PGA 3.0 LEVEL 2 TEST QUESTIONS WITH COMPLETE VERIFIED SOLUTION!!|GRADE
A+|BRAND NEW
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
, PGA 3.0 LEVEL 2 TEST QUESTIONS WITH COMPLETE VERIFIED SOLUTION!!|GRADE
A+|BRAND NEW
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
A+|BRAND NEW
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
, PGA 3.0 LEVEL 2 TEST QUESTIONS WITH COMPLETE VERIFIED SOLUTION!!|GRADE
A+|BRAND NEW
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
