Club Management Quiz 1
Moment of Truth - answer When a member comes in contact with an employee or
anything related to the club
Standards & Principles - answer-Recognize members by name
-Identify member's needs/interests and go beyond their expectations
-Respond in a timely, professional and courteous manner
-Provide activities/events that involve members and their families
-Upgrade club's facilities and services in response to changing trends
-Involve members in club's long range planning process
-Communicate regularly with members to inform them of club's upcoming events, club
features, benefits, policies etc.
-Club's facilities are well maintained and immaculate
Etiquette - answer-Viewed as the conventional views of personal behavior in our society
and manners are how we practice that behavior
-Relates to a more civilized lifestyle
-Self-confidence, how you dress, how you carry yourself, how you react to others
-Gives a club a sense of its culture, norms and tradition
Habits & Characteristics of Sales Oriented Employees - answer-They know the property
-They know the area
-They interact with guests
-They use their sales skills
Advertising Characteristics - answer-Reach
-Frequency
-Consistency
-Timing
Reach - answerThe number of individuals exposed to an advertising message during a
specific time period
Frequency - answerA measure of how many times the average person in the target
market is exposed to the ad over a specific time period
Consistency - answerRefers to quality of the product or information advertised
Timing - answerInvolves scheduling ads for those times when it will be most effective
How to Market to Matures - answer-Make them ambassadors of the club
-Use some snail mail
, -Nix any Q-tip attitudes
How to Market to Baby Boomers - answer-Make the feel special
-Integrate technological "toys"
-Offer hands-on activities
How to Market to Gen X - answer-Increase options
-Word of mouth or peer promotion
-Honor diversity
-Use of multiple media
How to Market to Gen Y - answer-Appeal to their preferences of top name brands/labels
-Make club fun
-Revisit Retro/Minimalist
-Make them part of a team club early on
Factors in Declining Club Membership - answer-Economic downturns
-More competitors
-Aging membership (1/3 of US are Baby Boomers)
-Different preference of Baby Boomers & Gen X
Marketing on Club Website? - answerSite Privatization
Site Privatization - answer-Members only partitioning of a public site
-Development of a private network
-Home page is accessible to anyone, access to specific member-oriented information is
password protected
Private Club Website Features - answer-Static features
-Interactive features
Static Features - answer-News & Events
-Photos
-Calendar
Interactive Features - answer-Reservations
-Billing Account Information
-Document Retrieval
Reasons Cited Why Membership Marketing is Not Necessary - answer-A membership
marketing plan will damage the club's image/status
-Members don't want the club's membership to increase
-Members won't get individual attention/service if membership increases
-Long term club members might get upset
Strategies to Attract New Members - answer-New sponsorship policies
Moment of Truth - answer When a member comes in contact with an employee or
anything related to the club
Standards & Principles - answer-Recognize members by name
-Identify member's needs/interests and go beyond their expectations
-Respond in a timely, professional and courteous manner
-Provide activities/events that involve members and their families
-Upgrade club's facilities and services in response to changing trends
-Involve members in club's long range planning process
-Communicate regularly with members to inform them of club's upcoming events, club
features, benefits, policies etc.
-Club's facilities are well maintained and immaculate
Etiquette - answer-Viewed as the conventional views of personal behavior in our society
and manners are how we practice that behavior
-Relates to a more civilized lifestyle
-Self-confidence, how you dress, how you carry yourself, how you react to others
-Gives a club a sense of its culture, norms and tradition
Habits & Characteristics of Sales Oriented Employees - answer-They know the property
-They know the area
-They interact with guests
-They use their sales skills
Advertising Characteristics - answer-Reach
-Frequency
-Consistency
-Timing
Reach - answerThe number of individuals exposed to an advertising message during a
specific time period
Frequency - answerA measure of how many times the average person in the target
market is exposed to the ad over a specific time period
Consistency - answerRefers to quality of the product or information advertised
Timing - answerInvolves scheduling ads for those times when it will be most effective
How to Market to Matures - answer-Make them ambassadors of the club
-Use some snail mail
, -Nix any Q-tip attitudes
How to Market to Baby Boomers - answer-Make the feel special
-Integrate technological "toys"
-Offer hands-on activities
How to Market to Gen X - answer-Increase options
-Word of mouth or peer promotion
-Honor diversity
-Use of multiple media
How to Market to Gen Y - answer-Appeal to their preferences of top name brands/labels
-Make club fun
-Revisit Retro/Minimalist
-Make them part of a team club early on
Factors in Declining Club Membership - answer-Economic downturns
-More competitors
-Aging membership (1/3 of US are Baby Boomers)
-Different preference of Baby Boomers & Gen X
Marketing on Club Website? - answerSite Privatization
Site Privatization - answer-Members only partitioning of a public site
-Development of a private network
-Home page is accessible to anyone, access to specific member-oriented information is
password protected
Private Club Website Features - answer-Static features
-Interactive features
Static Features - answer-News & Events
-Photos
-Calendar
Interactive Features - answer-Reservations
-Billing Account Information
-Document Retrieval
Reasons Cited Why Membership Marketing is Not Necessary - answer-A membership
marketing plan will damage the club's image/status
-Members don't want the club's membership to increase
-Members won't get individual attention/service if membership increases
-Long term club members might get upset
Strategies to Attract New Members - answer-New sponsorship policies
