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, Bensure Bseveral Bstaff Bcan Bperform Bkey Boperational Btasks, Barticulate
Bcareer Bpaths Bwithin Bthe Bfacility's Bbusiness
What Bshould Ba Bmanager Bconsider Bwhen Bdetermining Bthe Bnumber Bof Bemployees Bneeded Bto Brun
Ban Boperation? BCorrect BAnswer: B Bthe Bhuman Bresources Bit Bwill Btake Bto Bachieve Btheir Bbusiness
Bobjectives, Band Bseasonal Bfluctuations Bin Bbusiness.
What Bshould Bgolf Bfacilities Bconsider Bdoing Bto Belevate Bstaff Bperformance Bin Bmeeting
Bmanagement Band Bcustomer Bexpectations? BCorrect BAnswer: B Bcreate Bhigh Bperformance Bprofiles
What Bis Bthe Badvantage Bof Basking Bopen Bended Bquestions Bduring Bthe Binterview Bprocess? BCorrect
BAnswer: B Bit Bavoids Bsignaling Bthe Bright Banswer
What Bis Ban Bexample Bof Bexternal Bstaff Btraining? BCorrect BAnswer: B BVendor Bproduct Btraining,
Btrips Bto Bother Bfacilities, Bworkshops, BPGA Bseminars
Reduced Btraining Bneeds Bis Bone Bof Bthe Banticipated Bbenefits Bof Badopting Bnew Bpoint-of-sale
Bsystem Btechnology. BCorrect BAnswer: B BFalse- Bimproved Befficiency, Bimproved Bcustomer Bservice
What Bis Bthe Bfirst Bstep Bin Bacquiring Ba Bnew Btechnology-based Bsystem? BCorrect BAnswer: B BAssess
Bfacility Bneeds
What Bare Bpolicies? BCorrect BAnswer: B BGuidelines Band Brules Bthat Boutline Ba Bdefinite Bcourse Bof
Baction Bin Bvarious Bsituations.
What Bare Bprocedures? BCorrect BAnswer: B Ba Blogical Bset Bof Bstep-by-step Binstructions Bon Bhow Bto
Bimplement Bpolicies Band Bcomplete Bspecific Btasks.
Shift-change Bcash Bcontrol Bis Ba Bprocedure Bused Bto Bdeter Bemployee Btheft. BCorrect BAnswer: B
BTrue
Why Bshould Bemployees Bbe Binvolved Bin Bcreating Band Brevising Bpolicies Bor Bprocedures? BCorrect
BAnswer: B Bmorale Bboost, Bcan Bassess Bthe Brealism Bof Bpolicy/procedure Bexpectations Bwith
Bfeedback
What Bis Ba Bmanagement Btool Bfor Bdefining Bthe Bstructure Bof Bthe Bgolf Boperation? BCorrect BAnswer:
B BOrganization Bchart
Promotion Bis Bone Bof Bthe B4 B"Ps" Bof Bmarketing BCorrect BAnswer: B BTrue
Building Ba Bbrand Bis Ba B"Moment Bof Btruth" Bopportunity. BCorrect BAnswer: B BFalse. BThe Bbrand Bis
Bthe Bsum Bof Bthe Bproduct's Bculture, Bproduct Bor Bservice Bdelivery, Band Bcustomer Bperceptions Band
Bexpectations Bfor Ba Bspecific Btype Bof Bbenefit Bor Bexperience.
, What Bdoes Bthe BAmerican BMarketing BAssocation Brefer Bto Bas Ba Bname, Bterm, Bsign, Bsymbol Bor
Bdesign, Bor Bcombination Bof Bthem Bintended Bto Bidentify Bthe Bgoods Band Bservices Bof Ba Bseller?
