Facility Management 2
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?
A system in place pg. 7
Which interaction strategy allows others to see the value of adopting your solution?
Convincing strategy pg. 12
What type of "moment of truth" is building a brand at a facility?
Creating positive experiences pg. 5
For which purpose are the facility's core values and vision going to be most useful to the retail manager?
Creating retail goals pg. 5
If your average inventory value is $37,000 and your annual cost of goods sold is $114,000, what is the turnover rate?
3.1 pg.
What business practice is being employed when a facility holds an external tournament that uses the golf course, the practice facility, and the restaurant?
All their resources pg. 66
What is true when promotional dollars are tied directly to business plan objectives?
Allocate funds over time pg. 26
What is an interactive calendar?
Allow employees to see upcoming events and allows to write or type comments and questions pg. 62
What is the most appropriate strategy to use when a volunteer has begun to come up with his own ideas after the two of you have worked together for a while?
Convincing strategy pg. 11
What strategy would be most appropriate in situations where one has a solution that may meet the needs of others who are in a position to accept or reject it on its merits?
Convincing strategy pg. 11
How would a facility determine the expense per sale that could be attributed to a targeted promotional strategy?
Cost benefit analysis pg. 30
What should be the starting point for a facility when developing new promotional programs?
Create business objectives and goals pg. 25
What is an example of a financial strategy for attracting more tournament business?
Creating a preliminary budget to inform clients on what costs and profits will look like pg. 9
According to the Business Planning Model, what should build on and refine the long-term strategic plan?
Defining a market of customers and competitors.
In a challenging interaction, what should the golf professional do when the possibility of a negative result is increasing?
Empathetic to customers point of views pg. 37
What is the reason behind the interpersonal skill involved when the head professional asks his assistant, 'What is your opinion on limiting tournaments to active members?"
Encourage open expression pg. 20
The "greeting" step in a challenging customer-relations situation allows the golf professional to achieve what result?
Establish rapport with professional and customer, signals customer will be treated with respect and goodwill pg. 32
Identify an element in the consensus-based decision-making process.
Everyone on the team accepts and invites the solution pg. 59
What happens to customer expectations over time when they are consistently met?
Expectation become requirements pg. 4
What is the purpose of "providing a compelling rationale?"
Explain the stakeholders pg. 19
What is an example of a non-verbal communication in a customer interaction?
Eye contact and a smile pg. 32
What government act has significant application to the terms of caddie employment?
Fair labors standards act pg. 73
The golf course ranger radios the Head Golf Professional to ask for help with a group that has been playing slowly. Despite multiple attempts, the ranger has not been able to get them to speed up. What Strategy and Interpersonal Skills is the Head Golf Professional using when she approaches the group and says, "Good afternoon gentlemen. There are three groups waiting behind you and two holes open in front of you. When you finish this hole, please skip the next hole to resolve the backup."?
Directing and stating your purpose clearly pg. 16-18
"How do you feel about expanding our marketing efforts" is an example of which interpersonal skill?
Encouraging open expression pg. 20
What interpersonal skills is most readily supported in the greet phase of the positive engagement process?
Encouraging open expression pg. 32
What is the formula for calculating planned OTB dollars?
End of month inventory
Opening channels of communication to minimize misperceptions that can develop between people describes what interpersonal skill?
Giving and inviting specific feedback pg. 18
What is an example of a revenue item in a tournament budget?
Hole sponsors pg.
When does an interactive moment of truth occur for the customer?
Involves a customer coming in direct contact with staff. Pg. 4
"Modifying your ideas to include other's contributions" is more likely to be part of which strategy?
Involving strategy pg. 13
What does an open-to-buy reserve provide?
It helps prevent over and under investing in a product pg. 10
What is the most significant benefit of strategic business planning?
It provides a long-term vision and destination and does not just focus on the current state of the business pg. 3
Which tee time starting system compensates well for no-shows?
Manual sign up or call in system pg. 36
What are facilities more resistant to if they forge mutually beneficial collaborations?
