PGA Customer Relations Preview Test and
Correct Answer
Four Interaction Strategies
Directing, Convincing, Involving, and Supporting
Supporting Strategy
Gives the most control to the customer. Golf Professional understands that the customer has
sufficient knowledge, expertise or experience to carry out a specific task or solve a problem.
Involving Strategy
Requires the golf professional to invite the customer's input and to share the solution to a
problem or the best way to proceed inn a specific situation.
Convincing Strategy
Allows the golf professional to maintain control of the interaction and eventual outcome, but
builds the solution to a problem or completion of a task around the needs of the customer.
Directing Strategy
Gives the Golf professional the greatest control in interactions with customers that may have
limited knowledge or experience about how to proceed, or lack initiative and willingness to
proceed in a certain manner.
Correct Answer
Four Interaction Strategies
Directing, Convincing, Involving, and Supporting
Supporting Strategy
Gives the most control to the customer. Golf Professional understands that the customer has
sufficient knowledge, expertise or experience to carry out a specific task or solve a problem.
Involving Strategy
Requires the golf professional to invite the customer's input and to share the solution to a
problem or the best way to proceed inn a specific situation.
Convincing Strategy
Allows the golf professional to maintain control of the interaction and eventual outcome, but
builds the solution to a problem or completion of a task around the needs of the customer.
Directing Strategy
Gives the Golf professional the greatest control in interactions with customers that may have
limited knowledge or experience about how to proceed, or lack initiative and willingness to
proceed in a certain manner.
