the sale of rural property by tender.







Maintaining communications with sellers throughout the tender process.

Negotiating the sale of rural property if tenders are unacceptable to the seller, in line with seller instructions, agency practice and legislative requirements.

Required knowledge Consumer protection principles that impact on the sale of property, including: false representation and misleading conduct in relation to

the sale of land impact of consumer protection legislation on contracts insurance provisions penalties and remedies for breaches protection offered for consumers rights and obligations of agents secret commissions ethical and conduct standards.

Written knowledge-based questions


General legal principles that impact on property law relating to the sale of property by tender, including: fee simple and life estates general law system and the Torrens system of title mortgages real and personal property restrictive covenants types of interest in land







insurance marketing aids negotiation techniques property inspections.


Property knowledge, including: cropping properties – yields, seasons, types of crops,

soils, facilities such as grain storage and transport, diseases and rotational cropping

dairies – quotas, breeds, lactation, dairy layout and equipment and conversion factors, such as dairy set-up, herd, access and distance to market

general – local market conditions, trends in sector and industry, land titles, geophysical and topographical characteristics, carrying capacity and local land characteristics

grazing properties: dry sheep equivalent (DSE)/carrying capacity, pastures, soil types and breeds

irrigated properties: water licence availability, soil types, topography, and types of reticulation, such as flood, drip, direct or row cropping

water.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination aquaculture








consumer protection equal employment opportunity (EEO) financial probity franchises and business structure industrial relations livestock native title OHS privacy advantages and disadvantages after-sales procedures agency and statutory documentation identifying suitable properties for sale by tender negotiation procedures when tender is unacceptable role of stock and station agent in the tender process techniques for identifying needs and motivations of

buyers.



Analytical skills to interpret documents such as legislation, regulations, contracts and requests for tender.

Application of risk management strategies associated with







selling rural property by tender.



Literacy skills to access and interpret a variety of texts, including legislation, regulations and tender documentation; prepare general information, papers, formal and informal letters, advertisements, reports and applications; and complete standard tender forms.


Negotiation skills to assist sellers and buyers reach agreement on selling price of rural property.

Numeracy skills to calculate and interpret data such as commissions and entitlements.

Planning, organising and scheduling skills to undertake work-related tasks such as scheduling tender dates

Research skills to identify and source documents and information related to sale of rural property by tender.







Element 1 – Qualify buyer 1.1 Enquiries from potential buyers regarding purchase of rural property are handled promptly to enable high quality service delivery according to agency requirements.


1.2 Appropriate rapport is established with potential buyer. Q4 Task 10 (TS, JRE)

1.3 Buyer requirements are clarified and accurately assessed using appropriate interpersonal communication techniques.


1.4 Factors likely to influence purchase of rural properties are identified and used to confirm buyer’s intentions.


1.5 Potential buyers are provided with information about available and prospective listings and assisted to find the listing that best matches their requirements.


1.6 Potential buyers are assisted in making a decision to view properties using information obtained from sellers and buyers.


1.7 Qualified prospects are recorded to maximise future marketing activities.


Element 2 – Arrange property inspection for potential buyer





2.3 Promotional material on the property is used to describe Q4 Task 10 (TS, JRE)







main sales features of property.

2.4 Effective questioning techniques are used to clarify buyer interest in property.


2.5 Records of inspection are accurately completed in line with agency practice.


Element 3 – Maintain communication with seller

3.1 Seller confidence in agency marketing activities is maintained through ongoing contact and correspondence.


3.2 Communication is diarised to provide an accurate and objective record of progress reports to seller.


Element 4 – Deliver effective sales presentation

4.1 Factors affecting the successful conclusion of the sale are identified and addressed in the sales presentation.


4.2 Key decision makers are identified to ensure that their needs and concerns are met in sales presentation.


4.3 Main features of rural property are matched to buyer’s stated needs and motivations.


4.4 Relevant legal and financial information is used to support sales presentation.


4.5 Effective communication and presentation skills are used to create buyer interest and focus buyer attention on property.


4.6 Buyer is given time and space to evaluate rural property while time is used to maximum advantage to promote








property.

4.7 Buyer is encouraged to clarify key aspects of property before a decision is made to purchase property.


4.8 Buyer questions are answered fully and honestly. Q4 Task 10 (TS, JRE)

4.9 Details of offer to purchase property submitted by buyer are confirmed and documented.


Element 5 – Submit offer and negotiate property sale

5.1 Offer from buyer is submitted to seller in line with agency practice, ethical standards and legislative requirements.


5.2 Professional agency advice is provided to seller that incorporates declared knowledge of buyer’s motivations.


5.3 Negotiations are conducted with buyer according to seller response in a professional manner and showing respect for seller and buyer in line with agency practice, ethical standards and legislative requirements.








5.7 Effective techniques are used for closing sale. Q4 Task 10 (TS, JRE)

5.8 Mutually agreed price and conditions of sale are established and confirmed with seller and buyer in writing








in line with agency practice.

