PGM Facility Management Level 2 Test

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

All areas except tee, green, bunkers, penalty areas

In stroke play a player returns his signed scorecard with a total score that is correct. He then proceeds to leave what is rulingq

DQ

a personal development summary details interests, strengths, weaknesses, and suture professional development steps

true

jobs,pga.org provides info on industry positions networking resumes writing and interviewing

true

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

3-5 years

What allows facility to take advantage of lower energy cost during off peak hours

Energy management software

A well though out business plan will typically focus on achieving financial goals

Fals

A moment of truth occurs when an employee evaluates the service they are going to provide.

False

According to the business planning model a business plan should build on and refine the operational plan.

False

An aeration hole made by maintenance is considered ground under repair

False

An analogous color scheme consist of two sets of complementary colors

False

An interactive mom of truth occurs when a customers bag has been incorrectly tagged at the bagdrop

False

As customer requirements are met they become customers expectations

False

Better cash flow is one benefit to a fleet rotation program

False

Consulting your attorney is the best option for formulations golf car safety policies and procedures

False

Conventional floor fixtures include such items as cabinets and amors

False

The t3eeing area and the putting green of the hole being played are considered the general areas

False

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

False

Wall display offer the least display flexibility

False

The t fixture is designed to show large quantities of hanging merch in a single style

False the 4 way

What would be an anticipated of documenting the golf car safety program

Lower interest rates

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

Operations manual

An upset customer is concerned about the lack of action to speed up play he seeks out the head pro to express his displeasure what needs to be in place for the pro to resolve the situation

Procedures and skills

What policies would be most effective to have in place for limiting a facilities exposure to liability claims

Proper documentation of safety efforts

Which type of fixture gives the most presentation flexibility

Rectangular rack

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

Resources

A player returns to sign scorecard to the committee, and then realizes that he mistakenly recorded a 5 instead of a 4 on one of the holes. What is the ruling

The score stands

The edge of a penalty area extends both up above the ground and down below ground

Tru

A bridge over a stream is an immovable obstruction

True

A caddy may identify a found ball as belonging to his player

True

A holiday display of red and green shirts is employing the complimentary color scheme

True

A provisional ball can be played when an original ball may be lost or out of bounds

True

Generally private golf cars are covered through private homeowners insurance plans

True

The fleet manager oversees preventative maintenance procedures and records

True

The honor of the hole is determined by the score of the last hole played

True

The process for developing a business plan starts before you establish the goals you would like to achieve for the shops upcoming year

True

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

annually

what is provided in the strategies to succeed section of the career fitness manual

effective starting point for developing goals

what is the difference career ladder vs career lattice

explain

How might a golf professional discover interests?

exploring industry opportunities, connecting with people in the industry, and gaining firsthand experiences at golf facilities are ways to reveal specific interests

It is best to narrow ones focus to a specific job when exploring career options

false

responsible, invlolved, and helped are effective action verbs to create a power statement

false (developed conducted operated)

Increase merch sales in the golf shop is an example of a SMART goal

false it does not fall under SMART

On the 3rd hole of a stroke play event it is discovered that a player has 16 clubs including two putters in her bag. What is the penalty

4 strokes

Golf pros need to be familiar with fleet finances even when they don't own the fleet nor share in its profits

True

In preparing to putt from the fringe of the green a player removes some sand from behind her ball this player incurs a penalty

True

Loose impediments lying out of bounds may be removed without penatly

True

Moments of truth occur each time facility employees come into contact with customers

True

The player incurs a penatly if her caddy accidentally removes and replaces her ball while removing a loose impediment from the fairway

True

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

1

A player plays a ball from the wrong teeing area. He is immediately informed of the mistake and then plays from the correct teeing area

2 stroke

A player misses a 6 in putt and quickly taps the moving ball in before it has time to come to a complete stop. What is the ruling

2 strokes

What is a suggested distance for separating floor fixtures

3 ft

What is true regarding the lifting of a players ball in the general areas

A Players partner or someone authorized by the player may lift ball

What staffing needs should be anticipated when a concession plans to increase its fleet size from 50 to 75 cars and continue maintains the fleet without a maintenance contract

A full time mechanic

During tournament play a ball lands in a pile of ice behind a concession stand according to the rules how is the ice classified

A movable obstruction

Provided that golfers use the cars correctly what is the benefit of a properly managed golf car fleet program

Answer will vary (can speed up play)

Describe a fleet rotation program

Cars are numbered consecutively and used sequentially

According to customer relations a module what must accompany good interpersonal skills to achieve high quality relations with your members and customers

Clear and effective procedures

What kind of color scheme consist of two colors opposite the color wheel

Complementary

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

Penalties vary based on the form.

