PGA 3.0 LEVEL 2 STUDY GUIDE
QUESTIONS AND ANSWERS
The vision, core values, and mission statement of a golf facility should be developed
concurrently with establishing a facility-wide business plan that includes concrete
goals with strategies for meeting them. (T/F) - Answer-True
What department is considered the core business unit of most facilities? - Answer-
Golf Operations
Policies and procedures are port of which support element of the golf operation's
organization? - Answer-Systems
What is the most accurate description of the relationship between the facility's
business plan and the golf operation? - Answer-Golf Operation is very core and
center of the golf business plan
What is the principal focus of golf operations? Systems Operational Manual -
Answer-
What combination of interaction strategies would be the first choice for promoting a
positive facility-wide culture? - Answer-Involving and Supporting
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
What must exist for a facility to have a positive culture? - Answer-Resources
What would a typical organizational chart of a golf operation show? - Answer-Staff
roles and the relationships between them
What is the most likely determinant of the complexity of a facility's organizational
chart? - Answer-Size of facility and number of resources
What determines the complexity of a facility's organization chart? Size of facility,
number of services offered, type of facility, mission - Answer-
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? -
Answer-Culture
How can facilities foster a positive culture of improvement? - Answer-Open
communication and discussion
How can a facility foster a culture of improvement? - Answer-Evolving / Everyone on
board
,"Identify staffing needs" is one of the staff-management roles in running a golf
operation. (T/F) - Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks
associated with each position. (T/F) - Answer-True
High-performance profiling is a tool that can be used to communicate a uniform set
of facility-wide expectations for all employees. (T/F) - Answer-True
Self-assessments are an appropriate means for facility staff to align their personal
goals with business goals. (T/F) - Answer-True
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) - Answer-False
What should a manager consider when determining the number of employees
needed to run an operation? - Answer-Human resources it will take
What should golf facilities consider doing to elevate staff performance in meeting
management and customer expectations? - Answer-Create high performance
profiles
What is the advantage of asking open-ended questions during the interview
process? Lead to unbiased answers - Answer-
What is an example of external staff training? - Answer-Employee going to the PGA
Show
Reduced training needs is one of the anticipated benefits of adopting new point of
sale system technology. (T/F) - Answer-False
What is the first step in acquiring a new technology-based system? - Answer-Assess
facility needs
What are procedures? - Answer-Step by step instructions on how to implement
policies and complete specific tasks
What are policies? - Answer-Guidelines and rules laid down by management that
outline the course of action in various situations
Why should employees be involved in creating and revising policies or procedures? -
Answer-Encourages staff to buy in to the guidelines it sets out
What is a management tool for defining the structure of the golf operation? - Answer-
Business planning - Policies and procedures
Promotion is one of the four "Ps" of marketing? (T/F) - Answer-True
, What does the American Marketing Association refer to as a name, term, sign,
symbol or design, or combination of them intended to identify the goods and services
of a seller? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-
Fitness and tennis club
What is an example of an attraction program at a golf facility? - Answer-Clinic
showing new golfers how to warm up
Social media is a method that professionals can use to communicate with potential
and existing customers. (T/F) - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy. (T/F) - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting
retail sales? - Answer-Increase in sales compared to prior year
How can a facility determine the viability of a promotional program? - Answer-Cost-
benefit analysis, interviewing customers, written surveys
How should surveys, focus groups, and sales analyses be used to keep a facility
from wasting money on ineffective promotions? - Answer-Helps understand the
target market
What would be the most reliable means of predicting the likelihood a proposed
promotional plan would be successful? - Answer-Knowing the target market and
being aligned with business plan objectives
Managing play best practices are the same across facility types. (T/F) - Answer-
False
When are private facilities exempt from the accommodation requirements of the
Americans with Disabilities Act? - Answer-When no public play is allowed
What is an example of facility functions that need written safety procedures to insure
uniform actions of staff? - Answer-Golf car use, inclement weather, medical
emergencies, alcohol consumption, handling disruptive players
Under what law are golf facilities required to provide all people with goods and
services on an equal basis? - Answer-Americans with Disabilities Act
Which tee time starting system can reliably prevent players from monopolizing the
best tee times? - Answer-Lottery System
Which tee time starting system compensates well for no-shows? - Answer-Walk on
and play
What does USGA's Pace Rating System help determine? - Answer-How quickly a
foursome of average golfers should play a particular course on a busy day
