PGA 3-0 LEVEL 2 ACTUAL EXAM 2024/2025 WITH
QUESTIONS AND VERIFIED CORRECT ANSWERS/ ALREADY
GRADED A++
1.What happens to customer expectations over time when they are
consistently met? - ANSWER 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.
2.What is the primary product of the golf business according to the
Customer Relations Manual? - ANSWER The PGA Experience
3.What single variable has research shown to be most closely associated
with long term financial performance? - ANSWER 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? - ANSWER Moments of truth.
5.When does an interactive moment of truth occur for the customer? -
ANSWER 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? - ANSWER 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? - ANSWER They require clear procedures and
actionable skills to be developed for routine day-to-day situations.
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? -
ANSWER 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? - ANSWER 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 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. 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? - ANSWER The directing strategy
12.What do all customer interactions involve in addition to relationships? -
ANSWER 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? - ANSWER
Resources, Staffing, and Systems are the key requirements for good
customer relations.
14.What factor affects the value of any resource? - ANSWER The Quality
of the resource
15. Running out of scorecards indicates a breakdown of what key
requirement for good customer relations? - ANSWER Resources.
16. What is defined as the means available to support staff in completing a
task? - ANSWER Resources
17. Detailed policies and procedures lie at the heart of which one of the
three elements necessary to support the delivery of superior customer
service? - ANSWER Systems
18. 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. A
breakdown in what key customer relations requirement would most likely
,account for this situation? - ANSWER Resources and Systems because of
lack of supplies and improper staff practices.
19.What interaction strategy is appropriate when one is clear about what
needs to be done and the other person accepts the organizational role
assignments? - ANSWER Directing Strategy
20.What distinguishes the four interaction strategies from each other? -
ANSWER the amount of control of the actions and initiative from others
21. "Modifying your ideas to include other's contributions" is more likely to
be part of which strategy? - ANSWER The Involving strategy
22.The successful use of what strategy characteristically involves
encouraging others to find a solution and then helping them to understand
your role in implementing it? - ANSWER Supporting Strategy
23.What is the most appropriate strategy to use when a volunteer has
begun to come up with his own ideas after the two of you have worked
together for a while? - ANSWER The supporting strategy
24. Which interaction strategy allows others to see the value of adopting
your solution? - ANSWER Convincing strategy
25.A new member of your club insists on a tee time that is not available.
Which interaction strategy would be most appropriate in resolving the
situation? - ANSWER The directing strategy
26.When a manager builds a solution to accommodate the needs or
concerns of another person, they are most likely employing which
interaction strategy? - ANSWER Convincing strategy
27.What strategy would be most appropriate in situations where one has a
solution that may meet the needs of others who are in a position to accept
or reject it on its merits? - ANSWER Convincing strategy
28. Others are seeking guidance from the person who has a solution to
their concerns is an appropriate situation for using which strategy? -
ANSWER The Directing Strategy is appropriate. This is best when dealing
, with customers that may have limited knowledge or experience about how
to proceed.
29. What strategy is a good choice for keeping a group discussion on
topic? - ANSWER For keeping a group discussion on topic The Directing
Strategy can be used.
30. Providing clear and specific directions and then modifying them as
needed to gain the cooperation of others is a good way to implement which
strategy? - ANSWER This is a good way to implement the Directing
strategy.
Offering to suggest some options would be an example of employing which
strategy with a member who has arrived ten minutes after his tee time on a
fully booked day? - ANSWER Convincing Strategy.
In what situations would a staff member most likely rely on the "supporting"
strategy? - ANSWER Involving Strategy
When would one most likely rely on the "convincing" strategy? - ANSWER
The involving strategy is appropriate for situations where the employee is
not in a position to lead others to a solution and the employee does not
directly supervise or control the behaviors related to the outcome.
A co-worker is having difficulty setting up a merchandise display -
ANSWER This is most appropriate in situations when others have the
potential or ability to resolve concerns themselves, but are either unable to
clearly sort out their thoughts or are hindered by negative emotions.
A member complains about how the club guest policy affects his adult
children - ANSWER This is often used when the golf professional or
employee is trying to provide goods or services to customers.
A golfer arrives ten minutes after his assigned tee time on a booked solid
day - ANSWER The Supporting Strategy and Directing Strategy.
