Learning The Ropes

Climbing the Ladder

Achieving the Qualification

Estate Agency Feature

Ryan Eckhardt, Senior Negotiator,
Wilsons Estate Agents

Paul Wilson, Director,
Wilsons Estate Agents

"I was keen to undertake the course as it symbolises my own belief that there should be qualifications specifically related to estate agency to improve standards across industry. It is also great to meet people of a similar age group who are working towards the same goals and share stories and advice with each other.

So far we have had two training days. During the first day we received a briefing on what the training would involve. In the afternoon we had our first customer service training session. This was a very relevant starting point as good customer service skills are essential to all areas of our work.

During the second training day we learnt about effective methods of communication and the highly important Property Misdescriptions Act. The lecturer on this day was very effective and it was clear he had been in the industry for many years and had a lot of experience from which to draw.

He highlighted that there is a lot to be learnt in the industry and many areas in which we can improve our performance in the work place. He also made the environment interactive, keeping us all involved and showing genuine interest in developing our knowledge.

I am confident that I am going to learn a great deal from this training and feel glad to be part of a course that is trying to improve standards within a profession that many unfortunately feel is unprofessional in its practices. Not only will this programme benefit the profession as a whole, but the public who use the industry will reap the rewards of a higher quality service.

"We are a small firm and as such are able to give excellent in-house, day to day, hands-on training. But, we are exceedingly busy and do not have the opportunity of more formal training and testing. This structured course gives Ryan the confidence to check and confirm what he has been taught to date. The training course also allows an opportunity to meet like-minded individuals and discuss practices and experiences. I also believe that it shows Ryan our dedication and commitment to his career with us. The training course in particular will ensure that Ryan has a thorough knowledge and understanding of all the legislation that affects our business. This is important as we are members of the NAEA and OEA and continually strive to educate the public that the outdated media image of estate agents does not apply in respect to our company. We have already earmarked Ryan to be the manager of our next office when we expand in the near future. This training adds the depth of knowledge that will be required of him on a daily basis.

Ryan has already become aware of the Property Misdescriptions Act and the implications of it. Although we adhere to the act, the training course really brought the reasons for the act into focus for him.

This is the first time we have sent one of our staff for training away from the office. I can already see that the experience for both Ryan and my company will prove to be extremely worthwhile and productive.

Training, although promoted strongly by the Association, is generally not promoted by individual estate agents. Even from our short experience, I can categorically recommend that all staff should attend training as the awards far outweigh the fairly minor inconveniences."

Danielle Petty, Manager,
Knights Independent Estate Agents

Phillip Arnold, Director,
Knights Independent Estate Agents

"I began my career as an estate agent five years ago when I worked at Knights on a Saturday, whilst completing a GNVQ at my local college. After finishing my course I joined the agency full-time as a negotiator and I have worked my way up to the position of Manager.

In that time, I have built up skills and knowledge but the course helps to consolidate that into a recognised qualification. It also covers certain areas of our business in more depth so, while we have been aware of it previously, we now have an in-depth knowledge. An example of this is with the Property Misdescriptions Act. Although I was aware of this Act, I didn't know all the 'ins and outs' of it such as 'accuracy of measurements' and 'misleading statements' sections, or about the fines that you could incur. I have been able to pass my new knowledge on to all my colleagues and we have changed a lot of our literature.

We have also learnt some new customer service skills, such as how to deal with awkward customers and how to maintain good customer service in face-to-face situations as well as on the telephone.

Although it will be me who qualifies at the end of the year, I am able to help the overall level of service my agents can offer by passing on my new knowledge to all my colleagues so we can all implement it in our everyday work."

"The reasons for sending Danielle on the course were two-fold. Firstly, to prepare her for the fact that the industry is going to change and she will need some kind of strong backing behind her, as it will get to the stage over the next few years whereby people will have to have some kind of certificate or qualification to be an estate agent.

The course will also broaden her horizons. She has had in-house training but this will give her a different perspective of the business. Training our staff is good for the company image. We will use it in our marketing as a way of differentiating ourselves from other estate agents. Having a qualification is also a way of instilling self-belief in employees and making them think that they are not run-of-the-mill staff. A lot of the coursework they are given to do is related to customer service which Danielle is good at but it is giving her lots of new ideas.

The course is generally giving her a better all-round awareness of the industry and is also making her think 'outside the box'. Danielle has also learnt about the Property Misdescriptions Act which she already had a good grounding in but has now got to grips with in more detail. I will be very proud of her once she has finished the course and she will certainly be given more responsibility and move up a peg in the office."

Danielle Petty, Manager,
Knights Independent Estate Agents

Phillip Arnold, Director,
Knights Independent Estate Agents

"On the latest training day we learned about the Sellers' Pack, personal safety and negotiation skills. The sessions are really useful as I always learn something new. Since I have been on the course I have learnt more about the Property Misdescriptions Act plus discrimination and how to improve customer service.

I have really enjoyed the course and it has given me some great ideas which I feel has improved our company image, for example, we are all aware how important it is that offers are confirmed in writing, but the course demonstrated just how vital this is and everyone is now much better at implementing this. We also changed the layout of our offer forms. They now have a separate section asking whether the staff member has a personal interest in the property, buyer or seller. Of course, we all understood the rules involved here but the course has reiterated the importance of this.

