HCRA Competency Exam: Customer Service and Tarion Requirements

This closed-book exam is a multiple-choice, true/false and multiple-answer format. You will have 60 days to complete this exam from date of enrollment.

*This assessment has been updated to reflect the latest changes in warranty and licensing in Ontario.

Areas of Assessment

Introduction

• An Experience Worth Repeating

Setting The Stage For Customer Loyalty

• Service Leadership
• Home Buyer Expectations

Managing The Process

• Customer Meetings I: Benefits, Planning and Preparation 
• Customer Meetings II: Agenda Development
• Customer Meetings III: Techniques
• Selection Strategies

Closing with Style

• Homeowner Orientation I: Purposes, Planning and Preparation 
• Homeowner Orientations II: Techniques and Follow-Through
• Closing with Style

New Home Warranty Service

• Warranty Decisions
• Warranty Repairs
• Warranty Fine Points 
• Partners in Service

Communication Skills

• Communication Protocols Service Diplomacy
• Writing as a Service

From Problems and Conflict to Solutions and Improvement

• Grey Areas
• Challenging Home Buyers

From Action Plan to Service Excellence

• The Feedback Portfolio Referral Heaven

Tarion’s Rules/Processes, Regulations and Policies

Please note that the cost of the HCRA Exam includes access to the examination only. To better prepare for the exam and receive supporting course materials we recommend that you register for and attend the respective HCRA-approved course HCRA: Customer Service and Tarion Requirements.