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PGA 3.0 - Level 1 Facility Management
EXAM With All answers Correct.
Who should provide direction for creating the business plan at a golf operation? - golf operation stakeholders What are the five phases (in order from first to fifth) of the PGA Business Planning Model? - Define the business; assess the current state of the business; develop goals, objectives, and strategies; develop financial forecasts and budgets; monitor performance What is the usual business destination for long-range planning? - 3 - 5 years What is the most significant benefit of strategic business planning? - Provides long-term vision and destination You are in the process of completing a business plan for the golf shop. Initial forecasts of sales, expenses, and profit have been made. Past data has been analyzed and important inside and outside factors have been identified. What is the next step to be taken towards completing the plan? - Make assumptions about how inside and outside factors will affect the business A golf professional is purchasing a golf course. The business plan he presented to his banker included his history of successfully operating similar facilities, budget projections for the first five years under his management, and objectives and strategies for reaching his goals. The banker rejected his loan application because of missing information. What important element is missing from the business plan? - Proposed mission statement What time frame would be the least effective for monitoring the progress and performance of a business plan? - Annually The process for developing a business plan stars before you establish the goals you would like to achieve for the shop's coming year. - True A well thought out business plan will typically focus on achieving financial goals. - False Staff should be involved in effective business planning to create a sense of ownership. - True Assessing the current state of the business is the most significant advantage of strategic business planning. - False
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According to the Business Planning Model, a business plan should build on and refine the operational plan. - False Proactive planning is one of the anticipated outcomes of strategic business planning? - True Clarification of job responsibilities is one of the added values provided by the strategic planning process? - False Business goals are typically developed in the Defining the Business phase of the business planning process. - False Typically, a written set of core values is developed in the Defining the Business phase of the business planning process. - True Helping establish a starting point for goals, objectives, and related strategies is an appropriate use of the SWOT analysis. - True Financial forecasts should be based on historical data derived from a linear trend analysis. - False Which statement below is a statement to avoid when developing an effective mission statement? - A restatement of the facility description Revising a mission statement for a facility is an indication of what? - A sign that the business changed in response to internal factors and external market conditions Marketing is a subset of promotion. - True Which of the following is not one of the five "P's" of marketing? - publicity Which type of Moment of Truth is building a brand at a facility? - interactive and non- interactive What is an example of indirect competition to an 18-hole daily fee facility? - Jet-ski rental selling yourself, selling the facility, and selling the game of golf are the three principal layers of what type of marketing? - internal focus Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs? - public relations/publicity
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What is an example of facility functions that need written safety procedures to insure uniform actions of staff? - Safety procedures How should the Head Golf Professional respond to threatening weather? - stop play and evacuate the golf course Under what law are golf facilities required to provide all people with goods and services on an equal basis? - Title III of the federal Americans with Disabilities Act (ADA) Which tee time starting system can reliably prevent players from monopolizing the best tee times? - Lottery System Which tee time starting system compensates well for no-shows? - walk on and play policy What is a major advantage of an internal online reservations system? - Keep all reservations in house (DOUBLE CHECK) "How far in advance reservations can be made", is an example of one of the questions a facility should ask itself when determining Tee Time Reservation Policies - True What criterion should management consider when determining the correct tee time interval? - Service Mission What does the USGA's Pace Rating System help determine? - how quickly a foursome of average golfers should play a particular course on a busy day What would be a design characteristic that would assist in speeding up pace-of-play? - make green contour relatively flat and even What is a good pace-of-play guideline? - communicate policies to players How can the starter positively affect the pace-of-play? - communicate with the course assistants (marshalls) What quality is most desirable in a person tasked with managing pace of play? - an eagerness to help and ability to communicate As a general rule, what should course assistants encourage players to do on the golf course as it relates to pace of play? - encourage players to keep up with the group ahead Moments of truth end when the final hole of the groups round is completed. - False
