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Question <br />I Score <br />I Answer <br />Reservation Call (1 =Low 5 =High) <br />0% (0/55) (If 0/1 O =No 1 =Yes) <br />Answered call by the third ring? <br />0/1 <br />Did the attendant use an appropriate greeting, similar to, "Good (time of day). Golf Club. This is (name), how <br />0/5 <br />may I heln vou?" <br />If placed on hold, did the attendant ask permission and wait for a response? <br />0/1 <br />If placed on hold did the attendant return within 30 seconds? <br />0/1 <br />Did the attendant ask the date and time you were seeking? <br />0/1 <br />Did the attendant ask the number of players? <br />0/1 <br />Did the attendant ask your name? (first and last) <br />0/1 <br />Did the attendant ask for a credit card to secure the reservation for Friday, Saturday, or Sunday? <br />0/1 <br />Did the attendant ask and or verify your e-mail address? <br />0 /10 <br />Upon completion of your reservation, did he or she confirm the details of your reservation? (Date, of players, time, <br />name reservation noliry if one in effect) <br />0/5 <br />Did the attendant ask if you needed directions? <br />0/1 <br />Did the attendant inform you of the cancellation policy? <br />0/1 <br />Were you informed of the club's Loyalty /Membership programs? <br />0 /10 <br />Did the attendant use your name (Mr. /Ms.) throughout the call? <br />0/1 <br />Was the attendant helpful, efficient courteous? <br />0/5 <br />Did the attendant thank you for your business and end the call in a friendly manner? <br />0/5 <br />Did the Reservation Process meet your expectations? <br />0/5 <br />Total points for this section <br />Golf Course Visit <br />Date Shop Performed: <br />Day of the Week: <br />Time Shop Began: <br />Time Shop Ended: <br />Cart Staging (1 =Low 5=High) <br />0% (0/18) (If 0/1 'O =No 1 =Yes) <br />Was parking available and convenient? <br />0/1 <br />Was the cart staging area in good condition? <br />0/1 <br />Was the landscape surrounds well kept and free of trash debris? <br />0/1 <br />Was the cart clean and well maintained? <br />0/5 <br />Was the cart fully equipped with a scorecard and pencil? <br />0/5 <br />If applicable, was the cart fully equipped with all amenities offered, such as: towels, sand /seed containers, coolers, <br />hall/rhlh cleaners filled with water etc <br />0/5 <br />Total points for this section <br />Page 2 of 8 <br />