Trust, Results, Success Cases and Best Practices
Domain 3 tests whether you can earn trust with evidence, not adjectives. Questions cover results reporting, case studies, testimonials, ethical claims, and service recovery.
Core rules
- Define the result before the work: baseline, metric, timeframe, and attribution. "Sold in 21 days at 3% above asking" is stronger than "excellent service."
- Use a case-study structure: client situation, constraint, intervention, evidence, outcome, client voice. Separate what you controlled from what the market did.
- Make claims verifiable. Keep closing statements, listing agreements, before-and-after data, and dated testimonials. Get written permission before publishing client details.
- Report bad news early. A trust-building update names the problem, the options, the recommendation, and the next checkpoint.
- Apply the same standard to best practices: document why a tactic worked, for which segment, and what would make it fail elsewhere.
Worked example
A commercial agent claims she reduced vacancy. The case study states: a 1,200 m2 office was 45% vacant for eight months; she re-segmented the space into three suites, refreshed photography, and targeted 40 qualified tenants. Evidence: 62 showings, 11 proposals, three leases signed in 90 days; vacancy fell to 10%; rent rose 18% against the submarket. She discloses that a new transit line opened during the period. Reasoning: disclosure of the external factor makes the result credible, not weaker.
Traps
Cherry-picking only wins; using "100% satisfaction" without a source; publishing client names or photos without consent; confusing correlation with causation; hiding a failed listing; editing testimonials beyond recognition.