PGA 3.0 Level 2 Questions with Correct Answers Latest Update

PGA 3.0 Level 2 Questions with Correct
Answers Latest Update
1.WhatMhappensMtoMcustomerMexpectationsMoverMtimeMwhenMtheyMareMconsistentlyMmet?M-
MCORRECTMANSWERM-


TheyMbecomeMpartMofMtheMrequirementsMand,Meventually,MtheMCoreMProductsMandMServicesMasMn
ewMrequirementsMandMexpectationsMemerge.MTheseMnewMrequirementsMandMexpectationsMevent
uallyMbecomeMpartMofManMupdatedMCoreMProductsMandMServices.



2.WhatMisMtheMprimaryMproductMofMtheMgolfMbusinessMaccordingMtoMtheMCustomerMRelationsMMa
nual?M-MCORRECTMANSWERM-TheMPGAMExperience



3.WhatMsingleMvariableMhasMresearchMshownMtoMbeMmostMcloselyMassociatedMwithMlongMtermMfin
ancialMperformance?M-MCORRECTMANSWERM-
TheMCoreMProducts/ServicesMthatMtheMclubMcontinuesMtoMdeliverMisMassociatedMwithMlong-
termMfinancialMperformance.



4.WhatMisMoccurringMwhenMtheMcustomerMevaluatesMtheMqualifyMofMaMfacility'sMproductsMandMser
vices?M-MCORRECTMANSWERM-MomentsMofMtruth.



5.WhenMdoesManMinteractiveMmomentMofMtruthMoccurMforMtheMcustomer?M-MCORRECTMANSWERM-
TheyMinvolveMdirectMcontactMbetweenMtheMcustomerMandMaMstaffMmember.



6.WhatMisMoccurringMwhenMaMcustomer'sMbagMhasMbeenMincorrectlyMtaggedMatMtheMbagMdrop?M-
MCORRECTMANSWERM-AMtaskMrelatedMfailure




7.AccordingMtoMtheMCustomerMRelationsMManual,MwhatMmustMaccompanyMgoodMinterpersonalMsk
illsMtoMachieveMhighMqualityMrelationsMwithMyourMmembersMandMcustomers?M-
MCORRECTMANSWERM-

,TheyMrequireMclearMproceduresMandMactionableMskillsMtoMbeMdevelopedMforMroutineMday-to-
dayMsituations.



8.AnMupsetMcustomerMisMconcernedMaboutMtheMlackMofMactionMtoMspeedMupMplay.MHeMseeksMoutMt
heMgolfMprofessionalMtoMexpressMhisMdispleasure.MWhatMneedsMtoMbeMinMplaceMforMtheMgolfMprofe
ssionalMtoMresolveMtheMsituation?M-MCORRECTMANSWERM-
GolfMprofessionalsMmustMensureMpositiveMproceduresMareMinMplaceMandMthatMstaffMmembersMareM
trainedMinMtheMInterpersonalMSkillsMrequiredMtoMkeepMcustomersMhappy.



9.WhatMisMaMclearMpolicyMonMhowMtoMhandleMcustomersMwhoMarriveMlateMforMaMteeMtime?M-
MCORRECTMANSWERM-


ThereMshouldMbeMproceduresMdesignedMtoMavoidMorMresolveMsituationsMthatMmayMleadMtoMnegati
veMcustomerMexperiences.MAMclearMpolicyMshouldMincludeMthatMtheMcustomerMlosesMtheirMspotMo
nMtheMteeMsheetMandMisMbumpedMdownMtoMaMnewMtime.



10.MTheMHeadMProfessionalMisMexplainingMtheMclub'sM"noMstartingMfromMtheM10thMtee"MpolicyMtoM
aMfoursomeMthatMhasMattemptedMtoMdoMso.MHeMexplainsMtheMreasoningMforMtheMpolicyMandMpolite
lyMextendsManMinvitationMtoMplaceMthemMasMtheMnextMgroupMoff#1Mtee.MWhatMconceptMofMcustom
erMrelationsMinteractionsMisMillustratedMinMthisMscenario?M-MCORRECTMANSWERM-
TheMdirectingMstrategy



12.WhatMdoMallMcustomerMinteractionsMinvolveMinMadditionMtoMrelationships?M-
MCORRECTMANSWERM-


TheMtaskMrelationshipMisMwhatMtheMserviceMproviderMandMtheMcustomerMareMtryingMtoMaccomplis
h.MTheMtaskMandMtheMrelationshipMworkMinMaMcycleMtogether.



13.WhatMareMtheMkeyMrequirementsMforMgoodMcustomerMrelations?M-MCORRECTMANSWERM-
Resources,MStaffing,MandMSystemsMareMtheMkeyMrequirementsMforMgoodMcustomerMrelations.



14.WhatMfactorMaffectsMtheMvalueMofManyMresource?M-MCORRECTMANSWERM-
TheMQualityMofMtheMresource

, 15.MRunningMoutMofMscorecardsMindicatesMaMbreakdownMofMwhatMkeyMrequirementMforMgoodMcust
omerMrelations?M-MCORRECTMANSWERM-Resources.



16.MWhatMisMdefinedMasMtheMmeansMavailableMtoMsupportMstaffMinMcompletingMaMtask?M-
MCORRECTMANSWERM-Resources




17.MDetailedMpoliciesMandMproceduresMlieMatMtheMheartMofMwhichMoneMofMtheMthreeMelementsMne
cessaryMtoMsupportMtheMdeliveryMofMsuperiorMcustomerMservice?M-MCORRECTMANSWERM-Systems



18.MTheMHeadMProfessionalMmadeMtheMfollowingMobservationsMatMtheMstagingMareaMforMaMshotgu
nMevent:MAreaMwasMfullyMstaffed.MNecessaryMsuppliesMwereMavailable.MCarsMwereMmissingMtowels,
Mscorecards,MandMdivotMsand.MAMbreakdownMinMwhatMkeyMcustomerMrelationsMrequirementMwoul


dMmostMlikelyMaccountMforMthisMsituation?M-MCORRECTMANSWERM-
ResourcesMandMSystemsMbecauseMofMlackMofMsuppliesMandMimproperMstaffMpractices.



19.WhatMinteractionMstrategyMisMappropriateMwhenMoneMisMclearMaboutMwhatMneedsMtoMbeMdone
MandMtheMotherMpersonMacceptsMtheMorganizationalMroleMassignments?M-MCORRECTMANSWERM-


DirectingMStrategy



20.WhatMdistinguishesMtheMfourMinteractionMstrategiesMfromMeachMother?M-MCORRECTMANSWERM-
theMamountMofMcontrolMofMtheMactionsMandMinitiativeMfromMothers



21.M"ModifyingMyourMideasMtoMincludeMother'sMcontributions"MisMmoreMlikelyMtoMbeMpartMofMwhic
hMstrategy?M-MCORRECTMANSWERM-TheMInvolvingMstrategy



22.TheMsuccessfulMuseMofMwhatMstrategyMcharacteristicallyMinvolvesMencouragingMothersMtoMfindM
aMsolutionMandMthenMhelpingMthemMtoMunderstandMyourMroleMinMimplementingMit?M-
MCORRECTMANSWERM-SupportingMStrategy