PGA PGM 3.0 Level 2 Golf Ops| 549
Questions with 100% Correct Answers
the vision Core Values and mission statement of a golf facility should be developed concurrently
with establishing a facility wide business plan that concludes concrete goals and strategies for
meeting them. Correct Answer: True
Proper business planning and operations alignment directs that sufficient resources be identified
before strategies for achieving business objectives are developed. Correct Answer: False
What department is considered the core unit of most facilities? Correct Answer: The Golf
operation
What is one of the descriptive/directional elements of the facility's business that need to be in
place before the golf operation is defined? Correct Answer: facility type, geographic locale,
customer base, business objectives and goals, strategies
Policies and procedures are part of which support element of the golf operations organization?
Correct Answer: Systems
What is the most accurate description of the relationship between the facility's business plan and
the golf operation? Correct Answer: Alignment - the golf operation must correspond with the
facility's business plan.
What is the principal focus of golf operations? Correct Answer: providing high-quality playing
experiences and customer service in line with the core values, vision and mission of the
organization
Stakeholders, owners, and boards are positioned at the bottom of a traditional organization chart
(T/F) Correct Answer: False
From a functional perspective, a vendor is what kind of resource? Correct Answer: Financial
resource, they can extend credit and work out arrangements that are quite valuable for a Golf
Operation
What combination of interaction strategies would be the first choice for promoting a positive
facility-wide culture? Correct Answer: Involving and Supporting
What must exist for a facility to have a positive culture? Correct Answer: Communication and
openness to change
What would a typical organizational chart of a golf operation show? Correct Answer: Basic
responsibilities and the relationships between an operation's functional areas.
,In what way is time related to other resources? Correct Answer: It must be reasonably accounted
for and allocated appropriately, and is tied to every other resource.
What is the most likely determinant of the complexity of a facility's organization chart? Correct
Answer: The size of the facility, the number of services offered to customers , and the type of
facility and its mission.
What are examples of financial resources? Correct Answer: Facility reserves, outside sources of
investment, vendors, banks, the physical property, membership,
Staff is considered a tangible facility resource? (T/F) Correct Answer: True
What intangible resource is key to enabling and facilitating peak performance? Correct Answer:
culture
How can a facility foster a culture of improvement? Correct Answer: encourage open discussion
and input , provide tools to positively impact operation
"Identify staffing needs" is one of the staff-management roles in running a golf operation. (T/F)
Correct Answer: True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each
position. (T/F) Correct Answer: True
High-performance profiling is a tool that can be used to communicate a uniform set of facility-
wide expectations for all employees Correct Answer: True
interviewing current employees is the first step in determining current training needs. Correct
Answer: Look at job descriptions and high-performance profiles and checking whether everyone
is trained in job-specific skills
Self assessments are an appropriate means for facility staff to align their personal goals with
business goals. Correct Answer: True
Self assessments are most useful during the hiring process. Correct Answer: during the
evaluation phase
New teachers observed the lead instructor at a golf facility conduct a short game clinic. This is an
example of external staff training. (T/F) Correct Answer: False
What are tasks associated with the "plan for succession" staff-management role managers have in
running a golf operation? Correct Answer: Implement cross-training, shared
functions/responsibilities, ensure several staff can perform key operational tasks, articulate career
paths within the facility's business
,What should a manager consider when determining the number of employees needed to run an
operation? Correct Answer: the human resources it will take to achieve their business objectives,
and seasonal fluctuations in business.
What should golf facilities consider doing to elevate staff performance in meeting management
and customer expectations? Correct Answer: create high performance profiles
What is the advantage of asking open ended questions during the interview process? Correct
Answer: it avoids signaling the right answer
What is an example of external staff training? Correct Answer: Vendor product training, trips to
other facilities, workshops, PGA seminars
Reduced training needs is one of the anticipated benefits of adopting new point-of-sale system
technology. Correct Answer: False- improved efficiency, improved customer service
What is the first step in acquiring a new technology-based system? Correct Answer: Assess
facility needs
What are policies? Correct Answer: Guidelines and rules that outline a definite course of action
in various situations.
What are procedures? Correct Answer: a logical set of step-by-step instructions on how to
implement policies and complete specific tasks.
Shift-change cash control is a procedure used to deter employee theft. Correct Answer: True
Why should employees be involved in creating and revising policies or procedures? Correct
Answer: morale boost, can assess the realism of policy/procedure expectations with feedback
What is a management tool for defining the structure of the golf operation? Correct Answer:
Organization chart
Promotion is one of the 4 "Ps" of marketing Correct Answer: True
Building a brand is a "Moment of truth" opportunity. Correct Answer: False. The brand is the
sum of the product's culture, product or service delivery, and customer perceptions and
expectations for a specific type of benefit or experience.
