CPP40307 Certificate IV in Property Services

© 2015 REAA
CPP40307 Certificate IV in Property Services (Real Estate)
Assessment Task 5: Role plays
What you need to do:
§ Act out the following role plays with a friend or
colleague.
What you will need:
§ Research materials such as books, internet, magazines, workplace documentation
etc.
§ Role play participants
What you need to submit:
§ Any documentation required as part of the role plays (for example, the landlord’s instruction form in role play 1).
Role play 1 – Instructions
Your friend / colleague will play the role of one of the landlords (Ian or Rebecca).
You are meeting with Ian and Rebecca Harrison, the landlord of the property in Assessment Task 3. Using the information
from the scenario, discuss their requirements for managing the property.
Complete a ‘Landlord’s instruction’ form.
Your assessor will be looking for the following:
§ Demonstration of effective communication techniques to:
– establish rapport with clients
– determine client needs
– provide accurate advice
– address client concerns.
§ Ability to summarise the landlord’s requirements and complete the necessary documentation in a timely and accurate
manner.
© 2015 REAA
CPP40307 Certificate IV in Property Services (Real Estate)
ASSESSMENT TASK 5
Role play 2 – Instructions
Your friend or colleague will play the role of the tenant
(Aaron).
After moving into the property, Aaron finds that the bathroom taps are leaking and the roller door for the garage is not
working properly. He reports these to you in the appropriate manner as required by your agency. You contact the owners to
seek approval for the repairs, only to find that they have gone on holidays for three weeks and are not contactable. Under
your agreement, you need their authorisation to proceed with any non-urgent repairs.
Two weeks later, you receive a phone message from Aaron. He sounds angry because he hasn’t heard back from you in
regards to the repairs. You realise that you had forgotten to call him back. You make a note to call him, but are caught up in
another urgent matter.
The next day, Aaron comes into the office, he is very angry. He has a new car and he is unable to get into his garage, the taps
are leaking and you have ignored his request and phone call.
Your assessor will be observing your ability to deal effectively with this situation using effective conflict management
techniques and communication strategies.
Role play 3 – Instructions
Your friend will play the role of the vendor (Monica).
The role play is in two parts and you will need to complete each one.
Part 1
You are working as an agent’s representative with a suburban real estate agency. Monica owns an investment property
which is currently managed by your agency.
The property is a unit in central Ringwood close to a major shopping centre, train station and access to Eastlink. It has two
bedrooms, one bathroom, open plan living area with kitchen/meals area. Features include a gas heater, air conditioning, a
small, easy to maintain courtyard and lock up garage.
Monica is aware that the current tenant has a lease that ends in two months’ time. She is happy to provide the requisite
notice and allow time for the house to sell at a suitable price.
Discuss the property with Monica (played by your friend ) with a view to obtaining a new listing. In the process of doing so,
you will need to:
§ establish realistic expectations with Monica and agree on an estimate sale price
§ provide information on market trends and any information relevant to the location
§ provide marketing options justifying the options which you present
§ agree on the sales method and advertising methods and costs
§ record any instructions that Monica has
§ outline the process that you will implement to act on the instructions of the client.
© 2015 REAA
CPP40307 Certificate IV in Property Services (Real Estate)
ASSESSMENT TASK 5
Part 2
It is two months since you have listed Monica’s property and still the unit has not been sold. The tenant has vacated the
property and you have had some interest displayed by potential buyers who have inspected the property but they have not
made an offer.
Monica arrives as your office angry and upset. She tells you that you have not done enough to properly market and sell the
property and that she is going to go to another agency. She believes that she is entitled to a refund of all advertising costs
as you have provided adequate service.
You need to demonstrate how you will deal with the situation to ensure that Monica’s concerns are dealt with effectively. In
doing so you must address any agency policies and procedures regarding conflict resolution and customer complaints (where
applicable) and take into account any ethical and conduct standards applying to the situation.
Role play 4 – Instructions
Your friend will play the role of the potential buyer and will provide you with further information (ie in regards to the
buyer’s needs) during the course of the role play.
You are working as an agent’s representative with a suburban real estate agency. Anita is looking for to buy a property in
your local area. You meet with Anita, who tells you her requirements regarding where they would like to live and their
family needs.
In this role play you will need to demonstrate your communication skills. During the role play, your assessor will be looking for
your ability to:
§ demonstrate effective communication skills
§ establish rapport with the client
§ determine client needs
§ provide appropriate advice as per the client’s needs
§ conduct follow-up services as appropriate.

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