Level 1 PGM 3.1

Generally speaking, how many times an hour will a properly ventilated storage facility recycle its entire volume of air? a) 8 b) 5 c) 3 d) 2

5

As a rule-of-thumb, about how many square feet should be allocated per golf car when designing a golf car storage facility? a) 70-75 square feet b) 60-65 square feet c) 80-85 square feet d) 50-55 square feet

70-75 square feet

Which of the following is an example of a non-verbal communication in a customer interaction? a) Course conditions b) Resolution c) Perception d) Appearance

Appearance

The follow through phase of the positive engagement process allows the golf professional to achieve which of the following outcomes? a) Measure the level of customer dissatisfaction against the overall condition of the golf course b) Establish the basis for the annual evaluations of employee performance in serving customers c) Assess the interactions between customers and staff to determine how overall services could be improved

Assess the interactions between customers and staff to determine how overall services could be improved

What is the most likely reason that electric cars would require more storage space than gas cars? a) Battery storage area b) Battery charging equipment c) Ventilation requirements d) Larger storage area

Battery charging equipment

Which of the following is an "immoveable obstruction"? a) Bridge over a stream b) Out of bounds stake c) Tee-marker d) Tree indicating 150 yards to the putting green

Bridge over a stream

In which circumstance would adopting the "directing" strategy be most appropriate? a) Clearing a parking lot jam b) Communicating engineering requirements to the greenkeeper c) Resolving a dispute among repair shop employees

Clearing a parking lot jam

What strategy is usually most appropriate in situations where one has a solution that may meet the needs of others who are in a position to accept or reject it on its merits? a) Providing a compelling rationale b) Supporting c) Listening d) Convincing

Convincing

Which of the following is a core skill? a) Playing ability b) Customer Service c) Rules of Golf d) Merchandising

Customer Service

What is the major determinant of the effect raising the basic rental fee will have on profit margins? a) Timing of the increase b) Customer price sensitivity c) Membership preferences d) Accuracy of assumptions

Customer price sensitivity

Which action would be the most appropriate facility response when income fails to meet expectations? a) Invest in capital improvements like facility renovation b) Increase Cost of Goods Sold percentage c) Increase the number of rounds through better promotions d) Reduce staff benefits

Increase the number of rounds through better promotions

A long-term golf shop employee is being replaced by an assistant who will receive higher compensation. Which would be the most reasonable assumption given this situation? a) Golf shop traffic patterns will increase. b) The cost of goods sold percentage will decrease. c) There will be more promotional events. d) Increased sales will offset higher expenses.

Increased sales will offset higher expenses.

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? a) Involving b) Compelling rationale c) Supporting

Involving

When a manager modifies an idea to include other people's contributions, they are most likely employing which of the following interaction strategies? a) Cooperating b) Listening c) Supporting d) Involving

Involving

Which of the following is a "ball in play"? a) Is at rest in a penalty area b) Has been holed c) Has been teed on the teeing ground d) Lifted from the putting green

Is at rest in a penalty area

Why should drivers be informed of the facility's restrictions that limit where golf cars can be driven? a) Enforce pace of play policies b) Facilitate GPS tracking of the golf cars c) Limit damage to the golf course d) Insure proper operation of the vehicle

Limit damage to the golf course

What is the most underestimated and important component of good customer service? a) Follow through b) Assess c) Offer solutions d) Listen

Listen

Which of the following is one of the four major design considerations for a storage facility as presented in the Golf Car Fleet Management Course Manual? a) Building materials b) Location c) Equipment requirements d) Energy efficiency

Location

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? a) Make assumptions about how inside and outside factors will affect the business. b) Create or revise the golf shop staff organization chart. c) Revise your long-range strategy in light of initial forecasts d) No further steps are necessary; the plan is finished.

Make assumptions about how inside and outside factors will affect the business.

What should govern the decision to pursue an opportunity? a) Meets organizational goals and objectives b) Immediate increase in customer base c) Positive of cost-benefit analysis d) Short life expectancy of the opportunity

Meets organizational goals and objectives

A cash flow budget is primarily concerned with what measure? a) Sales less purchases for the period b) Profit or loss for the period c) The size of the accounts receivable balance d) Money on hand at the end of the period

Money on hand at the end of the period

What is the baseline reason for analyzing variances? a) Monitor performance b) Develop budgets c) Make forecasts d) Adjust the business plan

Monitor performance

Which of the following is an example of a weakness that a SWOT analysis might disclose? a) New retail golf outlet opening in town b) Negative public opinion c) No mission statement d) High inflation rates

No mission statement

Brett returns his scorecard to the scoring tent with the correct hole scores but an incorrect total score. What is the correct outcome? a) He is disqualified. b) The incorrect total is accepted. c) No penalty is assessed.

