Level 1 3.1 PGM Test Customer Relations

Which of the following is an example of a non-verbal communication in a customer interaction? -Course conditions -Appearance -Perception -Resolution

Appearance

The follow through phase of the positive engagement process allows the golf professional to achieve which of the following outcomes? -Establish the basis for the annual evaluations of employee performance in serving customers -Assess the interactions between customers and staff to determine how overall services could be improved -Measure the level of customer dissatisfaction against the overall condition of the golf course

Assess the interactions between customers and staff to determine how overall services could be improved

In which circumstance would adopting the "directing" strategy be most appropriate? -Communicating engineering requirements to the greenkeeper -Resolving a dispute among repair shop employees -Clearing a parking lot jam

Clearing a parking lot jam

What strategy is usually 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 -Listening -Convincing -Providing a compelling rationale

Convincing

Which of the following describes the difference between routine and challenging customer relations situations addressed by the positive engagement process model? -Day-to-day situations are regularly scheduled interactions with customers while challenging situations occur on an infrequent basis. -Day-to-day situations occur in the normal course of doing business while challenging situations occur when a staff member attempts to exceed customer expectations. -Day-to-day situations are anticipated and routinely handled while challenging situations are usually consequences of unanticipated negative experiences of a customer.

Day-to-day situations are anticipated and routinely handled while challenging situations are usually consequences of unanticipated negative experiences of a customer.

Which of the following interpersonal skills is most readily supported in the greet phase of the positive engagement process? -Providing a compelling rationale -Encouraging open expression -Inviting and giving specific feedback

Encouraging open expression

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 -Supporting -Compelling rationale

Involving

When a manager modifies an idea to include other people's contributions, they are most likely employing which of the following interaction strategies? -Involving -Supporting -Listening -Cooperating

Involving

What is the most underestimated and important component of good customer service? -Follow through -Listen -Offer solutions -Assess

Listen

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? -Encouraging open expression -Showing understanding -Providing a compelling rationale -Giving specific feedback

Providing a compelling rationale

Which of the following is an interpersonal skill represented by the statement, "When we implement the new speed of play policy, we will benefit in two ways..."? -Stating your purpose clearly -Providing a compelling rationale -Convincing others to see the value of your idea

Providing a compelling rationale

Which of the following interpersonal skills 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"? -Providing a compelling rationale -Reframing a difficult situation -Encouraging open expression -Acting with integrity

Reframing a difficult situation

Running out of scorecards indicates a breakdown of what key requirement for good customer relations? -Systems -Resources -Staffing

Resources

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? -Inviting and giving specific feedback -Showing understanding -Personalizing your solution -Stating your purpose clearly

Showing understanding

What primary interpersonal skills are used in implementing the "directing" strategy? -Show understanding; Provide a compelling rationale -Invite and give specific feedback; Show understanding -State purpose clearly; Give and invite specific feedback

State purpose clearly; Give and invite specific feedback

During contract negotiations between a landscaping contractor and her golf facility, head professional Helen Rickles was able to successfully communicate her role and intent in asking for a meeting. Identify the interpersonal skill Helen employed in this situation. -Supporting -Stating your purpose clearly -Acting with integrity -Convincing

Stating your purpose clearly

Bob Gillette enters the Golf Shop and approaches Lisa, the Head Golf Professional. He tells Lisa how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is Lisa using when she says, "Mr. Gillette, 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." -Strategy: convincing, Skills: showing understanding and providing a compelling rationale -Strategy: involving, Skills: showing understanding and giving and inviting specific feedback -Strategy: involving, Skills: reframing difficult situations and stating your purpose clearly -Strategy: convincing, Skills: encouraging open expression and acting with integrity

Strategy: convincing, Skills: showing understanding and providing a compelling rationale

Head professional Joe Morales 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? -Supervision -Logistics -Resources -Systems

Systems

Which of the following describes one way a challenging interaction usually will differ from a routine interaction? -The root cause of the problem will be more readily apparent. -Assess and offer assistance will become the most important steps of the interaction. -The solution will involve more time and effort for the employee to implement. -The final offer will be straight-forward and more directive.

The solution will involve more time and effort for the employee to implement.

Which one of the following situations best justifies the use of the "convincing" strategy? -When confronted by people too upset to objectively consider the issues -When attempting to reduce friction among committee members -When confident your solution is the best course of action

When confident your solution is the best course of action

Responding to others in such a way that you convey a genuine understanding of their point of view defines the skill of "reframing difficult situations". True False

false

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

false

A routine interaction may require as much effort as a more challenging situation. True False

true

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

true

The extent to which one wants to control the outcome of an interaction is one of the features that distinguishes the four interaction strategies from each other. True False

true