PGA PGM 3.0 Level 1 Facility Management Test

PGA PGM 3.0 Level 1 Facility Management Test The Process for developing a business plan starts before you establish the goals you would like to achieve for the shops coming year - ✔True Who should provide direction for creating the business plan at a Golf Operation - ✔Key Stakeholders According to the business planning Model, a business plan should build on and refine the operation plan - ✔False Long - Range Planning should initially assume an adversarial relationship between neighboring facilities that directly compete with each other. - ✔True What is the usual business destination for long range planning? - ✔3-5 years Achieve its vision what is the most significant benefit of strategic business Planning. - ✔Provide a long term vision & Destination Helping Establish a starting point for goals, Objectives, and related strategies is an appropriate use of a SWOT analysis. - ✔True You are in the process of completing a business plan for the golf shop. Initial forecast 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 A Golf Professional is purchasing a golf course. The business plan he presented to his banker included his history of operating 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 the loan application because of missing information. What important element is missing from the business plan? - ✔Current state of the business The SWOT analysis would treat opportunities are threats as factors that usually can be controlled by the facility. - ✔False The Result of a SWOT analysis could be sufficient justification for the abandonment of a core business function - ✔True Staff evaluation are a relevant data source for a SWOT analysis - ✔True

How might revenues be affected at a nearby daily fee course if the local tire plant has major layoffs - ✔Go Down (decrease) Lack of a mission statement is an example of a weakness that a SWOT analysis might disclose - ✔True Trends in local consumer spending would be most useful for evaluating a core business function - ✔True What should govern the decision to pursue an opportunity? - ✔Finances - Barriers to entry - recourses - opportunity cost Goals, Objectives & strategies - ✔ Consider the following the statement as part of the a business plan: "improve range profits and customer satisfaction." According to the business planning course, this statement is an example of an objective. - ✔True The new manager of a ten - year - old private course currently doing an average of 5, 000 tournament rounds per year, proposes to increase tournament rounds by 50% by the end of the next year. This proposal meets the criteria for an effective business objective as presented in the business planning course manual. - ✔True "Develop and promote group lesson programs aimed at a women and Juniors" is an example of an effective business objectives. - ✔False What Important Characteristic is missing in the business Objectives. "Increase pro shop sales next year?" - ✔Measurables; How are you going to measure Which Characteristics of goals and objectives is described as capable of being observed, recorded, and measure. - ✔Quantifiable What is functionally significant difference between goals and objectives? - ✔goal few clearly defined targets objectives of how we get the goal.

A facilities financial objectives could achieved through operational strategies alone. ✔False The Following agenda was part of a golf range business plan."175 dozen range balls and rotate usage three times a year. Who: Head Professional. When: End of First Quarter. Cost: $1500" According to the business plan component represented by this statement? - ✔.......

What is an example of a financial Strategy? - ✔Borrowing Money: Debt: Reduce operating expense.

What would be the most appropriate initial response to a facility income not meeting projections. - ✔.......

Financial, Forecast, and Budgets - ✔ Calculating yield involves knowing the relationship between the amount utilized and the amount available. - ✔True Gross Profit is what remains after calculating the difference between revenue and cost of goods - ✔True Linear trend analysis and base year analysis are example of vertical analysis - ✔False The Divisor in the linear trend formula - average percentage is the number of years of change being measured. - ✔True Conducting a base year analysis is a good choice for a facility that has just completed a project that added nine new holes to the original 9 - hole course - ✔True Golf Shop sales of $100,000 yield gross margin of $30,000, What is the percent of the cost of goods. - ✔30% What is the definition of "cost of goods sold" - ✔Cost used to by stock If the gross target margin for your golf shop were about 40%, what would be the target % for your cost of goods sold? - ✔60% According to the business planning course manual, what is usually the largest contributor to the bottom line profit of the facility - ✔Rounds What is the formula for Merchandise Net Operating Income? - ✔Revenue Generated Operating Expense What events would cause a change in the forecast for the golf shop expense? - ✔ What metric should be part of every forecast regardless of the type of the facility - ✔ A Vision defines the short - Term objectives that must be accomplished in the upcoming year. - ✔False A Facility profile defines the overall culture of the business - ✔True

The projected customer base of certain golf facilities located in the United States could assume members drawn from international Markets. - ✔True A yield Analysis is used to compile a facilities historical data on the number of rounds played. - ✔True What is the process called when a manager reviews total rounds to determine who is playing and when? - ✔Yield Analysis Mission Statements should include a definition of the facility's underlying financial model. - ✔False A sound mission statement defines the long term vision and core values of a facility ✔True It is appropriate to address the role of the employee in the mission statement - ✔False Assessing the current state of business. - ✔ The interpretation of the quantitative data is less susceptible to differences of opinion than qualitive data - ✔True Customer demographics is an internal factor - ✔False What type if information is typically provided by qualitive data. - ✔Likes; Dislikes; Experiences What examples would be considered internal data sources for planning purposes - ✔Finances - Cogs etc..

Cost of goods sold is an example of qualitive date - ✔False What information would be most useful to the planning team interested in measuring the facilities past or current success - ✔Historical Yield Analysis The Utility of your business plan for managing Day to Day operations in a golf shop depends on your ability to manage internal factors - ✔True Consider the following table: Based on trend analysis, what forecast would be made on the number of weekend rounds that will be played in year 5.

Year 1 2 3 4 5 Weekend Rounds 16k 14,500 16,000 17,400 ? - ✔

You are concerned about a decline in business growth, what method would be most effective in portraying your overall financial history - ✔ For the purpose of developing a business plan, what is the best description of a trend analysis? - ✔ The total of annual sales for a golf shop for the past five years are listed below: Year: Total Annual Sale 1 $98,000 2 $100,000 3 $123,000 4 $121,000 5 $ 133,000 Based on a single trend projection, what is the most reasonable expectation for the coming year? what is the average percent change. - ✔6.5% change Assumptions are necessary for forecasting numbers - ✔True What is one technique used to validate assumptions - ✔ What best describes sensitivity analysis - ✔ Next year you will be replacing a long term golf - shop employee with a new assistant who has considerable sales experience and selling skills. You will be paying this new staff member a higher salary. What is a reasonable assumption for you to make. ✔They will bring in more revenue.