Market downturns and changing trends. Pg. 15
What predicts the dollar value of the inventory needed at the start of each month to reach monthly sales goals?
Open to buy pg. 23
What information does the cost of goods sold (COGS) provide for a given period of time?
Projected figures and sales turnover for the year pg. 20
What should a financial forecast be based on?
Projecting revenue and net income and expenses pg. 4
Where should a facility's promotions be directed if the business objective is to increase tournament play in general?
Promotion aimed towards the general public pg. 6
Why would strategies for promoting tournament business differ from strategies for promoting tournaments?
Promotional strategy's for promoting tournament business promotes the facility's tournament opportunity and services in general. Pg. 6.
According to the Customer Relations Manual, what must accompany good interpersonal skills to achieve high quality relations with your members and customers?
Properly document procedures pg. 5
What are the key requirements for good customer relations?
Resource staffing and systems pg. 7
In a routine interaction, what does the greeting step focus on, whereas in the challenging interaction, what does the greeting step focus on?
Routine- Actively engage customers in a gracious and friendly manner pg. 32 challenging- Greeting is to acknowledge concerns and show understanding
Responding to others in such a way that you convey a genuine understanding of their point of view defines what interpersonal skill?
Showing understanding pg. 18
Which interpersonal skill is being used in the following statement? "While I would like to put more course marshals on the fairways to help solve the pace of play concern, we don't have the budget and have not been able to attract enough qualified volunteers."
Showing understanding pg. 18
What factor affects the value of any resource?
Staffing and systems pg. 7
During contract negotiations between a landscaping contractor and her golf facility, the head professional was able to successfully communicate her role and intent in asking for a meeting. Identify the interpersonal skill utilized in this situation?
Stating your purpose clearly pg. 17
To help others understand your intent, which interpersonal skill would you employ?
Stating your purpose clearly pg. 18
What are the seven interpersonal skills?
Stating your purpose clearly, providing a compelling rationale, encourage open expression, showing understanding, giving and inviting specific feedback, reframing difficult situation, acting with integrity. pg. 17-18
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 pg. 7
What is an appropriate use of the SWOT analysis?
To identify areas that need to be preserved and supported, areas that need improvement, and external factors that need to be addressed. Pg. 4
Why must a particular facility's clientele and needs be examined in order to effectively manage play?
To put the correct systems in place to ensure a playing experience that meets or exceeds the customers expectations making their rounds efficient and fun. Pg. 31
What is used to identify the most frequent customers who generate the most revenue?
Yield analysis pg. 11
Which type of analytical research is conducted to achieve more efficient course utilization?
Yield analysis pg. 11
What is a benefit of having a caddie program at a club?
managing play and enhancing guest play pg. 64
What is one way to use the skill of "reframing difficult situations"?
pg. 18 discover new solutions by taking a broader more positive perspective in situations that appear to be deadlocked.
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 first 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?
Define the business and assess the current state of the business pg. 5
How far in advance should Inventory arrive prior to the anticipation of sales?
1 or 2 months Pg. 23
Based on the following numbers, what is the planned OTB for the month of June with $1,000 previously ordered?MAY JUNE JULY Sales $18,000 $24,000 $36,000 COGS $12,000 $16,000 $24,000 BOMI $40,000$50,000 $36,000 OTB $22,000 $?
1,000 pg. 25
Based on the information below, what is the open-to-buy amount for July? JULY AUGUSTSales $17,000 $12,500 COGS $12,000 $ 9,000 BOMI $50,000 $41,000
17,000 pg. 25
Given the following information, what was the turnover rate for the year?Sales$196,000 Cost of goods sold$140,000 Average Inventory $56,000 Glove sales $24,000 Ball sales $36,000 Men's shirt sales $54,000 Rounds 20,000
2.5
What is a good pace-of-play guideline?
3 hours 40 minutes to 4 hours and 40 minutes pg. 42&47
The Golf Professional has projected $310,000 in annual merchandise sales, $205,000 for cost of goods sold, and a turnover rate of 2.5. What is the average inventory level at cost?