5.9 Relevant sale of property documentation is explained to seller and buyer in line with agency and statutory requirements for finalisation of property transaction.


5.10 Documented agreed price and conditions of sale are made accessible that provide an accurate record of agreement and meet agency and statutory requirements for finalisation of property transaction.


Element 6 – Manage contract to settlement

6.1 Settlement requirements are identified and checked with relevant parties to minimise misunderstanding or breaches of contract in line with agency practice and legislative requirements.


6.2 Requests from buyer to inspect rural property prior to settlement are facilitated in line with agency practice and legislative requirements.


6.3 Information on buyer and seller responsibilities with regard to building and content insurance prior to settlement is provided in line with agency practice and legislative requirements.


6.4 Procedures for the holding and release of deposit funds during the settlement period are implemented in line with agency policy and legislative requirements.


6.5 Settlement within the contract’s legal framework is Q4 Task 10 (TS, JRE)







ensured by liaison with settlement agents and other assisting professionals representing the seller and buyer.

6.6 Contingency plans are prepared in consultation with relevant legal agents to avoid the possibility of one or more parties to the transaction being unable to fulfil contractual obligations.


6.7 Appropriate procedures are implemented if one or more parties to the transaction are unable to fulfil contractual obligations.


6.8 Effective communication techniques are used in liaising with seller, buyer or other parties representing the seller and buyer through the settlement process.


6.9 Progress of settlement agents and other assisting professionals is monitored in line with agency practice.


Element 7 – Prepare documentation for agency disbursements

7.1 Settlement financial transactions are checked for accuracy against contractual documentation.


7.2 Agency fees are calculated and safeguarded during disbursement activities.


7.3 Authorised agency disbursements are obtained within contractual, agency and statutory requirements.


7.4 Financial systems are updated to reflect authorised transactions.


7.5 Due and proper attention is paid to obtaining required authorisations, signatures and identifications prior to








disbursement.

Element 8 – Decide on future contact with prospects

8.1 Nature of future contact with prospects is assessed in light of likely future agency–client interaction.


8.2 Business correspondence records are held on file to provide justification for the continuation or termination of contact, and are communicated without prejudice to the parties involved.


Element 9 – Maintain client relationships

9.1 Business relationships are established and maintained by mutual evaluation of seller and buyer satisfaction with services provided.


9.2 Business records and databases are updated to facilitate networking and inform marketing strategy planning.



Arranging and conducting property inspections for potential buyers.


Completing standard and statutory documentation associated with the sale of rural property.

Knowledge and application of approaches for qualifying buyers.

Knowledge of agency practice, ethical standards and legislative requirements affecting the sale of rural property, the transfer of ownership required for the legal sale of rural property and agency disbursements.

Knowledge of consumer protection principles that affect the Page 395 of 451 © Department of Training and Workforce Development 2010







sale of rural property.

Maintaining business records associated with the sale of property.

Maintaining communications with sellers and buyers throughout the sales process.

Negotiating the sale of property with sellers and buyers.

Planning and delivering effective sales presentations to facilitate sale of rural property.

Managing contracts for sale of rural property to settlement.

Monitoring the lodgement of documents for the correct transfer of ownership required for a legal sale of all types of rural property and businesses.

Preparing documentation for agency disbursements.

Required knowledge Agency disbursements, including: authorisations, signatures and identifications that must be

obtained prior to disbursement calculation and protection of agency fees during

disbursement activities documentation for agency disbursements financial transactions that take place at settlement.


Consumer protection principles that impact on the sale of rural property, including:







cooling off provisions false representation and misleading conduct in relation to

the sale of land impact of consumer protection legislation on contracts insurance provisions penalties and remedies for breaches protection offered for consumers rights and obligations of agents secret commissions.


Contracts for sale of rural property, including: chattels and fixtures contract inclusions, such as pasturing of livestock,

clearing of timber, verification of equipment specifications, irrigation equipment, trailers, pipes, machinery, fencing materials and electric fencing components

contract requirements for special circumstances, such as providing finance

defects in property defects in title affect of acceptance of title implied matters prescribed or permitted forms requisitions on title special conditions, such as insurance, natural increases,

timber, crops, water licences, permissive occupancy,






CPPDSM4021A Sell and finalise sale of rural property by private treatypossession prior to completion or depasturing.

Deposit funds, including: capacity in which an agent holds deposit moneys circumstances in which deposit moneys may be released

by the agent to the seller procedures an agent must follow when receiving deposit

funds from a buyer ethical and conduct standards.


General legal principles that affect property law relating to the sale of rural property, including: adverse possession contracts easements fee simple and life estates mortgages real and personal property restrictive covenants the general law system and the Torrens system of title types of interest in land insurance marketing aids.

Methods of sale, such as: auction







off the plan private treaty reverse auction specialised properties tender negotiation techniques.



