Chapter 1 - Professionalism

Question 1

External Customer - Explanation

Answer 1

• Guests who come to the resort for a snow holiday

- With children, consider the parent (paying the money) as the customer too.

Question 2

Internal Customer - Explanation

Answer 2

• Someone who works inside the company or the resort

Question 3

3 Components of Communication

Answer 3

1. Body Language
2. Tone of Voice
3. The Words You Use

Question 4

6 Elements of Body Language

Answer 4

1. Eye Contact
2. Facial Expressions
3. Hand Gestures
4. Touching Behaviour
5. Body Posture & Movement
6. Physical Distance & Use of Space

Question 5

3 Physical Distances

Answer 5

Intimate = 0-0.5 Meters
Personal = 0.5-1.5 Meters
Social = 1.5 Meters & More
- Note that COVID-Safe physical distancing is 1.5 meters

Question 6

What do we do instead of using technical jargon?

Answer 6

KISS Principles - Keep It Short & Simple

Question 7

Four Main Question Types & Examples

Answer 7

OPEN - What experience do you have in moguls?
CLOSED - How many days have you snowboarded this season?
GENERAL - What do you guys think of trying the steeper section?
DIRECTED - Andrew, what experience do you have in snowboarding?

Question 8

5-Step Process for Dealing with Complaints

Answer 8

1. Let the customer vent
2. Express empathy towards the customer
3. Begin active problem solving
4. Mutually agree on the solution
5. Follow up

Question 9

4 Elements of Terrain Park, Smart Style Etiquette

Answer 9

1. Make a Plan
2. Look Before you Leap
3. Easy Style It (know your limits)
4. Respect Gets Respect

Question 10

Principles of Terrain Choice

Answer 10

• New Skill, Old Terrain

- Old Skill, New Terrain