82,000 pg. 22
What does a vision include or define?
A catalyst that ignites a business to move forward pg. 7
What is a clear policy on how to handle customers who arrive late for a tee time?
A clear procedure in place pg. 5
How much inventory do you need on hand to reach the same sales targets if the turnover rate is higher than the same period last year?
A lower level of inventory on hand pg .22
What may be required in both a routine situation and more challenging situation?
A positive attitude, good listening skills, and having clear procedures in place pg. 36
What is an example of an external event?
A public outing at a private course
What quality is most desirable in a person tasked with managing pace of play?
Ability to communicate well with a variety of customers pg. 52
What interpersonal skill lies at the heart of all the others?
Acting with integrity pg. 25
What interpersonal skill should be used when you need to build trust and purpose?
Acting with integrity pg. 26
What situations call for initiating the "involving" strategy?
An employee is not in a position to lead others to a solution Pg. 13
Who should provide direction for creating the business plan at a golf operation?
An organized team must work together to gather key info pg. 2
In an open-to-buy budget, how is average inventory defined?
Average amount of merchandise to have on hand throughout the year to meet annual sales goals pg. 22
What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model?
Begin as positive as possible
For what month is the End of Month Inventory target for May the same as the BOMI?
Beginning of June pg. 21
What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful?
Being clear about the objectives pg. 25
What is the most important interdepartmental relationship for the golf operations department?
Between golf operations and golf course maintenance pg. 73
What does the American Marketing Association refer to as a name, term, sign, symbol or design, or combination of them intended to identify the goods and services of a seller?
Branding pg.
Determining a facility's tournament business goals largely depends on what?
Clear understanding of what the tournament business is supposed to accomplish for the facility pg. 2
What is a characteristic of an effective team?
Clearly defined goals Pg. 57
What does an effective team decision-making process require?
Collaboration, participation, team input Pg. 58
A customer enters the Golf Shop and approaches the Head Golf Professional. He tells her how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is the Head Golf Professional using when she says, "I appreciate that you would like the greens to be faster, however, due to the record high temperatures this week, the Superintendent raised the height of the mower to reduce the risk of losing the greens."?
Compelling Rationale and understanding
What are the characteristics of an effective mission statement?
Concise, believable, realistic, relavent, and evolving. Pg. 17
What single variable has research shown to be most closely associated with long term financial performance?
Consistent Customer relations pg. 5
A member complains about how the club guest policy affects his adult children. However, the policy has been carefully developed and is widely supported by the membership. Which interaction strategy is the best choice for defending the policy?
Convincing Strategy pg. 11
A new member of your club insists on a tee time that is not available. Which interaction strategy would be most appropriate in resolving the situation?
Convincing pg. 8
Offering to suggest some options would be an example of employing which strategy with a member who has arrived ten minutes after his tee time on a fully booked day?
Convincing strategy
What is a quantitative way to assess a promotional strategy?
Cost benefit analysis pg. 25
How can a facility determine the viability of a promotional program?
Cost benefit analysis pg. 30
The cost of goods sold can be calculated if what other figures are known?
Cost of inventory on hand add cost of new inventory, subtracting end of month inventory pg.18
What is the formula for Cost of Goods Sold (COGS)?
Cost of inventory on hand add cost of new inventory, subtracting end of month inventory pg.18
Do moments of truth end when the final hole of a group's round is completed?
No pg. 54
What is the purpose of a step-by-step engagement process?
Openly reach a positive resolution pg. 38
What should a comprehensive caddie-training program include?
Orientation, indoctrination, tee to green rules, on the green rules pg. 73
What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action?"
Providing a compelling rationale pg. 17
What interpersonal skill typically requires you to list important criteria that need to be addressed if the problem is to be satisfactorily resolved?
Providing a compelling rationale pg. 19
Which interpersonal skill is represented by the statement, 'When we implement the new speed of play policy, we will benefit in two ways... ?"