Property knowledge, including: cropping properties – yields, seasons, types of crops,

soils, facilities such as grain storage and transport, diseases and rotational cropping

dairies – quotas, breeds, lactation, dairy layout and equipment and conversion factors, such as dairy set up, herd, access and distance to market

general – local market conditions, trends in sector and industry, land titles, geophysical and topographical characteristics, carrying capacity and local land characteristics

grazing properties – dry sheep equivalent (DSE)/carrying capacity, pastures, soil types and breeds

irrigated properties – water licence availability, soil types, topography and types of reticulation, such as flood, drip, direct or row cropping

water







qualifying buyers.


Relevant federal, and state or territory legislation and local government regulations relating to: animal health anti-discrimination aquaculture consumer protection crown land environmental issues equal employment opportunity (EEO) financial probity franchises and business structure industrial relations livestock native title OHS privacy rural property sales, leasing and management taxation water rights.

Rural property sales, including: after-sales procedures agency and statutory documentation







sales presentation.


Settlement, including: buyer’s rights to inspect property prior to settlement contingencies that may emerge prior to settlement and

actions that can be taken to avoid one or more parties being unable to fulfil contractual obligations

forms prepared at settlement procedures for handling possible deterioration of stock,

chattels and property if the sale fails to complete procedure for settling the sale of property responsibilities of sellers and buyers responsibility of sellers and buyers with regard to building

and content insurance prior to settlement rights of sellers and buyers if either party is unable to

settle on due date techniques for identifying needs and motivations of

buyers trust accounting.

Required skills Ability to communicate with and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities on matters associated with sale of rural property.


Analytical skills to interpret documents such as contracts, legislation and regulations.








Application of risk management strategies associated with the sale of rural property.


Decision-making and problem-solving skills to analyse situations and make decisions consistent with legislative and ethical requirements associated with sale of rural property.

Literacy skills to access and interpret a variety of texts, including legislation, regulations and contracts; prepare general information, papers, formal and informal letters, reports and applications; and complete standard and statutory forms.

Negotiation skills to assist sellers and buyers to reach agreement on price and conditions of sale of rural property.

Numeracy skills to perform calculations associated with rural property sales.

Planning, organising and scheduling skills to make appointments with sellers and buyers in the process of selling rural property.

Research skills to identify and source documents and information related to sale of rural property.
















Cluster 6 – Manage businesses for saleUnits of competencyCPPDSM4029A Appraise businessCPPDSM4053A List business for sale




Element 1 – Research the market

1.1 Appropriate information is identified and organised in a format suitable for analysis according to legislative and agency requirements.


1.2 Business technology is used to access and organise information according to agency requirements.


1.3 Market information is processed and analysed to assist in making an assessment of the listed business’ marketability and viability.


1.4 Current business financial data is collected and evaluated to determine financial status according to agency requirements.


1.5 Current market value of business assets and trends for similar businesses are obtained and analysed to establish benchmarks.


1.6 Client is informed of relevant current market factors and their potential impact on the business’ sale or purchase price according to agency requirements.


Element 2 – Appraise the business

2.1 Source and occupancy documents are obtained and analysed according to legislative and agency requirements.








2.2 Ownership and status of the business and relevant associated components are determined in line with statutory and agency requirements.


2.3 Profitability of the business and associated components is determined using appropriate appraisal practices according to agency requirements.


2.4 Market-related pricing structures are determined and assessed against buyer and seller expectations.


2.5 Feedback is collated and provided to personnel and agencies involved in the appraisal process.


2.6 Recommendations are made to the client regarding purchase or selling price according to agency requirements and procedures.


Element 3 – Complete appraisal

3.1 Appraised price is determined on the basis of the appraisal and negotiated with the client.


3.2 Conclusions and recommendations are prepared from source documents that provide constructive advice for future appraisals.


3.3 Records and documentation are completed according to client and agency requirements.



Analysing the business and associated plant and equipment and finances, as they relate to appraising a business.


Clarifying concerns and communicating with clients to enable







the appraisal process and resolve complications.

Documenting agreements and distributing relevant documents and information to clients and other relevant internal and external parties.

Knowledge of agency practice, ethical standards and legislative requirements associated with appraising a business.

Preparing and structuring advice on the appraisal process.

Required knowledge Agency’s business structure. Q1 Task 11 (TS, JRE)

Basic accounting principles, such as double entry bookkeeping and accrual accounting.

Interpretation of financial data and reports, including comparative balance sheets, budget sheets and profit and loss statements.

Mechanisms to obtain and analyse client comments and feedback.Organisation’s policy and procedures for client service, including ethical behaviour and listing procedures.


Principles and techniques for checking and validating financial statements and the ownership and status of a business and associated plant and equipment.

Principles and techniques for communicating concerns to clients.