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Which of the following is NOT a characteristic of an effective team? - let conflicts pester them The entire work force is "the team." But there are many "teams within the team". - true What does an effective team decision-making process require? - consensus In addition to the key characteristics of a team, a team needs structure that specifies who is involved, team member's roles, and the process that supports team decision- making and performance, in order to succeed - true Which is an element in the consensus-based decision-making process? - select the best alternative What is one benefit of the team approach? - fosters a positive facility culture What could an effective manager use to assess performance, provide feedback, inform a staff person of new responsibilities, and keep staff on track in a very short visit? - "one minute manager" routine An interactive calendar allows employees and mangers to see upcoming events and action items, but they can not add on to the calendar - false What activities might be included in a "one-minute manager" routine? - recognition of good work What coordination tool is being applied when a golf instructor helps a student by fitting him for a set of clubs to be purchased at the facility? - cross-operations marketing Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support? - merchandising Practice facilities should be designed so golfers will face what direction? - north or east What is a benefit of having a caddie program at a club? - add to the overall playing experience What government act has significant application to the terms of caddie employment? - the Fair Labor Standards Act (FLSA) What should a comprehensive NOT caddie-training program include? - greeting What is the most important interdepartmental relationship for the golf operations department? - golf course maintenance
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What is a cooperative facility? - a competitive facility that works with other facilities to improve both facilities What is the first step of the Open to Buy plan? - forecasting sales What are the steps in order of the Open to Buy plan? - Forecasting sales, forecasting the cost of goods sold, projecting turnover, establishing beginning-of-month inventory levels, and calculating open-to-buy budgets Should projections for OTB take into account holidays, sales, and increase in sales? - yes Is average inventory level the sum of the of goods sold and projected turn rate? - no, it is the cost of goods sold divided by the projected turn rate Which of the following is NOT a component of starting the retail business planning process with a professional? - mission Direct Competition is any organization that meets the same customer need with a different product or service? - false How many steps are there for the OTB Development Plan? - 5 The merchandise classification is a category of products that can be logically grouped together. - true What is the formula for determining cost of goods sold as a percentage of sales? - cost of goods sold divided by total merchandise sales What is the 4th planning phase in the PGA Business Planning Model? - develop business objectives and related strategies There are how many types of competition? - 3 What does having an OTB not help to achieve? - marketing items to customers How many merchandise classifications would a large golf shop have? - 25 Which is the last step in the Business Planning Model? - monitor performance Cost of Goods Sold Formula - beginning of month inventory + new inventory purchased
- end of month inventory at cost = cost of goods sold in dollars
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Which one of the following is not a soft good? - balls Which of the following are not a phase in the PGA Business Planning model? - the PGA experience An outcome of the "Prepare Financial Forecasts and Budgets" Phase of the Business planning model is: - a specific one-year-cash-flow budget Open-to-buy plans help merchandisers do the following: - avoid over- or under-investing in inventory Key concepts for Forecasting the Cost of Goods Sold include: - calculate total sales and the COGS as a percent of total sales It is important to consider which of the following when forecasting monthly sales: - holidays When defining the role of a tournament, what is important to remember about specific tournament objectives and strategies as it relates to those in the facility's overall business plan? - what the tournament business is supposed to accomplish Determining a facility's tournament business goals largely depends on what? - market conditions What is an example of a financial strategy for attracting more tournament business? - hire a tournament department marketing team What market conditions are particularly important to remember when developing a tournament plan? - demographic and economic When assessing the current state of a facility's tournament business what data is important to obtain from past tournament records? - customer kudos and complaints Why is customer satisfaction an important objective of the tournament business plan? - satisfied customers return for future events What is an example of a revenue item in a tournament budget? - entry fees Why would strategies for promoting tournament business differ from strategies for promoting tournaments? - tournament business is about attracting events to the facility whereas tournament promotion is about attracting players to the event