In his first year at a golf club, The Head Professional has made some assumptions about how improvements in customer service will increase the coming year's sales volume. What Technique could be used to best test these assumptions. - ✔Percent change, historical analysis Your employer is contemplating an increase in weekend green fees. She would like to know how this increase might affect the number of rounds played. What would provide her with the best estimate. - ✔Past Round History.

Opening a new driving range 5 miles away would be relevant factor for making assumptions about the number of rounds likely to be played in the coming year. - ✔True A capital budget is used for large value items such as equipment and fixtures - ✔True The utility of a business plan for managing day to day operations depends on the accuracy of your assumptions - ✔True

in a cash budget, transactions are only recognized at the time they occur - ✔True Depreciation allowances must be accounted for in a cash flow budget. - ✔True Your finalized operating budget will show whether or not you have the money to pay ✔False A Cash budget records cash and credit card transactions - ✔true What information should be basis of a golf shop's 12 month operating budget - ✔ What is the correct Budget category for labor forecast - ✔ A Cash Flow budget is primarily concerned with what measure - ✔Cash Flow An important feature of a cash budget is cash flow patterns for the past 12 months are clearly indicated - ✔True Monitoring performance - ✔ What method do managers use to increase their knowledge of financial performance and controls - ✔ What is the most significant benefit of a POS system to a manager - ✔Real time sales tracking what does performance metric provide - ✔ What us is one example of a performance metric - ✔ Raising and lowering the green fees is a reasonable response to an under performing budget - ✔False Revising forecast and budgets is one way to keep a business solvent in the event of unforeseen external changes - ✔True Changing the budget when the facility is falling short of budget projections is both unacceptable and unproductive - ✔True What is the baseline reason for analyzing variances - ✔- to know why or how they have occurred & know if it is good or bad.

Career Enhancement (Career Planning Process) - ✔

The Skills of a golf professional including knowing that rounds, memberships, golf cars, tournaments, and merchandise generate revenue for the facility - ✔True A personal development summary details interest strengths weaknesses and future personal development steps - ✔True What must every professional understand about evaluation. - ✔Evaluation is crucial to career enhancement regardless of career choice How might a golf pro discover interest - ✔explore industry opportunities, connecting with people fist hand experience What is part of the explore stage in the career planning process - ✔Exploration often overlaps with evaluation It is best to narrow one's focus to a specific job when exploring career options - ✔False Explain the difference between a core industry segment and an enabled industry segment - ✔Core Industry - Produce goods & services used to play the game Enabled Industry - Produce other economic activities that the game enables ex.

Tourism PGA.org/jobs provides info on industry positions, networking, resume writing, and interviewing. - ✔True What is the difference between career ladder and career lattice - ✔Career Ladder Directly upward career progression Career Lattice - combo of sideways and upward progression Why is it important to develop a vision statement - ✔Provides direction to career - brief description of ideal future as PGA Pro "increase merchandise sales in the golf shop" is an example of a SMART goal. - ✔False what is provided in the "strategies to Succeed" section of the career fitness manual? ✔helpful starting point for developing goals Core skills are those that are useful in many golf industry positions - ✔True How can you utilize the Work experience portfolio to write a resume - ✔to focus on content and align it to a particular position

What part of the resume concisely describes a summary of skills and qualification gained from work experience as a golf professional? - ✔Action / Power Statements.

Responsible, involved, and helpful are effective action words to create a power statement - ✔False What are ways to connect with connect with other professionals who have industry experience to gather information about the industry. - ✔Info interviewing / Job Shadowing A Resume should begin with listing education first and the work experience - ✔False Career Advancement Strategies - ✔ It is recommended a resume included all relevant golf specific skills - ✔True Why should a resume be updated? - ✔demonstrates your experience value and Skills What are the key points to remember when using a power statement - ✔Short concise bullet points - result based Increased hard good sales by sales 25% by offering multiple demo days is an example of a power statement - ✔True Why is it it important to for the employer to determine the relevant skill sets when hiring?

- ✔Employer often hire for one set of skills but replace pro's after determining different set of skills is needed.

"Brought in more events increasing revenues" is an example of a power statement. ✔True Why is it important for employer to determine the relevant skills sets when hiring? ✔employers often hire for own set of skills but replace pros after determining diff set of skills needed What is a quantitative result produced by a rainmaker. - ✔Drives Revenue.

PGA member who has earned specialized status is qualified to pursue the PGA Master Professional Program - ✔False Career Consultants provide fee-based services to employers - ✔False

what is the appropriate source for providing a member or association with the help in job working, career counseling, and resume writing? - ✔PGA career consultants through PGA.org The work experience portfolio is a document used to help validate the candidates skill sets - ✔True What are common mistakes to avoid when networking? - ✔Asking for favors excessive demands.

A PGA Professional needs to accept the initial terms if employment offered by the perspective employer or risk losing out on the job offer - ✔False List Factors that should be considered when evaluating a job offer - ✔- Location - Job Description - Salary Benefits - Potential - Coworkers What factors should be the candidate be informed about the negotiation can begin? ✔Consider potential experiences and income sources Percentage of potential income should be considered when negotiating a fixed salary with incentive compensation - ✔True List elements of a basic benefits package that may be provided by an employer ✔Vacation health insurance dental A phone allowance is is considered a basic benefit. - ✔False When is a bottom line approach appropriate for a job candidate to use - ✔Appropriate for a job candidate will be generating income from specific Golf operations Pensions plans can constitute a significant amount of compensation - ✔True Customer Relations - ✔ Customer acquisitions cost often exceed customer retention cost - ✔True As customer requirements are met the become customer expectations? - ✔False What is the primary product of the golf business according to the customer relations manual. - ✔Golfers experiences at facility and most direct way to create a positive experience to provide exceptional service

What single variable has research shown to be most closely associated with long term financial performance - ✔Relative perceived product quality, what customers defined as a quality A moment of truth occurs when an employee evaluates the service they are going to provide - ✔False Moments of truth occur each time facility employees come into contact with customers ✔True an interactive "moment of truth" opportunity occurs when a customer bag has been incorrectly tagged at the bag drop - ✔True According to the customer relations manual, what must accompany good intrapersonal skills to achieve high quality relations with your members and customers. - ✔producers to guide and support them.

