PGA PGM Level 3 Golf Ops Exam 2026
Questions and Answers
When should a manager address performance gaps if an issue arise regarding a
performer's work? - Correct answer-If a gap arises the gap should be addressed as
soon as possible
How should the complexity of a task be handled if a performer is learning
something new? - Correct answer-Start simple and add more once the basics are
mastered
What expectations should a manager's performance standards reflect? - Correct
answer-Constantly updating, all parties on the same page, scheduled reviews
What element of the performance system describes the job task? - Correct answer-
Performance expectations
What is the recommended guideline a manager should use if an employee's actual
performance differs from the expected performance? - Correct answer-The
performance system and should find mutual agreement
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,How should resources be allocated to avoid overwhelming a performer? - Correct
answer-Make the performer aware of available resources and involve the performer
in allocation
What types of resources are necessary to carry out the facility's mission and
financial goals? - Correct answer-Material, physical, financial, human, time based
The golf shop merchandise operation is underperforming to revenue projections
and inventory management challenges are occurring. What type of resources could
best resolve these problems? - Correct answer-Material, physical, human
Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - Correct
answer-Performance expectations
Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - Correct answer-Consists of cues that are
presented in the system, audible thermometer is a cue for action and the input is a
signal for action
A hydraulic leak is discovered when using a triplex mower on the greens. What
type of input amplifier can be implemented to minimize the problem? - Correct
answer-Provide on the spot coaching, develop a checklist that is easily accessible.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
,What is defined as the information, circumstances, or events that signal a
performer to take the appropriate action? - Correct answer-Input
When conducting a junior event, 22 juniors pre-registered and 45 attended on the
day of the event. This prompted the facility to increase the professional staff by 2
teachers to accommodate the volume of juniors. In this example, what type of input
signaled appropriate action? - Correct answer-Circusmtance
What should a manager do when a performer has difficulty recognizing when to
take action on a specific task? - Correct answer-Manager may need to amplify
input to make sure it is noticed.
What type of consequence happens when a chef experiences gratification after
presenting an elegant surf and turf dinner during a ladies' member-guest event? -
Correct answer-Internal/psychological consequences
An employee is repeatedly late for the morning shift. the supervisor reassigns this
person to the afternoon shift. What is the problem with this scheduling adjustment?
- Correct answer-Action and consequence are misaligned and the desired
reinforcement/behavior will not occur
A team member who set the hole locations accurately and efficiently is assigned to
routinely complete this maintenance task. What is the potential result of this
situation? - Correct answer-Positive consequence
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Cheryl, Maggie and Rosa are all assigned to work in the bag room a few days a
week. Maggie and Rosa are assigned to weekday shifts and Cheryl works the
weekend. Both Maggie and Rosa have cleaned up the messy bag room upon return
to work on Mondays. They do not understand why Cheryl is allowed to leave work
without cleaning the bag room. What performance element needs to be addressed
to resolve this issue? - Correct answer-Feedback
A member attempts to return a golf shirt and demands a cash refund. The assistant
professional insists on following the established policy for exchange. The member
complains to the head professional, who then reprimands the assistant. Which
element of the performance system is misaligned in this situation? - Correct
answer-Feedback
An employee is struggling to develop relationships with club members. The PGA
GM should schedule this employee to shadow a top performer during their shifts.
What type of feedback is shown in this exmaple? - Correct answer-Present
feedback in a timely manner
Numerous members complain about the conditions and speed of the greens after
weekend play. The PGA General Manager meets with the golf course
Superintendent at Friday's staff meeting regarding this issue. What is the potential
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
Questions and Answers
When should a manager address performance gaps if an issue arise regarding a
performer's work? - Correct answer-If a gap arises the gap should be addressed as
soon as possible
How should the complexity of a task be handled if a performer is learning
something new? - Correct answer-Start simple and add more once the basics are
mastered
What expectations should a manager's performance standards reflect? - Correct
answer-Constantly updating, all parties on the same page, scheduled reviews
What element of the performance system describes the job task? - Correct answer-
Performance expectations
What is the recommended guideline a manager should use if an employee's actual
performance differs from the expected performance? - Correct answer-The
performance system and should find mutual agreement
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,How should resources be allocated to avoid overwhelming a performer? - Correct
answer-Make the performer aware of available resources and involve the performer
in allocation
What types of resources are necessary to carry out the facility's mission and
financial goals? - Correct answer-Material, physical, financial, human, time based
The golf shop merchandise operation is underperforming to revenue projections
and inventory management challenges are occurring. What type of resources could
best resolve these problems? - Correct answer-Material, physical, human
Which element of the performance system is being utilized when managers
communicate the information needed for a performer to complete a task? - Correct
answer-Performance expectations
Why would an audible thermometer need to be used to identify the appropriate
temperature of food related to input? - Correct answer-Consists of cues that are
presented in the system, audible thermometer is a cue for action and the input is a
signal for action
A hydraulic leak is discovered when using a triplex mower on the greens. What
type of input amplifier can be implemented to minimize the problem? - Correct
answer-Provide on the spot coaching, develop a checklist that is easily accessible.
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
,What is defined as the information, circumstances, or events that signal a
performer to take the appropriate action? - Correct answer-Input
When conducting a junior event, 22 juniors pre-registered and 45 attended on the
day of the event. This prompted the facility to increase the professional staff by 2
teachers to accommodate the volume of juniors. In this example, what type of input
signaled appropriate action? - Correct answer-Circusmtance
What should a manager do when a performer has difficulty recognizing when to
take action on a specific task? - Correct answer-Manager may need to amplify
input to make sure it is noticed.
What type of consequence happens when a chef experiences gratification after
presenting an elegant surf and turf dinner during a ladies' member-guest event? -
Correct answer-Internal/psychological consequences
An employee is repeatedly late for the morning shift. the supervisor reassigns this
person to the afternoon shift. What is the problem with this scheduling adjustment?
- Correct answer-Action and consequence are misaligned and the desired
reinforcement/behavior will not occur
A team member who set the hole locations accurately and efficiently is assigned to
routinely complete this maintenance task. What is the potential result of this
situation? - Correct answer-Positive consequence
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Cheryl, Maggie and Rosa are all assigned to work in the bag room a few days a
week. Maggie and Rosa are assigned to weekday shifts and Cheryl works the
weekend. Both Maggie and Rosa have cleaned up the messy bag room upon return
to work on Mondays. They do not understand why Cheryl is allowed to leave work
without cleaning the bag room. What performance element needs to be addressed
to resolve this issue? - Correct answer-Feedback
A member attempts to return a golf shirt and demands a cash refund. The assistant
professional insists on following the established policy for exchange. The member
complains to the head professional, who then reprimands the assistant. Which
element of the performance system is misaligned in this situation? - Correct
answer-Feedback
An employee is struggling to develop relationships with club members. The PGA
GM should schedule this employee to shadow a top performer during their shifts.
What type of feedback is shown in this exmaple? - Correct answer-Present
feedback in a timely manner
Numerous members complain about the conditions and speed of the greens after
weekend play. The PGA General Manager meets with the golf course
Superintendent at Friday's staff meeting regarding this issue. What is the potential
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
