Assessment 1 customer service (1)

Assessment 1

Manage Quality Customer Service

Task 1

Friendly Properties Pty Ltd = a group of self-motivated, well trained professionals – Real Estate Agents, Business Agents, Property Managers. With only one ultimate goal in mind, that is striving to achieve the best for each appointed assignment using our accumulated experience plus market knowledge, we are proud of being well-known within the society as we aim to deliver top results for our clients at all times. We believe that “the more you get and the more we get”

In the past years we have gained a reputation by providing the professional Real Estate related services in the area, including business selling, property management, renting, selling, auctioning, all kinds of properties mainly residential, industrial and commercial properties within New South Wales. We also specialise in marketing various sizes, different types of “Off the Plan” projects; overseas in particular Asian countries and of course, locally. Since the early 90’s we have helped many non-Australian residents in finding the best property investment opportunities within New South Wales, we provide a “one stop shop” service – you select the property and we will do the rest for you.

The customers are very diverse because the Sydney City is so diverse.

Age – 30-60

Gender – Both Men and Women

Nationality – 50% Chinese, 20% Australian, 30% international

Income – income is medium to high

Location – the location of most customers of friendly properties are staying in the Sydney CBD or Around the area.

Customers are generally customers that are looking for a new house to live in, or investing in property. Both these things are very important and customers must take a lot of time to decide and consider the right home for them

Organisational Chart

Real Estate Agency

President is the owner of the company and takes care of most of the decisions. The president controls all the other staff and makes sure that the company is effective and customers are happy.

The manager is the second in charge when the president is not in the store. The manager can make a lot of operating decisions however the manager cannot make decisions about the company’s strategies and plans, price, etc.

In the store we have an accountant but the accountant does not deal with the customer service.

Receptionist takes care of any customer enquiries and requests, and makes appointments for the customers to meet the salesman. The receptionist will do a lot of the customer service, however for product knowledge, the salesman will be the one serving the customers. As the face of the business the receptionist will be responsible for:

Running the front desk, meeting and greeting and contributing to neat and tidy business premises

Answering phones and taking messages

Assisting team members with administration tasks

Salesman will be the ones who talk to the customers about the properties will must make sure that they present themselves well and provide great customer service. Real estate salespeople arrange the sale of land, residential properties (such as houses and flats), businesses, factories, shops and farms on behalf of the owners.

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Salesman will be the ones who talk to the customers about the properties will must make sure that they present themselves well and provide great customer service. Real estate salespeople arrange the sale of land, residential properties (such as houses and flats), businesses, factories, shops and farms on behalf of the owners.

Real estate salespeople may perform the following tasks:

discuss the method of sale, presentation of the property, costs and inspection times with vendors (sellers)

estimate the current market price and suggest a reserve or minimum selling price by preparing a Comparative Market Analysis (CMA)

list details of land or buildings for sale and arrange the advertising of properties

assess buyers’ needs and locate properties for their consideration

take prospective buyers to inspect properties

advise on merits of properties and the terms of sale

arrange legal agreements between vendors and buyers

arrange finance and insurance.

Task 2

At friendly properties our vision is to achieve the best for each appointed assignment using our accumulated experience plus market knowledge, we are proud of being well-known within the society as we aim to deliver top results for our clients at all times. We believe that “the more you get and the more we get “

Our mission is providing the professional Real Estate related services in the area, including business selling, property management, renting, selling, auctioning, all kinds of properties mainly residential, industrial and commercial properties within New South Wales. We also specialise in marketing various sizes, different types of “Off the Plan” projects; overseas in particular Asian countries and of course, locally. Since the early 90’s we have helped many non-Australian residents in finding the best property investment opportunities within New South Wales, we provide a “one stop shop” service – you select the property and we will do the rest for you.

We will achieve our mission by:

Training hard

Providing great customer service

Building strong relationships with our clients

Offering customers the best possible value

Treating all customers with respect

Targets

Make the customer satisfy with the service and trust the shop

Know the customer ‘s need and understand if they don’t use the services and buy the products

Help them when they need help about products or services.

Fix the problem for them about services or products

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Assessment 1 customer service (1)
Last updated: Sep 2023

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