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When people try to make a joint decision, every person wants to have his or her needs and point of view accounted for in the final decision and subsequent actions is an example of providing a compelling rationale? - true The skill of getting all parties involved in the decision-making process, drawing them into the discussion, and creating an environment where everyone can express his or her ideas, feelings and point of view actively and honestly, without fear of being judged, penalized, or personally attacked is an example of what skill? - encouraging open expression Every person, regardless of their situation or role, feels the need to be understood is an example of what skill? - showing understanding The desired outcome of the Involving Strategy is: - participation When is the Convincing Strategy commonly used? - when an employee is building a solution around the customer's needs A customer is trying to find where the driving range is located. What strategy will you use? - directing It is appropriate to use this strategy for situations where the employee is not in a position to lead others to a solution and the employee does not directly supervise or control the behaviors related to the outcome. - Involving Which interpersonal skill is used in the following statement: "I would like to understand what has upset you like this." - giving and inviting specific feedback What lies as the centerpiece of the PGA Customer Relations Model? - the PGA Experience Which interaction strategy offers the least initiative from the customer? - directing Which of the following is a non-interactive Moment of Truth? - locating the golf shop A _______________ occurs any time a customer has an opportunity to evaluate the quality of a facility's products and services. - moment of truth Which of the following is NOT one of the four interaction strategies as defined by the PGA? - selling Which interpersonal skill is being used in the following statement: "By buying the smaller golf bag, you'll be dealing with a lot less weight, and you'll be able to walk the course more often in the spring and the summer." - providing a compelling rationale
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Which interpersonal skill is being used in the following statement: "I would like to sell you this driver, but first I want to make sure it has the right specifications given your swing. It will make both of us more comfortable to ensure we have the right fit before you make the investment." - stating your purpose clearly Which interpersonal skill is being used in the following statement: "Let's use the camera setup to take some video of your swing. It will be easier for you to understand the changes to your swing if you can see what I'm taking about." - providing a compelling rationale Which interpersonal skill is being used in the following statement: "Good afternoon Mrs. Jones. It's been a few days since we talked and I wanted to check and see how your tee times have been working out." - giving and inviting specific feedback This is the most underestimated component of customer service and is the most important. - listening In order for the PGA professional to offer the best possible service, s/he must first: - listen to what the customer needs Which statement below is accurately stated according to the PGA curriculum: - in challenging situations, the stakes are generally higher than routine situations ____________ is the key to effective listening and customer service. - patience The greatest challenge for the PGA professional in challenging situations is what? - keeping the interaction as positive as possible What are the two items to focus on during the follow-through step? - timeliness and quality Employees should always collect feedback after which step in their interaction with a customer? - follow-through The first step toward solving a customer's problem and may prevent the problem for escalating is to: - greet the customer civilly and professionally The ____________ with a customer is the most important interaction of the customer's entire day at the facility. - first engagement Once formed, ____________ are extremely difficult to alter. - first impressions
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According to the Customer Relations Manual, what must accompany good interpersonal skills to achieve quality relations with your members and customers? - procedures An upset customer is concerned about the lack of action to speed up play. He seeks out the golf professional to express his displeasure. What needs to be in place for the golf professional to resolve the situation? - interpersonal skills in challenging situations What is a clear policy on how to handle customers who arrive late for a tee time? - new reservation for a later tee time if available that day What interaction strategy is appropriate when one is clear about what needs to be done and the other person accepts the organizational role assignment? - directing Others are seeking guidance from the person who has a solution to their concerns in an appropriate situation for using which strategy? - convincing What strategy is a good choice for keeping a group discussion on topic? - directing Providing clear and specific directions and then modifying them as needed to gain the cooperation of others is a good way to implement which strategy? - convincing Offering to suggest some options would be an example of employing which strategy with a member who has arrived ten minutes after his tee time on a fully booked day? - involving A long-time member of your golf committee is reluctant to endorse a tournament format change that the head professional has proposed. Which interaction strategy would likely be most helpful in resolving the situation? - supporting What situations call for initiating the "involving" strategy? - when the employee is not in a position to lead others to a solution In what situations would a staff member most likely rely on the "supporting" strategy? - when the responsibility clearly lies with another party When would one most likely rely on the "convincing" strategy? - when the employee understands the appropriate solution and is trying to get the customer to make a good choice A co-worker is having difficulty setting up a merchandise display. What strategy would the head professional use to assist her if her intent was to avoid her losing a sense of ownership in creating the display? - involving
