PGM FACILITY MANAGEMENT LEVEL 2 EXAM
QUESTIONS And CORRECT Answers
What happens to customer expectations over time when they are consistently met? - CORRECT
ANSWERS They become part of the requirements
What is the primary product of the golf business according to the CR Manual? - CORRECT
ANSWERS PGA Experience
What single variable has research shown to be most closely associated with long term financial
performance? - CORRECT ANSWERS Understanding value of successful customer relations
What is occurring when the customer evaluates the quality of a facility's products and services?
- CORRECT ANSWERS Moment of Truth
When does an interactive moment of truth occur for the customer? - CORRECT
ANSWERS Direct contact between customer and staff
What is occurring when a customer's bag has been incorrectly tagged at the bag drop? -
CORRECT ANSWERS Non-Interactive MOT
What must accompany good interpersonal skills to achieve high quality relations with your
members and customers? - CORRECT ANSWERS Properly documented procedures
An upset customer is concerned about lack of action to speed up play. What needs to be in
place to resolve situation? - CORRECT ANSWERS Clear procedures and actionable skills
,What is a clear policy on how to handle cutomers who arrive late for a tee time? - CORRECT
ANSWERS Having Procedures designed to avoid or resolve situations
What is the result of the task-relationship connection when attending to the relationship and
having sufficient task focus? - CORRECT ANSWERS Build solid foundation for effective
customer relations
What do all customer interactions involve in addition to relationships? - CORRECT
ANSWERS Tasks
What are the three key requirements for good customer relations? - CORRECT
ANSWERS Systems, Staffing and Resources
Running out of scorecards indicates a breakdown of what key requirement for good customer
relations? - CORRECT ANSWERS Resources
What is defined as the means available to support staff in completing a task? - CORRECT
ANSWERS Resources
Detailed policies and procedures lie at heart of which of 3 elements to support delivery of
superior customer service? - CORRECT ANSWERS Systems
At staging area of a shotgun event; area is fully staffed, supplies are available but carts missing
towels & scorecards - CORRECT ANSWERS Breakdown in systems
When would one most likely rely on the "convincing" strategy? - CORRECT
ANSWERS Useful when an employee is providing guidance for customers
, Strategy if HP intent is to avoid her co- worker losing his sense of ownership in creating a
difficult Merch display - CORRECT ANSWERS Involving
Best strategy for a member who complains about club guest policy that is widely supported by
membership - CORRECT ANSWERS Convincing
In what circumstance would adopting the "directing" strategy be appropriate? - CORRECT
ANSWERS Instructing a student during golf lesson, letting customer know how to proceed
with set of tasks, and informing people of specific expectations
Golfer arrives 10 minutes after his tee time on a booked solid day. Strategy used to explain why
time given to another? - CORRECT ANSWERS Directing
Strategy used to obtain board approval on a parking/bag drop procedure change that worked
out well when tested? - CORRECT ANSWERS Convincing
When a manager modifies an idea to include other people's contributions, they are most likely
employing what strategy? - CORRECT ANSWERS Involving
Member complains about guest policy. HP knows policy is unpopular with members. Strategy
effective in this situation? - CORRECT ANSWERS Involving
Drawing others out,getting them to actively express their ideas, feelings and points of view best
describes which skill? - CORRECT ANSWERS Encouraging open expression
Responding to others in such a way that you convey a genuine understanding of their point of
view defines what skill? - CORRECT ANSWERS Showing understanding
QUESTIONS And CORRECT Answers
What happens to customer expectations over time when they are consistently met? - CORRECT
ANSWERS They become part of the requirements
What is the primary product of the golf business according to the CR Manual? - CORRECT
ANSWERS PGA Experience
What single variable has research shown to be most closely associated with long term financial
performance? - CORRECT ANSWERS Understanding value of successful customer relations
What is occurring when the customer evaluates the quality of a facility's products and services?
- CORRECT ANSWERS Moment of Truth
When does an interactive moment of truth occur for the customer? - CORRECT
ANSWERS Direct contact between customer and staff
What is occurring when a customer's bag has been incorrectly tagged at the bag drop? -
CORRECT ANSWERS Non-Interactive MOT
What must accompany good interpersonal skills to achieve high quality relations with your
members and customers? - CORRECT ANSWERS Properly documented procedures
An upset customer is concerned about lack of action to speed up play. What needs to be in
place to resolve situation? - CORRECT ANSWERS Clear procedures and actionable skills
,What is a clear policy on how to handle cutomers who arrive late for a tee time? - CORRECT
ANSWERS Having Procedures designed to avoid or resolve situations
What is the result of the task-relationship connection when attending to the relationship and
having sufficient task focus? - CORRECT ANSWERS Build solid foundation for effective
customer relations
What do all customer interactions involve in addition to relationships? - CORRECT
ANSWERS Tasks
What are the three key requirements for good customer relations? - CORRECT
ANSWERS Systems, Staffing and Resources
Running out of scorecards indicates a breakdown of what key requirement for good customer
relations? - CORRECT ANSWERS Resources
What is defined as the means available to support staff in completing a task? - CORRECT
ANSWERS Resources
Detailed policies and procedures lie at heart of which of 3 elements to support delivery of
superior customer service? - CORRECT ANSWERS Systems
At staging area of a shotgun event; area is fully staffed, supplies are available but carts missing
towels & scorecards - CORRECT ANSWERS Breakdown in systems
When would one most likely rely on the "convincing" strategy? - CORRECT
ANSWERS Useful when an employee is providing guidance for customers
, Strategy if HP intent is to avoid her co- worker losing his sense of ownership in creating a
difficult Merch display - CORRECT ANSWERS Involving
Best strategy for a member who complains about club guest policy that is widely supported by
membership - CORRECT ANSWERS Convincing
In what circumstance would adopting the "directing" strategy be appropriate? - CORRECT
ANSWERS Instructing a student during golf lesson, letting customer know how to proceed
with set of tasks, and informing people of specific expectations
Golfer arrives 10 minutes after his tee time on a booked solid day. Strategy used to explain why
time given to another? - CORRECT ANSWERS Directing
Strategy used to obtain board approval on a parking/bag drop procedure change that worked
out well when tested? - CORRECT ANSWERS Convincing
When a manager modifies an idea to include other people's contributions, they are most likely
employing what strategy? - CORRECT ANSWERS Involving
Member complains about guest policy. HP knows policy is unpopular with members. Strategy
effective in this situation? - CORRECT ANSWERS Involving
Drawing others out,getting them to actively express their ideas, feelings and points of view best
describes which skill? - CORRECT ANSWERS Encouraging open expression
Responding to others in such a way that you convey a genuine understanding of their point of
view defines what skill? - CORRECT ANSWERS Showing understanding
