Facility Management
What is a clear policy on how to handle customers who arrive late for a tee time?
"Customers who are late for a tee time lose their reserve time and will be placed on a wait list for the next available tee time."
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" Routine
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?
"The task-relationship connection", which places an importance on maintaining a positive relationship while accomplishing the required task.
A $36,000 inventory that turns three (3) times requires how much of an initial investment?
$12,000
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
What is the Turnover Rate for the year using the following information? Sales = $196,000 COGS = $140,000 Average Inventory = $56,000 Glove Sales = $24,000 Ball Sales = $36,000 Men's Shirt Sales = $54,000 Rounds Played = $20,000
2.5
From what distance do most facilities draw their prospective customer base?
20 miles
If you average inventory value is $38,000 and your annual cost of goods sold is $114,000, what is the Turnover Rate?
3.0
If your average inventory value is $38,000 and your annual cost of goods sold is $114,000, what is your turnover rate? (pg.22)
3.0
How far in advance should Inventory arrive prior to the anticipation of sales?
90 days
In addition to the previous year's sales volume, what additional information is needed to accurately forecast sales?
A. General internal and external factors and B. Marketing Strategy of the merchandising operation
What interpersonal skill lies at the heart of all the others?
Acting with Integrity
What interpersonal skill should be used when you need to build trust and purpose?
Acting with Integrity
When you want to know what someone thinks about your actions it would be useful to rely on what interpersonal skill?
Acting with Integrity
What quality is most desirable in a person tasked with managing pace of play?
All are desirable
As presented in the Golf Operations Course Manual, what must be present to achieve a key characteristic of effective teams?
All of the above
How can a facility determine the viability of a promotional program?
All of the above
How can the Starter positively affect the pace-of-play?
All of the above
How might one best implement the interpersonal skill of "encouraging open expression?"
All of the above
What activities might be included in a "one-minute manager" routine?
All of the above
What are the five "P's" of marketing?
All of the above
What are the key elements of an effective Mission Statement?
All of the above
What data needs to be considered when compiling the information for the facility profile?
All of the above
What does a facility profile define?
All of the above
What does an effective team decision-making process require?
All of the above
What does an open to buy reserve provide?
All of the above
What is a characteristic of an effective team?
All of the above
What is a method that professionals can use to communicate with potential and existing customers?
All of the above
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales?
All of the above
What is an example of an external event?
All of the above
What is an example of facility functions that need written safety procedures to insure uniform actions of staff?
All of the above
What is one advantage beginning players gain from forming friendships during the learning process?
All of the above
What is the purpose of a facility's Mission Statement?
All of the above
What is true when promotional dollars are tied directly to business plan objectives?
All of the above
What predicts the dollar value of the inventory needed at the start of each month to reach monthly sales goals?
All of the above
What question should be asked to obtain reliable information for evaluating the effectiveness of a targeted promotional strategy?
All of the above
What would be a design characteristic that would assist in speeding up pace-of-play?
All of the above
When assessing the current state of a facility's tournament business, what data is important to obtain from past tournament records?
All of the above
Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support?
All of the above
Which of the following is a reason for a low inventory turnover rate?
All of the above
What is the result of a low turn rate in the golf shop merchandising operation?
All of the above are results of a low turn rate
What is the likely result of a turnover rate that is too high?
All of the above is the likely result of a high turnover rate
What does a vision include or define?
All of the above!
What is a benefit of having a caddie program at a club?
All of the above!
What distinguishes the four interaction strategies from each other?
All of these
What is one way to use the skill of "reframing difficult situations"?
All the above
What is an interactive calendar?
Allows employees and Managers to see upcoming events and action items
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 5 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?
Assess the current state of the business
Cost of Goods Sold can be calculated if what other figures are known?
Beginning of Month Inventory at Cost + New Inventory Purchased - End of Month Inventory at Cost
What is the formula for Cost of Goods Sold (COGS)?
Beginning of Month Inventory at Cost + New Inventory Purchased - End of Month Inventory at Cost
What factor affects the value of any resource?
Both staffing and systems
Reframing difficult situations allows one to accomplish what result?
Break away from an unproductive cycle of arguing or complaining
In an open-to-buy plan, the sales estimates and the cost of goods estimates come from what other business management tool?
Business Plan
In order to be fully effective, what should a team consider when assigned a task?
Collaborating
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?
Convincing
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
When a manager builds a solution to accommodate the needs or concerns of another person, they are most likely employing which interaction strategy?
