PGM Facility Management Level 2 Test
During the play of the 18 th hole what is considered a general area
All areas except tee, green, bunkers, penalty areas
In stroke play a player returns his signed scorecard with a total score that is correct. He then proceeds to leave what is rulingq
DQ
a personal development summary details interests, strengths, weaknesses, and suture professional development steps
true
jobs,pga.org provides info on industry positions networking resumes writing and interviewing
true
What is the usual business destination for long-range planning?
3-5 years
What allows facility to take advantage of lower energy cost during off peak hours
Energy management software
A well though out business plan will typically focus on achieving financial goals
Fals
A moment of truth occurs when an employee evaluates the service they are going to provide.
False
According to the business planning model a business plan should build on and refine the operational plan.
False
An aeration hole made by maintenance is considered ground under repair
False
An analogous color scheme consist of two sets of complementary colors
False
An interactive mom of truth occurs when a customers bag has been incorrectly tagged at the bagdrop
False
As customer requirements are met they become customers expectations
False
Better cash flow is one benefit to a fleet rotation program
False
Consulting your attorney is the best option for formulations golf car safety policies and procedures
False
Conventional floor fixtures include such items as cabinets and amors
False
The t3eeing area and the putting green of the hole being played are considered the general areas
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
False
Wall display offer the least display flexibility
False
The t fixture is designed to show large quantities of hanging merch in a single style
False the 4 way
What would be an anticipated of documenting the golf car safety program
Lower interest rates
Where would one find details related to the preparation requirements for facility stafff
Operations manual
An upset customer is concerned about the lack of action to speed up play he seeks out the head pro to express his displeasure what needs to be in place for the pro to resolve the situation
Procedures and skills
What policies would be most effective to have in place for limiting a facilities exposure to liability claims
Proper documentation of safety efforts
Which type of fixture gives the most presentation flexibility
Rectangular rack
What is defined as the means available to support staff and completing a task
Resources
A player returns to sign scorecard to the committee, and then realizes that he mistakenly recorded a 5 instead of a 4 on one of the holes. What is the ruling
The score stands
The edge of a penalty area extends both up above the ground and down below ground
Tru
A bridge over a stream is an immovable obstruction
True
A caddy may identify a found ball as belonging to his player
True
A holiday display of red and green shirts is employing the complimentary color scheme
True
A provisional ball can be played when an original ball may be lost or out of bounds
True
Generally private golf cars are covered through private homeowners insurance plans
True
The fleet manager oversees preventative maintenance procedures and records
True
The honor of the hole is determined by the score of the last hole played
True
The process for developing a business plan starts before you establish the goals you would like to achieve for the shops upcoming year
True
What time frame would be the least effective for monitoring the progress and performance of a business plan
annually
what is provided in the strategies to succeed section of the career fitness manual
effective starting point for developing goals
what is the difference career ladder vs career lattice
explain
How might a golf professional discover interests?
exploring industry opportunities, connecting with people in the industry, and gaining firsthand experiences at golf facilities are ways to reveal specific interests
It is best to narrow ones focus to a specific job when exploring career options
false
responsible, invlolved, and helped are effective action verbs to create a power statement
false (developed conducted operated)
Increase merch sales in the golf shop is an example of a SMART goal
false it does not fall under SMART
On the 3rd hole of a stroke play event it is discovered that a player has 16 clubs including two putters in her bag. What is the penalty
4 strokes
Golf pros need to be familiar with fleet finances even when they don't own the fleet nor share in its profits
True
In preparing to putt from the fringe of the green a player removes some sand from behind her ball this player incurs a penalty
True
Loose impediments lying out of bounds may be removed without penatly
True
Moments of truth occur each time facility employees come into contact with customers
True
The player incurs a penatly if her caddy accidentally removes and replaces her ball while removing a loose impediment from the fairway
True
As a general rule roughly how many full time maintenance people would be required to keep a fleet of 75 cars fully serviced
1
A player plays a ball from the wrong teeing area. He is immediately informed of the mistake and then plays from the correct teeing area
2 stroke
A player misses a 6 in putt and quickly taps the moving ball in before it has time to come to a complete stop. What is the ruling
2 strokes
What is a suggested distance for separating floor fixtures
3 ft
What is true regarding the lifting of a players ball in the general areas
A Players partner or someone authorized by the player may lift ball
What staffing needs should be anticipated when a concession plans to increase its fleet size from 50 to 75 cars and continue maintains the fleet without a maintenance contract
A full time mechanic
During tournament play a ball lands in a pile of ice behind a concession stand according to the rules how is the ice classified
A movable obstruction
Provided that golfers use the cars correctly what is the benefit of a properly managed golf car fleet program
Answer will vary (can speed up play)
Describe a fleet rotation program
Cars are numbered consecutively and used sequentially
According to customer relations a module what must accompany good interpersonal skills to achieve high quality relations with your members and customers
Clear and effective procedures
What kind of color scheme consist of two colors opposite the color wheel
Complementary
Why is it important to identify the form of play when assessing penalties
Penalties vary based on the form.
