PGA PGM Level 1 Study Guide

What is the difference between a career ladder and a career lattice?

Ladder-linear or directly upward career progression Lattice- combination of sideways and upward career movements

A Teaching professional wants to spend facility resources on game tracking software for her elite-level players. Her facility has recently adopted a new growth of the game initiative. Which would be a source of potential conflict in this scenario?

"defining the business"- different goals between instructor and facility

What type of car flow should a well-designed storage facility support?

"first in, first out" unidirectional flow of cars

What single variable has research shown to be most closely associated with long term financial performance?

"relative perceived product quality" what customers defined as quality

What defines the measurement of energy lost or retained when two objects collide?

COR (clubhead and the ball)

What is the purpose of program objectives?

Clarify what the facility intends to accomplish by when and how it will be accomplished through promotional efforts, staff training, operational changes, or other measures

Explain the difference between a core industry segment and an enabled industry segment.

Core industry produce goods and services used to play the game and operate facilities. Enabled industry produce other economic activity that the game of golf enables such as tourism and residential construction.

"Brought in more events increasing revenues" is an example of a power statement. (T / F)

False

"Collaborating for mutual gain" is one of the interpersonal skills presented in the Customer Relations Manual. (t/f)

False

"Communicating your concerns to others" is one of the interpersonal skills presented in the Customer Relations Manual. (t/f)

False

"Develop and promote group lesson programs aimed at women and juniors "is an example of an effective business objective. (T / F)

False

"Giving specific feedback" is defined in the Customer Relations Manual as "responding to others in a way that shows you genuinely understand what they have expressed." (t/f)

False

"Increase merchandise sales in the golf shop" is an example of a SMART goal. (T / F)

False

"Modifying your ideas to include other's contributions" is more likely to be part of the supporting strategy than the involving strategy. (t/f)

False

"Positioning" refers to how far up or down the hands are placed on the club's grip. (T / F)

False

A "pull hook" occurs when the swing path is outside-to-in and the face is closed. (T / F)

False

A "push shot" occurs when the swing path is outside-to-in and the clubface is square to the target line. (T / F)

False

A PGA professional needs to accept the initial terms of employment offered by the perspective employer or risk losing out on the job offer. (T / F)

False

A career lattice characterizes an upward career progression. (T / F)

False

A cash budget records cash and credit transactions. (T / F)

False

A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be followed in a routine situation. (t/f)

False

A facility gives up control of its fleet when it leases its golf cars. (t/f)

False

A facility's financial objectives could be achieved through operational strategies alone. (T / F)

False

A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. (t/f)

False

A golf club manufacturer is an enabled industry. (t/f)

False

A hole-by-hole score sheet is the most efficient type of score sheet to use for a shotgun-start event. (T / F)

False

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

False

A one-time Sunday evening members-only scramble is an example of a player development program. (T / F)

False

A phone allowance is considered a basic benefit. (T / F)

False

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

False

A resume should begin with listing education first and then work experience. (T/ F)

False

A teaching professional's existing schedule of individual lessons should be considered a player development program. (T / F)

False

A vision defines the short-term objectives that must be accomplished in the upcoming year. (T / F)

False

A yield analysis is used to compile a facility's historical data on the number of rounds played. (T / F)

False

According to a PGA of America study, lack of opportunity for instruction is the primary reason for low participation in golf instruction. (T / F)

False

According to surveys conducted by the National Golf Foundation, less than 10% of the golfing population generates more than 75% of the revenue. (T / F)

False

After taking his stroke, Player A asks Player B how many strokes she has taken. Player B responds that she has taken 3 strokes. After taking her next stroke, Player B corrects her answer to 5 including her last stroke. Player A can claim the hole in match play. (T / F)

False

An instructor should set the goals of the lesson before instructing and observing the student. (T / F)

False

An opponent who deflects a ball is considered an "outside influence". (T / F)

False

As customer requirements are met, they become customer expectations. (t/f)

False

Autonomous learning is the first phase of learning a student will pass through when learning a new golf skill. (T /F)

False

Because abnormal conditions may exist on the golf course, the Committee may establish Local Rules that waive a Rule of Golf. (T / F)

False

Better cash flow is one benefit of a fleet rotation program. (t/f)

False

By law, facilities retain control of how independent contractors teach golf. (T / F)

False

Career Consultants provide fee-based services to employers. (T / F)

False

Changes in performance that result from increased motivation are suitable as evidence for learning? (T / F)

False

Changing the budget when the facility is falling short of budget projections is both unacceptable and unproductive. (T / F)

False

Clubface angle position and clubhead path at impact are less important considerations when putting than when hitting full swing shots due to slower clubhead speed. (T / F)

False

Competing movements encountered in new skill learning can cause a motor program memory to be forgotten. (T / F)

False

Confidence is a performance characteristic that is observed as learning takes place. (T / F)

False

Consider the following statement as part of a business plan: "Improve range profits and customer satisfaction." According to the Business Planning course, this statement is an example of an objective. (T / F)

False

Consulting your attorney is the best option for formulating golf car safety policies and procedures. (t/f)

False

Cost of goods sold is an example of qualitative data. (T / F).

False

Customer demographics is an internal factor. (T / F)

False

Depreciation allowances must be accounted for in a cash flow budget. (T / F).

False

Drawing others out and getting them to actively express their ideas, feelings, and points of view best describes the interpersonal skill of "showing understanding." (t/f)

False

Early success in golf for Juniors is the reliable predictor of long-term success. (T / F)

False

Encouraging open expression is the initial interpersonal skill implemented when using the supporting strategy. (t/f)

False

Face is an example of law while path is an example of principle. (T/F)

False

Facility maintenance personnel must attend manufacturer's service clinics to become sufficiently qualified to perform preventive maintenance and repairs on the manufacturer's cars. (t/f)

False

Fleet size is a golf course characteristic. (t/f)

False

Golf cars should be arranged by player name for a tee time start. (T / F)

False

Golfer Portraits identified new golfers and juniors as the most promising golfer segments for player development programming. (T / F)

False

Helping others to look at a situation from a fresh perspective to see new possibilities describes the "providing a compelling rationale" interpersonal skill. (t/f)

False

In a cash budget, transactions are only recognized at the time they occur. (T / F)

False

In challenging interactions, the "offer" phase of the positive engagement routine includes a restatement of the problem in a way that suggests a workable solution. (t/f)

False

In the Customer Relations Manual, being a good listener is defined as "opening channels of communication in order to minimize misperceptions."

False

It is best to narrow one's focus to a specific job when exploring career options. (T / F)

False

Linear trend analysis and base year analysis are examples of vertical analyses. (T / F)

False

Long-range planning should initially assume an adversarial relationship between neighboring facilities that directly compete with each other. (T / F).

False

Lower maintenance is a benefit gas cars have over electric cars?

False

Mission statements should include a definition of the facility's underlying financial model. (T / F)

False

Most non-professional tournaments are one-day stroke play events. (T / F)

False

Motor learning has taken place when the improvements in skill technique were caused by changes in motivation. (T / F)

False

Off-center impacts will influence the distance of a putt but have little influence on initial direction. (T / F)

False

Offering to suggest some options would be an example of employing the "supporting" strategy with a member who has arrived ten minutes after his tee time on a fully booked day. (t/f)

False

Opening a new driving range 5 miles away would be a relevant factor for making assumptions about the number of rounds likely to be played in the coming year. (T / F)

False

Others are seeking guidance from the person who has a solution to their concerns is an appropriate situation for using the convincing strategy. (t/f)

False

PGA Member who has earned Specialized status is qualified to pursue the PGA Master Professional Program. (T / F)

False

Performance production measures are the result of the movement. (T / F)

False

Regardless of the scope of the event, the review should be as detailed as possible. (T /F)

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." (t/f)

False

Responsible, involved, and helped are effective action words to create a power statement. (T / F)

False

Sand on the fairway is a "loose impediment". (T/ F)

False

Scorecards are required in tournament play regardless of the format. (T / F)

False

Selecting appropriate activities is the first step in a lesson progression. (T / F)

False

Spalding is a system of handicapping the unhandicapped. (T / F)

False

Stating your purpose clearly is the initial interpersonal skills used with the convincing strategy. (t/f)

False

Stating your purpose clearly typically requires you to list important criteria that need to be addressed if the problem is to be satisfactorily resolved. (t/f)

False

Storage facility ventilation is less critical for an electrical car fleet than for a gas car fleet. (t/f)

False

Strategies for promoting tournament business will differ from strategies for promoting tournaments. (T / F)

False

Students can expect a slower rate of learning as they progress through the three phases of golf skill learning. (T /F)

False

Tempo is a measure of the number of times a shaft oscillates in a unit of time. (T / F)

False

The "offer" step in the positive engagement process is the first time you show your willingness to engage in problem solving. (t/f)

False

The "supporting" strategy is appropriate when one is clear about what needs to be done and the other person accepts the organizational role assignments. (t/f)

False

The Callaway handicap system relies on players having established handicaps. (T / F)

False

The Head Professional is explaining the club's "no starting from the 10th tee" policy to a foursome that has attempted to do so. He explains the reasoning for the policy and politely extends an invitation to place them as the next group off #1 tee. This scenario illustrates the concept of the dual perspective of customer relations interactions. (t/f)