An Upset customer is concerned about the lack of action to speed up play. He seeks the golf professional to express his displeasure. What needs to be on place for the golf professional to resolve the situation. - ✔Challenging situation; intrapersonal skill; show understanding A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be followed in a routine situation - ✔False 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. This scenario illustrates the concept of the dual perspective of customer relations interactions. ✔False-this illustrates the procedure and skills took in place of handling the situation 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. - ✔false- 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 Aside from relationships, what do all customer interactions involve? - ✔the task-what the service provider and customer are trying to accomplish Time is a factor affecting the value of any resource. - ✔true-resources may be human, financial, and material or time based Expectations are a key requirement for good customer relations - ✔true

Running out of scorecards indicates a breakdown of what key requirement for good customer relations? - ✔resources What is defined as the means available to support staff in completing a task? ✔resources 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 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 Interaction Strategies - ✔ The "supporting" strategy is appropriate when one is clear about what needs to be done and the other person accepts the organizational role assignments. - ✔false-directing strategy 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. - ✔truedirecting strategy "Modifying your ideas to include other's contributions" is more likely to be part of the supporting strategy than the involving strategy - ✔false-more like the involving strategy The successful use of the directing strategy characteristically involves encouraging others to find a solution and then helping them to understand your role in implementing it - ✔false-involving strategy he involving strategy is usually the best option when a volunteer has begun to come up with his own ideas after the two of you have worked together for a while. - ✔true Which interaction strategy allows others to see the value of adopting your solution? ✔convincing strategy-devices the solution and then convinces others to adopt it 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 strategy

When a manager builds a solution to accommodate the needs or concerns of another person, they are most likely employing which interaction strategy? - ✔convincing strategy 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? ✔convincing strategy Others are seeking guidance from the person who has a solution to their concerns is an appropriate situation for using the convincing strategy - ✔false-involving strategy The "directing" strategy is a good choice for keeping a group discussion on topic. ✔true A good way to implement the "involving" strategy is to provide clear and specific directions and then modify them as needed to gain the cooperation of others. - ✔true Offering to suggest some options would be an example of employing the "supporting" strategy with a member who has arrived ten minutes after his tee time on a fully booked day. - ✔false-convincing strategy: proposing one or more options/solutions 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? - ✔convincing strategy What situations call for initiating the "involving" strategy? - ✔when employee is not in the position to lead others to a solution and the employee does not directly supervise or control behaviors related to the outcome In what situations would a staff member most likely rely on the "supporting" strategy? ✔when trying to get the commitment of the customer to carry out a particular solution or act in a certain way When would one most likely rely on the "convincing" strategy? - ✔when employee is trying to provide goods or services to customers A co-worker is having difficulty setting up a merchandise display. What strategy would you use to assist him if your intent were to avoid his losing a sense of ownership in creating the display? - ✔supporting strategy 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

In what circumstance would adopting the "directing" strategy be appropriate? - ✔when letting a customer know how to proceed with a specific task; instructing a student during a lesson; stating requirements/rules to a customer; taking charge in a chaotic/confusing situation that needs strong leadership or gaining control of a situation that is out of control A golfer arrives ten minutes after his assigned tee time on a booked solid day. Most likely, which strategy should you use to explain why his tee time was given to someone else? - ✔directing strategy-stating requirements or rules to a customer 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 strategy-desired outcome is agreement When a manager modifies an idea to include other people's contributions, they are most likely employing what interaction strategy? - ✔involving strategy-desired outcome is participation 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 strategy-when seeking support, feeling the need to be understood; desired outcome is commitment 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? - ✔convincing strategy-providing a compelling rationale; desired outcome is agreement Intrapersonal Skills - ✔ Drawing others out and getting them to actively express their ideas, feelings, and points of view best describes the interpersonal skill of "showing understanding." - ✔false"encouraging open expression" -drawing others in not out Helping others to look at a situation from a fresh perspective to see new possibilities describes the "providing a compelling rationale" interpersonal skill. - ✔false- "reframing difficult situations" One way to use the skill of "reframing difficult situations" is to invite others to consider fresh solutions to a challenging situation. - ✔True

Opening channels of communication to minimize misperceptions that can develop between people describes the skill of "giving and inviting specific feedback." - ✔trueprovides this kind of feedback which keeps the channel of communication open and minimizes any misperceptions, misunderstandings, or hurt feelings In the Customer Relations Manual, being a good listener is defined as "opening channels of communication in order to minimize misperceptions." - ✔false-giving and inviting specific feedback "Giving specific feedback" is defined in the Customer Relations Manual as "responding to others in a way that shows you genuinely understand what they have expressed." ✔false- "showing understanding" 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." - ✔false- "showing understanding" Collaborating for mutual gain" is one of the interpersonal skills presented in the Customer Relations Manual. - ✔false-stating your purpose clearly -providing a compelling rationale -encouraging open expression -showing understanding -giving and inviting specific feedback -reframing difficult situations -acting with integrity "Communicating your concerns to others" is one of the interpersonal skills presented in the Customer Relations Manual. - ✔false How might one best implement the interpersonal skill of "encouraging open expression?" - ✔draw others into the discussion and encourage them to express their thoughts, feelings, and point of views 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 What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action?" - ✔providing a compelling rationale What interpersonal skill lies at the heart of all the others? - ✔acting with integrity-at the core PGA customer relations model revolves around trust

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

- ✔"giving and inviting specific feedback"-describes the other's party's behavior and its effects The best time to use the interpersonal skill of "stating your purpose clearly" is when you need to build trust and purpose. - ✔false-"acting with integrity" One might focus on the implication of what is being said to "show understanding." ✔true Stating your purpose clearly typically requires you to list important criteria that need to be addressed if the problem is to be satisfactorily resolved. - ✔false- "providing a compelling rationale" What interpersonal skill is most readily supported in the greet phase of the positive engagement process? - ✔showing understanding 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? - ✔showing understanding and reframing difficult situations 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 To help others understand your intent, which interpersonal skill would you employ? ✔stating your purpose clearly Reframing difficult situations allows the golf professional to accomplish what outcome? ✔helps all parties to look at a challenging situation from a fresh perspective in order to find a common ground and new possibilities.

