Level 2 - Facility Management Review

All tournaments should net a profit.

Which skill is most appropriate to use when you find yourself in a repeating cycle of arguments and counter arguments

What is a quantitative way to asses a promotional strategy?

In an OTB, the sales estimates and the cost of goods estimates come from what business management tool?

What do all customer interactions involve in addition to relationships?

Which of the 5 P's of Marketing is not real?

What is the formula for Forecasted Average Inventory Level

What is an example of an attraction program?

Golf professionals need to forecast BOMI levels.

What is the most underestimated and important component of good customer service?

The USGA has developed a system to determine Pace of Play

All of these are part of the CR greeting process EXCEPT

What is occurring when the customer evaluates the quality of a facility's products and services?

When does a direct moment of truth happen?

Responding to others in such a way that you convey a genuine understanding of their view.

The BOMI for May is the Same as the EOMI for

Which direction should a range face?

A high turn rate typically leads to increased markdowns and higher COGS

While defining the market, the local demographics are not considered.

Beginner players should not be paired with experienced golfers at the first tee

Helping others to look at a situation from a fresh perspective to see new possibilities describes?

When shaping the tournament promotional strategy you should consider all EXCEPT

What is the most important customer interaction of the day?

Which primary interpersonal skill is used with the "directing"strategy?

A business mission statement conveys what the major stakeholders feel are the primary purpose of the venture.

What government act has significant application to the terms of caddie employment

What is a method to communicate with potential and existing customers?

Encouraging others to find a solution and then helping them understand your role in implementation.

The STARTER has an influence on pace of play.

The ADA applies to Private Courses if they

What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action"

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

when you want to know what someone thinks about your actions it would be best useful to rely on what skill?

What type of "moment of truth" is building a brand at a facility?

A golfer arrives late for their tee time, which strategy would you use to explain why your gave away their tee time?

What should increase in the retail operation to add value?

Consistent engagement process is required in both routine and more challenging situations.

Which merchandise classification typically sees lower turn rates?

What could a manger use to access performance, provide feedback and keep staff on track in a short visit?

Selling yourself, the facility and the game of golf are the 3 primary layers of what type of marketing

The tournament plan is a calendar of upcoming tournaments that have been booked and scheduled.

Telling others how their behavior affected you is an example of what?

Appropriate strategy when a volunteer has begun to come up with their own ideas after working together for a while.

A facilities Indirect Competition should be of chief concern when developing a promotion strategy

When a manager modifies an idea to include others contributions, they are most likely employing what strategy?

What happens to expectations over time when they are constantly met?

Money should be set aside as reserves in an OTB.

Which interaction strategy allows others to see the value of adopting your solution

Which tee time system avoids the pitfalls of no-shows?

What step of the positive engagement process is the first time you show your willingness to engage in problem solving

In the CR Manual, being a good listener is defined as which interpersonal skill

Modifying your ideas to include other's contributions is more likely to be part of which strategy

Asking a golf student, "Are the swing changes we made leading to better results?" is an example of?

The customer base should go a long way in deciding the mix of events and tournaments

Which department do instructors have the most opportunity to engage in mutually beneficial coordination and support

What should be addressed in a facilities reservation policy?

What interpersonal skill lies at the heart of all others

What is a disadvantage of letting groups play through?

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

How far in advance should inventory arrive prior to the anticipation of a sale?

Drawing others out and getting them to actively express their ideas, feelings and points of view best describe?

Identify an element in the consensus-based decision-making process.

What strategy is good to keep a discussion on topic?

Which tee time system can reliably prevent players from monopolizing the best tee times

Two fundamentals for marketing the facility & PGA experience are ensuring the highest level of customer service and...

What is the formula for COGS?

What factors affect the value of any resource?

A _________ is a promise to the customer of what a business is, who they are, and what services they deliver

What is the most powerful form of promotion?

A facilities clientele and their needs should be examined in order to effectively manage play

What is the primary tool we use to Assess the State of Tournament Business and Objectives