False

The SWOT analysis would treat opportunities and threats as factors that usually can be controlled by the facility. (T / F)

False

The Tournament Committee is required to include the competitor's name and handicap on the scorecard. (T / F)

False

The Tournament Director's main role on the day of the tournament is to be available for implementing contingency plans should something go wrong. (T / F)

False

The best time to use the interpersonal skill of "stating your purpose clearly" is when you need to build trust and purpose. (t/f)

False

The degree of liability retained by the dealer/manufacturer largely determines the lease price of their cars (t/f)

False

The divisor in the linear trend formula-average percentage is the number of years of change being measured. (T / F)

False

The facilities terrain is the main determinant of what type of cars (electric or gas) should be selected. (t/f)

False

The first decision to be made by the facility's tournament coordinator and the client should be the event format. (T / F)

False

The golf facility's tournament schedule should be considered when estimating the number of cars a facility needs. (t/f)

False

The handle of a club should be placed a few inches in front of the ball for the basic pitch shot. (T / F)

False

The handle of a club should be placed even with the ball for a basic chip shot. (T / F)

False

The higher loft of wedges is the reason why lie angle is a less important factor when fitting wedges than when fitting drivers? (T / F)

False

The law of "centeredness" concerns the alignment of the clubface and the body in relation to the target. (T / F)

False

The law of "face" governs the exactness with which the ball makes contact on the face of the club relative to the percussion point. (t/f)

False

The new manager of a ten-year-old private course, currently doing an average of 5,000 tournament rounds per year, proposes to increase tournament rounds by 50% by the end of next year. This proposal meets the criteria for an effective business objective as presented in the Business Planning Course Manual. (T / F)

False

The percentage of core golfers taking lessons has been growing in recent years. (T / F)

False

The possibility of rain is an important consideration when selecting a hole location on the green. (T / F)

False

The post-tournament review might be analyzed to determine future groupings. (T / F)

False

The purpose of a step-by-step engagement process is to give golf professionals an orderly way of getting the customer to calm down enough to understand the problem from the professional's point of view. (t/f)

False

The size and car selection of the fleet is most important for achieving a successful golf car rental program. (t/f)

False

The successful use of the directing strategy characteristically involves encouraging others to find a solution and then helping them to understand your role in implementing it. (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

The tournament staff should create groupings of evenly matched players in order to maintain a good pace of play during a social event. (T / F)

False

The utility of a business plan for managing day-to-day operations depends on the accuracy of your assumptions. (T / F)

False

Using examples, being specific, and repetition are styles of communication that instructors use to convey meaning. (T / F)

False

Verbal expression is the best way to demonstrate an attentive communication style? (T / F)

False

When defining the role of a tournament, it is important to remember that tournament objectives and strategies will differ from those in the facility's overall business plan. (t/f)

False

While adding the third lever creates some potential for improving timing and consistency, it also can cause some distance problems. (T / F)

False

Your finalized operating budget will show whether or not you have the money to pay. (T / F)

False

The diameter of a golf hole is 41⁄2 inches. (T / F)

False- 4 1/4 inches

By definition, the flagstick must have a flag attached to its top end. (T / F)

False- a moveable pole that is placed in the hole

A provisional ball can be played for a ball that may be lost within a penalty area. (T / F)

False- only for out of bounds or outside penalty area

The teeing ground should be a minimum of three club-lengths in depth. (T / F)

False- teeing area...two club lengths deep not three

A caddie is an outside influence. (T / F)

False-any person except you and your caddy or partner or opponent or any of their caddy is an outside influence

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

False-as long as he uses one caddy at a time it is okay

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

False-concession can't be withdrawn or declined

The margins of a bunker extend vertically upwards and downwards. (T / F)

False-extend vertically downward not upward

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

False-if in penalty area, play original ball or take penalty relief

Standards of Player Conduct can be the determinant of who has the honor. (T / F)

False-its acting with integrity; showing consideration to others; taking good care of the course

At the player's option, dew and frost are either temporary water or loose impediments. (T / F)

False-its snow and ice that are either temporary water or loos impediments

What are the four major design considerations for a storage facility as presented in the Golf Car Fleet Management Manual?

-location in relation to the clubhouse -adequate space and efficient layout -proper ventilation -safety and security features

List factors that should be considered when evaluating a job offer.

-location of the facility -job description -salary and benefits -coworkers -level of responsibility -challenge of the job -long range potential -compatibility with management

The assistant golf professional has been asked to devise a plan to promote the facility's teaching business to the seniors segment of the facility's customer base. What consideration should be included in the plan?

-more time flexibility and respond better to weekday leagues and other regularly scheduled organized play options -good candidates for regular short game clinics focused on a relevant topic, such as how to compensate for a declining long game

What is one example of a performance metric?

-number of rounds -yield management -revenues per round -COGS as % of sales -gross margin as a % of sales

What are the seven keys to effective demonstrations?

-plan and prepare -strive for clarity -show passion and enthusiasm -use proper voice projection -vary vocal pitch -pause before and after important points -act confidently

What is an anticipated outcome of testing financial projections using different scenarios and assumptions?

-revise and update financial forecast -a specific one year operating budget for the teaching business -a specific one year cashflow budget for the teaching business

What is an anticipated outcome of analyzing and evaluating data to indicate strengths and weaknesses?

-statements of past and current financial performance for teaching business -other ratings of success relating to teaching and business objectives -swot analysis for entire business and teaching business

What is true regarding the lifting of a player's ball?

-to identify it -when it is on the green -to see lie conditions

What are the key points to remember when using a power statement?

-use short and concise bullet points -begin each point with a power verb -statement should be result based -use stats to quantify -sequence bullets to align

A player has a total of 30 through the 8th hole. She scores a 4 on the 9th hole but accidentally enters the front nine total of 34 as the score for the 9th hole. The scorecard is signed and submitted with the error. What is the front nine score?

64

Golf shop sales of $100,000 yield a gross margin of $30,000. What is the percentage of the cost of goods?

70,000/100,000=0.7 70%

As a rule-of-thumb, about how many square feet should be allocated per golf car when designing a golf car storage facility?

70-75 square feet per car

Roughly what percent of the car fleet will be in service on a normal day?

75% of the fleet rented out on a normal basis

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?

Monitor Performance-(the final stage of business planning)

Who should provide direction for creating the business plan at a golf operation?

PGA Professionals

Which characteristic of goals and objectives is described as capable of being observed, recorded, and measured?

Specific- objective must be tied to specific outcomes that can be observed, recorded, measured

When a manager modifies an idea to include other people's contributions, they are most likely employing what interaction strategy?

involving strategy-desired outcome is participation

What is the correct budget category for labor forecasts?

it goes under golf expenses under the operating budget

What would be the most appropriate initial response to facility income not meeting projections?

it would be appropriate to modify their actions in order to achieve the objectives, after carefully monitoring results

How might revenues be affected at a nearby daily fee course if the local tire plant has major layoffs?

it would do poorly because it is a threat to the golf course. The economy of the local community would not do as well.

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?

just replace back on its original spot, no penalty

Define the term "connection."

keeping the arms the same distance from the body all the way through the swing

What events would cause a change in the forecast for golf shop expenses?

labor, maintenance, training, hourly workers

The head professional's plan for a new Player Development program was rejected by the board of directors. What is missing from the proposed plan that would justify the board's decision?

lack of budget

What is the easiest parameter for a club performance specialist to change through properly fitted equipment?

launch angle

Players with poor speed control when putting should do which of the following?

learn to shorten backstroke for short putts, and lengthen backstroke for long putts

What can teachers expect to improve as a result of listening to their students?

learning and building the relationship

What is a typical advantage of the left-hand low putting grip?

left wrist is less likely to collapse on forward stroke

What should instructors limit the amount of to help students process information from short term to long-term memory?

limit amount of info and point out one or two cues

You are concerned about a decline in business growth. What method would be most effective in portraying your overall financial history?

linear trend analysis

What is the most underestimated and important component of good customer service?

listen

What is the proper provision for delivering emergency first aid to the participants in a large event?

local physician or medical safety consultant; some facilities have an ambulance or paramedics on the course

Where would a tournament participant likely confirm his starting hole assignment on the day of a shotgun event?

locker room

What effect does adding bounce angle have on a golf club?

loft increases as well

In addition to high ball velocity, what launch parameters will a golfer seeking maximum distance with their driver attempt to achieve?

low spin rate

How will a club play if it is shortened?

lowered swing center causes inconsistency and loss of distance because you are hitting with a shorter lever

What step of the positive engagement process is being used when an employee pays particular attention to details and then takes independent action consistent with those details?

make an extra effort

In a challenging interaction, what should the golf professional do when the possibility of a negative outcome is increasing?

make an extra effort- look for ways to provide meaningful extra touch to the solution

What has the greatest potential to increase golf car revenue?

mandatory riding policy

The price of a fleet will vary according to what factor?

market competition; type of equipment; freight charges; taxes; preparation charges; fleet size

What is the most appropriate tournament format for players who may have one or more high scoring holes?

match play events

Your facility has enough cash reserves to purchase golf cars for the fleet. However, a local bank will lend you 100% of the money you need for the purchase with no money down. In the long run, which is the least expensive option?

