1
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PGA 3.0 Level 2 Customer Relations
Questions and Answers (100% Correct
Answers) Already Graded A+
1.What happens to customer expectations over time when they
are consistently met? [ ANS: ] 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.
© 2025 Assignment Expert
2.What is the primary product of the golf business according to the
Customer Relations Manual? [ ANS: ] The PGA Experience
Guru01 - Stuvia
3.What single variable has research shown to be most closely
associated with long term financial performance? [ ANS: ] 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? [ ANS: ] Moments of truth.
5.When does an interactive moment of truth occur for the
customer? [ ANS: ] 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? [ ANS: ] 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? [ ANS: ] They require
clear procedures and actionable skills to be developed for routine
day-to-day situations.
, 2
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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? [ ANS: ] 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? [ ANS: ] 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
© 2025 Assignment Expert
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.
Guru01 - Stuvia
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? [ ANS: ] The directing strategy
12.What do all customer interactions involve in addition to
relationships? [ ANS: ] 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? [
ANS: ] Resources, Staffing, and Systems are the key requirements
for good customer relations.
14.What factor affects the value of any resource? [ ANS: ] The
Quality of the resource
15. Running out of scorecards indicates a breakdown of what key
requirement for good customer relations? [ ANS: ] Resources.
16. What is defined as the means available to support staff in
completing a task? [ ANS: ] Resources
For Expert help and assignment solutions, +254707240657
PGA 3.0 Level 2 Customer Relations
Questions and Answers (100% Correct
Answers) Already Graded A+
1.What happens to customer expectations over time when they
are consistently met? [ ANS: ] 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.
© 2025 Assignment Expert
2.What is the primary product of the golf business according to the
Customer Relations Manual? [ ANS: ] The PGA Experience
Guru01 - Stuvia
3.What single variable has research shown to be most closely
associated with long term financial performance? [ ANS: ] 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? [ ANS: ] Moments of truth.
5.When does an interactive moment of truth occur for the
customer? [ ANS: ] 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? [ ANS: ] 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? [ ANS: ] They require
clear procedures and actionable skills to be developed for routine
day-to-day situations.
, 2
For Expert help and assignment solutions, +254707240657
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? [ ANS: ] 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? [ ANS: ] 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
© 2025 Assignment Expert
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.
Guru01 - Stuvia
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? [ ANS: ] The directing strategy
12.What do all customer interactions involve in addition to
relationships? [ ANS: ] 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? [
ANS: ] Resources, Staffing, and Systems are the key requirements
for good customer relations.
14.What factor affects the value of any resource? [ ANS: ] The
Quality of the resource
15. Running out of scorecards indicates a breakdown of what key
requirement for good customer relations? [ ANS: ] Resources.
16. What is defined as the means available to support staff in
completing a task? [ ANS: ] Resources
