PGM FACILITY MANAGEMENT LEVEL 1 ACTUAL
EXAM QUESTIONS And CORRECT Answers
Dimensions of Difference (Primary) - CORRECT ANSWERS -Age
-Race
-Gender
-Ethnicity
-Physical Ability
-Sexual Orientation
Dimensions of Difference (Secondary) - CORRECT ANSWERS -Family Status
(Marital/Parental)
-First Language Accent
-Physical Characteristics
-Work Experience
-Educational Background
-Religion/Spiritual Beliefs
-Military Experience
-Income
-Geographic Location
Dimensions of Difference (Organizational) - CORRECT ANSWERS -Functional level or
classification
-Management Status
-Union or Political Affiliation
-Work Location
,-Seniority
-Department/Division
-Work content/field
Diversity - CORRECT ANSWERS All the ways we differ, all the things that make us unique.
Inclusion - CORRECT ANSWERS Puts diversity into action by creating an environment of
involvement, respect, and connection-where the richness of ideas, backgrounds, and
perspectives are harnessed to create business value.
What percentage of dissatisfied customers do not complain directly? - CORRECT
ANSWERS 96%
What percentage of dissatisfied customers will not return? - CORRECT ANSWERS 90%
What average of dissatisfied customers complain to other people? - CORRECT ANSWERS 9
What percentage of unhappy customers tell at least 20 other people? - CORRECT
ANSWERS 13%
Business Value of Customer Relations - CORRECT ANSWERS -Relative perceived product
quality-what customers define as quality
-Every customer wants something different
-Customers want a positive working relationship with service providers
-Customers want to be rewarded with loyalty.
-Early in the relationship, frequency of positive contact is important. Later, length of the
relationship is important
, Loyal Customers - CORRECT ANSWERS -Play more rounds of golf
-Lower cost to retain
-Spend money facility wide
-Represent significant lifecycle expenditures
New Customer - CORRECT ANSWERS -Increases customer base
-May cost more to obtain
-Increase facility wide spend
Inclusive Cultures - CORRECT ANSWERS -2 times as likely to meet or exceed financial
targets
-6 times more likely to be innovative
Moments of truth - CORRECT ANSWERS -Occurs any time a customer has the opportunity
to evaluate a facility's products and services.
Interactive Moments of Truth - CORRECT ANSWERS When customer interacts with an
employee
Non-Interactive Moments of Truth - CORRECT ANSWERS Customers have the opportunity
to evaluate a product or service without employee contact such as locating the golf shop using
signage
Business Value Customer Relations - CORRECT ANSWERS -Organizational Service Climate
-Customer Satisfaction
-Financial Performance
EXAM QUESTIONS And CORRECT Answers
Dimensions of Difference (Primary) - CORRECT ANSWERS -Age
-Race
-Gender
-Ethnicity
-Physical Ability
-Sexual Orientation
Dimensions of Difference (Secondary) - CORRECT ANSWERS -Family Status
(Marital/Parental)
-First Language Accent
-Physical Characteristics
-Work Experience
-Educational Background
-Religion/Spiritual Beliefs
-Military Experience
-Income
-Geographic Location
Dimensions of Difference (Organizational) - CORRECT ANSWERS -Functional level or
classification
-Management Status
-Union or Political Affiliation
-Work Location
,-Seniority
-Department/Division
-Work content/field
Diversity - CORRECT ANSWERS All the ways we differ, all the things that make us unique.
Inclusion - CORRECT ANSWERS Puts diversity into action by creating an environment of
involvement, respect, and connection-where the richness of ideas, backgrounds, and
perspectives are harnessed to create business value.
What percentage of dissatisfied customers do not complain directly? - CORRECT
ANSWERS 96%
What percentage of dissatisfied customers will not return? - CORRECT ANSWERS 90%
What average of dissatisfied customers complain to other people? - CORRECT ANSWERS 9
What percentage of unhappy customers tell at least 20 other people? - CORRECT
ANSWERS 13%
Business Value of Customer Relations - CORRECT ANSWERS -Relative perceived product
quality-what customers define as quality
-Every customer wants something different
-Customers want a positive working relationship with service providers
-Customers want to be rewarded with loyalty.
-Early in the relationship, frequency of positive contact is important. Later, length of the
relationship is important
, Loyal Customers - CORRECT ANSWERS -Play more rounds of golf
-Lower cost to retain
-Spend money facility wide
-Represent significant lifecycle expenditures
New Customer - CORRECT ANSWERS -Increases customer base
-May cost more to obtain
-Increase facility wide spend
Inclusive Cultures - CORRECT ANSWERS -2 times as likely to meet or exceed financial
targets
-6 times more likely to be innovative
Moments of truth - CORRECT ANSWERS -Occurs any time a customer has the opportunity
to evaluate a facility's products and services.
Interactive Moments of Truth - CORRECT ANSWERS When customer interacts with an
employee
Non-Interactive Moments of Truth - CORRECT ANSWERS Customers have the opportunity
to evaluate a product or service without employee contact such as locating the golf shop using
signage
Business Value Customer Relations - CORRECT ANSWERS -Organizational Service Climate
-Customer Satisfaction
-Financial Performance
