Element

Performance criteria

1. Screen buyer enquiries

1.1 Enquiries from potential buyers are screened to enable buyer preferences and financial limits and capacity to buy to be ascertained

1.2 Factors likely to influence the purchase of properties are identified and used to confirm the buyer's intentions

1.3 Discussions with potential buyers are enhanced by the use of marketing aids to identify and match stated requirements with known listings

1.4 Potential buyers are assisted in making a decision to view properties using information obtained from buyers and vendors

2. Undertake property inspection

2.1 Inspections are arranged to suit all parties

2.2 Promotional material on the subject property is produced to describe salient sales features

2.3 Effective questioning techniques are used to clarify buyer expectations in relation to key features of the property on display

3. Apply effective sales presentation techniques

3.1 Factors affecting the successful conclusion of the sale are identified and addressed in the formulation of a sales strategy

3.2 Key decision-makers are identified to ensure that their needs and concerns are met in the presentation of properties

3.3 Appointments are made and properties presented according to the code of conduct defined in the agency customer service policy

3.4 Salient features of selected properties are matched to buyers' stated needs and motivations

3.5 Buyers are encouraged to clarify key aspects of the asset under consideration before a decision is made to purchase the property

3.6 Qualified prospects are recorded to provide an opportunity to maximise future marketing activities

4. Decide on future contacts with prospects

4.1 The nature of future contacts with prospects is assessed in the light of likely agency:client interaction to a given point in time

4.2 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

5. Maintain communication with vendor

5.1 Vendor 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 client

6. Submit offers and negotiate property sales

6.1 Terms of offer are clarified and documented to ensure mutual understanding of the parameters of offers received from prospective buyers

6.2 Accurate advice on current market conditions is provided to inform vendors in relation to offers

6.3 Professional agency advice is provided to vendors which incorporates declared knowledge of buyers' motivations

6.4 Mutually agreed positions are confirmed in a manner which encourages commitment to the process

6.5 Documented, agreed price and conditions of sale are made accessible which provide an accurate record of agreement and meet agency and statutory requirements for finalisation of the property transaction

7. Maintain client relationships

7.1 Future business relations are established by mutual evaluation of vendors' and buyers' satisfaction with services provided

7.2 Business records and databases are updated to facilitate networking and informed marketing strategy planning