Convincing
Which interaction strategy allows others to see the value of adopting your solution?
Convincing
What criteria should management consider when determining the correct tee time interval?
Course monitoring and Trial-and-Error
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? (pg.63)
Cross-Operations Marketing
What should increase in the retail operation to add value?
Customer Service
What single variable has research shown to be most closely associated with long term financial performance?
Customer relations
What is used to identify the most frequent customers who generate the most revenue?
Database Technology with Customer Profiles linked to Point of Sales Systems
What is the usual business destination for long-range planning?
Define the business
When should the process for developing a business plan start?
Define the business
What market conditions are particularly important to remember when developing a tournament plan?
Demographic and economic conditions
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 Competition
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
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?
Directing
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?
Directing
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?
Directing
What interaction strategy is appropriate when one is clear about what needs to be done and the other person accepts the organizational role assignments?
Directing
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?
Directing
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 / Sttarting Your Purpose Clearly
How would a facility determine the expense per sale that could be attributed to a targeted promotional strategy?
Divide Total Sales by Total Cost of Advertising
What is the formula for calculating Planned Open to Buy dollars?
EOM Inventory + COGS - BOM Inventory
As a general rule, what should course assistants encourage players to do on the golf course as it relates to pace of play?
Encourage players to keep up with the group ahead and not to worry about what is behind them
"How do you feel about expanding our marketing efforts" is an example of which interpersonal skill?
Encouraging Open Expression
Drawing others out and getting them to actively express their ideas, feelings, and points of view best describes which interpersonal skill?
Encouraging Open Expression
What is the purpose of "providing a compelling rationale?"
Explaining to stakeholders why the course of action being taken is ultimately beneficial to them
What business practice is being employed when a facility holds an external tournament that uses the golf course, the practice facility, and the restaurant?
External Marketing
What Government act has significant application to the terms of caddie employment?
Fair Labor Standards Act
According to the Business Planning Model, a business plan should build on and refine the operational plan?
False
Moments of Truth end when the final hole of a group's round is completed.
False
What is an example of indirect competition to an 18-hole daily fee facility?
Fitness and Tennis Clubs
How should the head professional respond to threatening weather?
Follow the procedures for players and staff to follow in the event of inclement weather
What do Tournament Directors rely on to meet members' and guests' physical and social needs?
Food & Beverage
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?
Gives each party the chance to clarify any misunderstandings
Opening channels of communication to minimize misperceptions that can develop between people describes what interpersonal skill?
Giving and Inviting Specific Feedback
Opening channels of communication to reduce misperceptions that can arise between people defines which interpersonal skill?
Giving and Inviting Specific Feedback
Telling others how their behavior affected you is an example of what interpersonal skill?
Giving and Inviting Specific Feedback
What is the most important interdepartmental relationship for the golf operations department?
Golf Course Maintenance
What step in the positive engagement process is the first time you show your willingness to engage in problem solving.
Greet
What is an example of a non-verbal communication to a customer?
Greeting each customer with positive body language and a smile
How can a facility elevate the on-course experience of all players when beginners are part of the play mix?
Group new players with more experienced players
For what purpose are the facilities core values and vision going to be the most useful to the retail manager?
Guides the creation of all other aspects of the retail operation business plan
How does the facilities overall vision and core values help the retail manager?
Guides the creation of all other aspects of the retail operation business plan
What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful?
Having a strong brand
What does inventory turnover rate indicate about a retail business?
How many times the average inventory investment is "sold through" and reinvested within a year or season
What does the USGA Pace Rating System help determine?
How quickly a foursome of average golfers should play a particular course on a busy day
What is the main purpose of an open-to-buy plan?
Identify how much money must be spent each month to purchase or restock inventory to meet sales goals
When are private facilities exempt from the accommodation requirements of the Americans with Disabilities Act?
If a private facility does NOT allow any public play, such as in tournaments
What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model?
In a "challenging situation", there is more of an emphasis on "offering" and "listening"
In a routine interaction, what does the greeting step focus on, whereas in the challenging interaction, what does the greeting step focus on?
In a routine interaction, the greeting step focuses on keeping the interaction positive, whereas in the challenging interaction, the greeting step focuses on problem solving
Who is any other organization that meets a customer's needs with a different service?
Indirect Competition
Selling yourself, selling the facility, and selling the game of golf are the three (3) principal layers of what type of marketing?