maybe better to take the money from bank since you want to keep a certain amount of cash with you in case of slower months

Why should a segmentation study be used when designing player development programs?

measure students commitment to the game

Listing tournament winners in the newspaper is an example of which tournament review task?

media

Where does the ability to retrieve accomplished swing skills reside?

memory

According to the 2004 Guadagnoli and Lee study, what is the optimal challenge point?

middle ground of challenge- between over challenged and under challenged

Generally speaking, how many times an hour will a properly ventilated storage facility recycle its entire volume of air?

minimum 5 times an hour

The head professional created a player development program designed for 12 women new to the game. After the first session she noticed that the participants had a wide range of varying skills and individual needs. What would be the best course of action in response to this situation?

modify the objectives for the lesson to meet these evolving needs

What is the most significant benefit of a point-of-sale system to a manager?

most of them automatically calculate the amount and/or percentage above or below....plan the actual numbers at the end of the day, week and month

What is the first thing an instructor should test when determining the physical capabilities of a junior golfer?

motor skill ability-throwing, striking, running, hopping, skipping, jumping, kicking, etc

What is likely being evaluated when an informed instructor asks a junior golfer to throw or kick a ball?

motor skill test

Which is a criterion for identifying player development objectives?

must be specific and stated in measurable terms, include targets for retaining new and existing customers; realistic and achievable

In a properly struck chip shot, why should the ball position be right of the swing center with the club shaft leaning left?

natural pendulum arm swing

Where should the scoring area be located for a regional or sectional championship?

near the last green, but away from the area of play

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

no penalty, both partners don't need to be present at all times as long as one partner is playing

In stroke play competition, Player A asks Player B to lift his ball in the fairway as it might interfere with his stroke. Player B is closer to the hole, so he chooses to play first rather than lifting. What is Player B's penalty?

no penalty, playing ready golf

On the teeing ground, 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?

not considered an advice because it is helping to locate a bunker on the course...public info is okay

The following agenda was part of a golf range business plan: "Purchase 175 dozen new range balls and rotate usage three times a year. Who: Head Professional. When: End of First Quarter. Cost: $1500." According to the Business Planning course, describe the business plan component represented by this statement?

objective, strategy, and action plan

During tournament play, a ball lands in a pile of ice behind a concession stand. According to the Rules, how is the pile of ice classified?

obstruction

What is a good way instructors can be sure a student does not get lost when the lesson transitions from one physical or conceptual activity to another?

offer clarification-continually remind students of what they are supposed to be doing, why it is important for them to do so, prevents students from believing they are just

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

one full time maintenance person

What are the types of golf car fleet lease agreements?

operating lease; capital lease; municipal lease; adjustable payments; staggered delivery

According to the Golf Car Fleet Management Course Manual, restrictions on where cars can be driven should be included as part of what documents?

operating rules

What combination of a ball flight law and a principle would most likely result in a slice?

outside to in path, open clubface at impact set up

Players are arriving at the golf for a shotgun start event and are having trouble locating their golf cars. Which arrangement method would have eliminated this problem?

parked in a straight line according to hole assignment

What event file should be kept in chronological order?

past tournaments

What is recommended as a means by which teaching professionals can retain their passion on the lesson tee?

periodically review and recognize reasons for entering the occupation, identify what sparks their enthusiasm, and refocus on goals/purpose

What is the appropriate source for providing a member or associate with help in job networking, career counseling, and resume writing?

pga career consultants through pga.org

At which stage of the player development planning process should consideration be given to how new programs would blend with the other operational departments at the facility?

phase 1: create an overall design creation

What is the shaft's kick point?

point in the shaft where the degree bending is the greatest

According to most good putters, where should the ball position be at address when putting?

position ball forward of center

A golf instructor suggests a bent left knee when teaching a student how to hit a mid-iron. What element of the PGA swing model is involved?

preferences

What category of the PGA swing model is involved when a student has been instructed to lighten his grip pressure to achieve greater clubhead speed?

preswing principle-grip

According to the Customer Relations Manual, what must accompany good interpersonal skills to achieve high quality relations with your members and customers?

procedures to guide and support them

The total annual sales for a golf shop for the past five years are listed below: T otal Year Annual Sales 1 $ 98,000 2 $100,000 3 $123,000 4 $121,000 5 $133,000 Based on a simple trend projection, what is the most reasonable expectation for the coming year? What is the average percent change?

process: [(y2-y1)/y1 + (y3-y2)/y2 + (y4-y3)/y3 + (y5-y4)/y4]/4 =0.08 =8%

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: 12345 WEEKENDROUNDS: 16,000 14,500 16,800 17,400 ?

process: (y2-y1)/y1 + (y3-y2)/y2 + (y4-y3)/y3= .101/3=0.034 y4 x 0.034=591 y4+591= 17,991

Where should a facility's promotions be directed if the business objective is to increase tournament play in general?

promotion aimed at the golfing public at large will be effective

How is the term "timing" defined in the course manual?

proper sequence of the body and club movement to produce the most efficient result

What would be an anticipated benefit of documenting the facility's golf car safety program?

proves that facility has shown due diligence in order to reduce risks and inform golf car users about possible hazards and how to avoid them

How can a player development professional cultivate support from facility managers and owners?

provide data and evidence that demonstrate that player development programs contribute to overall success and profitability of facility

Why is it important to develop a personal vision statement?

provides a direction to career; vision statement is a brief description of an ideal future as a PGA professional

What is provided in the "Strategies to Succeed" section of the Career Fitness Manual?

provides a helpful starting point for developing goals. it lists various approaches to take while drafting a career path

A customer tells the head professional that he can get the same set of clubs for $45 less at a discount store. After acknowledging the customer's concerns, he said, "I want to keep you as a satisfied customer, so why don't we take a minute to go over the kinds of services we are able to offer through our pro shop." Which interpersonal skill did the head professional use in her follow-up response?

providing a compelling rationale

A customer tells the head professional that he can purchase the same club from a discount shop for $25 less. The head professional responds, "We strive to offer our products at a fair price supported by outstanding service and expertise." Which interpersonal skill did the head professional exhibit with this response?

providing a compelling rationale

According to the interpersonal skills model used in the Customer Relations course, which interpersonal skill best describes what the following statement by the head professional represents: "While I would like to put more course marshals on the fairways to help solve the crowd control problem, we don't have the budget and have not been able to attract enough qualified volunteers."

providing a compelling rationale

What is the interpersonal skill defined as "communicating the benefits of pursuing a particular course of action?"

providing a compelling rationale

Which interpersonal skill is represented by the statement, "When we implement the new speed of play policy, we will benefit in two ways. . .?"

providing a compelling rationale

An assistant professional finds herself faced with a situation calling for the directing strategy. However, she remains unsure because she does not feel good about any of the apparent options. Which interpersonal skill should she rely on for guidance in this situation?

providing a compelling rationale/ stating your purpose clearly

What information would be most useful to the planning team interested in measuring the facility's past or current success?

quantitative data on the annual revenue of past/present performances

What is the power transfer ratio formula?

ratio of ball divided by clubhead speed

What is the most effective means by which teachers can improve their instructional skills?

reflective teaching-where teachers question the what, how, and why of their teaching

Which interpersonal skill 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"?

reframing difficult situation

What should a golf professional do to encourage golfers to participate in the entire player development program?

register and track participants

Students have been having problems registering for the facility's new player development program. What is the source of this breakdown?

registration might be confusing...must be easy for students and staff to understand...needs to be consistent

According to the Tournament Operations Manual, where would a tournament participant typically find a rules and information sheet on the day of the event?

registration table

What PGA terminology is described by allowing the arms, hands, body, and club to return to and through the correct impact position?

release

You plan to lease a new fleet of 60 gas-powered golf cars. Your facility averages about 35,000 rounds of play annually. Based on the facility's history, you estimate about 25 percent of the rounds will be played by customers who rent a golf car. What else do you need to know to estimate gross revenue from the fleet concession?

rental fee per car (rental fee per car) x (number of round per car) x (num. of cars in fleet)= est. gross revenue

What is the definition of the "cost of goods sold?"

represents the value (at cost) of all merchandise sold to customers, stolen, lost, damaged, or destroyed during a period of time

What is the most important characteristic one should look for in a golf car dealer?

reputation for customer service and follow up; price and items offered; promptness and process for delivery; location; availability for parts, service, and warranties; willingness to deal on leasing or purchasing terms

What variables are necessary to achieve high-level performance from the teaching staff?

requires competent people who are given the resources needed to carry out a task effectively variables-performance standards, resources, feedback, and consequences

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

resources

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

resources

What is one reason that teachers should be warm in their relationships with students?

responsible for displaying the attitudes expected from students

Why should instructors analyze their behavior and keep a teaching journal?

reveals patterns that offer insights into teaching that are not found from other sources

Why should teachers seek empathy with their students?

reveals solutions and alternatives to problems previously not seen

What is the formula for Merchandise Net Operating Income?

revenue- (cost of goods sold + operating expenses)= net operating income

When assessing the current state of a facility's tournament business what data is important to obtain from past tournament records?

revenues (amount and sources); number and type of events, and rounds generated; services offered; current tournament customer base; staffing levels; customers kudos and complaints; competition from other facilities

What is usually broken down into categories based on product lines or shop activities?

revenues; cost of goods sold; gross margin; labor; rent; utilities; marketing and promotions; insurance; education and travel; golf car leases, payments, and expenses; depreciation; interest; tax

According to the Business Planning Course Manual, what is usually the largest contributor to the bottom-line profit of the facility?

rounds

What metric should be part of every forecast regardless of the type of facility?

rounds: directly affects the health of most of the departments and revenue sources at a facility.

