PGM Level 1 Test FD

What is the key to greater profitability for a business?

A strong customer relationship.

What is the best-known and widely used method to compute a handicap?

Callaway system

A moment of truth occurs when an employee evaluates the service they are going to provide. (T/F)

False

An interactive "moment of truth" opportunity occurs when a customer's bag has been incorrectly been tagged at the bag drop. (T/F)

False

Financial forecasts should be based on historical data derived from a linear trend analysis. (T/F)

False

Fluorescent lamps will provide the best accent lighting in a golf shop. (T/F)

False

Why is it important to identify the form of play when assessing penalties?

Different forms of play have different penalties.

Stroke play is the least flexible and adaptable form of play? (T/F)

False

What is part of the explore stage in the Career Planning Process?

Exploration often overlaps with evaluation.

Procedures and skills are necessary but stand alone both are not needed (T/F)

False

The rectangular rack is designed to show large quantities of hanging merchandise in a single style. (T/F)

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. (T/F)

False

A career lattice characterizes and upward career progression? (T/F)

False, (Horizontal).

Resources can be what?

Human, Financial, and material or time based.

What is defined as the means available to support staff in completing a task?

Resources

Who defines the service?

The Customers

Describe the primary purpose of a promotional table.

To showcase large quantities of sales in merchandise.

A ball at rest in a penalty area is a "ball in play"? (T/F)

True

A bridge over a stream is an "immoveable obstruction"? (T/F)

True

A four-ball match with handicaps is a good choice for business persons who do not play alot? (T/F)

True

A holiday display of red and green shirts is employing a complementary color scheme. (T/F)

True

A presentation of the same color of golf shirts ranging in intensity from the palest to the deepest shade is employing the monochromatic basic color scheme. (T/F)

True

A provisional ball can be played when the original ball may be lost or OB. (T/F)

True

According to the Merchandising and Inventory Management course, every sign in a golf shop should be displayed in a sign holder. (T/F)

True

The greatest increase in loyalty comes with customer experiences that are simple to deliver (T/F)

True

The process for developing a business plan starts before you establish the goals you would like to achieve for the shops coming year. (T/F)

True

Customer acquisition costs often exceed customer retention costs. (T/F)

True

Interactive moments of truth occur when there is direct contact with staff. (T/F)

True

It costs more to get a new customer than to keep one (T/F)

True

Moments of truth occur each time facility employees come into contact with customers. (T/F)

True

Non-interactive moments of truth- there is no employee contact. (T/F)

True

Publicity has two important considerations.

1. Purpose of the event 2. Desired audience to be reached.

Moments of truth occur when?

A customer has an opportunity to evaluate a product or service without employee contact.

What time frame would be the least effective for monitoring the progress and performance of a business plan?

Annually

In four-ball stroke play, a player is late for his tee time and arrives after his partner has teed off on the 4th hole. Whats his ruling?

Can't play 4th hole, but may give advice. Starts his day on the 5th tee box.

What is the tournament directors best friend?

Checklists

According to the customer relations A module, what must accompany good interpersonal skills to achieve high quality relations with your members and customers?

Clear and effective procedures.

A player comes to rest against a rake. When he/she removes the rake the ball rolls into an adjacent bunker. What should he/she do?

Replace ball for no penalty 9-2B

What type of event is probably the most enjoyed by the average golfer?

Scramble

Detailed policies and procedures lie at the heart of which one of the three elements necessary to support the delivery of superior customer service.

Systems

In stroke play, after playing a number of strokes while on the 9th green, a player picks up, without holing out. The player then proceeds to the 10th hole and tees off. What is the ruling?

Disqualification

A player who uses two caddies must be disqualified even if he uses only one at any one time. (T/F)

False

A player who voluntarily checks his downswing before the clubhead strikes the ball is still considered to have made a stroke. (T/F)

False

A player's caddie is an outside influence. (T/F)

False

Business goals are typically developed in the defining the business phase of the business planning process. (T/F)

False

Facilities need either resources or staffing or systems but must have staffing above the other two. (T/F)

False

Set the course up harder so it plays harder each day? (T/F)

False

The floor layout design of sales-oriented planogram will provide direct access to the point of sale area from the high-value destination areas within the retail environment. (T/F)

False

In match play, concession of a stroke may be withdrawn if the player misunderstood the number of strokes taken. (T/F)

False: Can't be withdrawn. Concession is FINAL

A provisional ball can be played when the original ball may be lost only in a penalty area. (T/F)

False: Lost ball or OB

Conventional floor fixtures include such items as cabinets and armories. (T/F)

False: Table, Bins, and Racks

What is the primary product of the golf business according to the Customer Relations A Module?

Golfer's experience at a facility

What is the "PGA Experience"?

Highest level of service in the industry.

What is the difference between a career ladder and lattice?

Ladder is Vertical, lattice is horizontal.

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?

Making assumptions how inside & outside factors will make a difference.

Running out of scorecards indicates a breakdown of what key requirements for good customer relations?

Meeting the expectation that a scorecard will be provided.

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?

Mission Statement

What color scheme is being used when golf shirts have been arranged in a light to dark display?

Monochromatic.

In match play, a player repairs spike marks on his/her line of play on the putting green. What is the ruling?

No penalty

A player returns his scorecard to the scoring tent with the correct hole scores, but an incorrect total score. What is the correct outcome?

Only responsible for score on holes, not total score.

How is the "honor" determined before the start of a match play event?

Order of draw

What is the best way to foster customer loyalty?

Provide delight experiences

Set up files for what two kinds of events?

Recurring Events, One time Events.

What is one of the first tournament planning things to do?

Select the Date.

A player returns his signed scorecard to the Committee and then realizes that he mistakenly recorded a 5 instead of a 4 on one of the holes. Whats his ruling?

Stays as recorded

A breakdown in what key customer relations requirement would most likely account for the following situation: The head professional made the following observations at the staging area for a shotgun event:A. Area was fully staffed B. Necessary supplies were available C. Cars were missing towels, scorecards, and divot sand.

Systems

Aside from relationships, what do all customer interactions involve?

Tasks

In match play, a player wins the first three holes, but then discovers 15 clubs in his bag. Whats the status of the match on the 4th tee?

The player would take a two hole loss penalty and remain 1 up thru 3.

All customer interactions include what two components?

The task and the relationship.

What is the primary purpose of a rectangular display rack?

To display multiple sizes and colors of similar items.

What is the value of establishing "destination areas" in your golf shop?

To encourage customers to browse other departments on the way to their destination.

After selecting the date, what is then next thing to know?

Tournament purpose.

A tournament review will show if the goals were met? (T/F)

True

Score are the easiest stats to get? (T/F)

True

Scrambles are one of the most popular formats because players only play the good shots. (T/F)

True

Stableford is a stroke play format where the player with the highest score wins. (T/F)

True

Staff should be involved in effective business planning to create a sense of ownership. (T/F)

True

The "honor" on a hole is determined by the score on the last hole played. (T/F)

True

What determines when a player's ball is out of bounds?

When any piece of the ball is off the property marked by white stakes.