Agent Representative Course Vic | My Assignment Tutor

Agent Representative Course VicQQazi IqbaluddinTo me8 hours agoDetailsCPPDSM4007A – P1 – T1:Read through the following scenario and complete the tasks (1-5).Ian and Rebecca Harrison have recently purchased an investment property through your agency. Theyare intending to lease the property and have engaged you to manage the property.Details of the property are as follows.Address: 5/256 Black Street, PrestonDescription: Two-bedroom villa unit, central bathroom, laundry and toilet, spacious kitchen with openplan living and dining, large private courtyard and lock up garage. Features: BIR’S, wall to wall carpet inbedrooms, stainless steel appliances, gas cooking, reverse cycle air-conditioning, gas heating. Locatedwithin walking distance to transport, shopping and cafes.Task 1 – Using the information on the scenario and the additional information below, complete thefollowing document for your state:– Exclusive Managing Agency Authority VIC (Page 1 & 2 Only)Additional information:Rent per week: $330Bond: equivalent to one month’s rentThe authorisation covers the ongoing management of the property including initial and subsequentleasing,Can spend $200 for repairs without separate approval90 days’ notice for terminationAgent’s fees including GST:– leasing fee – 2 weeks rent– re-leasing fee – 1 weeks rent– managing fee – 7.7%NOTE: Exclusive Managing Agency Authority VIC (Page 1 & 2 Only) FORM ATTACHED FOR COMPLETIONTHE TASKCPPDSM4007A – P1 – T2:Task 2 – Complete the following tasks relating to the property at 5/256 Black Street, Preston:a)Outline a marketing strategy for advertising the property.b)Write an advertisement for the property to be including in the agency’s website listings.c)Develop a risk management plan including a minimum of three risks and the strategies you wouldimplement to manage the risks.______________________________Task 3 – Aaron Hamil has been approved to lease the property. The landlords have requested a twelvemonth lease and dogs are not allowed.Complete a ‘Residential tenancy agreement’ (RTA) form for your state ( Victoria)NOTE: Residential tenancy agreement’ (RTA) form for your state ( Victoria) FORM ATTACHED FORCOMPLETION THE TASKCPPDSM4007A – P1 – T4:Ian and Rebecca Harrison have recently purchased an investment property through your agency. Theyare intending to lease the property and have engaged you to manage the property.Task 4 – Identify a property that you can access, it could be your own home, or that of a family memberor friend. Conduct a property inspection and complete a condition report document attached to thequestion for your state. ( Victoria)NOTE: CONDITION REPORT FORM ATTACHED FOR THE COMPLETIONTask 5 – Eleven months have passed, and the lease is due for renewal. The owners decide that they willnot renew the lease as their daughter is going to move into the property.Download the form for your state:Notice to Vacate VICTORIAComplete the form addressed to the tenant, Aaron Hamil.NOTE: NOTICE TO VACATE FORM ATTACHED FOR THE COMPLETIONRead through the following case study and respond to the questions.You are the owner of ABC Real Estate. In recent months you have observed uncooperative behavioursbetween the sales, property management and administrative teams. The agency team does not work asa cohesive unit and some team behave in a way that gives others the impression their work is moreimportant than others.You decide to hold a meeting with the team to talk about the issues and remind everyone that ABC RealEstate works best when all team members work as a cohesive group.One week after the meeting you decide to send an email to all team member reminding them of theimportance of teamwork and creating a workplace where everyone feels valued.You are required to draft the email that will be sent to the ABC Real Estate team. Ensure that the email:• Outlines the importance of teamwork between the sales, property management and administrationteams.• Highlights the benefits of working together and valuing the contributions of others regardless of theirrole.• Summarises the impact a positive team environment can have on clients and performance.Your email should be written in a tone that is upbeat and positive.___________________________CPPDSM4007A – P3 – T1:Read through the following case study and respond to tasks 1-2.Amanda Watkins is the officer responsible for managing the key register at ABC Real Estate. You have anumber of property inspections to attend.You receive the following keys at 10:00am on 2 April 2020 and return them at 2:30pm on the same day.1. You are conducting an end of lease inspection at 13 Bucket Way, Keilor (Key P065).2. You have been asked to advertise a rental property at 25 High Street, Essendon (Key P267).You need to see the property before writing the advertisement. Amanda is on leave, so the receptionistPaul Barber, is issuing keys. You are conducting two OFIs in the evening. You receive the following keysat 5:00pm on 4 May 2020 and return them at 9:00am the next day.3. 2/17 Partridge Street, Niddrie (Key P515)4. 