When you want to know what someone thinks about your actions it would be useful to rely on the skill of "giving and inviting specific feedback." - ✔true 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 misunderstanding 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

According to the interpersonal skills model used in the Customer Relations course, which interpersonal skill best describes what the following statement by the head professional represents: "While I would like to put more course marshals on the fairways to help solve the crowd control problem, we don't have the budget and have not been able to attract enough qualified volunteers." - ✔providing a compelling rationale What is the reason behind the skill involved when the head professional asks his assistant, "What is your opinion on limiting tournaments to active members?" ✔encouraging open expression 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 a compelling rationale "So what you are saying is that the changes we made in the last lesson are working really well" is an example of the "showing understanding" interpersonal skill - ✔true Opening channels of communication to reduce misperceptions that can arise between people defines the skill of "giving and inviting specific feedback." - ✔true "How do you feel about expanding our marketing efforts" is an example of "encouraging open expression." - ✔true Telling others how their behavior affected you is an example of what interpersonal skill?

- ✔giving and inviting specific feedback What is the purpose of "providing a compelling rationale?" - ✔communicate the benefits of pursuing a preferred course of action, using a logical rationale, while providing compelling reasons for not adopting an alternative course of action 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 situation 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 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

Encouraging open expression is the initial interpersonal skill implemented when using the supporting strategy. - ✔false-showing understanding Stating your purpose clearly is the initial interpersonal skills used with the convincing strategy. - ✔false- providing a compelling rationale Stating your purpose clearly is the initial interpersonal skill to remember when considering the directing strategy. - ✔true 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"? - ✔encouraging open expression and showing understanding 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"? - ✔convincing strategy and providing a compelling rationale 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 strategy and stating your purpose clearly What are the initial skills used in implementing the "supporting" strategy with your first assistant golf professional? - ✔showing understanding Which primary interpersonal skills are used in implementing the "directing" strategy? ✔stating your purpose clearly An assistant professional finds herself faced with a situation calling for the directing strategy. However, she remains unsure because she does not feel good about any of the apparent options. Which interpersonal skill should she rely on for guidance in this situation? - ✔providing a compelling rationale/ stating your purpose clearly Practices of positive Customer interaction - ✔

What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model? - ✔challenging situations the stakes are higher than routine situations The follow-through phase of the positive engagement process allows the golf professional to achieve what outcomes? - ✔deliver the necessary service; check back with the customer; evaluate the interaction and debrief other employees as necessary 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 is the most underestimated and important component of good customer service? ✔listen The first engagement with a customer is the most important of the day. - ✔true An untidy golf shop is an example of a non-verbal communication to a customer. - ✔true A routine interaction may require as much effort as a more challenging situation. - ✔true The purpose of a step-by-step engagement process is to give golf professionals an orderly way of getting the customer to calm down enough to understand the problem from the professional's point of view - ✔false-to understand from the customer's point of view What is an example of a non-verbal communication in a customer interaction? ✔attitude and posture In challenging interactions, the "offer" phase of the positive engagement routine includes a restatement of the problem in a way that suggests a workable solution. ✔false- "listen" phase The "offer" step in the positive engagement process is the first time you show your willingness to engage in problem solving. - ✔false- "greet" phase n a routine interaction, the greeting step focuses on customer needs whereas the greeting step in a challenging interaction focuses on customer concerns. - ✔True The "greeting" step in a challenging customer-relations situation allows the golf professional to achieve what outcomes? - ✔acknowledge concerns and show understanding; respond to negative statement in a positive manner; show willingness to engage in problem solving

In a challenging interaction, what should the golf professional do when the possibility of a negative outcome is increasing? - ✔make an extra effort- look for ways to provide meaningful extra touch to the solution What is one way a challenging interaction usually will differ from a routine interaction? ✔stakes are higher; require more iterations between listening and offering and greater skill using greet process to reveal root cause of customer's problem and best possible solution Golf Cart Fleet Management - ✔ A fleet rotation program will result in equal use and fewer golf car breakdowns. - ✔true Better cash flow is one benefit of a fleet rotation program. - ✔false Describe a fleet rotation program. - ✔cars are numbered and on a "first out/first in" basis; tracked accurately though record keeping According to the Golf Car Fleet Management Course Manual, restrictions on where cars can be driven should be included as part of what documents - ✔operating rules Why should drivers be informed of the facility's restrictions that limit where golf cars can be driven? - ✔to ensure the safety of customers and limit damage on the golf course Generally, private golf cars are covered through homeowner's insurance plans - ✔true Consulting your attorney is the best option for formulating golf car safety policies and procedures. - ✔false- consult your attorney for obtaining adequate insurance How should one approach selecting the proper amount of insurance for their golf car fleet operation? - ✔best insurer for long term, not cheapest -combined policy that covers liability and property damage protection -understand and comply with recommendations from insurance company -follow and implement safety programs What policies would be most effective to have in place for limiting a facility's exposure to liability claims - ✔documenting safety efforts can reduce the facility's insurance premiums and limit exposures to liability claims and lawsuits What would be an anticipated benefit of documenting the facility's golf car safety program? - ✔proves that facility has shown due diligence in order to reduce risks and inform golf car users about possible hazards and how to avoid them The fleet manager oversees preventive maintenance procedures and records. - ✔true