Relevant federal, and state or territory legislation and local government regulations relating to:







anti-discrimination business operation and listings, especially in regard to

franchises and business structures, and the sale and appraisal of businesses

consumer protection environmental issues equal employment opportunity financial probity industrial relations OHS service standards and agency requirements strategies for planning and monitoring appraisal activities types of appraisal methodologies, principles and

techniques for valuing a business, and benefits and limitations of each for a variety of business types.

Required skills Determination of the most appropriate appraisal methods. Q1 Task 11 (TS, JRE)

Identification and analysis of the current market trends and positions.

Interaction with clients and resolution of their concerns and issues.

Obtaining information relevant to the appraising a business, and the provision of information on the appraisal process and final appraisal.







Reading skills to access and interpret a variety of information relating to appraising a business and relevant information regarding legislative requirements.

Ability to relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities.

Selection and use of appropriate technology.







Element 1 – Establish client and agency requirements

1.1 Agency fees and fee structures are explained to client and negotiated as necessary according to agency and legislative requirements and expectations.


1.2 Schedules and budgets for listing and promotion are discussed with client according to agency practice.


1.3 Client questions or concerns are canvassed, clarified and wherever possible resolved according to agency and legislative requirements.


1.4 Client instructions in relation to the listing and potential sale are recorded to prepare the client profile and meet legislative and agency requirements regarding sales and listings.


Element 2 – Establish status and ownership of status

2.1 Client guidelines in relation to the sales process are obtained and agreed to.


2.2 Source documents for the business and owners and appropriate seller warranties are obtained according to legislative and agency requirements.


2.3 Structure, ownership and status of associated plant and equipment are determined and verified according to legislative and agency requirements.


2.4 Conditions of occupancy are identified and verified. Q2 Task 11 (TS, JRE)

2.5 Identified status and ownership concerns are communicated to client and clarification is sought.








Element 3 – Complete listing

3.1 Pricing structures and price break-ups are determined, discussed and agreed with the client according to agency practice.


3.2 Marketing plans and budgets for the sale of business and related components are determined, drafted and agreed.


3.3 Formal documents are produced and distributed to reflect agreements made by parties involved in the listing process.


3.4 Information is provided to clients that reflects progress made in relation to determining the status of business, listing process and terms of the agreement.


3.5 Clients are provided with further information about available choices for meeting their needs and are assisted in selection of preferred options.


3.6 Formal documentation for listing of the business is finalised.



Analysing business and associated plant and equipment ownership and status, as they relate to listing a business with a brokerage office.


Clarifying concerns and communicating with clients to enable the listing process and to resolve complications.

Documenting agreements and distributing relevant information to clients and relevant internal and external parties.

Knowledge of agency practice, ethical standards and







legislative requirements related to listing a business for sale.

Preparing and structuring advice on the listing process for businesses.


Mechanisms to obtain and analyse client comments and feedback.

Organisation’s policy and procedures for client service, including ethical behaviour and listing procedures.

Principles and techniques for checking and validating financial statements and status of a business, associated plant and equipment, and financial statements; and communicating concerns to clients.

Required knowledge

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination business broking business operation and listings, especially in regard to

franchises and business structures, and the sale and listing of businesses

consumer protection environmental issues equal employment opportunity industrial relations







(continued) OHS service standards and best practice models.

Required skills Ability to access a variety of information relating to listing a business and relevant information regarding legislative requirements.


Identification of current market trends and positions, and the determination of the best listing options.

Liaison with clients.

Provision of information on recommended methods for listing.


Resolution of client concerns and issues.








Element 1 – Develop business profile

1.1 Possible marketing strategies and budgets for the sale of the business and related components are discussed, drafted and agreed.


1.2 Business profile that accurately portrays the listed business to prospective buyers is prepared, developed and made available according to legislative and agency requirements.


1.3 Necessary source documents are identified, obtained and made available for inspection according to legislative and agency requirements.


1.4 Client is informed of any potential difficulties related to the sale of listed business in its current state and is advised of appropriate options.


Element 2 – Develop buyer profile

2.1 Potential buyer profile is discussed with seller. Q3 Task 11 (TS, JRE)

2.2 Profile of potential buyer is agreed with seller. Q3 Task 11 (TS, JRE)

2.3 Buyer profile is compared to business buyer database. Q3 Task 11 (TS, JRE)

Element 3 – Prepare marketing material

3.1 Marketing materials that reflect agreed property and agency marketing strategies are developed within agreed budget constraints and timeframes.


3.2 Promotional methods that best fit the listed business and potential market are selected and used to ensure maximum impact within specified markets.


3.3 Networks are used to assist in the implementation of Q3 Task 11 (TS, JRE)Page 415 of 451 © Department of Training and Workforce Development 2010







promotional activities.

3.4 If appropriate, business technology is used to structure and present information on listings.


Element 4 – Implement marketing options

4.1 Marketing strategies are implemented and monitored against agreed budget.


4.2 Personnel and resources required to support, promote and market the listed business are identified and prepared to support the achievement of a successful outcome.