Running out of scorecards illustrates a breakdown of what key requirement of good customer relations
Resources
A player competes in the first 18 holes in a 72 hole stroke play event. He then proceed to the 3rd hole to hit a few shots for a commercial prior to his round
DQ
what can an aspiring golf professional do to reveal the culture of a golf facility wihile offering a position he is interested in
Shadow
During a rain delay a player sprays water repellent on his golf ball and then uses it when play is resumed. What is the ruling
DQ
Aside from relationships what must all customer relations involve
Task
In stroke play after a number of strokes while on the 9th green a player picks up without holing out. He then proceed to the 10th tee and tees off. What is the ruling
DQ match play is loss of hole
explain the difference between a core industry and an enabled industry
clubs, cars, and equipment tourism, hotels, travel
What must every professional understand about evaluation and self evaluation
continous process and crucial to career advancement regardless of specific career choices
what are the phases of the career planning process
evaluate explore plan act
Business goals are typically developed in the defining the busines phase of the business planning process
false
a career lattice characterizes an upward carerr progression
false
core skills are those that are useful in many golf industry positions
false
financial forecast should be based on historical data derived from a linear trend analysis
false
golf equipment sales and tournament planning are core skills
false
the skills of a golf professional include knowing rounds, membership, golf cars, tournaments, and merchandise generate revenue for a facility
false
what is the most signifiacant benefit of strategic business planning
long term vision and destination of the facility
What color scheme is being used when golf shirts have been arranged in a light to dark display
monochromatic
why is it important to develop a personal vision statement
provides direction to a career
what are ways to connect with other professionals who have industry experience to gather info about the industry
shadowing, mentors, networking, informational interbiews
A player plays his ball from the tee, it deflects off a maintenance vehicle and comes to rest OB. What is the correct procedure
stroke and distance
how can you utilize the work experience poirtfolio to write a resume?
the work experience portfolkio can be used to focus resume content and align it with a particular position
Employers look for core skills that translate over multiple industries
true
Helping establish a starting point for goals, objectives, and related strategies is an appropriate use of the SWOT analysis.
true
typically a written set of core values is developed in defining the business phase of the business planning process
true
what is part of the explore stage in the career planning process
understanding the scope of the industry
A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be follow in a routine situation
False
A golf car fleet program benefits the golf pro because it eliminates the need for a caddy program
False
A lip wall or face at the edge of a prepared area consisting of soil or grass is part of a bunker
False
A player who deflects her ball is considered an outside influence
False
A players caddy is an outside influence
False
A practice swiing that strikes the ball is counted as a stroke
False
A provisional ball can be played for a ball that may be lost in a penalty area
False
A provisional ball can be played when the original ball may be lost only in a penalty area
False
Assessing the current state of business is the most significant advantage of strategic planning
False
At the players option dew and frost are temp water or loose impediments
False
By definition the flag stick must have a flag attached to its top end
False
Clarification of job responsibilities is one of the added values provided by the strategic planning process
False
Destination areas are positioned to take advantage of high traffic corriors
False
Sand on the fairway is a loose impediment
False
Sand on the green is a loose impediment
False
Expectations are a key requirement for good customer relations
False (systems, staffing, resources)
The teeing area should be a minimum of 3 club lengths in depth
False 2 club lengths
The diameter of a golf hole is 4 1/2 in
False 4 1/4
In match play concession of a stroke may be withdrawn if the player misunderstood the number of strokes taken
False concession is final
Flouresent lamps will provide the best accent lighting in a golf shop
False directional light
The floor layout of sales oriented planogram will provide direct access to the pos area from the high value destination items within the retail environment
False floor layout should direct customers through many places
A player who uses two caddies must be disqualified even if he only uses them one at a time
False the player receives general penalty of two strokes if caddies are used at the same time
The rectangular rack is designed to show large quantities of hanging merchandise in a single style
False. Best for a wide variety of hanging merchandise
A player who voluntarily checks her downswing before the club head strikes the ball is still considered to have made a stroke
Falsee
What are the 5 phases of the PGA business model
Find the business Assess the current state of the business Develop goals, objectives, and strategies Develop financial forecasts and budgets Monitor performance
According to golf car fleet module who oversees overall administration of the fleet concession
Fleet Manager
Gaccording to the golf car fleet management module what is an added value golf cars can bring to facility
Generates revenue and potential profits which can offset facility expenses
What is the most important consideration when allocating floor space
Items with high turnover should receive a greater amount of floor space.