BCorrect BAnswer: B BBrand
What Bis Ban Bexample Bof Bindirect Bcompetition Bto Ban B18-hole Bdaily Bfee Bfacility? BCorrect BAnswer:
B BLocal Bfitness Band Btennis Bclubs
Tried Band Btrue Bpractices Badopted Bby Bother Bsuccessful Bfacilities Bshould Bbe Bthe Bstarting Bpoint Bfor
Bdeveloping Bnew Bpromotional Bprograms. BCorrect BAnswer: B BFalse
Selling Byourself, Bselling Bthe Bfacility, Band Bselling Bthe Bgame Bof Bgolf Bare Bthe Bthree Bprincipal
Blayers Bof Bwhat Btype Bof Bmarketing? BCorrect BAnswer: B BInternal
Which Btype Bof Bmarketing Bstrategy Bincludes Bletters Bto Bthe Beditor, Btelevision Bappearances,
Bspeaking Bengagements, Band Bspecial Bneeds Bprograms? BCorrect BAnswer: B BPublic BRelations
B(External)
What Bis Ban Bexample Bof Ban Battraction Bprogram Bat Ba Bgolf Bfacility? BCorrect BAnswer: B BA BHalf
BHour Bclinic Bshowing Bnew Bgolfers Bhow Bto Bproperly Bwarm Bup
What Bis Bone Badvantage Bbeginning Bplayers Bgain Bforming Bfriendships Bduring Bthe Blearning
Bprocess? BCorrect BAnswer: B BMore Blikely Bto Bstick Bwith Bthe Bgame, Bsocialization
Social Bmedia Bis Ba Bmethod Bthat Bprofessionals Bcan Buse Bto Bcommunicate Bwith Bpotential Band
Bexisting Bcustomers BCorrect BAnswer: B BTrue
Cost-benefit Banalysis Bis Ba Bway Bto Bassess Ba Bpromotional Bstrategy BCorrect BAnswer: B BTrue
What Bis Ba Breliable Bindicator Bof Bthe Beffectiveness Bof Ba Bpromotional Bprogram Btargeting Bretail
Bsales? BCorrect BAnswer: B BIncreases Bin Bdollar Bsales Bversus Bthe Bprior Byear
How Bcan Ba Bfacility Bdetermine Bthe Bviability Bof Ba Bpromotional Bprogram? BCorrect BAnswer: B
BCost/Benefit Banalysis, Binterviewing Bcustomers, Bwritten Bsurveys
What Bis Btrue Bwhen Bpromotional Bdollars Bare Btied Bdirectly Bto Bbusiness Bplan Bobjectives? BCorrect
BAnswer: B Beasier Bto Bidentify Bthe Btarget Baudience, Bdecide Bon Bpromotional Bvehicles, Band
Bestablish Ba Bbudget
How Bshould Bsurveys, Bfocus Bgroups, Band Bsales Banalyses Bbe Bused Bto Bkeep Ba Bfacility Bfrom
Bwasting Bmoney Bon Bineffective Bpromotions? BCorrect BAnswer: B BHelps Bunderstand Bthe Btarget
Bmarket
What Bquestion Bshould Bbe Basked Bin Border Bto Bobtain Breliable Binformation Bfor Bevaluating Bthe
Beffectiveness Bof Ba Btargeted Bpromotional Bstrategy? BCorrect BAnswer: B BWas Bthe Bright Baudience
Btargeted? BWere Bcertain Bcommunication Bvehicles Bmore Beffective Bthan Bothers? BWere Bthe
Bpromotional Bmessages Bclear Bto Bcustomers?
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, Bensure Bseveral Bstaff Bcan Bperform Bkey Boperational Btasks, Barticulate
Bcareer Bpaths Bwithin Bthe Bfacility's Bbusiness
What Bshould Ba Bmanager Bconsider Bwhen Bdetermining Bthe Bnumber Bof Bemployees Bneeded Bto Brun
Ban Boperation? BCorrect BAnswer: B Bthe Bhuman Bresources Bit Bwill Btake Bto Bachieve Btheir Bbusiness
Bobjectives, Band Bseasonal Bfluctuations Bin Bbusiness.
What Bshould Bgolf Bfacilities Bconsider Bdoing Bto Belevate Bstaff Bperformance Bin Bmeeting
Bmanagement Band Bcustomer Bexpectations? BCorrect BAnswer: B Bcreate Bhigh Bperformance Bprofiles
What Bis Bthe Badvantage Bof Basking Bopen Bended Bquestions Bduring Bthe Binterview Bprocess? BCorrect
BAnswer: B Bit Bavoids Bsignaling Bthe Bright Banswer
What Bis Ban Bexample Bof Bexternal Bstaff Btraining? BCorrect BAnswer: B BVendor Bproduct Btraining,
Btrips Bto Bother Bfacilities, Bworkshops, BPGA Bseminars
Reduced Btraining Bneeds Bis Bone Bof Bthe Banticipated Bbenefits Bof Badopting Bnew Bpoint-of-sale
Bsystem Btechnology. BCorrect BAnswer: B BFalse- Bimproved Befficiency, Bimproved Bcustomer Bservice
What Bis Bthe Bfirst Bstep Bin Bacquiring Ba Bnew Btechnology-based Bsystem? BCorrect BAnswer: B BAssess
Bfacility Bneeds
What Bare Bpolicies? BCorrect BAnswer: B BGuidelines Band Brules Bthat Boutline Ba Bdefinite Bcourse Bof
Baction Bin Bvarious Bsituations.
What Bare Bprocedures? BCorrect BAnswer: B Ba Blogical Bset Bof Bstep-by-step Binstructions Bon Bhow Bto
Bimplement Bpolicies Band Bcomplete Bspecific Btasks.