Providing a compelling rationale pg. 19
"So, what you are saying is that the changes we made in the last lesson are working really well," is an example of which interpersonal skill?
Providing compelling rationale pg. 20
What should increase in the retail operation to add value?
Customer service pg. 7
What is defined as the means available to support staff in completing a task?
Resources pg. 7
The successful use of what strategy characteristically involves encouraging others to find a solution and then helping them to understand your role in implementing it?
Supportive strategy pg. 14
What coordination tool is being applied when a golf instructor helps a student by fitting him for a set of clubs to be purchased at the facility?
golfers look to instructors for equipment for their specific needs pg. 67
Who is any other organization that meets a customer's needs with a different service?
in Direct competition pg. 14
Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support?
instructing and merchandising pg. 65
What market conditions are particularly important to remember when developing a tournament plan?
Demographic and economic conditions pg. 4
What does a facility profile define?
Descriptive data about facility type, geographic locale, customers, competitors, golf trends, economic conditions, play value, and related amenities. pg. 9
What data needs to be considered when compiling the information for the facility profile?
Descriptive data about the facility type, geographic locale, etc. Pg. 9. 9
What distinguishes the four interaction strategies from each other?
Desired outcome, degree of employee control, initiative from customers. pg. 16
What course design feature would best support yield expectations related to play?
Determining which tee times need attention pg. 39
What are other businesses called that work to attract the market that chooses to spend its recreation money on playing golf or purchasing golf-related products and services?
Direct competitionPg.14
A golfer arrives ten minutes after his assigned tee time on a booked solid day. Which strategy would likely be used to explain why his tee time was given to someone else?
Directing Strategy pg. 10
Why must golf professionals forecast beginning of month inventory (BOMI) levels?
Forecast inventory levels for the rest of the year pg. 23
What is one benefit of the team approach?
Fosters a positive culture pg. 60
In addition to the previous year's sales volume, what additional information is needed to accurately forecast sales?
General internal and external factors pg .12
How might one best implement the interpersonal skill of "encouraging open expression?"
Getting all parties involved in the decision-making process drawing them into the discussion etc. pg 20
Why are on-course and phone-based reservation systems still significant even though Internet-based tee time systems are becoming more prevalent?
Getting players to visit the actual course crucial and starting systems need to be streamlined, straightforward, and user-friendly Pg. 39
Opening channels of communication to reduce misperceptions that can arise between people defines which interpersonal skill?
Giving and inviting specific feedback pg. 18
Telling others how their behavior affected you is an example of what interpersonal skill?
Giving and inviting specific feedback pg. 18
What are the initial skills used in implementing the "supporting" strategy with your first assistant golf professional?
Giving and inviting specific feedback pg. 22
When you want to know what someone thinks about your actions it would be useful to rely on what interpersonal skill?
Giving and inviting specific feedback pg. 22
Which interpersonal skill is demonstrated by the statement: "I can see that you are disappointed with your score. But try to remember that it has only been a month since you broke 100. Your rate of progress has been exceptional"?
Giving and inviting specific feedback pg. 22
Telling others how their behavior affected you is an example of what interpersonal skill?
Giving and providing specific feedback pg. 22
What is an example of facility functions that need written safety procedures to insure uniform actions of staff?
Golf car use, weather emergencies pg. 34
What would be a design characteristic that would assist in speeding up pace-of play?
Green contours flat and even, etc. bullets pg. 43
How can the starter positively affect the pace-of-play?
Greet players, etc. bullets pg. 52
What step in the positive engagement process is the first time you show your willingness to engage in problem solving.
Greeting pg. 38
Reframing difficult situations allows one to accomplish what result?
Helps people break out of a viewpoint that's preventing them from recognizing new ideas pg. 24
In an open-to-buy plan, the sales estimates and the cost of goods estimates come from what other business management tool?
Historical data pg.
What does the USGA's Pace Rating System help determine?