23 Callum Court, Sydenham (Key P349)Task 1 – Complete the following key register using the information provided in the case study.Download ‘CPPDSM4007A – P3 – T1 – Student’ spreadsheet and upload as your answer.NOTE : KEY REGISTER SPREADSHEET IS ATTACHED FOR THE COMPLETIONCPPDSM4007A – P3 – T2:Task 2 – Undertake research to determine the process for maintaining and accessing key registers. Youmay base your answers on research done on the internet and information found in the learner guide.Note any websites or references used in your answer.You must answer the following questions.i)In what formats is the key register usually kept, ie database, spreadsheetii)Who is responsible for maintaining a register and issuing keys?iii)Outline the process for obtaining, using and returning keys, ie: Who can sign keys out? Can they bekept overnight? Can they be passed on to a third party? If possible.iv)What happens if a key is not returned?v)How is security for both the register and keys maintained? Ie password protection for register, keysare kept locked up, etc.CPPDSM4007A – P4 – T1:Read through the following case study and respond to the questions.You are the property manager at ABC Real Estate. One of the properties in your portfolio has just beensold to a new owner, however the property is still being leased by Andrew, a long serving tenant at theproperty.Some weeks after the property sale, you receive a call from Andrew, that the new owner has just visitedto inspect the property and complete some maintenance tasks.Andrew is annoyed because he was not given any notice about the inspection and never reported anymaintenance issues. Andrew wants to make a complaint to the relevant regulatory authority, claiminghis tenancy agreement has been breached.You contact the owner and explain the situation. The property owner informs you that this is his firstinvestment property and he was simply inspecting the property and making some minor repairs to someissues identified in the Building Inspection Report completed during the sale process.Explain how you would address the issue with both the owner and the tenant. In your response, makesure you outline what you would say to the tenant as well as the owner. Consider the following:• You want to avoid the tenant making a complaint with the relevant regulatory authority, if possible.• You want to ensure that the owner understands his legal obligations relating to property inspectionsand maintenance.• You want to retain the tenant at the property._______________________________T-2After conducting an appraisal of the property, you estimate the selling price at $400,000-$440,000.Dominic and Tina are happy with this and ask you to go ahead and list the house for sale.Additional details:•Address of property – 263 Bell Street, Coburg•Continuing Authority – 60 days from the end of the exclusive authority period•Chattels included in the sale – All fixed floor coverings, drapes, blinds and fixed electric light fittings•Terms of sale – 10% deposit on signing and the balance in 60 days•Vendor’s asking price – $400,000•Agent’s estimated price range – $400,000 to $440,000•Agent’s fees including GST – 3.3% of the selling priceMarketing expenses including GST – Advertising $1,000Q2. Complete an authority to sell document using the information above. The document is attached foryour state. Please upload.NOTE: AUTHORITY TO SELL FORM IS ATTACHED FOR THE COMPLETIONAfter conducting an appraisal of the property, you estimate the selling price at $4000,000-$440,000.Dominic and Tina are happy with this and ask you to go ahead and list the house for sale.Additional details:•Address of property – 263 Bell Street, Coburg•Continuing Authority – 60 days from the end of the exclusive authority period•Chattels included in the sale – All fixed floor coverings, drapes, blinds and fixed electric light fittings•Terms of sale – 10% deposit on signing and the balance in 60 days•Vendor’s asking price – $400,000•Agent’s estimated price range – $400,000 to $440,000•Agent’s fees including GST – 3.3% of the selling priceMarketing expenses including GST – Advertising $1,000Q3. Describe the strategies that you will use to market the property.CPPDSM4008A – AT2 – CS3 – Q2:Read through the following case study and respond to the questions (1-2)This morning the photocopier stops working. You look into it and see it hasn’t been serviced and a lightis indicating a service call required. Paper gets jammed in the top feeder all the time and the copiescome out with streaky lines on them.A salesperson comes into the office with a rush and wants this and that now because they have a veryimportant listing in 30 minutes. This creates so much tension that staff have had enough and commentsare flying around.Administration is not happy with the lack of respect and attitude from sales staff using things, notcleaning up after themselves and seemingly no sense of responsibility to maintaining office equipment.Property managers are so task focused and they need the photocopier to work fast otherwise they can’tmeet the business deadlines. They complain to each other how the office is poorly run. Salespeople arebusy and focused on targets and are very assertive and sometimes pushy, rude and impatient pushingmenial tasks onto administration.In general, the staff are generally rushed, and deadlines are just being met and not without stress in theoffice and people becoming agitated towards each other. The Licensee person in charge had a personalassistant for 20 years and they have recently retired.The situation has become untenable unless you do something.2. Do some research online and find 4 different tools/software you could implement into the office topromote communication between the teams and promote task