What term describes a ball in motion accidentally striking an outside influence?

rule 11.1-your ball in motion accidentally hits person or outside influence

What is one of the techniques used to validate assumptions

scenarios and sensitivity analysis; historical review; expert review

What behaviors exemplify empathetic teaching by the instructor?

see the world from the students point of view -be patient, accepting, and encouraging

According to the PGA swing model, identify the principles?

set up swing plane arc width arc length lever system release dynamic balance swing center clubhead lag connection lead wrist position at impact tempo timing rhythm

What principles will help hit the ball farther?

set up, arc-width, arc-length, dynamic balance, swing center, body rotation, arm swing, transition, clubhead lag, connection, lead wrist position at impact, timing, rhythm

Arranging golf cars numerically by hole order is the best option for what type of tournament start?

shot gun

How should golf cars be staged when using a 2-tee start?

should be separated accordingly w/ easy route access to assigned tees

What can an instructor do which likely would cause students to learn at a faster rate?

show more enthusiasm

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?

showing understanding

What are the initial skills used in implementing the "supporting" strategy with your first assistant golf professional?

showing understanding

What interpersonal skill is most readily supported in the greet phase of the positive engagement process?

showing understanding

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 and reframing difficult situations

What sense do immediacy actions induce in students?

signals warmth and care to students

A private facility is planning a promotional activity to introduce their new player development program for attracting new senior players. This activity includes three lessons followed by a three-hole scramble after each lesson. What is missing from this player development program?

size and schedule; budget

What are ways to convey enthusiasm for the students and the subject?

smiling, using descriptive/animated explanations, and investing time in planning and reflecting on a lesson

What are the "SMART" characteristics of an effective goal?

specific, meaningful, achievable, realistic, time-oriented

Why should golf instructors use a business plan?

spells out clear goals for teaching program that are consistent with the mission of the facility

What method do managers use to increase their knowledge of financial performance and controls?

spot audits:crucial in tracking and controlling inventory and financial performance

What examples would be considered internal data sources for planning purposes?

staffing, course maintenance, types of amenities, and business marketing and promotions-basically any info that can be generated onsite

What is one way a challenging interaction usually will differ from a routine interaction?

stakes are higher; require more iterations between listening and offering and greater skill using greet process to reveal root cause of customer's problem and best possible solution

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

To help others understand your intent, which interpersonal skill would you employ?

stating your purpose clearly

What interpersonal skill is best exemplified by the statement, "I want you to be at work before 6:30 AM on days when the landscape contractor is here"?

stating your purpose clearly

Which primary interpersonal skills are used in implementing the "directing" strategy?

stating your purpose clearly

What has research shown to be directly correlated with the teacher's level of enthusiasm?

student learning

What happens to the student in the early phase of golf skill learning?

student tries to understand the goal of the skill, how to perform the skill, and how to generate the desired movements

What can teachers expect to be an effect as a direct result of committed listening to their students?

students are more inclined to share their thoughts and feelings honestly

What document provides the basic details of the event and an analysis of where it was successful and where it was not?

summary of document

A co-worker is having difficulty setting up a merchandise display. What strategy would you use to assist him if your intent were to avoid his losing a sense of ownership in creating the display?

supporting strategy

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 strategy-when seeking support, feeling the need to be understood; desired outcome is commitment

What performance characteristics are affected by the club's length?

swing mechanics and ball flight

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

The Head Professional 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?

systems

What is the simplest method of reflective teaching

taking a few minutes at the end of a lesson to reflect on the events of a lesson is the simplest and most common way of reflective teaching

What should instructors teach their students in their early learning phase?

teachers should show how "old" learning can facilitate "new" learning

What must teachers understand before an effective pattern recognition system can emerge?

teachers who are more proficient at analyzing golf swings understand how the components of a golf skill work together and recognize performance of one component of the skill affects the next component. this is known as pattern recognition

A golfer has small hands and a weak grip. Which grip option probably would be best for her?

ten finger grip

According to The Rules of Golf what is the name for a compilation of tournament information that contains the format, handicap rules and definitions of course conditions and markings?

terms of competition

What would be a Retention Test to determine learning?

test of a practiced skill after a period of time with no practice

Why might a fleet manager consider replacing golf cars that are in good condition?

that fleet can bring a high trade in value which in turn that money could be spent on a new fleet

"How do you feel about expanding our marketing efforts" is an example of "encouraging open expression." (t/f)

True

"Increased hard good sales by 25% by offering multiple demo days" is an example of a power statement? (T / F)

True

"Precision" refers to gripping the club the same way each time. (T / F)

True

"So what you are saying is that the changes we made in the last lesson are working really well" is an example of the "showing understanding" interpersonal skill. (t/f)

True

A "pull slice" occurs when the swing path is outside-to-in and the clubface is open to clubpath and closed to target. (T / F)

True

A Four-Ball stroke play event is best described as two-player teams selecting the better ball on each hole as the team score for that hole. (T / F)

True

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

True

A caddie may identify a found ball as belonging to his player. (T / F)

True

A capital budget is used for large-value items such as equipment and fixtures. (T / F)

True

A common mistake in teaching is the expectation that the student will be able to learn a skill from a verbal suggestion. (T / F)

True

A dead bird lies near a player's ball in the same bunker. The bird may be removed without penalty. (T / F)

True

A facility profile defines the overall culture of the business. (T / F)

True

A fleet rotation program will result in equal use and fewer golf car breakdowns. (t/f)

True

A golf car rental program will often produce a larger margin of profit than any of the facility's other income generating operations. (t/f)

True

A good way to implement the "involving" strategy is to provide clear and specific directions and then modify them as needed to gain the cooperation of others.(t/f)

True

A personal development summary details interests, strengths, weakness, and future personal development steps. (T / F)

True

A player attempting a short distance greenside bunker shot should use a steeper angle of approach than if attempting a longer greenside bunker shot. (T / F)

True

A preference is a personal choice that golfers make on how best to use the laws to improve their game. (T / F)

True

A routine interaction may require as much effort as a more challenging situation. (t/f)

True

A sound mission statement defines the long-term vision and core values of a facility. (T / F)

True

A student's improved performance by the end of the first lesson is evidence that learning has occurred. (T / F)

True

A typical job description for a fleet mechanic will include making cosmetic repairs to the golf cars. (t/f)

True

A well-planned promotional strategy will take advantage of free or inexpensive publicity. (T / F)

True

Accommodating customer preferences could result in a fleet plan that argues for fewer cars. (t/f)

True

According to the Business Planning Model, a business plan should build on and refine the operational plan. (T / F)

True

According to the Challenge Point Framework, the level of difficulty should be increased as a player improves or becomes familiar with how swing movements feel. (T / F)

True

Accurate record-keeping and tracking can document correlations between rounds played and new equipment sales. (T / F)

True

Allow 25% above the average daily demand for tournaments and maintenance is a general guideline for estimating fleet size. (t/f)

True

An important feature of a cash budget is cash flow patterns for the past 12 months are clearly indicated. (T / F)

True

An interactive "moment of truth" opportunity occurs when a customer's bag has been incorrectly tagged at the bag drop.

True

An observer who deflects a ball is considered an "outside influence". (T / F)

True

An untidy golf shop is an example of a non-verbal communication to a customer. (t/f)

True

Analyzing tournament records is a good means for finding ways to improve future events. (T / F)

True

As a general rule, stakeholders should assume that the return from promotional strategies designed to attract tournament business would be proportional to the level of their financial investment. (T / F)

True

Based on National Golf Foundation Surveys, "avid golfers" make up less than 30% of the golfing population but are responsible for over 60% of the revenue generated in the golf industry. (T / F)

True

Better ball is the best format for a corporate golf outing that includes golfers of varying abilities. (T / F)

True

Calculating yield involves knowing the relationship between the amount utilized and the amount available. (T / F)

True

Car path maintenance is considered a fleet expense for purposes of financial forecasting (t/f)

True

Centeredness of contact is one of the primary factors influencing the direction of a golf shot. (T / F)

True

Clients and tournament planners of successful events operate under the assumption that participants will enjoy unrestricted but temporary access to the golf-related facilities and services of the club. (T / F)

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. (T / F)

True

Conducting an opening interview is the first step in a lesson progression. (T / F)

True

Control of a fleet operation becomes limited when a lease is chosen instead of a purchase. (t/f)

True

Core skills are those that are useful in many golf industry positions (T / F)

True

Critical incidents are an effective place to start when writing a teaching journal. (T / F)

True

Customer acquisition costs often exceed customer retention costs. (t/f)

True

Demonstrations assist learning because modeling a skill conveys specific information about how to perform the skill. (T / F)

True

Determining a facility's tournament business goals largely depends on the demographic and economic conditions of its target market area. (t/f)