Golf professionals need to be familiar with fleet-related finances even when they neither own the fleet nor share in its profits. - ✔true A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. - ✔false Golf car fleet programs benefit golf professionals because they give them the chance to demonstrate their value to an employer. - ✔true- to advance in their careers, professionals should be thoroughly familiar to golf cars and the facility needs As a general rule, roughly how many full-time maintenance people would be required to keep a fleet of 75 cars fully serviced? - ✔one full time maintenance person According to the Golf Car Fleet Manual, who oversees overall administration of the fleet concession - ✔golf professionals What staffing need(s) should be anticipated when a concession plans to increase its fleet size from 50 to 75 cars and continue maintaining the fleet without a maintenance contract? - ✔usually requires the services of a full time maintenance person Where would one find details related to the preparation requirements for facility staff? ✔training manual- fleet operations (include everything What allows a facility to take advantage of lower energy costs during off-peak hours? ✔charging systems can automatically start and stop the flow of electricity while charging a car's battery based on time of day What is an example of a satellite control system capability? - ✔can control the speed of a car on a steep hill and shut down when in a dangerous area Fleet Maintenance - ✔ On what basis should preventive maintenance be conducted? - ✔things that need to be done to the cart on a daily basis even if car is functioning properly A typical job description for a fleet mechanic will include making cosmetic repairs to the golf cars. - ✔true Facility maintenance personnel must attend manufacturer's service clinics to become sufficiently qualified to perform preventive maintenance and repairs on the manufacturer's cars. - ✔false-the technician should be well-versed on repair procedures....many manufacturers offer free clinics, and even if they attend and are well qualified problems may still arise

The number of car rounds should be part of the fleet management record- keeping system. - ✔true- car rotation to ensure that the cars are being used equally The cost of replacement parts and labor should be included in a golf car's maintenance record - ✔true- preventive maintenance and repair; tracking cost of replacement parts and labor Fleet rotations should be kept as part of the maintenance record for each car. - ✔true What type of maintenance records need to be kept for the golf car fleet? - ✔car rotation; daily maintenance; preventive maintenance and repair; parts inventory It is faster to get cars in and out of the storage facility if a "first-in, first-out" unidirectional traffic flow pattern is used - ✔true Storage facility ventilation is less critical for an electrical car fleet than for a gas car fleet.

- ✔false-ventilation is important for both Electric cars require more storage floor space per car than is necessary for the same number of gas cars - ✔true What are the four major design considerations for a storage facility as presented in the Golf Car Fleet Management Manual? - ✔-location in relation to the clubhouse -adequate space and efficient layout -proper ventilation -safety and security features What is the best estimate of the square feet needed to store and service a fleet of 50 cars - ✔about 3,570 square feet What type of car flow should a well-designed storage facility support? - ✔"first in, first out" unidirectional flow of cars Generally speaking, how many times an hour will a properly ventilated storage facility recycle its entire volume of air? - ✔minimum 5 times an hour As a rule-of-thumb, about how many square feet should be allocated per golf car when designing a golf car storage facility? - ✔70-75 square feet per car What is the most likely reason that electric cars would require more storage space than gas cars? - ✔battery charging equipment; need a dedicated transformer and supply line Fleet Planning - ✔

The size and car selection of the fleet is most important for achieving a successful golf car rental program - ✔false-attractive golf cars in good condition; competitive prices; emphasis on customer service; efficient operating policies and procedures; proper preventive maintenance, repair, and storage; properly trained staff; good safety program What is the first set of assessments one should make before assembling a new golf car fleet or upgrading an existing fleet? - ✔the facility mission and objectives The facilities terrain is the main determinant of what type of cars (electric or gas) should be selected. - ✔false Making assumptions about the types of customers that frequent your facility is the first step in determining a facility's golf car needs. - ✔true Accommodating customer preferences could result in a fleet plan that argues for fewer cars - ✔True Fleet planners should rely on customer preference when recommending an acquisition package - ✔true-depends on what kind of service the course wants to provide Fleet size is a golf course characteristi - ✔false-golf course characteristics are:yardage; terrain; climate; car paths Fans would have a positive impact on golf car demand during poor climate conditions ✔true-during hot climate conditions The golf facility's tournament schedule should be considered when estimating the number of cars a facility needs. - ✔false On average, a private facility will require fewer golf cars per round played than a daily fee facility - ✔true-daily fee courses have higher golfing traffic Electric-powered golf cars are heavier than gasoline-powered golf cars. - ✔true To compensate for the loss of rental income facilities should consider charging a fee to guests who ride in private cars. - ✔true-"trail fees" usually paid on a quarterly or annual basis to eliminate round by round transactions What standard guideline should be used to determine the number of cars to obtain for a fleet? - ✔assume a full course of riders, foursomes on each tee and green of every hole, which means 4 golf carts every hole...18 x 4=72 cartsand preparing for any maintenance issues and whatnot they would account for 75 carts

Allow 25% above the average daily demand for tournaments and maintenance is a general guideline for estimating fleet size. - ✔true- about 25% for peak times Lower maintenance is a benefit gas cars have over electric cars? - ✔false-electric cars are low maintenance Roughly what percent of the car fleet will be in service on a normal day - ✔75% of the fleet rented out on a normal basis Return on investment is a major criterion for making the decision to purchase a GPS for the fleet - ✔true The degree of liability retained by the dealer/manufacturer largely determines the lease price of their cars - ✔false-determined by the type of lease What is the most important characteristic one should look for in a golf car dealer? ✔reputation for customer service and follow up; price and items offered; promptness and process for delivery; location; availability for parts, service, and warranties; willingness to deal on leasing or purchasing terms When are pre-owned cars a viable option when leasing or purchasing a fleet? - ✔to temporarily increase size of fleet for seasonal/event specific needs The price of a fleet will vary according to what factor? - ✔market competition; type of equipment; freight charges; taxes; preparation charges; fleet size Higher price models may cost less in the long run due to lower maintenance and operating costs. - ✔true Fleet Finances - ✔ A golf car rental program will often produce a larger margin of profit than any of the facility's other income generating operations - ✔true-either first or second source of income in point of sale Mission statements can influence assumptions used to calculate profitability forecasts. ✔true You plan to lease a new fleet of 60 gas-powered golf cars. Your facility averages about 35,000 rounds of play annually. Based on the facility's history, you estimate about 25 percent of the rounds will be played by customers who rent a golf car. What else do you need to know to estimate gross revenue from the fleet concession? - ✔rental fee per car (rental fee per car) x (number of round per car) x (num. of cars in fleet)= est. gross revenue