Running out of scorecards illustrates a breakdown of what key requirement of good customer relations

Resources

A player competes in the first 18 holes in a 72 hole stroke play event. He then proceed to the 3rd hole to hit a few shots for a commercial prior to his round

DQ

what can an aspiring golf professional do to reveal the culture of a golf facility wihile offering a position he is interested in

Shadow

During a rain delay a player sprays water repellent on his golf ball and then uses it when play is resumed. What is the ruling

DQ

Aside from relationships what must all customer relations involve

Task

In stroke play after a number of strokes while on the 9th green a player picks up without holing out. He then proceed to the 10th tee and tees off. What is the ruling

DQ match play is loss of hole

explain the difference between a core industry and an enabled industry

clubs, cars, and equipment tourism, hotels, travel

What must every professional understand about evaluation and self evaluation

continous process and crucial to career advancement regardless of specific career choices

what are the phases of the career planning process

evaluate explore plan act

Business goals are typically developed in the defining the busines phase of the business planning process

false

a career lattice characterizes an upward carerr progression

false

core skills are those that are useful in many golf industry positions

false

financial forecast should be based on historical data derived from a linear trend analysis

false

golf equipment sales and tournament planning are core skills

false

the skills of a golf professional include knowing rounds, membership, golf cars, tournaments, and merchandise generate revenue for a facility

false

what is the most signifiacant benefit of strategic business planning

long term vision and destination of the facility

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

monochromatic

why is it important to develop a personal vision statement

provides direction to a career

what are ways to connect with other professionals who have industry experience to gather info about the industry

shadowing, mentors, networking, informational interbiews

A player plays his ball from the tee, it deflects off a maintenance vehicle and comes to rest OB. What is the correct procedure

stroke and distance

how can you utilize the work experience poirtfolio to write a resume?

the work experience portfolkio can be used to focus resume content and align it with a particular position

Employers look for core skills that translate over multiple industries

true

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

true

typically a written set of core values is developed in defining the business phase of the business planning process

true

what is part of the explore stage in the career planning process

understanding the scope of the industry

A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be follow in a routine situation

False

A golf car fleet program benefits the golf pro because it eliminates the need for a caddy program

False

A lip wall or face at the edge of a prepared area consisting of soil or grass is part of a bunker

False

A player who deflects her ball is considered an outside influence

False

A players caddy is an outside influence

False

A practice swiing that strikes the ball is counted as a stroke

False

A provisional ball can be played for a ball that may be lost in a penalty area

False

A provisional ball can be played when the original ball may be lost only in a penalty area

False

Assessing the current state of business is the most significant advantage of strategic planning

False

At the players option dew and frost are temp water or loose impediments

False

By definition the flag stick must have a flag attached to its top end

False

Clarification of job responsibilities is one of the added values provided by the strategic planning process

False

Destination areas are positioned to take advantage of high traffic corriors

False

Sand on the fairway is a loose impediment

False

Sand on the green is a loose impediment

False

Expectations are a key requirement for good customer relations

False (systems, staffing, resources)

The teeing area should be a minimum of 3 club lengths in depth

False 2 club lengths

The diameter of a golf hole is 4 1/2 in

False 4 1/4

In match play concession of a stroke may be withdrawn if the player misunderstood the number of strokes taken

False concession is final

Flouresent lamps will provide the best accent lighting in a golf shop

False directional light

The floor layout of sales oriented planogram will provide direct access to the pos area from the high value destination items within the retail environment

False floor layout should direct customers through many places

A player who uses two caddies must be disqualified even if he only uses them one at a time

False the player receives general penalty of two strokes if caddies are used at the same time

The rectangular rack is designed to show large quantities of hanging merchandise in a single style

False. Best for a wide variety of hanging merchandise

A player who voluntarily checks her downswing before the club head strikes the ball is still considered to have made a stroke

Falsee

What are the 5 phases of the PGA business model

Find the business Assess the current state of the business Develop goals, objectives, and strategies Develop financial forecasts and budgets Monitor performance

According to golf car fleet module who oversees overall administration of the fleet concession

Fleet Manager

Gaccording to the golf car fleet management module what is an added value golf cars can bring to facility

Generates revenue and potential profits which can offset facility expenses

What is the most important consideration when allocating floor space

Items with high turnover should receive a greater amount of floor space.