No penalty is assessed.

Which of the following is an example of a performance metric? a) Customer satisfaction survey b) Cost auditing software c) Balance sheet d) Number of rounds

Number of rounds

As a general rule, roughly how many full-time maintenance people would be required to keep a fleet of 75 cars fully serviced? a) Two b) Three c) One

One

How is the "honor" determined before the start of a match play event? a) Order of the draw b) Lowest handicap index c) Best match play record

Order of the draw

In match play, a player wins the first three holes but then discovers 15 clubs in his bag. What is the status of the match at the 4th tee? a) Player is still three up. b) Opponent is now three up. c) Opponent is now one up. d) Player is now one up.

Player is now one up.

What does "Increased hard good sales by 25% by offering multiple demo days" represent? a) Revenue Management b) Financial Strategy c) Vision Statement d) Power Statement

Power Statement

Which of the following would be considered internal data for planning purposes? a) Prior year's budget b) Competitor profiles c) Local Demographics d) Industry Averages

Prior year's budget

Jason Du Pre is purchasing the Fallen Oaks 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 Du Pre's business plan? a) Changes to the physical plant b) Proposed mission statement c) Staffing assumptions d) Debt retirement plan

Proposed mission statement

Which of the following is an interpersonal skill represented by the statement, "When we implement the new speed of play policy, we will benefit in two ways..."? a) Convincing others to see the value of your idea b) Stating your purpose clearly c) Providing a compelling rationale

Providing a compelling rationale

Which of the following interpersonal skills is demonstrated by the statement: "I can see that you are disappointed with your score. But try to remember that it has only been a month since you broke 100. Your rate of progress has been exceptional"? a) Encouraging open expression b) Reframing a difficult situation c) Providing a compelling rationale d) Acting with integrity

Reframing a difficult situation

A player's ball comes to rest against a rake. When he removes the rake the ball rolls into an adjacent bunker. What should he do? a) Play from the bunker b) Replace the ball in its original position c) Drop the ball at its original position

Replace the ball in its original position

Running out of scorecards indicates a breakdown of what key requirement for good customer relations? a) Staffing b) Resources c) Systems

Resources

What is the formula for Merchandise Net Operating Income? a) Revenue - Cost of Goods Sold b) Revenue - (Cost of Goods + Operating Expenses) c) Revenues - Expenses d) Revenue - (Cost of Goods -Operating Expenses)

Revenue - (Cost of Goods + Operating Expenses)

Why is customer satisfaction an important objective of the tournament business plan? a) Satisfied customers provide word of mouth endorsements b) Satisfied customers purchase new memberships c) Satisfied customers replace divots and fix ball marks d) Satisfied customers spend more money on golf equipment

Satisfied customers provide word of mouth endorsements

On what basis should preventive maintenance be conducted? a) As time permits b) Set Schedule c) When necessary

Set Schedule

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? a) Personalizing your solution b) Showing understanding c) Inviting and giving specific feedback d) Stating your purpose clearly

Showing understanding

Which characteristic of goals and objectives is described as capable of being observed, recorded, and measured? a) Meaningful b) Realistic c) Time-Oriented d) Specific

Specific

What method do managers use to increase their knowledge of financial performance and controls? a) Surveillance cameras b) Spot audits c) Rotating employees d) Receiving logs

Spot Audits

What primary interpersonal skills are used in implementing the "directing" strategy? a) State purpose clearly; Give and invite specific feedback b) Show understanding; Provide a compelling rationale c) Invite and give specific feedback; Show understanding

State purpose clearly; Give and invite specific feedback

During contract negotiations between a landscaping contractor and her golf facility, head professional Helen Rickles was able to successfully communicate her role and intent in asking for a meeting. Identify the interpersonal skill Helen employed in this situation. a) Stating your purpose clearly b) Acting with integrity c) Convincing d) Supporting

Stating your purpose clearly

The following agenda was part of a golf range business plan: "Purchase 250 dozen new range balls and rotate usage three times a year. Who: Head Professional. When: By February 15. Cost: $2100." According to the Business planning course, which of the following describes the business plan component represented by this statement? a) Planning issue b) Procedure c) Strategy d) Objective

Strategy

Bob Gillette enters the Golf Shop and approaches Lisa, the Head Golf Professional. He tells Lisa how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is Lisa using when she says, "Mr. Gillette, I appreciate that you would like the greens to be faster, however, due to the record high temperatures this week, the Superintendent raised the height of the mower to reduce the risk of losing the greens." a) Strategy: involving, Skills: reframing difficult situations and stating your purpose clearly b) Strategy: involving, Skills: showing understanding and giving and inviting specific feedback c) Strategy: convincing, Skills: showing understanding and providing a compelling rationale d) Strategy: convincing, Skills: encouraging open expression and acting with integrity