Internal Marketing
"Modifying your ideas to include other's contributions" is more likely to be part of which strategy?
Involving
A long-time member of your golf committee is reluctant to endorse a tournament format change that the head professional has proposed. Which interaction strategy would likely be most helpful in resolving the situation?
Involving
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?
Involving
What strategy is a good choice for keeping a group discussion on topic?
Involving
When a manager modifies an idea to include other people's contributions, they are most likely employing what interaction strategy?
Involving
What is one way a challenging interaction usually will differ from a routine interaction?
It will take more time than a routine interaction
For what month is the End of Month Inventory target for May the same as the BOMI?
June
What is a major advantage of an internal online reservation system?
Keeps all reservation transactions and records in-house and can be entirely run by employees
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?
Less Inventory
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
What is the most underestimated and important component of good customer service?
Listening
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?
Make an extra effort
What are facilities more resistant to if they forge mutually beneficial collaborations?
Market turndowns and changing trends
What is occurring when the customer evaluates the quality of a facility's products and services?
Moment of truth
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 Performance
Practice facilities should be designed so golfers will face what direction?
North or East
What should a comprehensive caddie-training program include?
Orientation
What is an example of a financial strategy for attracting more tournament business?
Place advertising in local publications
What type of "Moment of Truth" is building a brand at a facility?
Post-Play
Why would strategies for promoting tournament business differ from strategies for promoting tournaments?
Promoting tournament business highlights a facility's tournament opportunities and services in general and Strategies for promoting tournaments helps build the facility's reputation and lead to future bookings
According to the Customer Relations Manual, what must accompany good interpersonal skills to achieve high quality relations with your members and customers?
Proper procedures
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?
Proper procedures and interpersonal skills must be in place to resolve this situation
What is the most significant benefit of strategic business planning?
Provides a long-term vision and destination
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?
Providing a compelling rationale
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
What is the initial interpersonal skill used with the convincing strategy?
Providing a compelling rationale
What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action?"
Providing a compelling rationale
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."
Providing a compelling rationale
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
Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs?
Public Relations
A best-case projection is a justifiable starting point for developing "blue sky" scenarios for a strategic vision must be tempered by what?
Reality
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?
Reframing Difficult Situations
Helping others to look at a situation from a fresh perspective to see new possibilities describes which interpersonal skill?
Reframing Difficult Situations
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
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"?
Reframing Difficult Situations
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
What is a disadvantage of letting faster groups play through?
Relocates the bottleneck on the course
What is defined as the means available to support staff in completing a task?
Resources
What are the key requirements for good customer relations?
Resources, staffing, and systems
Why is customer satisfaction an important objective of the tournament business plan?
Satisfied customers return and Satisfied customers provide word-of-mouth endorsements
In a challenging interaction, what should the golf professional do when the possibility of a negative result is increasing?
Shift the focus away from the problem and toward a process for resolving the problem
In the Customer Relations Manual, being a good listener is defined as which interpersonal skill?
Showing Understanding
"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?
Showing Understaning
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 Understaning
One might focus on the implication of what is being said when using what interpersonal skill?
Showing Understaning
Responding to others in such a way that you convey a genuine understanding of their point of view defines what interpersonal skill?
Showing Understaning
What are the initial skills used in implementing the "supporting" strategy with your first assistant golf professional?
Showing Understaning
What interpersonal skills is most readily supported in the greet phase of the positive engagement process?
Showing Understaning
What is the initial interpersonal skill implemented when using the supporting strategy?
Showing Understaning
Which staff member is responsible for setting the pace-of-play?
Starter
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?
Stating Your Purpose Clearly
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
To help others understand your intent, which interpersonal skill would you employ?
Stating Your Purpose Clearly
What interpersonal skill is best exemplified by the statement, "I want you to be at work before 6:30 AM on days when the landscape contractor is here?"
Stating Your Purpose Clearly
What is the initial skill to remember when considering the "directing" strategy?
Stating Your Purpose Clearly
Which primary interpersonal skills are used with the "directing" strategy?
Stating Your Purpose Clearly
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?
Supporting
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?
Supporting
Others are seeking guidance from the person who has a solution to their concerns is an appropriate situation for using which strategy?
Supporting
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?
Supporting
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?
Supporting
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."?
Supporting / Showing Understanding
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
Running out of scorecards indicates a breakdown of what key requirement for good customer relations?
Systems
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?