What is the value of establishing destination areas in your shop

Lead customers through other departments

Why should drivers be informed of the facilities restrictions that limit where golf cars can be driven

Limit damage to course

In which situations is a stroke and distance penatly a players only option

Lost ball out of bounds

you are in the process of completing a business plan for the golf shop initial forecast of sales expense and profit has been made past data has been analyzed and important inside and outside factors have been identified. What is the next step to be taken towards completing the plan?

Make assumptions on how inside and outside factors will effect the business

What color scheme is represented by a 4 way display consisting of white, black and grey pants

Neutral

A player repairs spike marks on the line of putting green

No penalty

A player returns his scorecard with correct hole scored but incorrect total score. What is the ruling

No penalty

A player touches his tee ball prior to making his stroke and the ball falls off the tee. What is ruling?

No penalty

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

No penalty

In the teeing area a player asks an opponent if there is a bunker on the left side of the fairway the opponent responds in the affirmative. What is the ruling

Nothing neither receives penatly

A players ball lands in a bunker containing temp water the only dry area is closer to the hole. What would be the ruling if the player drops outside bunker

One stroke penatly

Accou=riding to the golf cart fleet management module restrictions on where golf cars can be driven should be included as a part of what documents

Operating rules

How is honors determined before the start of the match

Order of the draw

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

Organizational service climate

In match play a player wins the 1st 3 holes but then discovers 15 clubs in his bag what is the status of the match on the 4th tee

Player is now one up. Largest penalty is two holes

Describe the primary purpose of a promotional table

Present large quantities of marked down or advertised merch

a golf pro is purchasing a golf course the business plan he presented to his banker included his history of successfully operating similar facilities, budget projections for the first five years under his management, and objectives and strategies for reaching his goals. The banker rejected his loan app for his missing information. What important element is missing from his plan?

Proposed mission statement

What is the best way to foster customer loyalty

Provide what customers need

A players ball comes to rest against the rake when he removes the rake the ball rolls into an adjacent bunker what should he do

Replace ball to original position

What is the primary purpose of the rectangular display rack

Show large quantities of hanging merch

What is the recommended standard for folded shirts

Size top to bottom small to large

What is the rec standard of hanging merch

Sizing items left to right smallest in front

What is an example of a satellite control system capability

Speed controls keeping people out of areas

Detailed policies and procedures at the heart of 1 of 3 element necessary to support the delivery of superior customer service

Systems

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

Systems

According to the rules of golf who determines how and when a tie in stroke play will be decided

The committee

What is the most indicative of a well run golf car rental program

The condition and attractiveness of the cars

What determines when a players ball is out of bounds

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

Who generally develops and adopts local rules in a facility

The golf club committee

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

The golf operation stakeholders

What is the primary product of the golf business according to the customer relations A module

The golfer's experience

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

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

An observer who deflects a ball is considered an outside influence

Tru

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

True

A dead bird lies near a players ball in the same bunker the bird may be removed without penalty

True

A fleet rotation program will result in equal use and fewer golf car breakdowns

True

A planogram includes a birds eye view of the golf shops arrangement of merch display

True

A player removing a small amount of dew from just in front of his ball on the line of a putt results in a player incurring a penalty

True

A presentation of the same color golf shirt ranging in intensity front he palmist to deepest is employing the monochromatic basic color scheme

True

According to merch and invetory management course every sign in a shop should be placed in a sign holder

True

After making his stroke player A asks Player B how many strokes she has taken. Player B responds that she has taken 3 strokes. Player a then plays another stroke and player B corrects her answer to 5 including her last stroke. Player A can claim the hole in match play.

True

At the players option snow and natural ice are either loose impediments or when on the ground temp wayer

True

Customer acquisition cost often exceed customer retention cost

True

Proactive planning is one of the anticipated outcomes of strategic business planning

True

Staff should be involved in effective business planning to create a sense of ownership

True

The head pro is explaining the clubs no starting on the 10th tee policy to a foursome attempting to do so he explains the reasoning for the policy and politely extends an invite to place them off next on 1. This scenario illustrates the concept of dual perspective of customer relations interactions

True

There is no penalty for lifting a ball from a penalty area to identify to whom it belongs.

True

Time is a factor effecting the value of any resource

True

How should one approach selecting the right amount of insurance for their golf car fleet program

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

What part of the resume concisely describes a summary of skills and qualifications gained from work experience as a golf professional?

action statements or power statements that begin with verbs


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