PGA PGM 3.0 Level 1 Test Latest V ersion 2024 "Brought in more events increasing revenues" is an example of a power statement. - ANSWER -True "Communicating your concerns to others" is one of the interpersonal skills presented in the Customer Relations Manual. - ANSWER -false "Develop and promote group lesson programs aimed at a women and Juniors" is an example of an effective business objectives. - ANSWER -False "Giving specific feedback" is defined in the Customer Relations Manual as "responding to others in a way that shows you genuinely understand what they have expressed." - ANSWER -false - "showing understanding" "How do you feel about expanding our marketing efforts" is an example of "encouraging open expression." - ANSWER -true "increase merchandise sales in the golf shop" is an example of a SMART goal. - ANSWER -False "Modifying your ideas to include other's contributions" is more likely to be part of the supporting strategy than the involving strategy - ANSWER -false -more like the involving strategy "So what you are saying is that the changes we made in the last lesson are working really well" is an example of the "showing understanding" interpersonal skill - ANSWER -true A ball at rest in a penalty are is a ball in play? - ANSWER -True A ball is deemed lost if a player has put another ball into play? - ANSWER -True A bridge over a stream is an "immovable obstruction"? - ANSWER -False When your ball is in a penalty area, you do not get free relief from an immovable artificial object (see Rule 16.1a(2) A caddie is an outside influence? - ANSWER -True A caddie may identify a found ball as belonging to his player? - ANSWER -False A capital budget is used for large value items such as equipment and fixtures - ANSWER -True A Cash budget records cash and credit card transactions - ANSWER -true A Cash Flow budget is primarily concerned with what measure - ANSWER -Cash Flow A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be followed in a routine situation - ANSWER -False A co -worker is having difficulty setting up a merchandise display. What strategy would you use to assist him if your intent were to avoid his losing a sense of ownership in creating the display? - ANSWER -supporting strategy A customer arrives late for his assigned tee time on a solidly booked day. He says this is the second time he has been late because a full parking lot forced him to wait for a parking place. He wants assurance from the head professional that this situation will be resolved in the near future. What is the most appropriate interaction strategy for guiding the head professional's response? - ANSWER -
supporting strategy -when seeking support, feeling the need to be understood; desired outcome is commitment A customer enters the Golf Shop and approaches the Head Golf Professional. He tells her how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is the Head Golf Professional using when she says, "I appreciate that you would like the greens to be faster, however, due to the record high temperatures this week, the Superintendent raised the height of the mower to reduce the risk of losing the greens"? - ANSWER -convincing strategy and providing a compelling rationale A customer is upset when he discovers his tee time reservation has been lost. Which interpersonal skill would be most useful in resolving the situation? - ANSWER -showing understanding A customer tells the head professional that he can get the same set of clubs for $45 less at a discount store. After acknowledging the customer's concerns, he said, "I want to keep you as a satisfied customer, so why don't we take a minute to go over the k inds of services we are able to offer through our pro shop." Which interpersonal skill did the head professional use in her follow -up response? - ANSWER -providing a compelling rationale A customer tells the head professional that he can purchase the same club from a discount shop for $25 less. The head professional responds, "We strive to offer our products at a fair price supported by outstanding service and expertise." Which interperson al skill did the head professional exhibit with this response? - ANSWER -providing a compelling rationale A dead bird lies near a players ball in the same bunker. The bird may be removed without penalty? - ANSWER -True A facilities financial objectives could achieved through operational strategies alone. - ANSWER -False A facility gives up control of its fleet when it leases its golf cars. - ANSWER -false -some control A Facility profile defines the overall culture of the business - ANSWER -True A fleet rotation program will result in equal use and fewer golf car breakdowns. - ANSWER -true A Four -Ball stroke play event is best described as two -player teams selecting the better ball on each hole as the team score for that hole - ANSWER -true A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. - ANSWER -false A golf car rental program will often produce a larger margin of profit than any of the facility's other income generating operations - ANSWER -true -either first or second source of income in point of sale A Golf Professional is purchasing a golf course. The business plan he presented to his banker included his history of operating 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 the loan application because of missing information. What important element is missing from the business plan? - ANSWER -Current state of the business A golfer arrives ten minutes after his assigned tee time on a booked solid day. Most likely, which strategy should you use to explain why his tee time was given to someone else? - ANSWER -directing strategy -stating requirements or rules to a customer A good way to implement the "involving" strategy is to provide clear and specific directions and then modify them as needed to gain the cooperation of others. - ANSWER -true A hole -by-hole score sheet is the most efficient type of score sheet to use for a shotgun -start event. - ANSWER -false -not appropriate for shot gun start b/c there is no time to fill