PGA Level 1 Final Exam Questions With 100% Correct Answers (Latest Updated2023/2024)

PGA Level 1 Final Exam Questions With 100% Correct Answers (Latest Updated2023/2024).What is the primary product of the golf business according to the Customer Relations A Module - ANSWER - The PGA Exeprince What is the best way to foster customer loyalty? - ANSWER - Moment of Truth. When a customer realizes how they are supposed to be treated at a golf facility. What single variable has research shown to be most closely associated with long term financial performance? - ANSWER - Organizational Service Climate. The single most closely associated with long term profitability was "relative perceived product quality" A moment of truth occurs when an employee evaluates the service they are going to provide. - ANSWER - False. A customer not employee. Moment of truth occur each time facility employees come into contact with customers. - ANSWER - True. A moment of truth for the customer not employee. An interactive "moment of truth" opportunity occurs when a customers bag has been incorrectly tagged at the bag drop. - ANSWER - False According to the Customer Relations A module, what must accompany good interpersonal skills to achieve high quality relations with your members and customers? - ANSWER - Properly documented procedures. 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 - Procedures and interpersonal skills. A clear policy on how to handle customers who arrive late for a tee time is an example of a procedure to be followed in a routine situation. - ANSWER - False. This is a challenging situation. 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. This scenario illustrates the concept of the dual perspective of customer relations interactions. - ANSWER - True. It is good interpersonal skills, and procedures in place. The task relationship connection concept allows that a foundation for successful future relations can be built by attending to the customer relationship without the presence of a task focus. - ANSWER - False. Always be task a relationship focused. Aside from relationships, what do all customer interactions involve? - ANSWER - The task. Time is a factor affecting the value of any resource. - ANSWER - True Expectations are a key requirement for good customer relations. - ANSWER - True Running out of scorecards indicates a breakdown of what key requirement for good customer relations? - ANSWER - Resources. What is defined as the means available to support staff in completing a task? - ANSWER - Resources. Detailed polices and procedures lie at the heart of which one of the three elements necessary to support the delivery of superior customer service. - ANSWER - Systems A breakdown in what key customer relations requirement would most likely account for the following situation. 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. - ANSWER - This would be a failure of the systems. Staffing and Resources are good, but the systems policies and procedures in place failed. Golf Car Fleet Management - ANSWER - According to the golf car fleet management A module, what is an added value golf cars can bring to a facility. - ANSWER - Generates revenue Generate more rounds of play Enhances the courses image. The size and car selection of the fleet is the most important for achieving a successful golf car rental program. - ANSWER - True What is most indicative of a well-run golf car rental program. - ANSWER - Attractive cars Competitive prices Provided golfers use the cars correctly, what is a benefit of a properly managed golf car fleet program. - ANSWER - Opens the game to new golfers. Extends years old play. can speed up play. Golf professionals need to be similar with fleet related finances even when they neither own the fleet nor share in its profits. - ANSWER - True A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. - ANSWER - False Golf car fleet programs benefit golf professionals because they give them the chance to demonstrate their value to an employer. - ANSWER - True A fleet rotation program will result in equal use and fewer golf car breakdowns. - ANSWER - True Better cash flow is one benefit of a fleet rotation program. - ANSWER - False Describe a fleet rotation program - ANSWER - A system that allows golf cars to be rotated in and out of service to in-long the life and battery life of the car. According to the Golf Car Fleet Management A Module, restrictions on where cars can be driven should be included as part of what documents. - ANSWER - Operating rules Why should drivers be informed of the facility restrictions that limit where golf cars can be driven. - ANSWER - For their safety, the safety of others, and the well being of the course. Generally, private golf cars are covered through homeowners insurance plans. - ANSWER - True Consulting your attorney is the best option for formulating golf car safety policies and procedures. - ANSWER - False. Form a formal safety committee. How should one approach selecting the proper amount of insurance of their golf car fleet operation. - ANSWER - Understand the specific needs of the course. Go to an insurance broker. What policies would be most effective to have in place for limiting a facility exposures to liability claims - ANSWER - Documenting safety records. What would be an anticipated benefit of documenting the facility golf car safety program? - ANSWER - Better for insurance rates/ premiums and protection from liabilitys. The fleet manager overseas preventive maintenance procedures and records. - ANSWER - True As a general rule, roughly how many full time maintenance people would be required to keep a fleet of 75 cars fully serviced. - ANSWER - Less than 75 cars might have a part time. More than 75 should have a fully time mechanic. According to the golf car fleet a module, who oversees overall administration of the fleet concession. - ANSWER - Fleet manager