What does the American Marketing Assocation refer to as a name, term, sign, symbol or design,
or combination of them intended to identify the goods and services of a seller? Correct Answer:
Brand
What is an example of indirect competition to an 18-hole daily fee facility? Correct Answer:
Local fitness and tennis clubs
, Tried and true practices adopted by other successful facilities should be the starting point for
developing new promotional programs. Correct Answer: False
Selling yourself, selling the facility, and selling the game of golf are the three principal layers of
what type of marketing? Correct Answer: Internal
Which type of marketing strategy includes letters to the editor, television appearances, speaking
engagements, and special needs programs? Correct Answer: Public Relations (External)
What is an example of an attraction program at a golf facility? Correct Answer: A Half Hour
clinic showing new golfers how to properly warm up
What is one advantage beginning players gain forming friendships during the learning process?
Correct Answer: More likely to stick with the game, socialization
Social media is a method that professionals can use to communicate with potential and existing
customers Correct Answer: True
Cost-benefit analysis is a way to assess a promotional strategy Correct Answer: True
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales?
Correct Answer: Increases in dollar sales versus the prior year
How can a facility determine the viability of a promotional program? Correct Answer:
Cost/Benefit analysis, interviewing customers, written surveys
What is true when promotional dollars are tied directly to business plan objectives? Correct
Answer: easier to identify the target audience, decide on promotional vehicles, and establish a
budget
How should surveys, focus groups, and sales analyses be used to keep a facility from wasting
money on ineffective promotions? Correct Answer: Helps understand the target market
What question should be asked in order to obtain reliable information for evaluating the
effectiveness of a targeted promotional strategy? Correct Answer: Was the right audience
targeted? Were certain communication vehicles more effective than others? Were the
promotional messages clear to customers?
How would a facility determine the expense per sale that could be attributed to a targeted
promotional strategy? Correct Answer: Cost-Benefit Analysis
What would be the most reliable means of predicting the likelihood a proposed promotional plan
would be successful? Correct Answer: Knowing the target market and being aligned with
business plan objectives
Managing play best practices are the same across facility types Correct Answer: False
Questions with 100% Correct Answers
the vision Core Values and mission statement of a golf facility should be developed concurrently
with establishing a facility wide business plan that concludes concrete goals and strategies for
meeting them. Correct Answer: True
Proper business planning and operations alignment directs that sufficient resources be identified
before strategies for achieving business objectives are developed. Correct Answer: False
What department is considered the core unit of most facilities? Correct Answer: The Golf
operation
What is one of the descriptive/directional elements of the facility's business that need to be in
place before the golf operation is defined? Correct Answer: facility type, geographic locale,
customer base, business objectives and goals, strategies
Policies and procedures are part of which support element of the golf operations organization?
Correct Answer: Systems
What is the most accurate description of the relationship between the facility's business plan and
the golf operation? Correct Answer: Alignment - the golf operation must correspond with the
facility's business plan.
What is the principal focus of golf operations? Correct Answer: providing high-quality playing
experiences and customer service in line with the core values, vision and mission of the
organization
Stakeholders, owners, and boards are positioned at the bottom of a traditional organization chart
(T/F) Correct Answer: False
From a functional perspective, a vendor is what kind of resource? Correct Answer: Financial
resource, they can extend credit and work out arrangements that are quite valuable for a Golf
Operation
What combination of interaction strategies would be the first choice for promoting a positive
facility-wide culture? Correct Answer: Involving and Supporting
What must exist for a facility to have a positive culture? Correct Answer: Communication and
openness to change
What would a typical organizational chart of a golf operation show? Correct Answer: Basic
responsibilities and the relationships between an operation's functional areas.
,In what way is time related to other resources? Correct Answer: It must be reasonably accounted
for and allocated appropriately, and is tied to every other resource.
What is the most likely determinant of the complexity of a facility's organization chart? Correct
Answer: The size of the facility, the number of services offered to customers , and the type of
facility and its mission.