Strategy: convincing, Skills: showing understanding and providing a compelling rationale

Head professional Joe Morales made the following observations at the staging area for a shotgun event: Area was fully staffed. Necessary supplies were available. Cars were missing towels, scorecards, and divot sand. A breakdown in what key customer relations requirement would most likely account for this situation? a) Logistics b) Resources c) Systems d) Supervision

Systems

What determines when a player's ball is out of bounds? a) The ball is just touching the inside line of the out of bounds stakes. b) Half the ball lies outside the inside line of the out of bounds stakes. c) The player stands out of bounds to hit the next shot. d) The entire ball lies outside the inside line of the out of bounds stakes.

The entire ball lies outside the inside line of the out of bounds stakes.

Where should a facility's promotions be directed if the business objective is to increase tournament play in general? a) Influential club members b) Charity organizations c) Large corporate sponsors d) The golfing public at large

The golfing public at large

In four-ball stroke play, a player is late for their tee time and arrives after their partner has teed off on the 4th hole. What is the ruling? a) The side is disqualified. b) The late player may begin play on the 4th hole without penalty. c) The late player may join play on the 5th hole without penalty. d) The side is penalized two strokes.

The late player may join play on the 5th hole without penalty.

Why is it important to identify the form of play when assessing penalties? a) The penalties can differ significantly depending on the form of play. b) The committee may impose penalties based on the form of play. c) Definitions governing the Rules of Golf vary according to the form of play.

The penalties can differ significantly depending on the form of play.

Which of the following describes one way a challenging interaction usually will differ from a routine interaction? a) The final offer will be straight-forward and more directive. b) Assess and offer assistance will become the most important steps of the interaction. c) The root cause of the problem will be more readily apparent. d) The solution will involve more time and effort for the employee to implement.

The solution will involve more time and effort for the employee to implement.

Consider the following table. Based on trend analysis, what forecast would be made on the number of weekend rounds that will be played in year five? YEAR: WEEKEND ROUNDS: 1 15,000 2 13,900 3 15,800 4 16,400 5 ? a) They will remain about the same. b) They will increase. c) They will decrease.

They will increase.

A routine interaction may require as much effort as a more challenging situation. True or False

True

Assumptions are necessary for forecasting numbers. True or False

True

Car path maintenance is considered a fleet expense for purposes of financial forecasting. True or False

True

Conducting a base year analysis is a good choice for a facility that has just completed a project that added nine new holes to the original 9-hole course. True or False

True

Consider the following statement as part of a business plan: "Increase range profits by 20% by the end of the next fiscal year." According to the Business Planning course, this statement would best be classified as an objective. True or False

True

Moments of truth occur each time facility employees come into contact with customers. True or False

True

Percentage of potential income should be considered when negotiating a fixed salary with incentive compensation. True or False

True

The extent to which one wants to control the outcome of an interaction is one of the features that distinguishes the four interaction strategies from each other. True or False

True

The interpretation of quantitative data is less susceptible to differences of opinion than qualitative data. True or False

True

The player incurs a penalty if their caddie accidentally moves and replaces their ball while removing a loose impediment from the fairway. True or False

True

The process for developing a business plan starts before you establish the goals you would like to achieve for the shop's coming year. True or False

True

The utility of your business plan for managing day-to-day operations in a golf shop depends on your ability to manage internal factors. True or False

True

Which of the following is part of the Explore stage in the Career Planning Process? a) Understanding the scope of the industry b) Creating a working resume c) Identifying personal weaknesses d) Formulating a vision and goals

Understanding the scope of the industry

What are the key points when developing a power statement? a) Include bullets with character traits b) Use concise bullet points c) List bullets in order of time d) Begin each bullet with a noun

Use concise bullet points

Which one of the following situations best justifies the use of the "convincing" strategy? a) When confident your solution is the best course of action b) When attempting to reduce friction among committee members c) When confronted by people too upset to objectively consider the issues

When confident your solution is the best course of action

When purchasing a golf car fleet, which of the following is the best reason for choosing a dealer? a) Willingness to deal on terms b) Provides multiple insurance options c) Availability of car amenities d) Carries several manufacturers' cars

Willingness to deal on terms

How should one approach selecting the proper amount of insurance for their golf car fleet operation? a) Work with your insurer to identify hazards and risks specific to your facility b) Double the maximum amount of coverage you think you can afford to save money and aggravation in the long run c) Select the most competitively priced company that meets your requirements

