PGA 3.0 LEVEL 2 QUESTIONS AND
ANSWERS
1.What happens to customer expectations over time when they are consistently
met? - Answer-They become part of the requirements and, eventually, the Core
Products and Services as new requirements and expectations emerge. These new
requirements and expectations eventually become part of an updated Core Products
and Services.
2.What is the primary product of the golf business according to the Customer
Relations Manual? - Answer-The PGA Experience
3.What single variable has research shown to be most closely associated with long
term financial performance? - Answer-The Core Products/Services that the club
continues to deliver is associated with long-term financial performance.
4.What is occurring when the customer evaluates the qualify of a facility's products
and services? - Answer-Moments of truth.
5.When does an interactive moment of truth occur for the customer? - Answer-They
involve direct contact between the customer and a staff member.
6.What is occurring when a customer's bag has been incorrectly tagged at the bag
drop? - Answer-A task related failure
7.According to the Customer Relations Manual, what must accompany good
interpersonal skills to achieve high quality relations with your members and
customers? - Answer-They require clear procedures and actionable skills to be
developed for routine day-to-day situations.
8.An upset customer is concerned about the lack of action to speed up play. He
seeks out the golf professional to express his displeasure. What needs to be in place
for the golf professional to resolve the situation? - Answer-Golf professionals must
ensure positive procedures are in place and that staff members are trained in the
Interpersonal Skills required to keep customers happy.
9.What is a clear policy on how to handle customers who arrive late for a tee time? -
Answer-There should be procedures designed to avoid or resolve situations that may
lead to negative customer experiences. A clear policy should include that the
customer loses their spot on the tee sheet and is bumped down to a new time.
10. The Head Professional is explaining the club's "no starting from the 10th tee"
policy to a foursome that has attempted to do so. He explains the reasoning for the
policy and politely extends an invitation to place them as the next group off#1 tee.
What concept of customer relations interactions is illustrated in this scenario? -
Answer-The directing strategy
, 12.What do all customer interactions involve in addition to relationships? - Answer-
The task relationship is what the service provider and the customer are trying to
accomplish. The task and the relationship work in a cycle together.
13.What are the key requirements for good customer relations? - Answer-
Resources, Staffing, and Systems are the key requirements for good customer
relations.
14.What factor affects the value of any resource? - Answer-The Quality of the
resource
15. Running out of scorecards indicates a breakdown of what key requirement for
good customer relations? - Answer-Resources.
16. What is defined as the means available to support staff in completing a task? -
Answer-Resources
17. Detailed policies and procedures lie at the heart of which one of the three
elements necessary to support the delivery of superior customer service? - Answer-
Systems
18. The Head Professional made the following observations at the staging area for a
shotgun event: Area was fully staffed. Necessary supplies were available. Cars were
missing towels, scorecards, and divot sand. A breakdown in what key customer
relations requirement would most likely account for this situation? - Answer-
Resources and Systems because of lack of supplies and improper staff practices.
19.What interaction strategy is appropriate when one is clear about what needs to be
done and the other person accepts the organizational role assignments? - Answer-
Directing Strategy
20.What distinguishes the four interaction strategies from each other? - Answer-the
amount of control of the actions and initiative from others
21. "Modifying your ideas to include other's contributions" is more likely to be part of
which strategy? - Answer-The Involving strategy
22.The successful use of what strategy characteristically involves encouraging
others to find a solution and then helping them to understand your role in
implementing it? - Answer-Supporting Strategy
23.What is the most appropriate strategy to use when a volunteer has begun to
come up with his own ideas after the two of you have worked together for a while? -
Answer-The supporting strategy
24. Which interaction strategy allows others to see the value of adopting your
solution? - Answer-Convincing strategy
ANSWERS
1.What happens to customer expectations over time when they are consistently
met? - Answer-They become part of the requirements and, eventually, the Core
Products and Services as new requirements and expectations emerge. These new
requirements and expectations eventually become part of an updated Core Products
and Services.
2.What is the primary product of the golf business according to the Customer
Relations Manual? - Answer-The PGA Experience
3.What single variable has research shown to be most closely associated with long
term financial performance? - Answer-The Core Products/Services that the club
continues to deliver is associated with long-term financial performance.
4.What is occurring when the customer evaluates the qualify of a facility's products
and services? - Answer-Moments of truth.
5.When does an interactive moment of truth occur for the customer? - Answer-They
involve direct contact between the customer and a staff member.
6.What is occurring when a customer's bag has been incorrectly tagged at the bag
drop? - Answer-A task related failure
7.According to the Customer Relations Manual, what must accompany good
interpersonal skills to achieve high quality relations with your members and
customers? - Answer-They require clear procedures and actionable skills to be
developed for routine day-to-day situations.
8.An upset customer is concerned about the lack of action to speed up play. He
seeks out the golf professional to express his displeasure. What needs to be in place
for the golf professional to resolve the situation? - Answer-Golf professionals must
ensure positive procedures are in place and that staff members are trained in the
Interpersonal Skills required to keep customers happy.
9.What is a clear policy on how to handle customers who arrive late for a tee time? -
Answer-There should be procedures designed to avoid or resolve situations that may
lead to negative customer experiences. A clear policy should include that the
customer loses their spot on the tee sheet and is bumped down to a new time.
10. The Head Professional is explaining the club's "no starting from the 10th tee"
policy to a foursome that has attempted to do so. He explains the reasoning for the
policy and politely extends an invitation to place them as the next group off#1 tee.
What concept of customer relations interactions is illustrated in this scenario? -
Answer-The directing strategy
, 12.What do all customer interactions involve in addition to relationships? - Answer-
The task relationship is what the service provider and the customer are trying to
accomplish. The task and the relationship work in a cycle together.
13.What are the key requirements for good customer relations? - Answer-
Resources, Staffing, and Systems are the key requirements for good customer
relations.
14.What factor affects the value of any resource? - Answer-The Quality of the
resource
15. Running out of scorecards indicates a breakdown of what key requirement for
good customer relations? - Answer-Resources.
16. What is defined as the means available to support staff in completing a task? -
Answer-Resources
17. Detailed policies and procedures lie at the heart of which one of the three
elements necessary to support the delivery of superior customer service? - Answer-
Systems
18. The Head Professional made the following observations at the staging area for a
shotgun event: Area was fully staffed. Necessary supplies were available. Cars were
missing towels, scorecards, and divot sand. A breakdown in what key customer
relations requirement would most likely account for this situation? - Answer-
Resources and Systems because of lack of supplies and improper staff practices.
19.What interaction strategy is appropriate when one is clear about what needs to be
done and the other person accepts the organizational role assignments? - Answer-
Directing Strategy
20.What distinguishes the four interaction strategies from each other? - Answer-the
amount of control of the actions and initiative from others
21. "Modifying your ideas to include other's contributions" is more likely to be part of
which strategy? - Answer-The Involving strategy
22.The successful use of what strategy characteristically involves encouraging
others to find a solution and then helping them to understand your role in
implementing it? - Answer-Supporting Strategy
23.What is the most appropriate strategy to use when a volunteer has begun to
come up with his own ideas after the two of you have worked together for a while? -
Answer-The supporting strategy
24. Which interaction strategy allows others to see the value of adopting your
solution? - Answer-Convincing strategy