True

Effectively inhibiting unwanted movements is a characteristic of the autonomous phase of learning. (T /F)

True

Electric cars require more storage floor space per car than is necessary for the same number of gas cars. (t/f)

True

Electric-powered golf cars are heavier than gasoline-powered golf cars. (t/f)

True

Employing your own technicians will yield more net income than purchasing a service contract from the golf car dealer. (t/f)

True

Expectations are a key requirement for good customer relations (t/f)

True

Fans would have a positive impact on golf car demand during poor climate conditions (t/f)

True

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

True

Fleet planners should rely on customer preference when recommending an acquisition package. (t/f)

True

Fleet rotations should be kept as part of the maintenance record for each car. (t/f)

True

Fundamental movement skills should be the focus of pre-teen training? (T / F)

True

Generally, private golf cars are covered through homeowner's insurance plans. (t/f)

True

Golf car fleet programs benefit golf professionals because they give them the chance to demonstrate their value to an employer. (t/f)

True

Golf car trade-in value is a forecasting line item in a fleet budget. (t/f)

True

Golf professionals need to be familiar with fleet-related finances even when they neither own the fleet nor share in its profits. (t/f)

True

Golf professionals who share in the financial risks of a fleet operation increase their opportunity to benefit financially. (t/f)

True

Good mentors are resourceful and enthusiastic in transferring their knowledge and skills to protégés (T / F)

True

Gross profit is what remains after calculating the difference between revenue and cost of goods. (T / F)

True

Helping establish a starting point for goals, objectives, and related strategies is an appropriate use of the SWOT analysis. (T / F)

True

Higher price models may cost less in the long run due to lower maintenance and operating costs. (t/f)

True

If a swing is to stay connected, the body needs to be as much a part of the release as are the hands and arms. (T / F)

True

Improvement in golf skill performance due to increased strength and flexibility as a result of participation in a fitness program is evidence that learning has taken place. (T / F)

True

Improving reactive judgments is an anticipated benefit of active listening. (T / F)

True

In a multiple-day event, placement of the tee markers should be balanced so that the course's effective playing length is approximately the same from day to day. (T / F)

True

In a routine interaction, the greeting step focuses on customer needs whereas the greeting step in a challenging interaction focuses on customer concerns. (t/f)

True

In general, five is the maximum number of instructional goals that can be effectively addressed in a lesson. (T / F)

True

It is appropriate to address the role of the employee in the mission statement. (T / F)

True

It is faster to get cars in and out of the storage facility if a "first-in, first-out" unidirectional traffic flow pattern is used. (t/f)

True

It is recommended a resume include all relevant golf-specific skills. (T / F)

True

Lack of a mission statement is an example of a weakness that a SWOT analysis might disclose? (T / F)

True

Laws have to do with the physics of ball flight. (T / F)

True

Leasing offers a better return on investment because it increases cash flow. (t/f)

True

Left toe out is considered a preference. (T / F)

True

Lesson goals are established so instructors can develop procedures for what they would like to accomplish in a specified amount of time. (T / F)

True

Local Youth Gymnastics should be considered a potential competitor to a player development program. (T / F)

True

Loose impediments lying out of bounds may be removed without penalty. (T / F)

True

Making assumptions about the types of customers that frequent your facility is the first step in determining a facility's golf car needs. (t/f)

True

Making the substantial investment involved in purchasing a new golf car fleet is a financially plausible strategy for attracting more tournament business. (t/f)

True

Mission statements can influence assumptions used to calculate profitability forecasts. (t/f)

True

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

True

Most golf professionals receive compensation from the car fleet operation at their facility. (t/f)

True

None of the preferences golf professionals may teach will change the ball flight laws. (T / F)

True

On average, a private facility will require fewer golf cars per round played than a daily fee facility. (t/f)

True

One advantage leasing has over purchasing is that service maintenance contracts are available if you lease but not available if you purchase. (t/f)

True

One difference between expert instructors and average instructors is the ability of the expert instructors to reciprocate immediacy by revealing personal information about themselves. (T / F)

True

One might focus on the implication of what is being said to "show understanding." (t/f)

True

One minute is about the short-term memory storage capacity for new cognitive information before it is lost due to inattention? (T / F)

True

One way that disciplined teachers can demonstrate consistency and balance is to moderate their praise for student achievements. (T / F)

True

One way to use the skill of "reframing difficult situations" is to invite others to consider fresh solutions to a challenging situation. (t/f)

True

Opening channels of communication to minimize misperceptions that can develop between people describes the skill of "giving and inviting specific feedback." (t/f)

True

Opening channels of communication to reduce misperceptions that can arise between people defines the skill of "giving and inviting specific feedback." (t/f)

True

PGA.org/Jobs provides information on industry positions, networking, resume writing, and interviewing? (T / F)

True

Pension plans can constitute a significant amount of compensation. (T / F)

True

Percentage of potential income should be considered when negotiating a fixed salary with incentive compensation. (T / F)

True

Physical positioning is a technique for communicating clearly. (T / F)

True

Preparing estimates of anticipated expenses to revenue is how a player development program budget is produced. (T / F)

True

Professional instruction practice recommends that teachers keep their interest in the lives of their students "on the lesson tee". (T / F)

True

Raising or lowering green fees is a reasonable response to an underperforming budget. (T / F)

True

Return on investment is a major criterion for making the decision to purchase a GPS for the fleet. (t/f)

True

Revising forecasts and budgets is one way to keep a business solvent in the event of unforeseen external changes. (T / F)

True

Sand on the green is a "loose impediment". (T / F)

True

Skilled teachers rehearse and repeat instructional patterns until they become subconscious, automatic routines. (T / F)

True

Staff evaluations are a relevant data source for a SWOT analysis. (T / F)

True

Stating your purpose clearly is the initial interpersonal skill to remember when considering the directing strategy. (t/f)

True

Swing inconsistency is the most probable result of playing with an improperly sized grip. (T / F)

True

Teachers must exhibit qualities that students value when modeling professional standards. (T / F)

True

The "directing" strategy is a good choice for keeping a group discussion on topic. (t/f)

True

The Callaway handicapping system is the most widely used method to determine the net score of a player who does not have an official USGA handicap. (T / F)

True

The PGA swing model recommends a flat position over a cupped position at the top of the swing. (T / F)

True

The Work Experience Portfolio is a document used to help validate the candidate's skillsets. (T / F)

True

The clubhead must be at maximum speed to achieve the maximum transfer of energy to the golf ball. (T / F)

True

The cost of replacement parts and labor should be included in a golf car's maintenance record. (t/f)

True

The design of promotional material is often as important as the content. (T / F)

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. (t/f)

True

The first engagement with a customer is the most important of the day. (t/f)

True

The fleet manager oversees preventive maintenance procedures and records. (t/f)

True

The interpretation of quantitative data is less susceptible to differences of opinion than qualitative data. (T / F)

True

The involving strategy is usually the best option when a volunteer has begun to come up with his own ideas after the two of you have worked together for a while. (t/f)

True

The lower loft of drivers is the reason why lie angle is a less important factor when fitting drivers than when fitting irons? (T / F)

True

The margins of a penalty area extend vertically upwards and downwards. (T / F)

True

The master file containing information on past events should be divided into two sections: recurring events and one-time events. (T / F)

True

The number of car rounds should be part of the fleet management record- keeping system. (t/f)

True

The percentage of teaching time specifically focused on putting is relatively low in relation to the influence putting skills have on a player's score. (T / F)

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. (T / F)

True

The projected customer base of certain golf facilities located in the United States could assume members drawn from international markets. (T / F)

True

The results of a SWOT analysis could be sufficient justification for the abandonment of a core business function. (T / F)

True

The skills of a golf professional include knowing that rounds, memberships, golf cars, tournaments, and merchandise generate revenue for a facility. (T / F)

True

The use of communication technology can dramatically reduce the number of lesson no-shows. (T / F)

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. (T / F)

True

Time is a factor affecting the value of any resource. (t/f)

True

Timing refers to the rate of movement. (T / F)

True

To compensate for the loss of rental income facilities should consider charging a fee to guests who ride in private cars. (t/f)

True

Trends in local consumer spending would be most useful for evaluating a core business function (T / F)

True

When given specific duties, tournament team members should also be given the autonomy to carry them out. (T / F)

True

When you want to know what someone thinks about your actions it would be useful to rely on the skill of "giving and inviting specific feedback." (t/f)

True

With all other variables the same, if a student changes his angle of approach with his 7-iron from 5 degrees descending to 10 degrees descending, the shot will travel a shorter distance. (T / F)

True

According to The Rules of Golf, an aeration hole made by maintenance staff is considered "ground under repair." (T / F)

True -except on the putting green

Assumptions are necessary for forecasting numbers. (T / F)

True- must be kept with business plan and financial forecasts

A ball is deemed lost if a player has put another ball into play. (T / F)

True-another ball comes into play when original ball is lost

The player incurs a penalty if her caddie accidentally moves and replaces her ball while removing a loose impediment from the fairway. (T / F)

True-if moved ball had been at rest anywhere except the putting green and teeing area one stroke penalty

A player removing a small amount of dew from just in front of his ball on the line of the putt results in the player incurring a penalty? (T / F)

True-improving lie

A practice swing that strikes the ball is counted as a stroke. (T / F)

True-one stroke penalty and replace ball back to originally position

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

True-only "out of play" when it is lost, out of bounds, or lifted from the course

In preparing to putt from the fringe of the green, a player removes some sand particles from behind her ball. The player incurs a penalty. (T / F)

True-sand particles anywhere else besides the green is not considered a loose impediment, therefore this player improved their lie

There is no penalty for lifting a ball from a penalty area for the purpose of identifying to whom it belongs. (T / F)

True-to identify a ball you may lift it

What is the process called when the manager reviews total rounds to determine who is playing and when?