How quickly a 4some of averages golfers should play a particular course on a busy day pg. 42
What is the main purpose of an open-to-buy plan?
Identify how much of a particular product to purchase pg. 10
When are private facilities exempt from the accommodation requirements of the Americans with Disabilities Act?
If they don't allow any public play pg. 33
What are the key elements of an effective mission statement?
Image, quality of customer service and crtitcal role of employees and relationship to customers and the business. Pg. 16
What is the result of the task-relationship connection when golf professionals attend to the relationship and have a sufficient task focus?
Improve customer relations pg. 6
What results does the follow-through phase of the positive engagement process allow the golf professional to achieve?
Improves both the customer relations skill of the employee and the overall quality of the customer servicePg.34
What is an example of an attraction program at a golf facility?
Information clinics pg. 20
Selling yourself, selling the facility, and selling the game of golf are the three principal layers of what type of marketing?
Internal Marketing pg. 14
Last year a special membership committee suggested that a new parking and bag drop procedure be adopted as club policy. The procedure was tested and worked out very well. What interaction strategy would the head professional likely rely on to obtain board approval for the change?
Involving strategy pg. 13
What strategy is a good choice for keeping a group discussion on topic?
Involving strategy pg. 13
When a manager builds a solution to accommodate the needs or concerns of another person, they are most likely employing which interaction strategy?
Involving strategy pg. 14
What is a major advantage of an internal online reservation system?
Keeps all reservation transaction and records in-house pg. 37
What is the likely result of a turnover rate that is too high?
Less inventory must be on hand but more often inventory must be stocked pg. 20
What will effective team managers allow their most creative people to do?
License to make decisions and take action through a team approach pg. 59
In challenging interactions, what phase of the positive engagement routine includes a restatement of the problem in a way that suggests a workable solution?
Listen pg. 38
What is the most important customer interaction of the day?
Listening or greeting pg. 32
What is the most underestimated and important component of good customer service?
Listening pg. 32
What is an example of indirect competition to an 18-hole daily fee facility?
Local fitness clubs and tennis clubs pg. 11
When defining the role of a tournament, what is important to remember about specific tournament objectives and strategies as it relates to those in the facility's overall business plan?
Look at tournaments in the light of mission and overall business objectives pg. 2
Which tee time starting system can reliably prevent players from monopolizing the best tee times?
Lottery System pg. 36
What is the usual business destination for long-range planning?
Measurable and achievable business goals? Pg. 6
What is occurring when the customer evaluates the qualify of a facility's products and services?
Moment of truth pg. 4
The Head Professional is 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?
Monitor progress and performance. Pg. 4
What is one advantage beginning players gain from forming friendships during the learning process?
More likely to stick to the game of golf pg. 21
What is a result of a low turn rate in the golf shop merchandising operation?
More markdowns to clear out merchandise pg. 21
Is it illegal for courses that receive any public funds to require a dress code?
No pg. 35
What is an important way to neutralize indirect competition?
Non- golf amenities pg. 15
Practice facilities should be designed so golfers will face what direction?
North or East to keep sun out of players eyes pg. 67
Which merchandising condition is most directly correlated with a high turnover rate?
Not a lot of inventory on hand pg. 20
What could an effective manager use to assess performance, provide feedback, inform a staff person of new responsibilities, and keep staff on track in a very short visit?
One minute Manager pg. 62
What step of the positive engagement process is being used when an employee pays particular attention to details and then takes independent action consistent with those details?
Pay attention to what the customer wants and demonstrate this attention whenever possible pg. 31
What is the initial interpersonal skill implemented when using the supporting strategy?
Pg. 16 Showing understanding
What is the purpose of a facility's Mission statement?
Pg. 16 understanding the business of the facility.
Drawing others out and getting them to actively express their ideas, feelings, and points of view best describes which interpersonal skill?
Pg. 17 encouraging open expression
Helping others to look at a situation from a fresh perspective to see new possibilities describes which interpersonal skill?