Last year a special membership committee suggested that a new parking
and bag drop procedure be adopted as club policy - ANSWER The
Supporting Strategy
QUESTIONS AND VERIFIED CORRECT ANSWERS/ ALREADY
GRADED A++
1.What happens to customer expectations over time when they are
consistently met? - ANSWER 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.
2.What is the primary product of the golf business according to the
Customer Relations Manual? - ANSWER The PGA Experience
3.What single variable has research shown to be most closely associated
with long term financial performance? - ANSWER 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? - ANSWER Moments of truth.
5.When does an interactive moment of truth occur for the customer? -
ANSWER 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? - ANSWER 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? - ANSWER They require clear procedures and
actionable skills to be developed for routine day-to-day situations.
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? -
ANSWER 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? - ANSWER 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 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. 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? - ANSWER The directing strategy
12.What do all customer interactions involve in addition to relationships? -
ANSWER 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? - ANSWER
Resources, Staffing, and Systems are the key requirements for good
customer relations.
14.What factor affects the value of any resource? - ANSWER The Quality
of the resource
15. Running out of scorecards indicates a breakdown of what key
requirement for good customer relations? - ANSWER Resources.
16. What is defined as the means available to support staff in completing a
task? - ANSWER Resources
17. Detailed policies and procedures lie at the heart of which one of the
three elements necessary to support the delivery of superior customer
service? - ANSWER Systems
18. 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. A
breakdown in what key customer relations requirement would most likely
,account for this situation? - ANSWER Resources and Systems because of
lack of supplies and improper staff practices.
19.What interaction strategy is appropriate when one is clear about what
needs to be done and the other person accepts the organizational role
assignments? - ANSWER Directing Strategy
20.What distinguishes the four interaction strategies from each other? -
ANSWER the amount of control of the actions and initiative from others
21. "Modifying your ideas to include other's contributions" is more likely to
be part of which strategy? - ANSWER The Involving strategy
22.The successful use of what strategy characteristically involves
encouraging others to find a solution and then helping them to understand
your role in implementing it? - ANSWER Supporting Strategy
23.What is the most appropriate strategy to use when a volunteer has
begun to come up with his own ideas after the two of you have worked
together for a while? - ANSWER The supporting strategy
24. Which interaction strategy allows others to see the value of adopting
your solution? - ANSWER Convincing strategy
25.A new member of your club insists on a tee time that is not available.
Which interaction strategy would be most appropriate in resolving the
situation? - ANSWER The directing strategy
26.When a manager builds a solution to accommodate the needs or
concerns of another person, they are most likely employing which
interaction strategy? - ANSWER Convincing strategy
27.What strategy would be most appropriate in situations where one has a
solution that may meet the needs of others who are in a position to accept
or reject it on its merits? - ANSWER Convincing strategy
28. Others are seeking guidance from the person who has a solution to
their concerns is an appropriate situation for using which strategy? -
ANSWER The Directing Strategy is appropriate. This is best when dealing
, with customers that may have limited knowledge or experience about how
to proceed.
29. What strategy is a good choice for keeping a group discussion on
topic? - ANSWER For keeping a group discussion on topic The Directing
Strategy can be used.
30. Providing clear and specific directions and then modifying them as
needed to gain the cooperation of others is a good way to implement which
strategy? - ANSWER This is a good way to implement the Directing
strategy.
Offering to suggest some options would be an example of employing which
strategy with a member who has arrived ten minutes after his tee time on a
fully booked day? - ANSWER Convincing Strategy.
In what situations would a staff member most likely rely on the "supporting"
strategy? - ANSWER Involving Strategy
When would one most likely rely on the "convincing" strategy? - ANSWER
The involving strategy is appropriate for situations where the employee is
not in a position to lead others to a solution and the employee does not
directly supervise or control the behaviors related to the outcome.
A co-worker is having difficulty setting up a merchandise display -
ANSWER This is most appropriate in situations when others have the
potential or ability to resolve concerns themselves, but are either unable to
clearly sort out their thoughts or are hindered by negative emotions.
A member complains about how the club guest policy affects his adult
children - ANSWER This is often used when the golf professional or
employee is trying to provide goods or services to customers.
A golfer arrives ten minutes after his assigned tee time on a booked solid
day - ANSWER The Supporting Strategy and Directing Strategy.
Last year a special membership committee suggested that a new parking
and bag drop procedure be adopted as club policy - ANSWER The
Supporting Strategy