Yield Analysis

What is the basis on which instructors can make reliable inferences that learning has taken place?

a relatively permanent change in performance is observed

Why should a resume be updated?

a resume is intended to be a working document developed throughout your career. evolving skills and experiences should be communicated in a manner that indicates educational and professional advancement to demonstrate your value and impact at a facility.

What is the best estimate of the square feet needed to store and service a fleet of 50 cars?

about 3,570 square feet

The "greeting" step in a challenging customer-relations situation allows the golf professional to achieve what outcomes?

acknowledge concerns and show understanding; respond to negative statement in a positive manner; show willingness to engage in problem solving

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?

acquisition costs; operating expenses; other costs

What interpersonal skill lies at the heart of all the others?

acting with integrity-at the core PGA customer relations model revolves around trust

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" concisely describe a summary of skills and qualification gained from work experience as a golf professional

What factors should the candidate be informed about before negotiation can begin?

after considering all potential expenses and income sources, the employer and applicant can begin negotiations on compensation

From a customer relations standpoint, when is it a good time to raise the golf car rental fees?

after the facility has obtained new cars

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

all areas outside the boundary edge of the course defined by stakes, fences, lines

What is the essential assumption of the basic information processing model?

an assumption underlying this model is that learning movement skills, such as golf skills, can be viewed as an info-processing activity guided by feedback control mechanisms that enable adaptive process to occur

What must an effective player development business planner do to understand the market?

analyze current customers and any potential students the business wants to attract

What component of a golf ball's flight is most influenced by the ball's spin rate given a square clubface and a straight path?

angle of approach

A player's swing is creating too much backspin. What is the probable source of this problem?

angle of approach too steep

What is the most significant determinant of an event's format?

appropriate to the purpose

When is a bottom line approach appropriate for a job candidate to use?

appropriate when a job candidate will be generating income from specific golf operations, such as teaching and merchandising and combining that income from the employer with a salary

What outcome can be expected from implementing a Junior golf clinic as part of a facility's player development program mix?

associated sales at the facility

What standard guideline should be used to determine the number of cars to obtain for a fleet?

assume a full course of riders, foursomes on each tee and green of every hole, which means 4 golf carts every hole...18 x 4=72 carts and preparing for any maintenance issues and whatnot they would account for 75 carts

When locating a hole, what is the USGA recommended minimum distance from the edge of the putting green?

at least four paces from edge

What type of communication style is being used when teachers look for signs of student comprehension?

attentive

What is an example of a non-verbal communication in a customer interaction?

attitude and posture

What is the main influence a club's lie angle has on ball flight?

ball direction

What is true about ball placement in a golfer's setup?

ball placed forward in stance adds loft to face resulting in a higher shot

Where should the ball position be when addressing the normal splash-type greenside bunker shot?

ball should be slightly forward in stance from where normal wedge ball position would be

What defines the measurement of energy retained when two objects collide?

ball speed=COR

What is the most likely reason that electric cars would require more storage space than gas cars?

battery charging equipment; need a dedicated transformer and supply line

How should teachers represent consistency in their interactions with students?

be fair to each student

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

because penalties and rulings are different

Why is customer satisfaction an important objective of the tournament business plan?

because satisfied customers return for future events and provide word of mouth endorsements that can lead to additional business

A player addresses his tee shot and the ball falls off the tee. What is the ruling?

before you stroke it so it is okay. player may put the ball back on the tee or even choose to move the tee to another spot

What is likely to be the best way for a PGA Professional to promote herself to facility owners interested in improving their player development program?

benefit to facility

What is the baseline reason for analyzing variances?

better to spot variances early and take remedial action before they escalate into major business concerns

Where should the body weight at address be placed when pitching from a normal lie?

body weight should be balanced evenly between both feet

For the purpose of developing a business plan, what is the best description of trend analysis?

calculates the percentage change up or down from year to year in an individual line item;gives planners a good understanding of past performance...evaluates positive and negative trends over time

How can you utilize the Work Experience Portfolio to write a resume?

can be used to focus resume content and align it to a particular position

What is an example of a satellite control system capability?

can control the speed of a car on a steep hill and shut down when in a dangerous area

What type of maintenance records need to be kept for the golf car fleet?

car rotation; daily maintenance; preventive maintenance and repair; parts inventory

Describe a fleet rotation program.

cars are numbered and on a "first out/first in" basis; tracked accurately though record keeping

In relation to the ball, what should be done to the centerline of the body to help achieve a normal trajectory pitch shot?

centerline of body can fall right on the ball or slightly behind

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?

challenging situation interpersonal skill-showing undertsanding

What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model?

challenging situations the stakes are higher than routine situations

How would a golf facility use data analysis to improve the instructional effectiveness of a player development program?

change student/ teacher ratio

How did many high-end facilities intensify the problems caused by the slowdown period of 2000-2009?

charged high green fees/ dues and course difficult for the typical golfer...cost, time, and difficulty were barriers

What allows a facility to take advantage of lower energy costs during off-peak hours?

charging systems can automatically start and stop the flow of electricity while charging a car's battery based on time of day

What term is used to describe a short low-trajectory shot played to the green?

chip

What can reasonably be anticipated as a result of creating a business plan?

clarifies objectives; motivates staff; serves as a financial road map; helps measure success; increases credibility

Assuming an on-plane swing and eliminating all other factors, what characteristic of metal woods or hybrids would result in more playing loft?

closed angle face

What ball flight law is most responsible for the initial direction of a golf shot?

clubface angle at impact

Ball speed is independent of what variable?

clubhead speed

Who should issue a "Terms of Conditions"?

committee- "person or group in charge of the competition"

What is the purpose of "providing a compelling rationale?"

communicate the benefits of pursuing a preferred course of action, using a logical rationale, while providing compelling reasons for not adopting an alternative course of action

How will the address position most likely be affected if a putter is too long for a player?

compensate by standing too tall, too far from the ball, or have the elbows jammed up into their body

In stroke play competition, the Committee must provide a scorecard that contains what information?

competitor's name and date

What increases as students transition from early to intermediate to the advanced phase of learning?

confidence

What is a good way to capture and keep a student's interest in learning?

connecting with the student's interests and experiences; maintain their attention; use stories, metaphors, and analogies

What can teachers achieve by clearly communicating expected attitudes and behaviors?

contribute to student's success and cause those qualities to reoccur...builds a professional productive relationship between player and professional

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?

convincing strategy

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?

convincing strategy

A new member of your club insists on a tee time that is not available. Which interaction strategy would be most appropriate in resolving the situation?

convincing strategy

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?

convincing strategy

When a manager builds a solution to accommodate the needs or concerns of another person, they are most likely employing which interaction strategy?

convincing strategy

A customer enters the Golf Shop and approaches the Head Golf Professional. He tells her how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is the Head Golf Professional using when she says, "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"?

convincing strategy and providing a compelling rationale

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 strategy-desired outcome is agreement

Which interaction strategy allows others to see the value of adopting your solution?

convincing strategy-devices the solution and then convinces others to adopt it

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 he use effectively in this situation?

convincing strategy-providing a compelling rationale; desired outcome is agreement

What must teachers do to create a positive learning environment within a lesson?

cover walls with instructional posters, try new training aids, seek books and magazines

During play of the 18th hole, what is considered a "general area"?

covers all the course except: teeing area, penalty area, bunker, and putting green

How is the second lever formed?

created by the lead wrist and the club shaft as the club swings

A teaching professional is worried about creating an assembly-line effect because he gives lessons all day. How might he improve this situation without changing his teaching load?

cultivate a small nucleus of loyal, repeat students, providing them with customized instruction

What needs to be determined before selecting the site, format, and field size?

defining the market, customers, and competitors

The follow-through phase of the positive engagement process allows the golf professional to achieve what outcomes?

deliver the necessary service; check back with the customer; evaluate the interaction and debrief other employees as necessary

What market conditions are particularly important to remember when developing a tournament plan?

demographic and economic conditions are particularly important

What is the main purpose of a post-tournament review?

determines whether goals were achieved, what can be done to improve performance, and how to achieve goals in the future

What information would be most helpful to a director of instruction looking for support of her subjective observations in the performance review of an individual instructor?

determining whether the facility is offering the desired stimulation and support

The golf course ranger radios the Head Golf Professional to ask for help with a group that has been playing slowly. Despite multiple attempts, the ranger has not been able to get them to speed up. What Strategy and Interpersonal Skills is the Head Golf Professional using when she approaches the group and says, "Good afternoon gentlemen. There are three groups waiting behind you and two holes open in front of you. When you finish this hole, please skip the next hole to resolve the backup"?