QUESTIONS AND ANSWERS
The vision, core values, and mission statement of a golf facility should be developed
concurrently with establishing a facility-wide business plan that includes concrete
goals with strategies for meeting them. (T/F) - Answer-True
What department is considered the core business unit of most facilities? - Answer-
Golf Operations
Policies and procedures are port of which support element of the golf operation's
organization? - Answer-Systems
What is the most accurate description of the relationship between the facility's
business plan and the golf operation? - Answer-Golf Operation is very core and
center of the golf business plan
What is the principal focus of golf operations? Systems Operational Manual -
Answer-
What combination of interaction strategies would be the first choice for promoting a
positive facility-wide culture? - Answer-Involving and Supporting
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
What must exist for a facility to have a positive culture? - Answer-Resources
What would a typical organizational chart of a golf operation show? - Answer-Staff
roles and the relationships between them
What is the most likely determinant of the complexity of a facility's organizational
chart? - Answer-Size of facility and number of resources
What determines the complexity of a facility's organization chart? Size of facility,
number of services offered, type of facility, mission - Answer-
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? -
Answer-Culture
How can facilities foster a positive culture of improvement? - Answer-Open
communication and discussion
How can a facility foster a culture of improvement? - Answer-Evolving / Everyone on
board
,"Identify staffing needs" is one of the staff-management roles in running a golf
operation. (T/F) - Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks
associated with each position. (T/F) - Answer-True
High-performance profiling is a tool that can be used to communicate a uniform set
of facility-wide expectations for all employees. (T/F) - Answer-True
Self-assessments are an appropriate means for facility staff to align their personal
goals with business goals. (T/F) - Answer-True
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) - Answer-False
What should a manager consider when determining the number of employees
needed to run an operation? - Answer-Human resources it will take
What should golf facilities consider doing to elevate staff performance in meeting
management and customer expectations? - Answer-Create high performance
profiles
What is the advantage of asking open-ended questions during the interview
process? Lead to unbiased answers - Answer-
What is an example of external staff training? - Answer-Employee going to the PGA
Show
Reduced training needs is one of the anticipated benefits of adopting new point of
sale system technology. (T/F) - Answer-False
What is the first step in acquiring a new technology-based system? - Answer-Assess
facility needs
What are procedures? - Answer-Step by step instructions on how to implement
policies and complete specific tasks
What are policies? - Answer-Guidelines and rules laid down by management that
outline the course of action in various situations
Why should employees be involved in creating and revising policies or procedures? -
Answer-Encourages staff to buy in to the guidelines it sets out
What is a management tool for defining the structure of the golf operation? - Answer-
Business planning - Policies and procedures
Promotion is one of the four "Ps" of marketing? (T/F) - Answer-True
, What does the American Marketing Association refer to as a name, term, sign,
symbol or design, or combination of them intended to identify the goods and services
of a seller? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-
Fitness and tennis club
What is an example of an attraction program at a golf facility? - Answer-Clinic
showing new golfers how to warm up
Social media is a method that professionals can use to communicate with potential
and existing customers. (T/F) - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy. (T/F) - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting
retail sales? - Answer-Increase in sales compared to prior year
How can a facility determine the viability of a promotional program? - Answer-Cost-
benefit analysis, interviewing customers, written surveys
How should surveys, focus groups, and sales analyses be used to keep a facility
from wasting money on ineffective promotions? - Answer-Helps understand the
target market
What would be the most reliable means of predicting the likelihood a proposed
promotional plan would be successful? - Answer-Knowing the target market and
being aligned with business plan objectives
Managing play best practices are the same across facility types. (T/F) - Answer-
False
When are private facilities exempt from the accommodation requirements of the
Americans with Disabilities Act? - Answer-When no public play is allowed
What is an example of facility functions that need written safety procedures to insure
uniform actions of staff? - Answer-Golf car use, inclement weather, medical
emergencies, alcohol consumption, handling disruptive players
Under what law are golf facilities required to provide all people with goods and
services on an equal basis? - Answer-Americans with Disabilities Act
Which tee time starting system can reliably prevent players from monopolizing the
best tee times? - Answer-Lottery System
Which tee time starting system compensates well for no-shows? - Answer-Walk on
and play
What does USGA's Pace Rating System help determine? - Answer-How quickly a
foursome of average golfers should play a particular course on a busy day