Shift-change Bcash Bcontrol Bis Ba Bprocedure Bused Bto Bdeter Bemployee Btheft. BCorrect BAnswer: B
BTrue
Why Bshould Bemployees Bbe Binvolved Bin Bcreating Band Brevising Bpolicies Bor Bprocedures? BCorrect
BAnswer: B Bmorale Bboost, Bcan Bassess Bthe Brealism Bof Bpolicy/procedure Bexpectations Bwith
Bfeedback
What Bis Ba Bmanagement Btool Bfor Bdefining Bthe Bstructure Bof Bthe Bgolf Boperation? BCorrect BAnswer:
B BOrganization Bchart
Promotion Bis Bone Bof Bthe B4 B"Ps" Bof Bmarketing BCorrect BAnswer: B BTrue
Building Ba Bbrand Bis Ba B"Moment Bof Btruth" Bopportunity. BCorrect BAnswer: B BFalse. BThe Bbrand Bis
Bthe Bsum Bof Bthe Bproduct's Bculture, Bproduct Bor Bservice Bdelivery, Band Bcustomer Bperceptions Band
Bexpectations Bfor Ba Bspecific Btype Bof Bbenefit Bor Bexperience.
, What Bdoes Bthe BAmerican BMarketing BAssocation Brefer Bto Bas Ba Bname, Bterm, Bsign, Bsymbol Bor
Bdesign, Bor Bcombination Bof Bthem Bintended Bto Bidentify Bthe Bgoods Band Bservices Bof Ba Bseller?
BCorrect BAnswer: B BBrand
What Bis Ban Bexample Bof Bindirect Bcompetition Bto Ban B18-hole Bdaily Bfee Bfacility? BCorrect BAnswer:
B BLocal Bfitness Band Btennis Bclubs
Tried Band Btrue Bpractices Badopted Bby Bother Bsuccessful Bfacilities Bshould Bbe Bthe Bstarting Bpoint Bfor
Bdeveloping Bnew Bpromotional Bprograms. BCorrect BAnswer: B BFalse
Selling Byourself, Bselling Bthe Bfacility, Band Bselling Bthe Bgame Bof Bgolf Bare Bthe Bthree Bprincipal
Blayers Bof Bwhat Btype Bof Bmarketing? BCorrect BAnswer: B BInternal
Which Btype Bof Bmarketing Bstrategy Bincludes Bletters Bto Bthe Beditor, Btelevision Bappearances,
Bspeaking Bengagements, Band Bspecial Bneeds Bprograms? BCorrect BAnswer: B BPublic BRelations
B(External)
What Bis Ban Bexample Bof Ban Battraction Bprogram Bat Ba Bgolf Bfacility? BCorrect BAnswer: B BA BHalf
BHour Bclinic Bshowing Bnew Bgolfers Bhow Bto Bproperly Bwarm Bup
What Bis Bone Badvantage Bbeginning Bplayers Bgain Bforming Bfriendships Bduring Bthe Blearning
Bprocess? BCorrect BAnswer: B BMore Blikely Bto Bstick Bwith Bthe Bgame, Bsocialization
Social Bmedia Bis Ba Bmethod Bthat Bprofessionals Bcan Buse Bto Bcommunicate Bwith Bpotential Band
Bexisting Bcustomers BCorrect BAnswer: B BTrue
Cost-benefit Banalysis Bis Ba Bway Bto Bassess Ba Bpromotional Bstrategy BCorrect BAnswer: B BTrue
What Bis Ba Breliable Bindicator Bof Bthe Beffectiveness Bof Ba Bpromotional Bprogram Btargeting Bretail
Bsales? BCorrect BAnswer: B BIncreases Bin Bdollar Bsales Bversus Bthe Bprior Byear
How Bcan Ba Bfacility Bdetermine Bthe Bviability Bof Ba Bpromotional Bprogram? BCorrect BAnswer: B
BCost/Benefit Banalysis, Binterviewing Bcustomers, Bwritten Bsurveys
What Bis Btrue Bwhen Bpromotional Bdollars Bare Btied Bdirectly Bto Bbusiness Bplan Bobjectives? BCorrect
BAnswer: B Beasier Bto Bidentify Bthe Btarget Baudience, Bdecide Bon Bpromotional Bvehicles, Band
Bestablish Ba Bbudget
How Bshould Bsurveys, Bfocus Bgroups, Band Bsales Banalyses Bbe Bused Bto Bkeep Ba Bfacility Bfrom
Bwasting Bmoney Bon Bineffective Bpromotions? BCorrect BAnswer: B BHelps Bunderstand Bthe Btarget
Bmarket
What Bquestion Bshould Bbe Basked Bin Border Bto Bobtain Breliable Binformation Bfor Bevaluating Bthe
Beffectiveness Bof Ba Btargeted Bpromotional Bstrategy? BCorrect BAnswer: B BWas Bthe Bright Baudience
Btargeted? BWere Bcertain Bcommunication Bvehicles Bmore Beffective Bthan Bothers? BWere Bthe
Bpromotional Bmessages Bclear Bto Bcustomers?