Pg. 18 Reframing difficult situations
A customer tells the head professional that he can purchase the same club from a discount shop for $25 less. The head professional responds, 'We strive to offer our products at a fair price supported by outstanding service and expertise." Which interpersonal skill did the head professional exhibit with this response?
Pg. 19 Providing a compelling rationale
Assume an employee has said that you do not understand why he is using the selling techniques he demonstrated. How would you use the skill of "giving and inviting specific feedback" in this situation?
Pg. 22-23 Allow employee to express their motives to explain any misunderstandings
What question should be asked to obtain reliable information for evaluating the effectiveness of a targeted promotional strategy?
Pg. 25 focus groups and sales analysis
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales?
Pg. 30
What do Tournament directors rely on to meet members' and guests' physical and social needs?
Pg. 64 golf pro needs to be aware of tournament schedules and maintenance schedules
The Head Professional is explaining the club's "no starting from the 10th tee" policy to a foursome that has attempted to do so. He explains the reasoning for the policy and politely extends an invitation to place them as the next group off #1 tee. What concept of customer relations interactions is illustrated in this scenario?
Positive engagement routine pg. 3
What are the five "Ps" of marketing?
Product, Price, place, promotion and purpose pg. 4
What is the initial interpersonal skill used with the convincing strategy?
Providing a compelling rationale
A customer tells the head professional that he can get the same set of clubs for $45 less at a discount store. After acknowledging the customer's concerns, he said, "I want to keep you as a satisfied customer, so why don't we take a minute to go over the kinds of services we are able to offer through our pro shop." Which interpersonal skill did the head professional use in her follow-up response?
Providing compelling rationale pg. 20
Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs?
Public relations pg. 15
A best-case projection is a justifiable starting point for developing "blue sky" scenarios for a strategic vision must be tempered by what?
Reality pg. 8
The Head Golf Professional has decided to use the supporting strategy when he asks the weekly ladies group to determine this week's format. The ladies have trouble agreeing on a format and ask him to help. What interpersonal skill is he using when he says, "Why don't you play a two-person scramble, so you don't have the pressure of keeping your individual scores?"
Reframing difficult situations pg. 22
Which interpersonal skill is most appropriate to use first when you find yourself in a repeating cycle of arguments and counter arguments with a customer?
Reframing difficult situations pg. 22
An assistant professional finds herself faced with a situation calling for the directing strategy. However, she remains unsure because the customers are intimidating. Which interpersonal skill should she rely on for guidance in this situation?
Reframing difficult situations pg. 24&18
What is a disadvantage of letting faster groups play through?
Relocates the bottleneck pg. 53
Running out of scorecards indicates a breakdown of what key requirement for good customer relations?
Resources pg. 7
The Head Professional made the following observations at the staging area for a shotgun event: Area was fully staffed Necessary supplies were available. Cars were missing towels, scorecards, and divot sand. A breakdown in what key customer relations requirement would most likely account for this situation?
Resources pg. 7
When assessing the current state of a facility's tournament business what data is important to obtain from past tournament records?
Revenues, number and type of events, services offered, staff levels, etc. pg. 4
Why is customer satisfaction an important objective of the tournament business plan?
Satisfied customers return and provide word of mouth endorsement pg. 5
How can a facility elevate the on-course experience of all players when beginners are part of the play mix?
Save beginners from embarrassment pg. 32
In the Customer Relations Manual, being a good listener is defined as which interpersonal skill?
Showing understanding pg. 18
One might focus on the implication of what is being said when using what interpersonal skill?
Showing understanding pg. 18
A customer is upset when he discovers his tee time reservation has been lost. Which interpersonal skill would be most useful in resolving the situation?
Showing understanding, Acting with integrity pg. 24
What is one way a challenging interaction usually will differ from a routine interaction?
Situation can escalate into one that requires more time and effort pg. 38
What is an example of a non-verbal communication to a customer?
Smile, eye contact, wave pg. 32
What is occurring when a customer's bag has been incorrectly tagged at the bag drop?