Your facility wants to purchase new golf cars. A member of the club's board of directors has recommended an expensive model. What is the best way to decide whether the facility can afford to acquire that model? - ✔acquisition costs; operating expenses; other costs What must a fleet manager include in a fleet budget forecast? - ✔fleet records, past budgets, other historical accounting info provide essential data Car path maintenance is considered a fleet expense for purposes of financial forecasting - ✔true-goes into operating expenses Golf car trade-in value is a forecasting line item in a fleet budget. - ✔true Control of a fleet operation becomes limited when a lease is chosen instead of a purchase. - ✔true-give up some control when leased One advantage leasing has over purchasing is that service maintenance contracts are available if you lease but not available if you purchase - ✔true A facility gives up control of its fleet when it leases its golf cars. - ✔false-some control Leasing offers a better return on investment because it increases cash flow. - ✔true What are the types of golf car fleet lease agreements? - ✔operating lease; capital lease; municipal lease; adjustable payments; staggered delivery Employing your own technicians will yield more net income than purchasing a service contract from the golf car dealer. - ✔true Your facility has enough cash reserves to purchase golf cars for the fleet. However, a local bank will lend you 100% of the money you need for the purchase with no money down. In the long run, which is the least expensive option? - ✔maybe better to take the money from bank since you want to keep a certain amount of cash with you in case of slower months Why might a fleet manager consider replacing golf cars that are in good condition? ✔that fleet can bring a high trade in value which in turn that money could be spent on a new fleet From a customer relations standpoint, when is it a good time to raise the golf car rental fees? - ✔after the facility has obtained new cars What has the greatest potential to increase golf car revenue? - ✔mandatory riding policy

What is the major determinant of the effect raising the basic rental fee will have on profit margins? - ✔the need for golf cars at the specific facilities Golf professionals who share in the financial risks of a fleet operation increase their opportunity to benefit financially. - ✔true Most golf professionals receive compensation from the car fleet operation at their facility. - ✔true Rules Of Golf - ✔ Sand in the fairway is a "loose impediment" - ✔False Sand on the fairway is a loose impediment? - ✔True The diameter of a golf hole is 4 - 1/2in? - ✔False 4-1/4in By definition, the flag stick must have flag attached to its top end? - ✔False A ball is deemed lost if a player has put another ball into play? - ✔True a provisional ball can be played when the original ball may be lost in a penalty area? ✔False if you are aware that the only possible place your original ball could be lost is in a penalty area, a provisional ball is not allowed and a ball played from where the previous stroke was made becomes your ball in play under penalty of stroke and distance A player who voluntarily checks his downswing before the club-head strikes the ball is still deemed to have taken a stroke? - ✔False A caddie is an outside influence? - ✔True A bridge over a stream is an "immovable obstruction"? - ✔False When your ball is in a penalty area, you do not get free relief from an immovable artificial object (see Rule 16.1a(2) What term describes a ball in motion accidentally striking an outside influence? - ✔rub of the green The teeing ground should be a minimum of 3-club lengths in depth? - ✔False 2 club lengths A ball at rest in a penalty are is a ball in play? - ✔True

At the players option, dew and frost are either temporary water or a loose impediment? ✔False The margins of a bunker extend vertically upwards and downwards? - ✔True Standards of player conduct can be the determinant of who has honor? - ✔False A caddie may identify a found ball as belonging to his player? - ✔False a provisional ball can be played for a ball that may be lost within a penalty area? ✔False a practice swing that strikes the ball is counted as a stroke? - ✔False In preparing for a putt from the fringe of the green, a player removes some sand particles from behind their ball. Does the player incur a penalty? - ✔Yes, one stroke pentalty An observer who deflects a ball is considered an outside influence? - ✔True An opponent who deflects a ball is considered an outside influence? - ✔True What determines when a player's ball is out of bounds? - ✔when the whole ball is crossed the line of OB marking A player removing a small amount of dew from just in front of their ball on the line of the putt results in the player incurring a penalty? - ✔False During tournament play, a ball lands in a pile of ice behind a concession stand.

According to the rules, how is the pile of ice classified? - ✔Obstruction During play of the 18th hole, what is considered a general area? - ✔All teeing locations on the course other than the teeing area, and All wrong greens.

According to The Rules of Golf, an aeration hole made by the maintenance staff is considered "ground under repair" - ✔False On the teeing ground, a player ask an opponent if there is a bunker on the left side of the fairway. The opponent responds in the affirmative. What is the ruling? - ✔general penalty( two strokes) for me (loss of hole in match play) During a stipulated round, you must not:

Give advice to anyone in the competition playing on the course; or ask anyone for advice from anyone other your caddie; touch another player's equipment to learn information that would be advice if given by or asked of the other player.

How is the "honor" determined before the round starts in a match play event? - ✔The side that has the honor on the first tee is decided by a draw (or coin flip or tee toss).

Thereafter, the side winning the hole has the honor at the next tee. During the round, the ball farthest from the hole is always played first.

The Rules - ✔ Who generally develops and adopts local rules for a facility? - ✔Golf Club Committee Loose impediments lying out of bounds may be removed without penalty? - ✔True Without penalty, a player may remove a loose impediment anywhere on or off the course, and may do so in any way (such as by using a hand or foot or a club or other equipment).