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A member complains about how the club guest policy affects his adult children. However, the policy has been carefully developed and is widely supported by the membership. Which interaction strategy is the best choice for defending the policy? - supporting What distinguishes the four interaction strategies from each other? - the level of control of actions and the level of initiative from others In what circumstances would adopting the "directing" strategy be appropriate? - when the person explicitly informs what she wants others to do A golfer arrives ten minutes after his assigned tee time on a booked solid day. Which strategy would likely be used to explain why his tee time was given to someone else? - supporting Last year a special membership committee suggested that a new parking and bag drop procedure be adopted as club policy. The procedure was tested and worked out very well. What interaction strategy would the head professional likely rely on to obtain board approval for the change? - convincing When a manager modifies an idea to include other people's contributions, they are most likely employing what interaction strategy? - involving A customer arrives late for his assigned tee time on a solidly booked day. He says this is the second time he has been late because a full parking lot forced him to wait for a parking place. He wants assurance from the head professional that this situation will be resolved in the near future. What is the most appropriate interaction strategy for guiding the head professional's response? - supporting A member complains about how the guest policy affects his adult children. The head professional knows that the policy is unpopular with many members. What strategy might she use effectively in this situation? - supporting "Modifying your ideas to include other's contributions" is more likely to be part of which strategy? - involving The successful use of what strategy characteristically involves encouraging others to find a solution and then helping them to understand your role in implementing it? - supporting What is the most appropriate strategy to use when a volunteer has begun to come up with her own ideas after the two of you have worked together for a while? - involving
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What is the most underestimated and important component of good customer service? - listening What is the most important customer interaction of the day? - the first engagement What is an example of a non-verbal communication to a customer? - posture What may be required in both a routine situation and more challenging situation? - a consistent engagement process What is the purpose of a step-by-step engagement process? - to treat and interact with each individual customer the same with no deviations What is an example of a non-verbal communication in a customer interaction? - attitude Drawing others out and getting them to actively express their ideas, feelings, and points of view best describes which interpersonal skill? - encouraging open expression During contract negotiations between a landscaping contractor and her golf facility, the head professional was able to successfully communicate her role and intent in asking for a meeting. Identify the interpersonal skill utilized in this situation? - stating your purpose clearly What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action?" - providing a compelling rationale What interpersonal skill lies at the heart of all the others? - acting with integrity Telling others how their behavior affected you is an example of what interpersonal skill?
- giving and inviting specific feedback What interpersonal skill should be used when you need to build trust and purpose? - showing understanding One might focus on the implication of what is being said when using what interpersonal skill? - showing understanding What interpersonal skill typically requires you to list important criteria that need to be addressed if the problem is to be satisfactorily resolved? - providing a compelling rationale What interpersonal skills is most readily supported in the greet phase of the positive engagement process? - showing understanding
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Which interpersonal skill is most appropriate to use first when you find yourself in a repeating cycle of arguments and counter arguments with a customer? - showing understanding A customer is upset when he discovers his tee time reservation has been lost. Which interpersonal skill would be most useful in resolving the situation? - providing a compelling rationale Helping others to look at a situation from a fresh perspective to see new possibilities describes which interpersonal skill? - reframing a difficult situation To help others understand your intent, which interpersonal skill would you employ? - giving and inviting specific feedback Reframing difficult situations allows one to accomplish what result? - common ground When you want to know what someone thinks about your actions it would be useful to rely on what interpersonal skill? - giving and inviting specific feedback Which interpersonal skill is being used in the following statement? "While I would like to put more course marshals on the fairways to help solve the pace of play concern, we don't have the budget and have not been able to attract enough qualified volunteers." - providing a compelling rationale What is the reason behind the interpersonal skill involved when the head professional asks his assistant, "What is your opinion on limiting tournaments to active members?" - encouraging open expression What is one way to use the skill of "reframing difficult situations"? - sharing more than one perspective What is the purpose of "providing a compelling rationale?" - to explain to stakeholders why the course of action is being taken is ultimately beneficial to them