directing strategy and stating your purpose clearly

A golfer arrives ten minutes after his assigned tee time on a booked solid day. Most likely, which strategy should you use to explain why his tee time was given to someone else?

directing strategy-stating requirements or rules to a customer

What is the consequence of playing a club with an improper lie angle?

directional inconsistencies

In stroke play, a player returns his signed scorecard with a total score that is correct, but with a score missing for one hole. He then proceeds to leave the scoring area. What is the ruling?

disqualified for failure of holing out; already signed the scorecard, and score is less than actual total score

What policies would be most effective to have in place for limiting a facility's exposure to liability claims?

documenting safety efforts can reduce the facility's insurance premiums and limit exposures to liability claims and lawsuits

How might one best implement the interpersonal skill of "encouraging open expression?"

draw others into the discussion and encourage them to express their thoughts, feelings, and point of views

What is a quantitative result produced by a Rainmaker?

drives revenue either through new member sales, increased rounds by existing golfers or promoting and serving outside groups

Narrowing the stance for a chip or pitch helps the player do which of the following?

easier for the upper body to rotate over the lower body displacing the weight on the forward leg at impact and through the finish without any lateral shift from the lower body

What is the basis of a positive and supportive relationship with facility managers and owners?

effective communication better when ownership is engaged in the program

What element of a professional relationship requires the teacher to see the world from the student's point of view?

empathy

What should the learning environment emphasize when working with early childhood students?

emphasize the goal of the movement and acquiring the movement pattern/golf skill through problem solving/discovery

Why is it important for the employer to determine the relevant skill sets when hiring?

employers often hire for one set of skills, but replace professionals after determining a different set of skills was necessary to succeed in the position

What is the reason behind the skill involved when the head professional asks his assistant, "What is your opinion on limiting tournaments to active members?"

encouraging open expression

The Head Golf Professional has decided to use the supporting strategy when he asks the weekly ladies group to determine this week's format. The ladies have trouble agreeing on a format and ask him to help. What interpersonal skill is he using when he says, "Why don't you play a two-person scramble, so you don't have the pressure of keeping your individual scores"?

encouraging open expression and showing understanding

What is essential to the successful promotion of a facility's player development program?

engaging all staff and gaining their complete buy-in is vital to any program

What does the concept of immediacy contribute to effective teaching communications?

enhances closeness and nonverbal interaction

What is an example of a revenue item in a tournament budget?

entry fees; hole sponsors; non-player banquet fees; total revenue

What must every professional understand about evaluation?

evaluation is crucial to career advancement regardless of specific career choices. evaluation is a continuous process.

Concerning grip basics, what describes the term "precision"?

every time a player prepares to putt, they grip the club the same way

In his first year at a golf club, the Head Professional has made some assumptions about how improvements in customer services will increase the coming year's sales volume. What technique could be used to best test these assumptions?

expert review= to test their assumptions and run them by experienced professionals

How should lesson activities be selected?

explanation or demonstration of a golf skill by the teacher, student practice activities, videotape analysis, viewing model golf swings or other activities the teacher believes will be helpful

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

exploration often overlaps with evaluation. identifying career options requires thorough exploration in the golf business.

How might a golf professional discover interests?

exploring industry opportunities, connecting with people in the industry, and gaining first hand experience at golf facilities are ways to reveal specific interests. the goal is to discover a career where interests often align with job opportunities.

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?

failure to hole out, if you don't go back to finish the hole before returning scorecard, you are disqualified.

What will directly benefit from keeping records on tournament formats, sizes of the fields, and daily start and finish times?

field size- help determine how long it takes to run a tournament

According to Gentile's Model, what is the second stage of learning called?

fixation/diversification stage- objective is to match movement of environment

What must a fleet manager include in a fleet budget forecast?

fleet records, past budgets, other historical accounting info provide essential data

What instructor characteristic is represented by a willingness to adapt their communications style to fit the needs of their students?

flexible

A player's ball lands in a bunker containing temporary water. The only dry area in the bunker is closer to the hole than the player's present position. What will be the ruling if the player drops outside the bunker?

for one penalty stroke the player may drop a ball outside the bunker by going back on the line as far as you'd keep it

Who should be available as the first line of response for dealing with an illness or accident during a small tournament event?

for small events-staff training in first aid procedures such as cpr are first in line to respond

Administrators of a net stroke play event were unable to verify the handicaps of some players. What type of event format could have been chosen to eliminate this problem?

four person scramble or two person best ball w/o handicap

What information should form the basis of a golf shop's 12-month operating budget?

full time staff, wages, utilities

How would a golf professional learn more about the customer base in order to overcome potential barriers to golf?

gathering demographic data on current customers-age, gender, family, makeup, profession, income level, etc

What best describes sensitivity analysis?

generate several scenarios by entering different values for assumptions; process that helps you consider best/worst case scenarios and how they will affect performance

What is the main consideration when assigning tasks to tournament volunteers?

getting to know them to match capabilities with assignments

Assume an employee has said that you do not understand why he is using the selling techniques he demonstrated. How would you use the skill of "giving and inviting specific feedback" in this situation?

gives each party the chance to clarify any misunderstanding

What is the most significant benefit of strategic business planning?

gives the organization a competitive advantage and enables it to successfully meet its objective

Telling others how their behavior affected you is an example of what interpersonal skill?

giving and inviting specific feedback

What is an example of a core industry in the golf economic cluster?

golf facility operations; media; tournament; association; charities; golf supplies; golf course capital investments

According to the Golf Car Fleet Manual, who oversees overall administration of the fleet concession?

golf professionals

Next year you will be replacing a long-time golf shop employee with a new assistant who has considerable sales experience and selling skills. You will be paying this new staff member a higher salary. What is a reasonable assumption for you to make?

golf shop revenues increase due to new marketing techniques

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

golfer's experience at a facility and most direct way to create a positive experience is to provide exceptional service

What is most likely to increase the number of rounds played by a golfer?

golfers who take lessons and improve tend to play more *improvement from lessons

What must a PGA professional do to effectively conduct the evaluation phase of the player development process?

hard data (such as class registration totals and financial figures) direct assessments of customer satisfaction and indirect indicators (sign ups for more offerings) -participation; financial performance; customer satisfaction and commitment; modify the program based on results

What needs to be in place prior to a tournament so tournament staff can respond to emergencies that might occur?

have a communication device such as radio and cellphones to contact registration desk, golf shop staff, rangers, superintendent, etc

Reframing difficult situations allows the golf professional to accomplish what outcome?

helps all parties to look at a challenging situation from a fresh perspective in order to find a common ground and new possibilities.

What can be expected from participating in continuing education programs conducted outside the facility?

helps build a deep teaching knowledge base; helps establish credibility with customers and other professionals

Why is it important for teachers to spend time getting to know and understand their students?

helps develop a relationship...allows teachers to better understand the people they teach

What is a realistic strategy for attracting new or infrequent players to the game?

highlighting the value of golf and educating pga members with player development

The Instructional staff at a new driving range rotates to take lesson bookings. Due to the high demand of lesson bookings, the instructors are missing out on lesson opportunities. What is the most appropriate action the management team should take to address this situation?

hiring an administrative assistant or a phone booking service...or booking lessons through the online registration

Your employer is contemplating an increase in weekend green fees. She would like to know how this increase might affect the number of rounds played. What would provide her with the best estimate?

historical review= finding analogous situations in the past ex. to test how price increases might affect volume

What post tournament statistical data is most useful in planning course difficulty levels from year to year?

hole by hole

What is an example of an enabled industry in the golf economic cluster?

hospitality/ tourism/ real estate

A cash flow budget is primarily concerned with what measure?

how much money a facility will have in the bank at the end of the month or week; whether or not a facility has enough money to pay the bills

What quality of humor is implied by the fact that there are several strategies for using it to effect student learning?

humor can be learned

What should be the first activity for organizing staff?

identify the needed positions and then find people to fill these positions

What is the first step in finding a mentor?

identify what you need in a mentor

While playing in the club championship, a player hits his ball into an area defined by black stakes. What do these black stakes define?

immovable obstructions

What is an indication that learning has occurred?

improvement, consistency, persistence, and adaptibility

A student's teaching professional talks with her about hinging her wrists on the backswing. Which element of the PGA teaching model is being addressed?

in-swing principle for clubhead lag

To what category of the PGA swing model does the term "connection" belong?

in-swing principles-connection (keeping arms same distance from body all the way through the swing)

What is an example of a financial strategy?

increasing/decreasing fees in one or more department; borrowing money for investment purposes

What should be the base line reference for evaluating tournament performance?

information on past tournaments

What are ways to connect with other professionals who have industry experience to gather information about the industry?

informational interviewing and shadowing, and networking are meaningful connections and stay informed about opportunities

What type of information is typically provided by qualitative data?

informs the team about the quality of the business offerings, such as conditions of the course, enjoyment/satisfaction of customers, flavor of food... "now" and "why" things happen

What are the instructional routines used by effective teachers?

initiating the lesson with a statement of goals; interviewing students to gauge the level of understanding of the material being learned; offering immediate, positive feedback after selected student performances; closing the lesson with a review of the main instructional points

What is the definition of learning?

the change in ability of a person to perform a skill, can only be observed through relatively permanent improvement in performance through practice/experience

What can produce either a "skulled" or "chunked" pitch shot?

the club is ascending through impact for a skull the club is descending through impact for a chunk

What is the first set of assessments one should make before assembling a new golf car fleet or upgrading an existing fleet?

the facility mission and objectives

During a rainstorm a player sprays water repellant on his golf ball. What is the ruling?

the player is not allowed to use that golf ball, if he does it is disqualification

A player hits his ball from the tee. It deflects off a maintenance vehicle and comes to rest out of bounds. What is the correct procedure for the player?

the player must play the ball wherever it lies favorable/unfavorable

In match play, a competitor wins the first three holes but then discovers 15 clubs in his bag. What is the status of the match at the 4th tee?

the player would be deducted of two of the wins, so would only be one up going into the fourth hole

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. What is the ruling?

the score will be taken as 5 instead of a 4 since he already signed it

What would be a Transfer Test to determine learning?

the student performs the skill in a slightly different way than originally practiced

Aside from relationships, what do all customer interactions involve?

the task-what the service provider and customer are trying to accomplish

What is the definition of swing plane?

the tilt and direction of travel of the inclined plane made by the club shaft during the swing

What statement accurately describes the latent demand for playing golf?

there are currently 24.7 million golfers in America. there are an estimated 90 million people interested in playing golf.

