PGA Level 1 Customer Relations. All Revision Questions and Correct Answers (Already
Graded A+) (2024 Update) 100% Guaranteed
The key to understanding the PGA Customer Relations Model comes from - ANSWER-
understanding the customer
Customers - ANSWER- define the service
PGA
Professionals - ANSWER- strive to meet and exceed customers' expectations in order to acquire
and maintain a robust customer base at a facility.
The idea that having good customer relations - ANSWER- is an essential business practice
aptly applies to managing and running a successful golf facility.
The most direct way to create a positive experience - ANSWER- is to provide exceptional
service
If the service is outstanding - ANSWER- they are more likely to tell others about their positive
experiences
When people receive poor service - ANSWER- most of them simply leave and take their
business elsewhere
Customers who both complained about service problems and had their problems resolved -
ANSWER- were more loyal to the business, and subsequently shared their satisfaction with
others.
Customer service problems provide opportunities - ANSWER- to personally connect with
customers and address their specific concerns
,Customers who do not complain - ANSWER- were less loyal, and shared their negative
experience with family and friends
96% - ANSWER- dissatisfied customers do not complain directly to management
90% - ANSWER- dissatisfied customers will not return
One unhappy customer - ANSWER- tell nine others about the negative experience
13% of unhappy customers - ANSWER- tell at least 20 other people about their experience
Customer care should not be considered an expense - ANSWER- but rather an investment in
future business
Unhappy customers rarely give businesses direct feedback - ANSWER- they simply leave, but
continue to tell others about their poor experience
Strong customer relationships
not only earn respect - ANSWER- but also strengthen the bottom line
Single variable most closely associated with long-term profitability - ANSWER- "relative
perceived product quality"—what customers defined as quality
Organizational service climate - ANSWER- leads to customer satisfaction, customer
satisfaction leads to corporate financial performance,and customer satisfaction fully mediates the
relationship between service climate and financial performance."
Customer acquisition costs often exceed - ANSWER- customer retention costs
, The negative effects of losing good customers are potentially more costly in the early stages of
the customer lifecycle - ANSWER- because those customers have not yet committed a
substantial portion of their expected lifecycle expenditures.
Delight experiences - ANSWER- When employees work hand-in-hand with customers to meet
customer needs, resolve service issues, and focus on excellent customer relations
Customers are more likely to want
a relationship - ANSWER- if the service has a high degree of personalization and service
complexity
Forming positive customer relationships - ANSWER- critical in service industries with
frequent customer contact, such as golf
Contact frequency was more important - ANSWER- in the early stages of a relationship or in
short-term relationships
For longer-term relationships - ANSWER- the duration of the relationship was more important
in determining relationship strength than the frequency of contact
Forming a positive customer relationship is based primarily on observing and listening -
ANSWER- rather than talking and selling
68% - ANSWER- disgruntled customers take their business elsewhere because of a perceived
attitude of indifference
Research supports the notion - ANSWER- customers want to feel they have a valued
relationship with the businesses they frequent and the employees they deal with
Graded A+) (2024 Update) 100% Guaranteed
The key to understanding the PGA Customer Relations Model comes from - ANSWER-
understanding the customer
Customers - ANSWER- define the service
PGA
Professionals - ANSWER- strive to meet and exceed customers' expectations in order to acquire
and maintain a robust customer base at a facility.
The idea that having good customer relations - ANSWER- is an essential business practice
aptly applies to managing and running a successful golf facility.
The most direct way to create a positive experience - ANSWER- is to provide exceptional
service
If the service is outstanding - ANSWER- they are more likely to tell others about their positive
experiences
When people receive poor service - ANSWER- most of them simply leave and take their
business elsewhere
Customers who both complained about service problems and had their problems resolved -
ANSWER- were more loyal to the business, and subsequently shared their satisfaction with
others.
Customer service problems provide opportunities - ANSWER- to personally connect with
customers and address their specific concerns
,Customers who do not complain - ANSWER- were less loyal, and shared their negative
experience with family and friends
96% - ANSWER- dissatisfied customers do not complain directly to management
90% - ANSWER- dissatisfied customers will not return
One unhappy customer - ANSWER- tell nine others about the negative experience
13% of unhappy customers - ANSWER- tell at least 20 other people about their experience
Customer care should not be considered an expense - ANSWER- but rather an investment in
future business
Unhappy customers rarely give businesses direct feedback - ANSWER- they simply leave, but
continue to tell others about their poor experience
Strong customer relationships
not only earn respect - ANSWER- but also strengthen the bottom line
Single variable most closely associated with long-term profitability - ANSWER- "relative
perceived product quality"—what customers defined as quality
Organizational service climate - ANSWER- leads to customer satisfaction, customer
satisfaction leads to corporate financial performance,and customer satisfaction fully mediates the
relationship between service climate and financial performance."
Customer acquisition costs often exceed - ANSWER- customer retention costs
, The negative effects of losing good customers are potentially more costly in the early stages of
the customer lifecycle - ANSWER- because those customers have not yet committed a
substantial portion of their expected lifecycle expenditures.
Delight experiences - ANSWER- When employees work hand-in-hand with customers to meet
customer needs, resolve service issues, and focus on excellent customer relations
Customers are more likely to want
a relationship - ANSWER- if the service has a high degree of personalization and service
complexity
Forming positive customer relationships - ANSWER- critical in service industries with
frequent customer contact, such as golf
Contact frequency was more important - ANSWER- in the early stages of a relationship or in
short-term relationships
For longer-term relationships - ANSWER- the duration of the relationship was more important
in determining relationship strength than the frequency of contact
Forming a positive customer relationship is based primarily on observing and listening -
ANSWER- rather than talking and selling
68% - ANSWER- disgruntled customers take their business elsewhere because of a perceived
attitude of indifference
Research supports the notion - ANSWER- customers want to feel they have a valued
relationship with the businesses they frequent and the employees they deal with