What are examples of financial resources? Correct Answer: Facility reserves, outside sources of
investment, vendors, banks, the physical property, membership,
Staff is considered a tangible facility resource? (T/F) Correct Answer: True
What intangible resource is key to enabling and facilitating peak performance? Correct Answer:
culture
How can a facility foster a culture of improvement? Correct Answer: encourage open discussion
and input , provide tools to positively impact operation
"Identify staffing needs" is one of the staff-management roles in running a golf operation. (T/F)
Correct Answer: True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each
position. (T/F) Correct Answer: True
High-performance profiling is a tool that can be used to communicate a uniform set of facility-
wide expectations for all employees Correct Answer: True
interviewing current employees is the first step in determining current training needs. Correct
Answer: Look at job descriptions and high-performance profiles and checking whether everyone
is trained in job-specific skills
Self assessments are an appropriate means for facility staff to align their personal goals with
business goals. Correct Answer: True
Self assessments are most useful during the hiring process. Correct Answer: during the
evaluation phase
New teachers observed the lead instructor at a golf facility conduct a short game clinic. This is an
example of external staff training. (T/F) Correct Answer: False
What are tasks associated with the "plan for succession" staff-management role managers have in
running a golf operation? Correct Answer: Implement cross-training, shared
functions/responsibilities, ensure several staff can perform key operational tasks, articulate career
paths within the facility's business
,What should a manager consider when determining the number of employees needed to run an
operation? Correct Answer: the human resources it will take to achieve their business objectives,
and seasonal fluctuations in business.
What should golf facilities consider doing to elevate staff performance in meeting management
and customer expectations? Correct Answer: create high performance profiles
What is the advantage of asking open ended questions during the interview process? Correct
Answer: it avoids signaling the right answer
What is an example of external staff training? Correct Answer: Vendor product training, trips to
other facilities, workshops, PGA seminars
Reduced training needs is one of the anticipated benefits of adopting new point-of-sale system
technology. Correct Answer: False- improved efficiency, improved customer service
What is the first step in acquiring a new technology-based system? Correct Answer: Assess
facility needs
What are policies? Correct Answer: Guidelines and rules that outline a definite course of action
in various situations.
What are procedures? Correct Answer: a logical set of step-by-step instructions on how to
implement policies and complete specific tasks.
Shift-change cash control is a procedure used to deter employee theft. Correct Answer: True
Why should employees be involved in creating and revising policies or procedures? Correct
Answer: morale boost, can assess the realism of policy/procedure expectations with feedback
What is a management tool for defining the structure of the golf operation? Correct Answer:
Organization chart
Promotion is one of the 4 "Ps" of marketing Correct Answer: True
Building a brand is a "Moment of truth" opportunity. Correct Answer: False. The brand is the
sum of the product's culture, product or service delivery, and customer perceptions and
expectations for a specific type of benefit or experience.
What does the American Marketing Assocation refer to as a name, term, sign, symbol or design,
or combination of them intended to identify the goods and services of a seller? Correct Answer:
Brand
What is an example of indirect competition to an 18-hole daily fee facility? Correct Answer:
Local fitness and tennis clubs
, Tried and true practices adopted by other successful facilities should be the starting point for
developing new promotional programs. Correct Answer: False
Selling yourself, selling the facility, and selling the game of golf are the three principal layers of
what type of marketing? Correct Answer: Internal
Which type of marketing strategy includes letters to the editor, television appearances, speaking
engagements, and special needs programs? Correct Answer: Public Relations (External)
What is an example of an attraction program at a golf facility? Correct Answer: A Half Hour
clinic showing new golfers how to properly warm up
What is one advantage beginning players gain forming friendships during the learning process?
Correct Answer: More likely to stick with the game, socialization
Social media is a method that professionals can use to communicate with potential and existing
customers Correct Answer: True
Cost-benefit analysis is a way to assess a promotional strategy Correct Answer: True
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales?
Correct Answer: Increases in dollar sales versus the prior year
How can a facility determine the viability of a promotional program? Correct Answer:
Cost/Benefit analysis, interviewing customers, written surveys
What is true when promotional dollars are tied directly to business plan objectives? Correct
Answer: easier to identify the target audience, decide on promotional vehicles, and establish a
budget
How should surveys, focus groups, and sales analyses be used to keep a facility from wasting
money on ineffective promotions? Correct Answer: Helps understand the target market
What question should be asked in order to obtain reliable information for evaluating the
effectiveness of a targeted promotional strategy? Correct Answer: Was the right audience
targeted? Were certain communication vehicles more effective than others? Were the
promotional messages clear to customers?
How would a facility determine the expense per sale that could be attributed to a targeted
promotional strategy? Correct Answer: Cost-Benefit Analysis
What would be the most reliable means of predicting the likelihood a proposed promotional plan
would be successful? Correct Answer: Knowing the target market and being aligned with
business plan objectives
Managing play best practices are the same across facility types Correct Answer: False