4.3 Client is informed of marketing strategy and is kept informed of progress according to legislative and agency requirements.


Element 5 – Review and report on marketing activities

5.1 Need for alternative marketing strategies and adjustments is assessed in consultation with appropriate personnel and agreement is reached with the client on any substantial change in direction.


5.2 Feedback is collated and provided to personnel and agencies involved in the promotion and marketing of the listed business.




5.4 Marketing costs and timelines are analysed to evaluate and improve upon future marketing strategies.








5.5 Recommendations on future promotion and marketing initiatives are made based on verifiable evidence.



Analysing marketing options and current market trends. Q3 Task 11 (TS, JRE)

Communicating and negotiating with relevant parties and monitoring the marketing process to ensure effective marketing of the property.

Documenting relevant information on the marketing process.

Knowledge of agency practice, ethical standards and legislative requirements associated with marketing a listed business.

Preparing and structuring marketing materials and options.


Agency’s policy and procedures for client service, including ethical behaviour and marketing procedures.

Mechanisms to obtain and analyse client comments and feedback.

Principles and techniques for communicating concerns to clients.


Principles and techniques for marketing a business.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination







business broking business operation and appraisals, especially in regard to

franchises and business structures, and the sale and appraisal of businesses

consumer protection environmental issues equal employment opportunity industrial relations OHS sales and listing of businesses service standards and best practice models.

Strategies for planning and monitoring marketing activities.

Types of marketing, and benefits and limitations of each for a variety of business types.

Required skills Ability to access a variety of information relating to marketing a business.


Determination of the most appropriate marketing methods.

Identification of current market trends and positions.

Interpretation and compliance with legislative requirements.

Liaison with clients, marketing agents and other staff.

Obtaining of information relevant to marketing a business and provision of information on the marketing process and its







progress.


Resolution of potential marketing dilemmas and client concerns and issues.








Element 1 – Model high standard of performance

1.1 Business broking services and work practices are planned and implemented according to client requirements and agency values, legislative requirements and ethical standards.


1.2 Work reflects an understanding and respect of individual differences, and work processes are adapted as appropriate to meet the specific needs of the client and other staff.


1.3 Breaches of organisational codes of ethics or practice are recognised and reported according to agency and professional standards and procedures.


Element 2 – Develop and maintain professional competence

2.1 Feedback from clients and colleagues is used to identify and develop ways to improve competence in providing business broking services.


2.2 Personal knowledge and skills in providing business broking services are assessed against occupational competency standards and other relevant benchmarks to determine professional development needs and priorities.


2.3 Opportunities for personal development strategies to maintain currency of professional competency in providing effective business broking services are identified and implemented.


2.4 Professional networks are participated in to identify and build relationships with relevant individuals and organisations and to obtain and maintain personal knowledge.


Element 3 – Interpret and 3.1 Legal and procedural requirements relevant to business Q4 Task 12 (TS, JRE)







apply financial, legal and procedural requirements

broking services are identified according to agency requirements.

3.2 Key legal and procedural principles relating to agency values and requirements are identified and interpreted according to legislative requirements.


3.3 Financial information relevant to business are identified and assessed according to agency requirements.


3.4 Own interpretation and application of financial, legal and procedural requirements are confirmed with appropriate persons to ensure consistency.


3.5 Applicable legislative and procedural requirements are complied with in own work performance and ethics.



Interpreting and complying with relevant legislative, financial and procedural requirements and confirming own understanding and application with relevant people.


Interpreting and complying with ethical practices and codes of conduct and checking own understanding and application with relevant people.

Identifying a range of potential and existing risks using appropriate information collection techniques, and discussing recommendations on strategies to minimise risks with relevant people.

Completing standard contractual documentation ensuring adherence to legislative and procedural requirements, and







securely maintaining property information.

Interpreting and using industry employment and professional development guidelines and benchmarks, and seeking assistance from key industry and statutory organisations to ensure own continuous professional development.

Interpreting and verifying own role and responsibilities and demonstrating an understanding and respect of individual differences in carrying out work tasks.

Required knowledge Agency’s business structure, service standards and best practice models.


Basic valuation principles and methodologies.

Business financial structures and status.

Business legal structures and status.

Business standards.

Current organisational and professional procedures and practices.

Ethical practices.

Trust accounting principles and practices.


How to develop professional networks.

How to identify and prioritise personal learning needs.Interpretation of financial frameworks, including profit and loss statements and balance sheets.






CPPDSM4079A Work in the business broking sectorMechanisms to obtain and analyse client and colleague comments and feedback.

Relevant federal, and state or territory legislation and local government regulations relating to: anti-discrimination business broking business structure and operations and appraisals,

especially in regard to:o franchise and business structures

o consumer protection

o corporations

o environment

o equal employment opportunity

o financial probity

o industrial relations

o taxation

o trade practices

o risk factors relating to a variety of transactions

o specific limitations of work role, responsibility and professional abilities.