management/organisationCPPDSM4008A – AT2 – CS3 – Q1:Read through the following case study and respond to the questions (1-2)This morning the photocopier stops working. You look into it and see it hasn’t been serviced and a lightis indicating a service call required. Paper gets jammed in the top feeder all the time and the copiescome out with streaky lines on them.A salesperson comes into the office with a rush and wants this and that now because they have a veryimportant listing in 30 minutes. This creates so much tension that staff have had enough and commentsare flying around.Administration is not happy with the lack of respect and attitude from sales staff using things, notcleaning up after themselves and seemingly no sense of responsibility to maintaining office equipment.Property managers are so task focused and they need the photocopier to work fast otherwise they can’tmeet the business deadlines. They complain to each other how the office is poorly run. Salespeople arebusy and focused on targets and are very assertive and sometimes pushy, rude and impatient pushingmenial tasks onto administration.In general, the staff are generally rushed, and deadlines are just being met and not without stress in theoffice and people becoming agitated towards each other. The Licensee person in charge had a personalassistant for 20 years and the have recently retired.The situation has become untenable unless you do something.Question:Suggest some ways to fix this scenario to restore the office to a positive place to work and build ateamwork environment for the future? How are you going to manage the different personalities andrepair what seems like bruised relationships and put a system in place?CPPDSM4008A – AT3 – RP1 – Part A:Students are to complete this role play as an audio file (.wav) and upload it to the question. Use theattached audio files if you need help doing the roleplay:How to handle customer enquiry (Role Play 1 Guide) v1.0&Student Example AnswerPreparation for Role Play 1PriorTo your assessment you should make yourself familiar with the contentsOf the following role play. You will need access to information aboutThe services offered by your real estate agency you know of or google anAgency on the internet in your state or territory.This may be an agency in which you work, an agency you are familiar with, or you may make upinformation about your own agency.You should familiarise yourself with the information you will need toHave about the agency (including handouts) prior to your assessment.At a minimum you will need to have:>Promotional material about the agency that describes the main servicesProvided (sourced from internet) It should be in a format suitable forReferring to clients.To submit your answers you must say and do the following> Save your recorded file 4008A role play 1a> At the start of your recording say your full name, Unit number 4008A, Role Play 1 – Part ARole Play 1You are working in the reception area of a real estate agency (see comments under ‘Preparation for RolePlay 1’ above).A customer is calling your real estate agency to find out about selling a property.ThisPotential customer wishes to sell a property in the local area. The property belonged to the customer’smother who has just died – the house has been left to the customer in the mother’s will. The customerhas never sold a property before and has no idea of how to go about it – itIs obvious that they are extremely distressed about their mother’s death and selling the house is anadded burden. The house is full of stuff that their mother has collected for years. They are not sure howtoClean it out as they do not live in the area.In addition to this they have recently broken their leg and find it very hard to get around on crutches.TheyAre concerned about what it will cost and the time it will take them toSell the house – ie commission etc, and they have no idea what sort ofPrice to put on it as they are not a local in the area.YouAre to take the customer’s enquiry, find out what it is that theCustomer needs, provide a summary of what your agency can do for theCustomer, and make an appointment for a follow-up visit with one of theSales agents.It is possible that you will notHave all the information due to the technical nature of a question – inThis case you should politely advise the client appropriately for theCircumstance – eg you might say that Bill the sales agent will provideThat information during their interview, or that you will find theAnswer to their question and call them back within a particularTimeframe.Your customer also has a physical disability. You should ensure that you take this physical ability intoaccount.PART AYouAre required to demonstrate appropriate interpersonal communicationTechniques to establish appropriate rapport with the buyer so that youCan handle the enquiry effectively. You are required to establish aProfessional relationship and ascertain the needs of the customer.OnceYou have established the customer’s requirements, you will introduceThem to, and promote, the services offered by your agency. You shouldEnsure that you explain all the relevant features and benefits of theServices offered and provide the customer with information to take homeAnd consider.Offer the customer the opportunity to considerTheir options and make appointment for a follow-up discussion with oneOf the sales agents. Enter this appointment in the diary.The