Level 2 - Facility Management Review

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

The ADA applies to Private Courses if they

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

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

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

When does a direct moment of truth happen?

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

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

What interpersonal skill lies at the heart of all others

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

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

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

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

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

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

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

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

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

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

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

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

What should be addressed in a facilities reservation policy?

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

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

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

What is a disadvantage of letting groups play through?

When shaping the tournament promotional strategy you should consider all EXCEPT

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

Which direction should a range face?

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

What is a quantitative way to asses a promotional strategy?

What strategy is good to keep a discussion on topic?

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

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

What is the most important customer interaction of the day?

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

The STARTER has an influence on pace of play.

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

Which merchandise classification typically sees lower turn rates?

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

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

What should increase in the retail operation to add value?

The BOMI for May is the Same as the EOMI for

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

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

The USGA has developed a system to determine Pace of Play

What is the formula for COGS?

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

All of these are part of the CR greeting process EXCEPT

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

What do all customer interactions involve in addition to relationships?

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

What is an example of an attraction program?

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

What is the most powerful form of promotion?

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

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

All tournaments should net a profit.

Golf professionals need to forecast BOMI levels.

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

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

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

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

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

What is the formula for Forecasted Average Inventory Level

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

What factors affect the value of any resource?

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

Money should be set aside as reserves in an OTB.

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

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