Staffing, system, and resource error pg. 7
Which staff member is responsible for setting the pace-of-play?
Starter pg. 52
Which primary interpersonal skills are used with the "directing" strategy?
Stating Purpose Clearly pg. 16
What are the interpersonal skills presented in the Customer Relations Manual?
Stating purpose clearly, providing compelling rationale, encouraging open expression, showing understanding, giving and inviting specific feedback, reframing difficult situations, acting with integrity pg. 17-18
What is the initial skill to remember when considering the "directing" strategy?
Stating your purpose clearly
How should the head professional respond to threatening weather?
Stopping play and evacuating the course if necessary, pg. 34
Others are seeking guidance from the person who has a solution to their concerns is an appropriate situation for using which strategy?
Supporting strategy pg. 14
What do all customer interactions involve in addition to relationships?
Tasks pg. 6
In order to be fully effective, what should a team consider when assigned a task?
Team has clear goals and the ability to reach those goals pg. 56
What is the primary product of the golf business according to the Customer Relations Manual?
The PGA experience pg. 3
Providing clear and specific directions and then modifying them as needed to gain the cooperation of others is a good way to implement which strategy?
The convincing strategy pg. 12
A customer arrives late for his assigned tee time on a solidly booked day. He says this is the second time he has been late because a full parking lot forced him to wait for a parking place. He wants assurance from the head professional that this situation will be resolved in the near future. What is the most appropriate interaction strategy for guiding the head professional's response?
The directing strategy pg. 10
What is a method that professionals can use to communicate with potential and existing customers?
The internet is essential for communicating with existing customers and reaching out to potential customers pg. 22
A co-worker is having difficulty setting up a merchandise display. What strategy would the Head Professional use to assist him if her intent was to avoid his losing a sense of ownership in creating the display?
The involving strategy
A member complains about how the guest policy affects his adult children. The head professional knows that the policy is unpopular with many members. What strategy might he use effectively in this situation?
The involving strategy pg. 13
When a manager modifies an idea to include other people's contributions, they are most likely employing what interaction strategy?
The involving strategy pg. 13 3rd bullet
What interaction strategy is appropriate when one is clear about what needs to be done and the other person accepts the organizational role assignments?
The supporting strategy pg. 14
How does the facility's overall vision and core values help the retail manager?
Thew vision and core values guide the creation of all other aspects of retail business plan pg. 5
Under what law are golf facilities required to provide all people with goods and services on an equal basis?
Title III of Federal Americans with Disabilities Act pg. 33
What activities might be included in a "one-minute manager" routine?
Today's information, productive goals pg. 62
As presented in the Golf Operations Course Manual, what must be present to achieve a key characteristic of effective teams?
Understand the facility mission and how they will help achieve it Pg. 56
How should surveys, focus groups, and sales analyses be used to keep a facility from wasting money on ineffective promotions?
Ways to find out about your customers pg. 25
What criterion should management consider when determining the correct tee time interval?
What events and groups you have, weather related issues, etc. pg. 40
In what situations would a staff member most likely rely on the "supporting" strategy?
When a member or guest has a complaint pg. 15
When would one most likely rely on the "convincing" strategy?
When the golf professional or employee is trying to provide goods or services to a customer pg. 12
What should be addressed in a facility's reservation policy?
Who can make reservations, how far in advance, what days are taken, what times are available for first come first served play pg. 39
When should the process for developing a business plan start?
With a clear understanding of the context of the business. Pg. 7
From what distance do most facilities draw their prospective customer base?
Within 20 mile radius pg. 12
As a general rule, what should course assistants encourage players to do on the golf course as it relates to pace of play?
Worry about what's ahead of them and not what's behind them pg. 53
Should OTB funds should be reserved for unforeseen opportunities?
Yes pg. 26
Should stakeholders assume that the return from promotional strategies designed to attract tournament business would be proportional to the level of their financial investment?
Yes pg. 5
What is the process called when the manager reviews total rounds to determine who is playing and when?
Yield analysis pg. 10