PGA Level 1 Test. All Revision Questions and Correct Answers (Already Graded A+) (2024
Update) 100% Guaranteed
Directing Strategy - ANSWER- Person explicitly informs what he or she wants others to do.
Desired outcome: Compliance, Initial skill: Stating our purpose clearly
Convincing Strategy - ANSWER- Requires proposing one or more options or solutions to the
customer. Desired outcome: Agreement, Initial skill: Provide compelling rationale
Involving Strategy - ANSWER- The employee invites other parties to collaborate on finding
the solution to a situation Desired Outcome: Participation, Initial skill: Encourage open expression
Supporting Strategy - ANSWER- Employee does not offer own solutions unless it is absolutely
clear that they will help. Desired Outcome: Commitment Initial Skill: Showing understanding
Systematic engagement routine - ANSWER- Greet, Listen, assess, offer assistance, follow-
through, make an extra effort
Moment of Truth - ANSWER- Occurs any time a customer has opportunity to evaluate the
quality of facility's products and service
Interactive moment of truth - ANSWER- Direct contact between the customer and staff
Non-interactive moment of truth - ANSWER- Customer has the opportunity to evaluate a
product or service without employee contact.
Yield - ANSWER- (Number of rounds played in a period/Potential rounds in a period) x 100
COGS - ANSWER- beginning inventory + purchases - ending inventory
, Gross Margin - ANSWER- Totals Merchandise Sales- COGS
Net operating income - ANSWER- Rev.- (COGS+operating exp.)
Linear Trend analysis - ANSWER-
5 steps to Business Planning Model - ANSWER- 1. Define the business 2. Assess the Current
state of the business. 3. Develop goals, objectives and strategies 4. Prepare financial forecasts and
budgets 5. Monitor performance
Mission Statement - ANSWER- "Why we exist statement". Brief statement of facility's
purpose. Concise, believable, realistic, relevant, evolving
Vision Statement - ANSWER- Goal of the highest order and defines what a business will
accomplish. Reflects core values
Direct competition - ANSWER- any organization that meets the same customer need with the
same, or similar, products and services
Indirect Competition - ANSWER- any organization that meets the same customer need with a
different product or service.
SMART goals and objectives - ANSWER- Specific, Meaningful, Achievable, Realistic, Time-
oriented
96% of dissatisfied customers - ANSWER- Do not complain direct to mangement
90% of dissatisfied customers - ANSWER- will not return
Update) 100% Guaranteed
Directing Strategy - ANSWER- Person explicitly informs what he or she wants others to do.
Desired outcome: Compliance, Initial skill: Stating our purpose clearly
Convincing Strategy - ANSWER- Requires proposing one or more options or solutions to the
customer. Desired outcome: Agreement, Initial skill: Provide compelling rationale
Involving Strategy - ANSWER- The employee invites other parties to collaborate on finding
the solution to a situation Desired Outcome: Participation, Initial skill: Encourage open expression
Supporting Strategy - ANSWER- Employee does not offer own solutions unless it is absolutely
clear that they will help. Desired Outcome: Commitment Initial Skill: Showing understanding
Systematic engagement routine - ANSWER- Greet, Listen, assess, offer assistance, follow-
through, make an extra effort
Moment of Truth - ANSWER- Occurs any time a customer has opportunity to evaluate the
quality of facility's products and service
Interactive moment of truth - ANSWER- Direct contact between the customer and staff
Non-interactive moment of truth - ANSWER- Customer has the opportunity to evaluate a
product or service without employee contact.
Yield - ANSWER- (Number of rounds played in a period/Potential rounds in a period) x 100
COGS - ANSWER- beginning inventory + purchases - ending inventory
, Gross Margin - ANSWER- Totals Merchandise Sales- COGS
Net operating income - ANSWER- Rev.- (COGS+operating exp.)
Linear Trend analysis - ANSWER-
5 steps to Business Planning Model - ANSWER- 1. Define the business 2. Assess the Current
state of the business. 3. Develop goals, objectives and strategies 4. Prepare financial forecasts and
budgets 5. Monitor performance
Mission Statement - ANSWER- "Why we exist statement". Brief statement of facility's
purpose. Concise, believable, realistic, relevant, evolving
Vision Statement - ANSWER- Goal of the highest order and defines what a business will
accomplish. Reflects core values
Direct competition - ANSWER- any organization that meets the same customer need with the
same, or similar, products and services
Indirect Competition - ANSWER- any organization that meets the same customer need with a
different product or service.
SMART goals and objectives - ANSWER- Specific, Meaningful, Achievable, Realistic, Time-
oriented
96% of dissatisfied customers - ANSWER- Do not complain direct to mangement
90% of dissatisfied customers - ANSWER- will not return