On what basis should preventive maintenance be conducted?

things that need to be done to the cart on a daily basis even if car is functioning properly

How should job responsibilities and expectations be communicated to a prospective teacher?

through a formal contract or letter of agreement

Which exercises are best for evaluating a junior's movement patterns?

throwing, striking, running, hopping, skipping, jumping, kicking, swimming/cycling, abdominal strength, balance, standing long jump, push ups, modified endurance test

What constraints must be considered when developing the design idea?

time constraints, work, family factors that keep people from pursuing the game

What is the advantage of grouping players into flights based on handicaps?

to assure equity

Why should drivers be informed of the facility's restrictions that limit where golf cars can be driven?

to ensure the safety of customers and limit damage on the golf course

What is the major reason for implementing player development programs?

to get beginning or existing players to play more often and keep up their interest in the game

What is the ultimate goal of player development programs?

to keep people involved in the game

What is the goal of a tournament checklist?

to make sure all issues are covered; ensuring you have everything you need

What is a good reason to modify planned activities during a player development program?

to meet evolving needs *instructor observed variances in student skill*

What is the primary reason a club would publicize the cost of its player development program?

to promote its affordability; educating consumers of different golfing packages for entry level, first timers is key

Why do most facilities require that all lesson payments go through the point-of-sale system?

to schedule, track, and analyze numbers for instruction services

When are pre-owned cars a viable option when leasing or purchasing a fleet?

to temporarily increase size of fleet for seasonal/event specific needs

What does a performance metric provide?

to track the performance of the facility

What is the typical ball flight pattern if the shaft's vibration cycles per minute (CPM) are too high?

too stiff=low right

If the gross target margin for your golf shop were 40 percent, what would be the target percentage for your cost of goods sold?

total merchandise sales (100)-cost of goods sold=gross margin(40); then cost of goods sold would be 60%

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

total score is the responsibility of the committee, so as long as the player has the correct hole scores, they are okay

According to The Rules of Golf, who determines how and when a halved match or stroke play tie shall be decided?

tournament committee

Where should one look to find who is responsible for the tournament planning tasks that must be accomplished?

tournament coordinator/director

Who is responsible for all "people" needs at the event, including everything from parking to parties?

tournament director

Where would one find details related to the preparation requirements for facility staff?

training manual- fleet operations (include everything)

What is indirectly affected by the swing plane?

trajectory-swing plane influences angle of approach and therefore, trajectory

How does a student transfer golf skills learned in the cognitive phase to play on the course in the intermediate learning phase?

transfer practice is the transfer of learning that requires students to practice their skills in a playing context similar to how they play on the course

A player misses a six-inch putt and quickly taps the moving ball in before it has time to come to a complete stop. What is the ruling?

two penalty strokes for not hitting the ball after the ball stops moving

On the 3rd hole of a stroke-play event it is discovered that a player has sixteen clubs, including two putters, in her bag. What is the player's penalty?

two stroke penalty for each hole played with over 14 clubs, two holes maximum, four penalty strokes total

During a stroke play competition, a player hits a ball from the wrong teeing ground. He is immediately informed of his mistake and hits again from the correct tee. What is the ruling?

two stroke penalty for playing in the wrong tees

A player completes the first 18 holes in a 72-hole stroke play event. He then proceeds to the third hole to hit a few shots for a commercial. What is the ruling?

two stroke penalty, if done again, disqualified

What makes lesson content relevant?

using pertinent examples, making the explanations relevant to students interests and goals

What are the strategies presented in the course manual that teachers use to convey content relevance?

using previous student experience to introduce/demonstrate a concept; identifying how the info conveyed connect the lesson content with common life experience; use example that connect lesson content with common life experience explicitly stating how the content will influence the students future golf performance, satisfaction, or enjoyment of the game

What staffing need(s) should be anticipated when a concession plans to increase its fleet size from 50 to 75 cars and continue maintaining the fleet without a maintenance contract?

usually requires the services of a full time maintenance person

List elements of a basic benefits package that may be provided by an employer.

vacation, health insurance plan, dental care and vision insurance, retirement package, educational expenses, dues paid, meals, use of facility

What situation would influence a teaching operation to adopt a rotation system?

walk ins or call ins when the person seeking instruction does not request a particular teacher

What question asked by a teacher best represents the concept behind the process of active listening?

what are students trying to say? how can I help them explain what they mean in greater detail? how can I help the student to better articulate what they mean so I can understand and appreciate their view?

What situations call for initiating the "involving" strategy?

when employee is not in the position to lead others to a solution and the employee does not directly supervise or control behaviors related to the outcome

When would one most likely rely on the "convincing" strategy?

when employee is trying to provide goods or services to customers

In which situations is a stroke-and-distance penalty the player's only option?

when getting relief you may take penalty of stroke and distance

In what circumstance would adopting the "directing" strategy be appropriate?

when letting a customer know how to proceed with a specific task; instructing a student during a lesson; stating requirements/rules to a customer; taking charge in a chaotic/confusing situation that needs strong leadership or gaining control of a situation that is out of control

In what situations would a staff member most likely rely on the "supporting" strategy?

when trying to get the commitment of the customer to carry out a particular solution or act in a certain way

What does the application of a local rule accomplish

when we have abnormal conditions on the golf course to cover such conditions

In match play, a player repairs spike marks in her line of putt prior to putting. What is the ruling?

you may repair "damage on the putting green"

How can golf professionals best promote their teaching expertise to the facility's senior segment?

*reputation, word of mouth,

Which student activity is evidence of a successful player development program?

-9 hole and 18 hole rounds played and green fees paid for the current year -spending on golf instruction, food and beverage, and merchandising for the current year -extent of purchases made at facility -factors that would influence golfer to play more *purchasing range balls*

Which driver head characteristic has the most influence over distance?

-a head and shaft matched to the golfer provides optimal launch conditions for maximum distance. -matching a driver's loft, COG, feel, and look will also help ensure the club performs as intended

What are common mistakes to avoid when networking?

-asking for favors -not utilizing a list of questions prepared beforehand -making excessive demands when initially reaching out -using their name without permission when reaching out to contacts

How should one approach selecting the proper amount of insurance for their golf car fleet operation?

-best insurer for long term, not cheapest -combined policy that covers liability and property damage protection -understand and comply with recommendations from insurance company -follow and implement safety programs

According to the PGA swing model, list examples of "preferences."

-early wrist cock -slow backswing -open stance -flat back swing...etc

According to the PGA swing model, list the "laws"?

1. centeredness of contact at impact 2. clubface angle at impact 3. clubhead path at impact 4. clubhead speed at impact 5. angle of approach at impact 6. dynamic loft at impact

What is the usual business destination for long-range planning?

3-5 year plans that identify a future "destination" for a business; includes long term goals and financial forecast to help business achieve its vision

What is the sequence of the three-step process for analyzing observable actions?

1. teaching behavior must be observed in order to identify its qualities 2. analysis-checklists and rating scales 3. evaluating the teaching observations and analysis results

Across the board, roughly what percentage of golfers participate in instructional programs in a given year?

15% of golfers participate in instructional programs in a given year

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?

Define the business: facility's purpose and direction including core values, vision and mission; foundation of the entire business planning process

What is the functionally significant difference between goals and objectives?

Goals=measurable long term desired outcome that takes 3-5 years to achieve Objectives=short term outcome within a fiscal year to achieve a long term goal.

What important characteristic is missing in the business objective: "Increase pro shop sales next year?"

It's not specific or meaningful. it does not include a specific outcome of how much increase in pro shop sales they will achieve.

What should govern the decision to pursue an opportunity?

How long will the opportunities be viable? Which opportunities must be acted on immediately? and which later?

Who generally develops and adopts local rules for a facility?

the head pro and local committee

Where does the primary leadership responsibility for player development initiatives reside?

the local pga professional

What is the major determinant of the effect raising the basic rental fee will have on profit margins?

the need for golf cars at the specific facilities

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

the order of a draw or random method (like tossing a coin)