PGA 3.0 LEVEL 2 LATEST EXAM QUESTIONS AND
CORRECT ANSWERS 120 EXAM QUESTIONS AND
ANSWERS VERIFIED ANSWERS
1) 1.What happens to customer expectations over time when they are consistently
met? - ANSWER>>They become part of the requirements and, eventually, the
Core Products and Services as new requirements and expectations emerge.
These new requirements and expectations eventually become part of an updated
Core Products and Services.
2) 2.What is the primary product of the golf business according to the Customer
Relations Manual? - ANSWER>>The PGA Experience
3) 3.What single variable has research shown to be most closely associated with
long term financial performance? - ANSWER>>The Core Products/Services that
the club continues to deliver is associated with long-term financial performance.
4) 4.What is occurring when the customer evaluates the qualify of a facility's
products and services? - ANSWER>>Moments of truth.
5) 5.When does an interactive moment of truth occur for the customer? -
ANSWER>>They involve direct contact between the customer and a staff
member.
6) 6.What is occurring when a customer's bag has been incorrectly tagged at the
bag drop? - ANSWER>>A task related failure
7) 7.According to the Customer Relations Manual, what must accompany good
interpersonal skills to achieve high quality relations with your members and
customers? - ANSWER>>They require clear procedures and actionable skills to
be developed for routine day-to-day situations.
,8) 8.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? - ANSWER>>Golf
professionals must ensure positive procedures are in place and that staff
members are trained in the Interpersonal Skills required to keep customers
happy.
9) 9.What is a clear policy on how to handle customers who arrive late for a tee
time? - ANSWER>>There should be procedures designed to avoid or resolve
situations that may lead to negative customer experiences. A clear policy should
include that the customer loses their spot on the tee sheet and is bumped down
to a new time.
10) 10. 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. What concept of customer relations interactions is illustrated in this
scenario? - ANSWER>>The directing strategy
11) 12.What do all customer interactions involve in addition to relationships? -
ANSWER>>The task relationship is what the service provider and the customer
are trying to accomplish. The task and the relationship work in a cycle together.
12) 13.What are the key requirements for good customer relations? -
ANSWER>>Resources, Staffing, and Systems are the key requirements for good
customer relations.
13) 14.What factor affects the value of any resource? - ANSWER>>The Quality of
the resource
, 14) 15. Running out of scorecards indicates a breakdown of what key requirement for
good customer relations? - ANSWER>>Resources.
15) 16. What is defined as the means available to support staff in completing a task?
- ANSWER>>Resources
16) 17. Detailed policies and procedures lie at the heart of which one of the three
elements necessary to support the delivery of superior customer service? -
ANSWER>>Systems
17) 18. 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? -
ANSWER>>Resources and Systems because of lack of supplies and improper
staff practices.
18) 19.What interaction strategy is appropriate when one is clear about what needs
to be done and the other person accepts the organizational role assignments? -
ANSWER>>Directing Strategy
19) 20.What distinguishes the four interaction strategies from each other? -
ANSWER>>the amount of control of the actions and initiative from others
20) 21. "Modifying your ideas to include other's contributions" is more likely to be part
of which strategy? - ANSWER>>The Involving strategy
21) 22.The successful use of what strategy characteristically involves encouraging
others to find a solution and then helping them to understand your role in
implementing it? - ANSWER>>Supporting Strategy
CORRECT ANSWERS 120 EXAM QUESTIONS AND
ANSWERS VERIFIED ANSWERS
1) 1.What happens to customer expectations over time when they are consistently
met? - ANSWER>>They become part of the requirements and, eventually, the
Core Products and Services as new requirements and expectations emerge.
These new requirements and expectations eventually become part of an updated
Core Products and Services.
2) 2.What is the primary product of the golf business according to the Customer
Relations Manual? - ANSWER>>The PGA Experience
3) 3.What single variable has research shown to be most closely associated with
long term financial performance? - ANSWER>>The Core Products/Services that
the club continues to deliver is associated with long-term financial performance.
4) 4.What is occurring when the customer evaluates the qualify of a facility's
products and services? - ANSWER>>Moments of truth.
5) 5.When does an interactive moment of truth occur for the customer? -
ANSWER>>They involve direct contact between the customer and a staff
member.
6) 6.What is occurring when a customer's bag has been incorrectly tagged at the
bag drop? - ANSWER>>A task related failure
7) 7.According to the Customer Relations Manual, what must accompany good
interpersonal skills to achieve high quality relations with your members and
customers? - ANSWER>>They require clear procedures and actionable skills to
be developed for routine day-to-day situations.
,8) 8.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? - ANSWER>>Golf
professionals must ensure positive procedures are in place and that staff
members are trained in the Interpersonal Skills required to keep customers
happy.
9) 9.What is a clear policy on how to handle customers who arrive late for a tee
time? - ANSWER>>There should be procedures designed to avoid or resolve
situations that may lead to negative customer experiences. A clear policy should
include that the customer loses their spot on the tee sheet and is bumped down
to a new time.
10) 10. 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. What concept of customer relations interactions is illustrated in this
scenario? - ANSWER>>The directing strategy
11) 12.What do all customer interactions involve in addition to relationships? -
ANSWER>>The task relationship is what the service provider and the customer
are trying to accomplish. The task and the relationship work in a cycle together.
12) 13.What are the key requirements for good customer relations? -
ANSWER>>Resources, Staffing, and Systems are the key requirements for good
customer relations.
13) 14.What factor affects the value of any resource? - ANSWER>>The Quality of
the resource
, 14) 15. Running out of scorecards indicates a breakdown of what key requirement for
good customer relations? - ANSWER>>Resources.
15) 16. What is defined as the means available to support staff in completing a task?
- ANSWER>>Resources
16) 17. Detailed policies and procedures lie at the heart of which one of the three
elements necessary to support the delivery of superior customer service? -
ANSWER>>Systems
17) 18. 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? -
ANSWER>>Resources and Systems because of lack of supplies and improper
staff practices.
18) 19.What interaction strategy is appropriate when one is clear about what needs
to be done and the other person accepts the organizational role assignments? -
ANSWER>>Directing Strategy
19) 20.What distinguishes the four interaction strategies from each other? -
ANSWER>>the amount of control of the actions and initiative from others
20) 21. "Modifying your ideas to include other's contributions" is more likely to be part
of which strategy? - ANSWER>>The Involving strategy
21) 22.The successful use of what strategy characteristically involves encouraging
others to find a solution and then helping them to understand your role in
implementing it? - ANSWER>>Supporting Strategy