What is the value of establishing destination areas in your shop
Lead customers through other departments
Why should drivers be informed of the facilities restrictions that limit where golf cars can be driven
Limit damage to course
In which situations is a stroke and distance penatly a players only option
Lost ball out of bounds
you are in the process of completing a business plan for the golf shop initial forecast of sales expense and profit has 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 on how inside and outside factors will effect the business
What color scheme is represented by a 4 way display consisting of white, black and grey pants
Neutral
A player repairs spike marks on the line of putting green
No penalty
A player returns his scorecard with correct hole scored but incorrect total score. What is the ruling
No penalty
A player touches his tee ball prior to making his stroke and the ball falls off the tee. What is ruling?
No penalty
In stroke play competition Parker asks Walden to lift his ball in the fairway as it might interfere with his stroke.Walden is closer to the hole so he chooses to play first rather than lifting. What is Walden's penalty
No penalty
In the teeing area a player asks an opponent if there is a bunker on the left side of the fairway the opponent responds in the affirmative. What is the ruling
Nothing neither receives penatly
A players ball lands in a bunker containing temp water the only dry area is closer to the hole. What would be the ruling if the player drops outside bunker
One stroke penatly
Accou=riding to the golf cart fleet management module restrictions on where golf cars can be driven should be included as a part of what documents
Operating rules
How is honors determined before the start of the match
Order of the draw
What single variable has research shown to be closely associated with long term financial performance
Organizational service climate
In match play a player wins the 1st 3 holes but then discovers 15 clubs in his bag what is the status of the match on the 4th tee
Player is now one up. Largest penalty is two holes
Describe the primary purpose of a promotional table
Present large quantities of marked down or advertised merch
a golf pro 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 app for his missing information. What important element is missing from his plan?
Proposed mission statement
What is the best way to foster customer loyalty
Provide what customers need
A players ball comes to rest against the rake when he removes the rake the ball rolls into an adjacent bunker what should he do
Replace ball to original position
What is the primary purpose of the rectangular display rack
Show large quantities of hanging merch
What is the recommended standard for folded shirts
Size top to bottom small to large
What is the rec standard of hanging merch
Sizing items left to right smallest in front
What is an example of a satellite control system capability
Speed controls keeping people out of areas
Detailed policies and procedures at the heart of 1 of 3 element necessary to support the delivery of superior customer service
Systems
The head pro made the following observations at the staging area for shotgun event Area was fully staffed Necessary supplies were available Cars were missing towels, scorecards, and sand A breakdown in what key customer relations requirement would most likely account for the situation
Systems
According to the rules of golf who determines how and when a tie in stroke play will be decided
The committee
What is the most indicative of a well run golf car rental program
The condition and attractiveness of the cars
What determines when a players ball is out of bounds
The entire ball lies outside the inside line of the out of bounds stakes
Who generally develops and adopts local rules in a facility
The golf club committee
Who should provide direction for creating the business plan at a golf operation
The golf operation stakeholders
What is the primary product of the golf business according to the customer relations A module
The golfer's experience
In a four ball stroke play event a player is late for his tee time and arrives after his partner has teed off on the 4th hole. What is the ruling
The late player may join on the 5th hole without penalty
An observer who deflects a ball is considered an outside influence
Tru
A ball at rest in a penalty area is a "ball in play"? (T / F)
True
A dead bird lies near a players ball in the same bunker the bird may be removed without penalty
True
A fleet rotation program will result in equal use and fewer golf car breakdowns
True
A planogram includes a birds eye view of the golf shops arrangement of merch display
True
A player removing a small amount of dew from just in front of his ball on the line of a putt results in a player incurring a penalty
True
A presentation of the same color golf shirt ranging in intensity front he palmist to deepest is employing the monochromatic basic color scheme
True
According to merch and invetory management course every sign in a shop should be placed in a sign holder
True
After making his stroke player A asks Player B how many strokes she has taken. Player B responds that she has taken 3 strokes. Player a then plays another stroke and player B corrects her answer to 5 including her last stroke. Player A can claim the hole in match play.
True
At the players option snow and natural ice are either loose impediments or when on the ground temp wayer
True
Customer acquisition cost often exceed customer retention cost
True
Proactive planning is one of the anticipated outcomes of strategic business planning
True
Staff should be involved in effective business planning to create a sense of ownership
True
The head pro is explaining the clubs no starting on the 10th tee policy to a foursome attempting to do so he explains the reasoning for the policy and politely extends an invite to place them off next on 1. This scenario illustrates the concept of dual perspective of customer relations interactions
True
There is no penalty for lifting a ball from a penalty area to identify to whom it belongs.
True
Time is a factor effecting the value of any resource
True
How should one approach selecting the right amount of insurance for their golf car fleet program
Work with insurer to identify hazards and risks specific to your facility
What part of the resume concisely describes a summary of skills and qualifications gained from work experience as a golf professional?
action statements or power statements that begin with verbs