customer will ask you questions. You should answer these professionally and as thoroughly as youare able.The customers name is David, last name is Stevens. The property in question is 41 Doepel Road, BlueRidge 9011.A list of verbal questions has been provided below.YouDo not need to provide detailed answers but may give you a generalIndication – ie there will be a commission charged and this commissionIs negotiable with the agency. Alternatively, the student may refer theCustomer to the interview for more detailed information from the salesAgent.a. I don’t understand anything aboutSelling houses. Can you tell me about what services your agencyProvides? How do I know whether I should have an auction or not? HaveYou got some information I could take away and think about?b.Can you help with setting up a garage sale? There is so much in theHouse that needs to be got rid of and I do not live locally to be ableTo do this.b. There are three agencies in this town – why should I choose yours?d.Can you give me an indication of what it will cost me to sell theHouse? Will I have to pay any up-front expenses? Are any of theseExpenses negotiable?e. I don’t know how much the house is worth – how will I work this out?f.How will I know that the house will be valued properly? What if theAgent wants it to sell quickly to get a quick commission?g. I’m feeling very overwhelmed by everything. Do I have to make a decision straight away about sellingthe house?h.I’m giving you personal information about myself. What will you do withThat information? How do I know that the information will be secure?CPPDSM4008A – AT3 – RP1 – Part B:PART BAfter the customer has left you should undertake the following tasks:➢ Enter their data in the client database (download spreadsheet, edit and upload)TheClient the name is David, the last name is Stevens. The property in question is 41 Doepel Road, BlueRidge 9011. Make sure to enter in some relevant details in the comments column.CPPDSM4008A – AT3 – RP2:Listen to the How to handle complaints (Role Play 2 Guide) resource attached to this question.Students are to complete this role play as an audio file (.wav) or (.mp3) and upload it to the question.https://www.consumer.vic.gov.au/licensing-and-registration/estate-agents/running-yourbusiness/complaint-handling-and-dispute-resolutionPreparation for Role Play 2PriorTo your assessment you should make yourself familiar with the contentsOf the following role play. You will need access to the ComplaintsPolicy and Procedures for your agency.Role Play 2AVery irate tenant has come into the agency. Their oven was reported asBeing faulty three weeks ago and no one has been out to have a look atIt. The tenant has three small children and has been unable to cook(apart from on a small portable gas burner) all this time.When you check the file you find that nothing has been done to arrange for the faulty oven to berepaired or replaced.The tenant is not from an English-speaking background. They speak broken English, which is somewhatdifficult to understand.WhileIt is not your job to arrange for repairs and the fault was not yoursFor not actioning the fault report, you are required to deal with thisComplaint.The assessor would like you to provide anyAdditional oral comments on tactics and strategies you think about andOptions you could employ to deal with this along with your oralResponses to the points below.Your responses may be one longRecording or a number of oral responses in steps you have consideredAlong with rationale behind your responses. You will cover the 7 pointsIn your oral response.1.You are required to demonstrate appropriate interpersonal communicationTechniques, and cultural sensitivity, to acknowledge the complaint andListen to the customer’s concerns. Show empathy and sensitivity towardsWhat’s happened and acknowledge it verbally. Your listening skills areDescribed and note taking together with great interest and sincerity.2. You should encourage the tenant to explain all of their concerns and to attempt to minimise theirfrustration.3.Once you understand all of the issues, you should explain the agency’sComplaints policy and procedures including the tenant’s right to make aFormal complaint to an external agency. You then explain these in a wayThat empowers the client and how this complaint will be handled. YouCan offer language services via government agencies. You will provideThe tenant an opportunity to ask questions and gain approval to moveForward4. You should try to regain theTenant’s confidence of your agency by not providing excuses and blameBut taking responsibility to find a solution and manage it until itsResolved. You will be the one point of contact.5.The property manager known to the tenant is not available, but youRealise the urgency of this complaint. You should make a decision of howTo best handle this issue in the property manager’s absence. You shouldAttempt to come to a mutually acceptable resolution of the complaintToday. Make some suggestions and put them to the tenant for review andAcceptance6. The tenant accepts your actionsAnd you then say you’re going to put this is writing, make notes in theDatabase and start on it straight away. You will provide feedback at theAgreed times and make that commitment to the tenant. Finalise theMeeting by the tenantNOTE: AUDIO FILES ARE ATTACHED , TO UNDERSTAND THE ROLE PLAY

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