Core Skills & Brand Culture
What does it mean to be a “Rockstar Rep” at Five Iron Golf?
A rep who demonstrates communication, empathy, problem solving, ownership, and golf/product knowledge to create great customer experiences.
What does “Golf IQ” mean for a customer service rep?
Having enough golf knowledge to understand terms, products, and customer needs to build trust.
What does “service-forward sales” mean?
Prioritizing customer needs while spotting natural sales opportunities.
What does MBO stand for?
MindBody
What’s the first thing to do when a customer is upset?
Stay calm, listen, and use empathy.
This is the founding purpose of Five Iron Golf, explained in the Brand & Culture module.
To make golf more inclusive, fun, and community-driven through hospitality and experience.
Name 3 membership perks that reps should be able to explain.
Member Benefit time, discounts on lessons/F&B, Member Exclusive Events
Give one example of a buyer signal
Asking about price, benefits, or comparing options.
Which platform do reps use for customer communication and tickets?
Zendesk
When should a rep escalate a call?
When outside rep authority, technical beyond their scope, or customer is still upset after attempts.
Name two of the five core skills of a Rockstar Rep.
Communication, Empathy, Problem Solving, Ownership, Golf/Product Knowledge.
How should you respond to a member who calls in to make a reservation for a "Walk-in" booking?
Explain that “Walk-in” bookings are first-come, first-serve and cannot be reserved in advance, then guide them toward booking a simulator rental or alternative option that meets their needs.
What is “Cluespotting”?
Recognizing cues/signals that a customer is ready for an upsell or next step.
If Mindbody creates a duplicate account, what should the rep do?
Merge accounts carefully, follow process, escalate if unsure.
What’s one example of a situation where reps should act autonomously?
Why is empathy considered critical in our rep role?
It builds trust, diffuses frustration, and shows customers they are valued and heard.
During club fitting conversations, what should a rep do if they don’t know the answer?
Acknowledge, investigate using resources, and follow up — not guess
When handling objections, what are the two most important steps?
Listen & acknowledge, then offer relevant solution/alternative
Name two internal resources reps can use if Delightree is unavailable
Ex: GChat Past Conversations, Meeting agenda doc
What’s one situation where reps should not act autonomously?
Approving and processing refunds over the allotted amount ($100)
Give an example of a real customer interaction where ownership makes a difference.
EX: Following up when billing is delayed, proactively checking on a fix, or personally ensuring a guest’s request is completed.
Describe how reps use product knowledge to create a “wow” moment. Include an Example.
Anticipating needs — e.g., suggesting a lesson package to someone asking about swing consistency.
Roleplay: A guest asks about membership but seems hesitant. What’s a service-forward response?
Acknowledge hesitation, highlight value (discounts, perks), suggest a trial period or flexible option.
If a customer reports the app not awarding reward points, what steps should the rep follow?
Troubleshoot (check criteria), verify account, escalate if unresolved.
List the three key steps to de-escalation. Give an Example of a time you have de-escalated a call.
Remain calm, show empathy, problem-solve or escalate appropriately.