Systems
What do all customer interactions involve in addition to relationships?
Tasks
Why must golf professionals forecast beginning of month inventory (BOMI) levels?
Tells golf professionals the amount of inventory that is physically present and ready to be sold at the facility and Tells golf professionals the inventory level at the end of the previous month
What is the primary product of the golf business according to the Customer Relations Manual?
The PGA Experience
In an open-to-buy budget, how is average inventory defined?
The amount of inventory on hand to meet annual sales goals and COGS divided by Projected Turn Rate
What is the most important customer interaction of the day?
The first engagement
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?
The number and type of tournaments
What results does the follow-through phase of the positive engagement process allow the golf professional to achieve?
The result of the follow-through phase allows the golf professional to achieve credibility and build goodwill
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?"
The statement expresses a clear and positive intent regarding the interaction
What may be required in both a routine situation and more challenging situation?
The use of positive engagement routines
What happens to customer expectations over time when they are consistently met?
They become part of the requirements, and eventually, the Core Products and Services
What is the result of the task-relationship connection when golf professionals attend to the relationship and have a sufficient task focus?
They build a solid foundation for effective customer relations with almost any customer
Why are on-course and phone-based reservation systems still significant even though Internet-based tee time systems are becoming more prevalent?
They play a significant role in the customer's relationship with the facility
Why must a particular facility's clientele and needs be examined in order to effectively manage play?
To create systems ensuring the playing experience meets or exceeds expectations
How should surveys, focus groups, and sales analyses be used to keep a facility from wasting money on ineffective promotions?
To find out about customers
What is the purpose of a step-by-step engagement process?
To provide consistent interactions for every customer and situation
The "greeting" step in a challenging customer-relations situation allows the golf professional to achieve what result?
To reveal the root cause of the customer's problem
A Yield Analysis is the process of reviewing total rounds to determine who is playing and when.
True
A free putting clinic is an example of an attraction program at a golf facility?
True
A lottery system for tee time reservations can reliably prevent players from monopolizing the best tee times?
True
A promotion aimed at the golfing public at large will be most effective if the business objective is to increase tournament play in general?
True
Americans with Disabilities Act (ADA) requires golf facilities to provide all people with goods and services on an equal basis.
True
As a general rule, stakeholders should assume that the return from promotional strategies designed to attract tournament business would be proportional to the level of their financial investment?
True
Cost of Goods Sold (COGS) is the value (at cost) of the merchandise sold to customer, stolen, lost, or destroyed during a particular period of time?
True
Determining a facility's tournament business goals largely depends on the facility's stated mission and its overall business objectives.
True
Financial forecasts should be based on historical data derived from a linear trend analysis.
True
Helping establish a starting point for developing new goals, objectives, and related strategies is an appropriate use of the SWOT analysis?
True
Key stakeholders should provide direction for creating the business plan at a golf operation.
True
No-shows and cancellations should be addressed in a facility's reservation policy.
True
Non-golf amenities are an important way in which golf facilities neutralize indirect competition.
True
One of the biggest benefits of teamwork is that it fosters a positive facility culture. (pg.59)
True
Performing a cost/benefit analysis is a quantitative way to assess a promotional strategy?
True
Playing from the correct tees is a good pace-of-play guideline.
True
Selecting the best alternative is an element in the consensus-based decision-making process? (pg. 59)
True
The American Marketing Association refers to "Branding" as a name, term, sign, symbol or design, or combination of them intended to identify the goods and services of a seller.
True
The BOMI is the value of the inventory needed at the beginning of each month to reach monthly sales goals.
True
Understanding the competition should be a starting point for a facility when developing new promotional programs.
True
Which tee time starting system compensates well for no-shows?
Walk on and Play system
In what situations would a staff member most likely rely on the "supporting" strategy?
When others have the ability to resolve concerns themselves
When does an interactive moment of truth occur for the customer?
When the customer has direct contact with a staff member
What situations call for initiating the "involving" strategy?
When the employee does not directly control the behaviors related to the outcome
In what circumstance would adopting the "directing" strategy be appropriate?
When the employee needs to gain control of a difficult situation
When would one most likely rely on the "convincing" strategy?
When the employee understands the best set of actions and is trying to get the customer to make a good choice
Which type of analytical research is conducted to achieve more efficient course utilization?
Yield Analysis
What is an example of a revenue item in a tournament budget?
all of the above
It is illegal for courses that receive any public funds to require a dress code.
false