in hole by hole scores when scorecards come in at the same time A long -time member of your golf committee is reluctant to endorse a tournament format change that the head professional has proposed. Which interaction strategy would likely be most helpful in resolving the situation? - ANSWER -convincing strategy A member complains about how the club guest policy affects his adult children. However, the policy has been carefully developed and is widely supported by the membership. Which interaction strategy is the best choice for defending the policy? - ANSWER -convincing strategy A member complains about how the guest policy affects his adult children. The head professional knows that the policy is unpopular with many members. What strategy might he use effectively in this situation? - ANSWER -convincing strategy -providing a compelling rationale; desired outcome is agreement A moment of truth occurs when an employee evaluates the service they are going to provide - ANSWER -False A new member of your club insists on a tee time that is not available. Which interaction strategy would be most appropriate in resolving the situation? - ANSWER -convincing strategy A personal development summary details interest strengths weaknesses and future personal development steps - ANSWER -True
supporting strategy -when seeking support, feeling the need to be understood; desired outcome is commitment A customer enters the Golf Shop and approaches the Head Golf Professional. He tells her how frustrated he is that the greens are slow. What interaction strategy and Interpersonal Skills is the Head Golf Professional using when she says, "I appreciate that you would like the greens to be faster, however, due to the record high temperatures this week, the Superintendent raised the height of the mower to reduce the risk of losing the greens"? - ANSWER -convincing strategy and providing a compelling rationale A customer is upset when he discovers his tee time reservation has been lost. Which interpersonal skill would be most useful in resolving the situation? - ANSWER -showing understanding A customer tells the head professional that he can get the same set of clubs for $45 less at a discount store. After acknowledging the customer's concerns, he said, "I want to keep you as a satisfied customer, so why don't we take a minute to go over the k inds of services we are able to offer through our pro shop." Which interpersonal skill did the head professional use in her follow -up response? - ANSWER -providing a compelling rationale A customer tells the head professional that he can purchase the same club from a discount shop for $25 less. The head professional responds, "We strive to offer our products at a fair price supported by outstanding service and expertise." Which interperson al skill did the head professional exhibit with this response? - ANSWER -providing a compelling rationale A dead bird lies near a players ball in the same bunker. The bird may be removed without penalty? - ANSWER -True A facilities financial objectives could achieved through operational strategies alone. - ANSWER -False A facility gives up control of its fleet when it leases its golf cars. - ANSWER -false -some control A Facility profile defines the overall culture of the business - ANSWER -True A fleet rotation program will result in equal use and fewer golf car breakdowns. - ANSWER -true A Four -Ball stroke play event is best described as two -player teams selecting the better ball on each hole as the team score for that hole - ANSWER -true A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. - ANSWER -false A golf car rental program will often produce a larger margin of profit than any of the facility's other income generating operations - ANSWER -true -either first or second source of income in point of sale A Golf Professional is purchasing a golf course. The business plan he presented to his banker included his history of operating 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 the loan application because of missing information. What important element is missing from the business plan? - ANSWER -Current state of the business A golfer arrives ten minutes after his assigned tee time on a booked solid day. Most likely, which strategy should you use to explain why his tee time was given to someone else? - ANSWER -directing strategy -stating requirements or rules to a customer A good way to implement the "involving" strategy is to provide clear and specific directions and then modify them as needed to gain the cooperation of others. - ANSWER -true A hole -by-hole score sheet is the most efficient type of score sheet to use for a shotgun -start event. - ANSWER -false -not appropriate for shot gun start b/c there is no time to fill in hole by hole scores when scorecards come in at the same time A long -time member of your golf committee is reluctant to endorse a tournament format change that the head professional has proposed. Which interaction strategy would likely be most helpful in resolving the situation? - ANSWER -convincing strategy A member complains about how the club guest policy affects his adult children. However, the policy has been carefully developed and is widely supported by the membership. Which interaction strategy is the best choice for defending the policy? - ANSWER -convincing strategy A member complains about how the guest policy affects his adult children. The head professional knows that the policy is unpopular with many members. What strategy might he use effectively in this situation? - ANSWER -convincing strategy -providing a compelling rationale; desired outcome is agreement A moment of truth occurs when an employee evaluates the service they are going to provide - ANSWER -False A new member of your club insists on a tee time that is not available. Which interaction strategy would be most appropriate in resolving the situation? - ANSWER -convincing strategy A personal development summary details interest strengths weaknesses and future personal development steps - ANSWER -True