A dead bird lies near a players ball in the same bunker. The bird may be removed without penalty? - ✔True In match play, concession of a stroke may be withdrawn if the player misunderstood the number of strokes taken? - ✔False The player incurs a penalty if their caddie accidentally moves and and replaces her ball while removing a loose impediment from the fairway? - ✔True a player who uses two caddies shall be disqualified even if he only uses one at any one time? - ✔False in which situations is a stroke and distance penalty the player's only option? - ✔Lost ball or a ball hit out of bounds.

A players ball land in a bunker containing temporary water. The only dry area in the bunker is closer to the hole than the players present position. What will be the ruling if the player drops outside the bunker? - ✔one penalty stroke In match play, a player repairs spike marks in their line of putt prior to putting .What is the ruling? - ✔No penalty - Golfers are now allowed to repair almost any damage on the green, such as spike marks, ball-marks, indentations from a club or flagstick, and animal damage.

A players ball come to rest against a rake. When they remove the rake the ball rolls into an adjacent bunker. What should they do? - ✔There is no penalty, the ball must be replaces After playing a number of strokes while on the 9th green, a player picks up without holing out. He then proceeds to the 10th hole and tees off. What is the ruling? ✔Disqualification After taking their stoke, Player A ask Player B how many strokes they have taken.

Player B responds that they've taken 3 strokes. after taking their next stroke, Player B corrects her answer to 5 including her last stroke. Player A can claim the hole in match play? - ✔True There is no penalty for lifting a ball from a penalty area for the purpose of identifying who it belongs to? - ✔true in match play, a competitor wins the first 3 holes but then discover 15 clubs in their bag.

What is the status of the match on the 4th tee? - ✔the maximum adjustment of two holes applies and the player would now be one up in the match.

On the 3rd hole of a stroke play event, it is discovered that a players has 16 clubs, including 2 putters. What is the players penalty? - ✔if a player becomes aware shortly before starting a round that he or she accidentally has more than 14 clubs, the player should try to leave the excess club or clubs behind.

But as an option without penalty Why is it important to identify the form of play when assessing penalties? - ✔Rulings vary depending on the forms of play According to the rules of golf, who determines how and when a halved match or stroke play tie shall be decided? - ✔Competition committee before play is decided A player completes the first 18 holes in a 72 hole stroke play event. He then proceeds to hole 3 to hit a few shots for a commercial. What is the ruling? - ✔Disqualification During a stroke play competition, a player hits a ball from the wrong teeing ground. he is immediately informed of his mistake and hits again from the correct tee. What is the ruling? - ✔The player gets the general penalty (two penalty strokes) and must correct the mistake by playing a ball from inside the teeing area: a player misses a 6 inch putt and quickly taps the moving ball in before it has time to come to a rest. What is the ruling? - ✔General penalty plus counting the stroke During a rainstorm a player sprays water repellent on his golf ball. What is the ruling? ✔Disqualification

In four ball stroke play, a player is late for his tee time and joins his partner after the partner has teed off on the 4th hole. What is the ruling? - ✔He may not join the competition until the next hole. #5 In stroke play, a player returns his signed scorecard with a total score that is correct, but with a score missing for one hole. He then proceeds to leave the scoring area. What is the ruling? - ✔Disqualification for signing a lower score A player returns his signed scorecard to the committee and then realizes that he mistakenly recorded a 5 instead of a 4 on one of the holes. What is the ruling? - ✔He must take the 5 on the hole because the scorecard has been signed A player hits his ball from the the tee. it deflects off a maintenance vehicle and comes to rest out of bounds. What is the correct procedure for the player? - ✔2 stoke penalty because the ball came to rest out of bounds.

What is true regarding lifting the players ball? - ✔A player must identify or mark the ball to lift it A players returns his scorecard to the scoring tent with the correct hole score but an incorrect total score. What is the outcome? - ✔They may correct the match score before either player makes a stroke to begin another hole or, for the final hole, before the result of the match is final (see Rule 3.2a(5)).

If not corrected in that time, that wrong match score becomes the actual match score. n stroke play competition, Player A ask player B to lift his ball in the fairways as it might interfere with his stroke. Player B is closer to the hole, so he chooses to play first rather then lifting. What is players B penalty? - ✔No Penalty if the players have agreed letting him play out of turn. 2 stroke penalty if not agreed A player addresses his tee shot and the ball falls off the tee. What is the ruling? - ✔No penalty. Replace the ball Tournament operation ( Developing Tournament Business) - ✔ When defining the tournament, it is important to remember that tournament objectives and strategies will differ from those in the facilities overall business plan - ✔falseobjective of tournament and facility must be similar in order to create the best strategies Determining a facility's tournament business goals largely depends on the demographic and economic conditions of its target market area. - ✔true Making the substantial investment involved in purchasing a new golf car fleet is a financially plausible strategy for attracting more tournament business. - ✔true

What market conditions are particularly important to remember when developing a tournament plan? - ✔demographic and economic conditions are particularly important When assessing the current state of a facility's tournament business what data is important to obtain from past tournament records? - ✔revenues (amount and sources); number and type of events, and rounds generated; services offered; current tournament customer base; staffing levels; customers kudos and complaints; competition from other facilities Why is customer satisfaction an important objective of the tournament business plan? ✔because satisfied customers return for future events and provide word of mouth endorsements that can lead to additional business What is an example of a revenue item in a tournament budget? - ✔entry fees; hole sponsors; non-player banquet fees; total revenue Strategies for promoting tournament business will differ from strategies for promoting tournament - ✔false-same thing 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 What needs to be determined before selecting the site, format, and field size? ✔defining the market, customers, and competitors Where should a facility's promotions be directed if the business objective is to increase tournament play in general? - ✔promotion aimed at the golfing public at large will be effective The first decision to be made by the facility's tournament coordinator and the client should be the event format. - ✔false- selection of a date or dates for the event will be first Better ball is the best format for a corporate golf outing that includes golfers of varying abilities - ✔true-fun for all skills Most non-professional tournaments are one-day stroke play events - ✔false-scramble format, best-ball, match play, etc are also popular forms of play in non-professional tournaments Administrators of a net stroke play event were unable to verify the handicaps of some players. What type of event format could have been chosen to eliminate this problem? ✔four person scramble or two person best ball w/o handicap