Required skills Ability to access and understand a variety of information relating to business broking services.


Accessing learning opportunities to extend own personal work







competencies to improve service delivery in business broking.

Adapting work processes to meet the specific needs of clients or colleagues as required.

Developing and expanding professional networks and participating in positive relationship building to further enhance skills and knowledge.

Identification and completion of appropriate documentation.

Identification of ways to improve performance through seeking feedback from clients and colleagues.

Interpretation and compliance with legal and procedural requirements.

Maintenance of trust accounts.

Monitoring own performance and identifying any personal development needs.


Basic accounting.
















Cluster 7 – Property industry professionalUnits of competencyBSBWOR402A Promote team effectivenessBSBLED401A Develop teams and individuals




Element 1 – Plan to achieve team outcomes

1.1 Identify, establish and document team purpose, roles, responsibilities, goals, plans and objectives in consultation with team members.


1.2 Support team members in meeting expected outcomes. Q1 Task 13 (TS, TMS, JRE)

Element 2 – Develop team cohesion

2.1 Provide opportunities for input of team members into planning, decision-making and operational aspects of work team.


2.2 Encourage and support team members to take responsibility for own work and to assist each other in undertaking required roles and responsibilities.


2.3 Provide feedback to team members to encourage, value and reward individual and team efforts and contributions.


2.4 Recognise and address issues, concerns and problems identified by team members or refer to relevant persons as required.


Element 3 – Participate in and facilitate work team

3.1 Actively encourage team members to participate in and take responsibility for team activities and communication processes.








3.2 Give the team support to identify and resolve problems which impede its performance.


3.3 Ensure own contribution to work team serves as a role model for others and enhances the organisation's image within the work team, the organisation and with clients/customers.


Element 4 – Liaise with management

4.1 Maintain open communication with line manager/management at all times.


4.2 Communicate information from line manager/management to the team.


4.3 Communicate unresolved issues, concerns and problems raised by the team/team members to line manager/management and ensure follow-up action is taken.


4.4 Communicate unresolved issues, concerns and problems related to the team/team members raised by line managers/management to the team and ensure follow-up to action is taken.



Teamwork plan with details of how it was generated and how it will be monitored so that team goals can be met.


Techniques in communicating information, dealing with team conflict and resolving issues.

Knowledge of organisational goals, objectives and plans.







Required knowledge Organisational goals, objectives and plans. Q1 Task 13 (TS, JRE)

Organisational policy and procedures framework.

Organisational structure, including organisational chart.

Principles and techniques associated with: delegation and work allocation goal setting group dynamics and processes individual behaviour and difference leadership motivation negotiation planning.

Required skills Communication skills to: boost team morale deal with team conflict deliver messages from management facilitate discussion mentor and coach.


Leadership skills.

Planning and organising skills.







Element 1 – Determine development needs

1.1 Systematically identify and implement learning and development needs in line with organisational requirements.


1.2 Ensure that a learning plan to meet individual and group training and development needs is collaboratively developed, agreed to and implemented.


1.3 Encourage individuals to self-evaluate performance and identify areas for improvement.


1.4 Collect feedback on performance of team members from relevant sources and compare with established team learning needs.


Element 2 – Develop individuals and teams

2.1 Identify learning and development program goals and objectives, ensuring a match to the specific knowledge and skill requirements of competency standards relevant to the industry.


2.2 Ensure that learning delivery methods are appropriate to the learning goals, the learning style of participants, and availability of equipment and resources.


2.3 Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate individual and team achievement of competencies.


2.4 Create development opportunities that incorporate a range of activities and support materials appropriate to the achievement of identified competencies.








2.5 Identify and approve resources and timelines required for learning activities in accordance with organisational requirements.


Element 3 – Monitor and evaluate workplace learning

3.1 Use feedback from individuals or teams to identify and implement improvements in future learning arrangements.

Q3, 4 Task 13 (TS, TMS, JRE)

3.2 Assess and record outcomes and performance of individuals/teams to determine the effectiveness of development programs and the extent of additional development support.


3.3 Negotiate modifications to learning plans to improve the efficiency and effectiveness of learning.


3.4 Document and maintain records and reports of competency according to organisational requirements.



Identifying and implementing learning opportunities for others. Q3, 4 Task 13 (TS, TMS, JRE)

Giving and receiving feedback from team members to encourage participation in, and effectiveness of, team.

Creating learning plans to match skill needs.

Knowledge of relevant legislation.

Required knowledge Key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as: anti-discrimination legislation








ethical principles codes of practice privacy laws occupational health and safety (OHS).

Facilitation techniques to encourage team development and improvement.

Organisational policies, plans and procedures.

Career paths and competency standards relevant to the industry.

Required skills Communication skills to receive and report on feedback, to maintain effective relationships and to manage conflict.


Culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.

Leadership skills to gain trust and confidence of clients and colleagues.


Literacy skills to read, write and understand a variety of texts; and to edit and proofread documents to ensure clarity of meaning, accuracy and consistency of information.

Negotiation skills to achieve mutually acceptable outcomes.

Technology skills to support effective communication and presentation.









Element 1 – Assess conflict or dispute

1.1 Conflict or dispute is identified and responses are evaluated according to organisational and legislative requirements.


1.2 Causes of conflict or dispute are recognised and appropriate responses to prevent escalation are identified according to organisational procedures.


1.3 Effective observation and active listening skills are used to elicit and interpret verbal and non-verbal information.


1.4 Effective communication techniques are used to ensure an accurate exchange of information.


1.5 Situations requiring specialist advice are identified and assistance is sought as required according to organisational requirements.


Element 2 – Negotiate resolution

2.1 Conflict or dispute is negotiated and resolved constructively using strategies that comply with established organisational procedures.


2.2 Negotiation techniques are used to maintain positive interaction, and divert and minimise aggressive behaviour.


2.3 Communication with others is conducted in a courteous manner that reflects sensitivity to individual, social and cultural differences according to organisational requirements.


2.4 Contradictions, ambiguity, uncertainty or Q2 Task 14 (TS, TMS, Page 435 of 451 © Department of Training and Workforce Development 2010







misunderstandings are identified and clarified according to organisational procedures.

JRE)

2.5 Factors that might impact on the safety or security of clients and colleagues are identified and appropriate responses or contingency measures are formulated and implemented.


Element 3 – Evaluate response

3.1 Effectiveness of response is evaluated and reviewed according to legislative and organisational requirements.

Q2 Task 14(TS, TMS, JRE)

3.2 Response evaluation findings are organised in a format suitable for analysis according to organisational requirements.


3.3 Incident observations are provided in an accurate, concise and constructive manner when reviewing and debriefing situations.


3.4 Business equipment and technology are used to prepare records and reports according to applicable OHS, legislative and organisational requirements.


3.5 Information is securely maintained with due regard to confidentiality, and legislative and organisational requirements.



Evaluating resolution process and accurately recording and reporting facts and outcomes.


Knowledge of organisation’s practices, ethical standards and legislative requirements associated with managing and resolving conflict and disputes.







Negotiating conflict or dispute situations to an effective resolution where possible.

Using communication techniques to accurately identify causes and incidences of conflict or dispute.

Access to suitable simulated or real opportunities and resources to demonstrate competence.

Assessment instruments that may include personal planner and assessment record book.

Access to a registered provider of assessment services.

Required knowledge Conflict or dispute resolution techniques and procedures. Q2 Task 14 (TS, TMS, JRE)Consultation methods, techniques and protocols.

Ethical practices and relevant codes of conduct.Negotiation strategies.Organisational policies and procedures for property services, including handling of complaints


Relevant federal and state or territory legislation and local government regulations related to: anti-discrimination consumer protection environmental issues equal employment opportunity (EEO) financial probity







franchise and business structures industrial relations OHS privacy property sales, leasing and management.

Techniques for dealing with people with special needs.

Required skills Evaluation skills to assess appropriate responses to conflict or disputes and assess effectiveness of resolution processes.


Interpersonal skills to adapt personal styles to suit conflict or dispute situation, consult and negotiate in a culturally sensitive and appropriate manner, and relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities.

Language skills to communicate adequately.

Negotiation skills to support people involved in a conflict or dispute, negotiate agreement of all parties to resolve conflict or dispute.


Problem-solving skills to identify causes and incidences of conflict or dispute and determine contingency responses.

Technology skills to prepare and present records and reports.







Element 1 – Provide information on safety policy and procedures in the workplace

1.1 Relevant provisions of OHS legislation and codes of practice are accurately and clearly explained to team members.


1.2 Documentation is developed and maintained to support implementation of OHS policies and procedures.


1.3 Recommendations are made to improve effectiveness of OHS and workplace policies and procedures.


Element 2 – Implement and monitor participative arrangements

2.1 Consultative processes are implemented and monitored to ensure all team members have an opportunity to contribute to management of OHS in the workplace.


2.2 Health and safety issues raised through consultation are resolved or referred to relevant people for resolution according to organisational requirements.


2.3 Outcomes of consultation over OHS issues are reported to team members according to organisational procedures.


Element 3 – Implement and monitor hazard and risk control procedures

3.1 Existing and potential risks and hazards in work area are identified and appropriate actions are implemented according to OHS policies and procedures.


3.2 Individual and team adherence to control risks and hazards in work area is maintained and monitored according to organisational requirements.


3.3 Inadequacies in existing procedures to control risks are identified and appropriate actions are implemented according to organisational requirements.








3.4 Cause of hazardous events is investigated according to legislative requirements and organisational policies and procedures.