Knights currently has two trainees on the course. "The course has made Danielle much more aware of the way the business works as a whole and the reasons behind our working practices. She has also been coming up with some really good ideas that will improve the way we work. I am really pleased that Danielle has been so keen to take part and she especially looks forward to the training days as she comes back to the office sharing the ideas with other members of staff at our weekly staff meeting. Sometimes in the past when I have sent staff on training courses they have looked upon it more as a duty but this is not at all the case here.

Some aspects of the course have been particularly useful. For example, we had been approached by a local mortgage broker who was keen for us to work together on a priority buyers' scheme. Although I was wary of implementing this anyway, Danielle was able to discuss it with other trainees and the tutor and we were advised of the adverse legal implications and have decided not to progress with it.

Having Danielle and her colleague on this course has been very useful for us and I would have no hesitation on sending someone else who was keen to develop their skills further."

Ryan Eckhardt, Senior Negotiator,
Wilsons Estate Agents

Paul Wilson, Director,
Wilsons Estate Agents

"This has been an exciting phase as we have had another training day this month. This has meant a trip to London with the chance to focus on a couple of the key topics on the course and to see the other trainees again. This session covered the health and safety aspects of estate agency plus developing negotiation skills.

The day went well and evoked many new ideas and ways of dealing with tense or pressurised situations. We also looked at how to handle a negotiation to yield the best possible outcome. I gained a great deal of knowledge which was directly related to estate agency, as the course it tailored to my job rather than just covering general customer service across all industries.

One of the activities was to role-play a situation, which enables us to demonstrate and enhance our basic negotiation skills.

We were also given more information on how to to use the knowledge we have gained on the course to develop our NVQ handbook. This will then be used as part of the final assessment and taken into account by the examiners when deciding if we pass. The course notes will be useful shall I need to refresh my memory or check any information in the future!"

"This is proving to be a very valuable course, it has increased Ryan's depth of knowledge and given him a greater understanding of the Property Misdescriptions Act and our obligations under it.

His desire to gain a formal qualification to increase his knowledge and enhance his career prospects is a credit to his dedication to the profession.

Apart from the actual training he receives, the programme enables Ryan to meet and talk to other young estate agents on the course which gives him a useful insight into how other companies operate."

Ryan Eckhardt, Senior Negotiator,
Wilsons Estate Agents

Paul Wilson, Director,
Wilsons Estate Agents

Ryan was commended with a certificate from TTC Training for his OUTSTANDING PERFORMANCE on the course in recognition of his commitment and high standard of work in achieving the qualification. Ryan said:

"It was great to be among some of the first estate agents in the country to complete the NVQ Level 2 course.

It has helped me to gain confidence in my own ability and made me aware that there is always room for developing skills ­ I hope that this is just the start of my in-job learning.

The last training session itself was extremely informative as we looked at the effectiveness of market appraisals with the whole group throwing in ideas and their own techniques which widened everyone's eyes as how best to approach a certain situation.

We then looked at the general system that a property progresses through from an offer being made, through exchange of contracts up until moving day."

"I am delighted that Ryan has not only successfully completed his NVQ but has gained recognition for his hardwork and commitment to the programme. Winning the award was very important for Ryan and we have all been delighted with the response from other property professionals, clients and the general public.

This course has been extremely beneficial in Ryan's advancement, confirming and clarifying the in-house training we have given him and providing a depth of knowledge in certain aspects, which has given him a far greater understanding. No matter how much in-house training we do, this programme offered by TTC Training has been extremely worthwhile and a major factor in furthering Ryan's knowledge, understanding and abilities."

Danielle Petty, Manager,
Knights Independent Estate Agents

Paul Wilson, Director,
Wilsons Estate Agents

"I have really enjoyed the NVQ course as it has given me some great ideas which I feel has improved our company image.

I think the work of the Property Misdescriptions Act was the most complex but it is also really important that everyone in this industry has a thorough understanding of it. This knowledge has given me more confidence in myself which has been reflected through an improved sales record.

I would definitely recommend the course to others to develop their career as an estate agent. It was quite hard to fit in the time to attend the course days and complete the paperwork but it was worth it in the end."

Danielle will be embarking on the NVQ Level 3 in 2002.

"Danielle has achieved a greater understanding of the industry, which has widened her views and enhanced her confidence since starting this course. She has put most of the ideas into practice and they have all been a great success. For example, we have invested in a digital camera and colour printer so now all our photographs are stored on computer and our sales particulars are printed in colour.

After seeing how well Danielle has done, I would have no hesitation in sending future members of staff on the same course."

Danielle Petty, Manager,
Knights Independent Estate Agents

Paul Wilson, Director,
Wilsons Estate Agents

"I have really enjoyed the NVQ course as it has given me some great ideas which I feel has improved our company image.

I think the work of the Property Misdescriptions Act was the most complex but it is also really important that everyone in this industry has a thorough understanding of it. This knowledge has given me more confidence in myself which has been reflected through an improved sales record.

I would definitely recommend the course to others to develop their career as an estate agent. It was quite hard to fit in the time to attend the course days and complete the paperwork but it was worth it in the end."

Danielle will be embarking on the NVQ Level 3 in 2002.

"Danielle has achieved a greater understanding of the industry, which has widened her views and enhanced her confidence since starting this course. She has put most of the ideas into practice and they have all been a great success. For example, we have invested in a digital camera and colour printer so now all our photographs are stored on computer and our sales particulars are printed in colour.

After seeing how well Danielle has done, I would have no hesitation in sending future members of staff on the same course."