Tournaments Planning & Preparation - ✔ What is the most appropriate tournament format for players who may have one or more high scoring holes? - ✔match play events Spalding is a system of handicapping the unhandicapped - ✔false-second best score What is the goal of a tournament checklist? - ✔to make sure all issues are covered; ensuring you have everything you need What is the advantage of grouping players into flights based on handicaps? - ✔to assure equity What is the most significant determinant of an event's format? - ✔appropriate to the purpose The possibility of rain is an important consideration when selecting a hole location on the green. - ✔false- when selecting a date not hole location When given specific duties, tournament team members should also be given the autonomy to carry them out - ✔True Where should one look to find who is responsible for the tournament planning tasks that must be accomplished? - ✔tournament coordinator/director What should be the first activity for organizing staff? - ✔identify the needed positions and then find people to fill these positions What is the main consideration when assigning tasks to tournament volunteers? ✔getting to know them to match capabilities with assignments The design of promotional material is often as important as the content. - ✔true The Callaway handicapping system is the most widely used method to determine the net score of a player who does not have an official USGA handicap - ✔True A well-planned promotional strategy will take advantage of free or inexpensive publicity - ✔true Running the tournament - ✔ The Tournament Committee is required to include the competitor's name and handicap on the scorecard - ✔false- name and date

Who is responsible for all "people" needs at the event, including everything from parking to parties? - ✔tournament director Golf cars should be arranged by player name for a tee time start - ✔false-according to start time The Tournament Director's main role on the day of the tournament is to be available for implementing contingency plans should something go wrong. - ✔false- to maintain overall control Clients and tournament planners of successful events operate under the assumption that participants will enjoy unrestricted but temporary access to the golf-related facilities and services of the club - ✔true Scorecards are required in tournament play regardless of the format. - ✔false-not needed in match play A hole-by-hole score sheet is the most efficient type of score sheet to use for a shotgunstart event. - ✔false-not appropriate for shot gun start b/c there is no time to fill in hole by hole scores when scorecards come in at the same time Arranging golf cars numerically by hole order is the best option for what type of tournament start - ✔shot gun Where should the scoring area be located for a regional or sectional championship? ✔near the last green, but away from the area of play Where would a tournament participant likely confirm his starting hole assignment on the day of a shotgun event? - ✔locker room How should golf cars be staged when using a 2-tee start? - ✔should be separated accordingly w/ easy route access to assigned tees According to the Tournament Operations Manual, where would a tournament participant typically find a rules and information sheet on the day of the event? - ✔registration table In a multiple-day event, placement of the tee markers should be balanced so that the course's effective playing length is approximately the same from day to day. - ✔true When locating a hole, what is the USGA recommended minimum distance from the edge of the putting green? - ✔at least four paces from edge

While playing in the club championship, a player hits his ball into an area defined by black stakes. What do these black stakes define? - ✔immovable obstructions Who should be available as the first line of response for dealing with an illness or accident during a small tournament event? - ✔for small events-staff training in first aid procedures such as cpr are first in line to respond What is the proper provision for delivering emergency first aid to the participants in a large event? - ✔local physician or medical safety consultant; some facilities have an ambulance or paramedics on the course The tournament staff should create groupings of evenly matched players in order to maintain a good pace of play during a social event. - ✔false-for a social event, allow participants to decide who will play with whom A Four-Ball stroke play event is best described as two-player teams selecting the better ball on each hole as the team score for that hole - ✔true The Callaway handicap system relies on players having established handicaps. - ✔false Because abnormal conditions may exist on the golf course, the Committee may establish Local Rules that waive a Rule of Golf - ✔false-local rules can't waive a rule of go Who should issue a "Terms of Conditions"? - ✔committee- "person or group in charge of the competition" Players are arriving at the golf for a shotgun start event and are having trouble locating their golf cars. Which arrangement method would have eliminated this problem ✔parked in a straight line according to hole assignment In stroke play competition, the Committee must provide a scorecard that contains what information? - ✔competitor's name and date According to The Rules of Golf what is the name for a compilation of tournament information that contains the format, handicap rules and definitions of course conditions and markings? - ✔terms of competition What does the application of a local rule accomplish - ✔when we have abnormal conditions on the golf course to cover such conditions A player has a total of 30 through the 8th hole. She scores a 4 on the 9th hole but accidentally enters the front nine total of 34 as the score for the 9th hole. The scorecard is signed and submitted with the error. What is the front nine score? - ✔64

What needs to be in place prior to a tournament so tournament staff can respond to emergencies that might occur? - ✔have a communication device such as radio and cellphones to contact registration desk, golf shop staff, rangers, superintendent, etc Listing tournament winners in the newspaper is an example of which tournament review task? - ✔media Reviewing the tournament - ✔ Regardless of the scope of the event, the review should be as detailed as possible ✔false-should give the basic details of the event and analyzes where it was successful and where it was not What post tournament statistical data is most useful in planning course difficulty levels from year to year? - ✔hole by hole What is the main purpose of a post-tournament review? - ✔determines whether goals were achieved, what can be done to improve performance, and how to achieve goals in the future What should be the base line reference for evaluating tournament performance? ✔information on past tournaments What will directly benefit from keeping records on tournament formats, sizes of the fields, and daily start and finish times? - ✔field size- help determine how long it takes to run a tournament Analyzing tournament records is a good means for finding ways to improve future events. - ✔true The post-tournament review might be analyzed to determine future groupings. - ✔false The master file containing information on past events should be divided into two sections: recurring events and one-time events - ✔true What event file should be kept in chronological order? - ✔past tournaments What document provides the basic details of the event and an analysis of where it was successful and where it was not? - ✔summary of document