CTC Client Communication & Customer Service 2 — Questions and Answers
Question 1: A buyer asks the transaction coordinator whether they should waive the inspection contingency. What is the most appropriate response?
- Advise them to waive it to make the offer stronger
- Explain that the decision should be discussed with their agent or attorney, and offer to relay the question (Correct answer)
- Tell them waiving is standard practice in a seller's market
- Tell them the coordinator will decide based on the inspection results
Correct answer: Explain that the decision should be discussed with their agent or attorney, and offer to relay the question
TCs must stay within their administrative scope and refer advisory questions to the licensed agent or an attorney.
Question 2: Which practice best helps a TC set clear client expectations at the start of a transaction?
- Waiting until the client asks about deadlines
- Sending only the executed contract with no summary
- Sending a welcome email with a timeline of key dates, contacts, and next steps (Correct answer)
- Calling only when a problem comes up
Correct answer: Sending a welcome email with a timeline of key dates, contacts, and next steps
An early welcome packet with a timeline and contacts sets expectations and cuts down on confusion later.
Question 3: A seller emails at 9 PM upset that the appraisal came in low. What is the best first step for the TC the next business morning?
- Acknowledge the concern, confirm the facts, and loop in the listing agent for strategy (Correct answer)
- Tell the seller the appraiser made a mistake
- Ignore the email until the agent responds
- Forward the email to the buyer's agent without comment
Correct answer: Acknowledge the concern, confirm the facts, and loop in the listing agent for strategy
Acknowledging the concern quickly and escalating strategy decisions to the agent is the professional response.
Question 4: Why should a TC document phone conversations with clients in the transaction file?
- It replaces the need for signed addenda
- It is required only for cash transactions
- It lets the TC bill clients by the minute
- It creates a record of what was communicated and when, which reduces disputes and liability (Correct answer)
Correct answer: It creates a record of what was communicated and when, which reduces disputes and liability
Communication logs give a dated record that protects every party if questions come up later.
Question 5: A client prefers text messages, but the brokerage requires certain notices in writing via email. What should the TC do?
- Use only text messages to respect the client
- Send the required notices by email and, if policy allows, text a short heads-up pointing to the email (Correct answer)
- Skip the notices since the client won't read email
- Mail the notices by postal service only
Correct answer: Send the required notices by email and, if policy allows, text a short heads-up pointing to the email
Meeting the documentation requirement while respecting the client's preferred channel serves both compliance and service.
Question 6: Which statement best describes the right tone for client status updates?
- Highly technical, so clients know the TC is an expert
- Casual and full of slang to build rapport
- Clear, concise, professional, and free of unexplained jargon (Correct answer)
- Brief one-word replies to save time
Correct answer: Clear, concise, professional, and free of unexplained jargon
Plain, professional language makes sure clients understand where their transaction stands.
Question 7: A buyer's lender is late delivering the Closing Disclosure, which puts the closing date at risk. How should the TC communicate this to the client?
- Wait until the day before closing to mention it
- Promise the closing will happen on time regardless
- Blame the lender directly in a group email
- Promptly inform the agent and client of the delay, its possible impact, and the steps being taken (Correct answer)
Correct answer: Promptly inform the agent and client of the delay, its possible impact, and the steps being taken
Timely, factual disclosure of risks along with action steps keeps the client's trust.
