Golf Management

A career lattice characterizes an upward career progression.

False

A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be followed in a routine situation.

False

A customer requirements are met, they become customer expectations.

False

A moment of truth occurs when an employee evaluates the service they are going to provide.

False

A well thought out business plan usually focuses solely on achieving financial goals.

False

According to the Business Planning Model, a business plan should build on and refine the operational plan.

False

An interactive "moment of truth" opportunity occurs when a customer's bag has been incorrectly tagged at the bag drop.

False

Assessing the current state of the business is the most significant advantage of strategic business planning.

False

Clarification of job responsibilities is one of the added values provided by the strategic planning process.

False

Core skills are those that are useful in many golf industry positions.

False

Expectations are a key requirement for good customer relations.

False

Financial forecasts should be based on historical data derived from a linear trend analysis.

False

Golf equipment sales and tournament planning are considered core skills.

False

Increase merchandise sales in the golf shop is an example of a SMART goal.

False

It is best to narrow one's focus to a specific job when exploring career options.

False

Responsible, involved, and helped are effective action words to create a power statement.

False

The skills of a golf professional include knowing rounds, memberships, golf cars, tournaments, and merchandise generate revenue for a facility.

False

The task-relationship connection allows that a foundation for successful future relations can be built by attending the customers relationship without the presence of a task focus.

False

Business goals are typically developed in which phase of the business planning process.

Phase 4 Developing Financial Forecasts and Budgets

An upset customer is concerned about the lack of action to speed up play. He seeks out the golf professional to express his displeasure. What needs to be in place for the golf professional to resolve the situation?

Procedures and interpersonal skills

Aside from relationships, what do all customer interactions involve?

Tasks

What is the usual length of time for long-rage planning?

3-5 Years

What is the USGA recommended minimum distance from the edge of the putting green to the putting surface

4 paces

What percentage of dissatisfied customers will not return?

90 percent

What part of the resume concisely describes a summary of skills and qualifications gained from work experience as a golf professional?

Action statement

What time frame would be the least effective for monitoring the progress and performance of a business plan?

Annually

You are in the process of completing a business plan for the golf shop. Initial forecasts of sales, expenses, and profit have been made. Past data has been analyzed and important inside and outside factors have been identified. What is the next step to be taken towards completing the plan?

Assumptions about inside and outside factors

According to the Customer Relations A Module, what must accompany good interpersonal skills to achieve high quality relations with your members and customers?

Clear and effective procedures

What are the five phases of the PGA Business Planning Model

Define the Business, Develop financial forecasts and budgets, Develop goals, objectives and strategies, Assess the current state of the business, monitor performance

A personal vision statement provides what to a career.

Direction

What are the phases of the career planning process?

Evaluate, Explore, Plan, Act

Understanding the scope of the industry is part of which stage in the Career Planning Process?

Explore

What is the primary product of the golf business according to the Customer Relations A Module?

Golf experience

Who should provide direction for creating the business plan at a golf operation?

Golf operation stakeholders

What provides information on industry positions, networking, resume writing, and interviewing.

Jobs.PGA.org

A written set of core values are typically developed in which phase of the business planning process.

Phase 1 - Defining the Business

A golf professional is purchasing a golf course. The business plan he presented to his banker included his history of successfully operating similar facilities, budget projections for the next five years under his management, and objectives and strategies for reaching his goals. The banker rejected his loan application because of missing information. What important element is missing from the business plan?

Proposed mission statement

What is the best way to foster customer loyalty?

Provide what the customer needs

Running out of scorecards indicates a breakdown of what key requirement for good customer relations?

Resources

What is defined as the means available to support staff in ocmpleting a task?

Resources

What can an aspiring golf professional do to reveal the culture of a golf facility offering a position he is interested in?

Shadow

Detailed policies and procedures lie at the heart of which one of the three elements necessary to support the delivery of superior customer service.

Systems

A personal development summary details interests, strengths, weakness, and future personal development steps.

True

Customer acquisition costs often exceed customer retentions costs.

True

Employers look for core skills that translate across multiple industries.

True

Helping establish a starting point for goals, objectives, and related strategies is an appropriate use of the SWOT analysis.

True

Moments of truth occur each time facility employees come into contact with customers.

True

Proactive planning is one of the anticipated outcomes of strategic business plan.

True

Staff should be involved in effective business planning to create a sense of ownership.

True

The Work experience portfolio is useful when writing a resume.

True

The process for developing a business plan starts before establishing goals that you would like to achieve for the upcoming year in the Golf Shop.

True

Time is a factor affecting the value of any resource.

True

A career_________depicts a combination of sideways and upward career movements.

lattice

What is the most significant benefit of strategic business planning?

long-term vision

What single variable has research shown to be most closely associated with long term financial performance?

organizational service climate

Evaluation is a continuous and is crucial to career regardless of specific career choices.

process and advancement