3.5 Measures to minimise risk and prevent recurrence of hazardous events are implemented based on hierarchy of control and own role.


Element 4 – Support OHS training

4.1 OHS training needs of individuals and teams are identified and discussed with relevant people according to organisational policies and procedures.


4.2 Arrangements are made for addressing identified OHS training needs in consultation with relevant people according to organisational policies and procedures.


4.3 Coaching and mentoring assistance is provided to team members to support the effective development of personal OHS competencies.



Assessing and controlling risks according to the hierarchy of control.


Complying with a range of health and safety legislative and organisational procedures.

Identifying and addressing OHS training needs of team members.

Providing clear and accurate information and advice to team members on workplace hazards and risks.

Required knowledge Consultative processes for improving workplace OHS culture. Q5 Task 13 (TS, TMS,







JRE)Legal responsibilities of employers, supervisors and employees in the workplace.

Organisational communication channels and procedures.

Organisational policies and procedures relating to hazard management, fire, emergency, evacuation, and incident or accident investigating and reporting range of hazards and associated risks that exist in the workplace and their control measures.

Relevant federal and state or territory legislation and local government regulations related to: anti-discrimination consumer protection environmental issues equal employment opportunity (EEO) financial probity franchise and business structures industrial relations OHS property sales, leasing and management.

Techniques to control risks, such as the hierarchy of control.

Required skills Analytical skills to assess resources required to apply risk control measures, determine OHS training requirements of the work team, and identify potential or existing risks and hazards in the workplace.








Application skills to comply with ergonomic and environmental protection requirements and follow safe operating practices and procedures when using tools and equipment.

Coaching and mentoring skills to provide support to colleagues.

Communication skills to follow and give written and verbal instructions accurately, explain information on OHS issues clearly, and report details of incidents in the work area.

Computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases.

Interpersonal skills to relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities.

Problem-solving skills to determine when intervention to control risks is necessary and identify inadequacies in risk control measures.





CPP40307 Certificate IV in Property Services (Real Estate)Section 8 – Appendices A and B

Section 8

Appendices A and B






Appendix A

Risk management diagram






Appendix B


Task 7 Knowledge questions – Suggested responses1. What is the purpose of a property appraisal?

A property appraisal allows the agent and seller to obtain an indication of the likely selling price of a property. The key word is ‘indication’. It does not commit the seller, buyer or agent to selling a property at that indicative price.


A comparative market analysis is a list of properties that have recently been sold which are similar to a property owner’s property. Real estate agency staff will compile a comparative market analysis from records of recent property sales which are shown on property information websites.

A competitive market analysis is a list of properties currently for sale. It is used by real estate agency staff to show property owners the properties similar to the property owner’s property which are currently for sale. If the property owner were to list his or her property for sale, these properties would be the property owner’s ‘competition’.

A comparative market analysis and a competitive market analysis are presented simultaneously to a property owner as part of the appraisal process and are known as CMAs.


A marketing plan allows the agent and seller to agree on a course of action to gain maximum exposure for their property. A marketing plan may include:

promotional tools

promotional strategies

details of home opens

details of auction

review period to evaluate the success of the marketing plan

competitive market analysis and comparative market analysis

contact details for agents and support staff.


A market report is a report on the area detailing the average prices of properties that have sold or are currently for sale. No individual prices of properties are given as this would be a breach of the Privacy Act.


A listing presentation is the opportunity for an agent to promote their agency and their sales process. A listing kit is usually developed by an agency and used by all agents. It is a tool which assists to promote the agency brand. Included in a listing kit might be:

an explanation of the agency and its commitment to homeowners

details of the agency’s customer service charter

the competence of agency staff



a snapshot of the current property market

property prices in the local area

information on buyers and buyer activity

methods of sale

details of how the agency will work for the seller to achieve the maximum price

a sales plan.


Examples are as follows:

‘For sale’ signs

the agency’s web page

the agency’s window display

the agency’s referral network with other agencies

the agency’s web page with a ‘virtual tour’

emails to current buyers registered with the agency

letterbox drops around the property for sale

newspaper advertisements

magazine advertisements

‘Open for inspection’

direct selling – salesperson to buyers – face-to-face and on the telephone

Other agencies working ‘in conjunction’ on an agreed percentage share of the commission.


You must not knowingly mislead a seller about the property’s market price.

You must provide a written statement of the facts relating to a property’s market price.

You must keep the seller informed at all times of the current market price.

You must also inform the client if you believe the purchase price of the property is expected to be substantially more or less than the market price of the property.

You must obtain the maximum sale price for your client.


Prospecting is offering a free service to property owners by giving them a market report on the area detailing the average prices of properties that have sold or are currently for sale. No individual prices of properties are given as this would be a breach of the Privacy Act.


direct comparison

summation cost approach

capitalisation of net returns

hypothetical development


market valuation



security valuation

insurance valuation

statutory valuation

special valuation