Work with your insurer to identify hazards and risks specific to your facility

What is the process called when the manager reviews total rounds to determine who is playing and when? a) Consumer indexing b) Yield analysis c) Client Profile review

Yield analysis

It is recommended to include all relevant golf specific skills in a resume. True or False

False

Mission statements should include a definition of the facility's underlying financial model. True or False

False

One advantage leasing has over purchasing is that service maintenance contracts are available if you lease but not available if you purchase. True or False

False

Responding to others in such a way that you convey a genuine understanding of their point of view defines the skill of "reframing difficult situations". True or False

False

Responsible, involved, and helped are effective action words to create a power statement. True or False

False

Sales staff labor is included in the cost of goods. True or False

False

The task-relationship connection concept allows that a foundation for successful future relations can be built by attending to the customer relationship without the presence of a task focus. True or False

False

Which of the following is an example of qualitative data? a) Cost of labor as a percentage of total revenues b) Annual expense to income ratios c) Current revenue trends compared to past performance d) Feedback about pace of play

Feedback about pace of play

Your facility wants to purchase new golf cars. A member of the club's board of directors has recommended an expensive model. What is the best way to decide whether the facility can afford to acquire that model? a) Forecast revenue, expenses, and income b) Ask the dealer to let you test drive the car on your course for one week c) Seek the advice of a qualified and experienced mechanic as to whether the car is a good value for the price d) Find out what has been the experience of other golf facilities that have acquired the same car for their fleets

Forecast revenue, expenses, and income

What information should form the basis of a golf shop's 12-month budget? a) Past performance statistics b) Business strategies and alternatives c) Golf industry sales trends d) Forecasts and assumptions in the business plan

Forecasts and assumptions in the business plan

When should a job candidate utilize a bottom line approach during negotiations? a) Reviewing historical data from core business areas b) Generating income combined with salary c) Analyzing total revenue for maximum performance d) Determining value of fringe benefits

Generating income combined with salary

Which of the following events would cause a change in the forecast for golf shop expenses? a) Increase in utility rates b) Delivery of new golf cars c) Drop in the number of rounds played d) Opening of a discount sports shop nearby

Increase in utility rates

Which of the following would be considered a complete objective? a) Increase lesson revenue by $10,000 b) Increase merchandise revenues in the next quarter c) Decrease total operating expenses by 50% in the next month d) Increase rounds by 10% in the next year

Increase rounds by 10% in the next year

Higher price models cost less in the long run due to lower maintenance and operating costs. True or False

False

Which of the following describes the difference between routine and challenging customer relations situations addressed by the positive engagement process model? a) Day-to-day situations are regularly scheduled interactions with customers while challenging situations occur on an infrequent basis. b) Day-to-day situations occur in the normal course of doing business while challenging situations occur when a staff member attempts to exceed customer expectations. c) Day-to-day situations are anticipated and routinely handled while challenging situations are usually consequences of unanticipated negative experiences of a customer.

Day-to-day situations are anticipated and routinely handled while challenging situations are usually consequences of unanticipated negative experiences of a customer.

After playing a number of strokes while on the 9th green, a player picks up without holing out. He then proceeds to the 10th hole and tees off. What is the ruling? a) Two-stroke penalty b) Disqualification c) One-stroke penalty

Disqualification

Which of the following is a quantitative result produced by a Rainmaker? a) Willingness to try new things b) Establish visibility for their team c) Drives top line growth d) Create culture of service

Drives top line growth

What is provided in the "Strategies to Succeed" section of the Career Fitness Manual? a) Guidance to excel as a Golf Professional b) Effective starting point for developing goals c) Communication skills for customer base d) Information to develop a personal fitness plan

Effective starting point for developing goals

Which of the following interpersonal skills is most readily supported in the greet phase of the positive engagement process? a) Inviting and giving specific feedback b) Encouraging open expression c) Providing a compelling rationale

Encouraging open expression

Which of the following is a type of lease agreement? a) Profit sharing b) Secured finance c) Escalating d) Equity after term

Escalating

Which of the following is one of the techniques is used to validate assumptions? a) "Fresh eyes" review b) Expert review c) Validity index

Expert review

A caddie may identify a found ball as belonging to his player. True or False

False

A career lattice characterizes an upward career progression. True or False

False

A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. True or False

False

A player who voluntarily checks his downswing before the clubhead strikes the ball is still considered to have made a stroke. True or False

False

A player's caddie is an outside influence. True or False

False

A vision defines the short-term objectives that must be accomplished in the upcoming year. True or False

False

According to the Career Enhancement Manual, a resume should begin with listing education first followed by work experience. True or False

False

Better cash flow is one benefit of a fleet rotation program. True or False

False

Golf car rental agreements help to lower the cost of acquiring new cars. True or False

False