PGA PGM 3.0 QUALIFYING TEST STUDY EXAM
2026 COMPLETE PREPARATION QUESTIONS
AND ANSWERS
◉ Responding to others in such a way that you convey a genuine
understanding of their point of view defines the skill of "reframing
difficult situations.". Answer: false- "showing understanding"
◉ Collaborating for mutual gain" is one of the interpersonal skills
presented in the Customer Relations Manual. Answer: false-
-stating your purpose clearly
-providing a compelling rationale
-encouraging open expression
-showing understanding
-giving and inviting specific feedback
-reframing difficult situations
-acting with integrity
◉ "Communicating your concerns to others" is one of the
interpersonal skills presented in the Customer Relations Manual..
Answer: false
,◉ How might one best implement the interpersonal skill of
"encouraging open expression?". Answer: draw others into the
discussion and encourage them to express their thoughts, feelings,
and point of views
◉ During contract negotiations between a landscaping contractor
and her golf facility, the head professional was able to successfully
communicate her role and intent in asking for a meeting. Identify the
interpersonal skill utilized in this situation.. Answer: stating your
purpose clearly
◉ What is the interpersonal skill defined as "communicating the
benefits of pursuing a particular course of action?". Answer:
providing a compelling rationale
◉ What interpersonal skill lies at the heart of all the others?.
Answer: acting with integrity-at the core PGA customer relations
model revolves around trust
◉ Telling others how their behavior affected you is an example of
what interpersonal skill?. Answer: "giving and inviting specific
feedback"-describes the other's party's behavior and its effects
◉ The best time to use the interpersonal skill of "stating your
purpose clearly" is when you need to build trust and purpose..
Answer: false-"acting with integrity"
,◉ One might focus on the implication of what is being said to "show
understanding.". Answer: true
◉ Stating your purpose clearly typically requires you to list
important criteria that need to be addressed if the problem is to be
satisfactorily resolved.. Answer: false- "providing a compelling
rationale"
◉ What interpersonal skill is most readily supported in the greet
phase of the positive engagement process?. Answer: showing
understanding
◉ Which interpersonal skill is most appropriate to use first when
you find yourself in a repeating cycle of arguments and counter
arguments with a customer?. Answer: showing understanding and
reframing difficult situations
◉ A customer is upset when he discovers his tee time reservation
has been lost. Which interpersonal skill would be most useful in
resolving the situation?. Answer: showing understanding
◉ To help others understand your intent, which interpersonal skill
would you employ?. Answer: stating your purpose clearly
, ◉ Reframing difficult situations allows the golf professional to
accomplish what outcome?. Answer: helps all parties to look at a
challenging situation from a fresh perspective in order to find a
common ground and new possibilities.
◉ When you want to know what someone thinks about your actions
it would be useful to rely on the skill of "giving and inviting specific
feedback.". Answer: true
◉ Assume an employee has said that you do not understand why he
is using the selling techniques he demonstrated. How would you use
the skill of "giving and inviting specific feedback" in this situation?.
Answer: gives each party the chance to clarify any misunderstanding
◉ A customer tells the head professional that he can purchase the
same club from a discount shop for $25 less. The head professional
responds, "We strive to offer our products at a fair price supported
by outstanding service and expertise." Which interpersonal skill did
the head professional exhibit with this response?. Answer: providing
a compelling rationale
◉ According to the interpersonal skills model used in the Customer
Relations course, which interpersonal skill best describes what the
following statement by the head professional represents: "While I
would like to put more course marshals on the fairways to help solve
the crowd control problem, we don't have the budget and have not
2026 COMPLETE PREPARATION QUESTIONS
AND ANSWERS
◉ Responding to others in such a way that you convey a genuine
understanding of their point of view defines the skill of "reframing
difficult situations.". Answer: false- "showing understanding"
◉ Collaborating for mutual gain" is one of the interpersonal skills
presented in the Customer Relations Manual. Answer: false-
-stating your purpose clearly
-providing a compelling rationale
-encouraging open expression
-showing understanding
-giving and inviting specific feedback
-reframing difficult situations
-acting with integrity
◉ "Communicating your concerns to others" is one of the
interpersonal skills presented in the Customer Relations Manual..
Answer: false
,◉ How might one best implement the interpersonal skill of
"encouraging open expression?". Answer: draw others into the
discussion and encourage them to express their thoughts, feelings,
and point of views
◉ During contract negotiations between a landscaping contractor
and her golf facility, the head professional was able to successfully
communicate her role and intent in asking for a meeting. Identify the
interpersonal skill utilized in this situation.. Answer: stating your
purpose clearly
◉ What is the interpersonal skill defined as "communicating the
benefits of pursuing a particular course of action?". Answer:
providing a compelling rationale
◉ What interpersonal skill lies at the heart of all the others?.
Answer: acting with integrity-at the core PGA customer relations
model revolves around trust
◉ Telling others how their behavior affected you is an example of
what interpersonal skill?. Answer: "giving and inviting specific
feedback"-describes the other's party's behavior and its effects
◉ The best time to use the interpersonal skill of "stating your
purpose clearly" is when you need to build trust and purpose..
Answer: false-"acting with integrity"
,◉ One might focus on the implication of what is being said to "show
understanding.". Answer: true
◉ Stating your purpose clearly typically requires you to list
important criteria that need to be addressed if the problem is to be
satisfactorily resolved.. Answer: false- "providing a compelling
rationale"
◉ What interpersonal skill is most readily supported in the greet
phase of the positive engagement process?. Answer: showing
understanding
◉ Which interpersonal skill is most appropriate to use first when
you find yourself in a repeating cycle of arguments and counter
arguments with a customer?. Answer: showing understanding and
reframing difficult situations
◉ A customer is upset when he discovers his tee time reservation
has been lost. Which interpersonal skill would be most useful in
resolving the situation?. Answer: showing understanding
◉ To help others understand your intent, which interpersonal skill
would you employ?. Answer: stating your purpose clearly
, ◉ Reframing difficult situations allows the golf professional to
accomplish what outcome?. Answer: helps all parties to look at a
challenging situation from a fresh perspective in order to find a
common ground and new possibilities.
◉ When you want to know what someone thinks about your actions
it would be useful to rely on the skill of "giving and inviting specific
feedback.". Answer: true
◉ Assume an employee has said that you do not understand why he
is using the selling techniques he demonstrated. How would you use
the skill of "giving and inviting specific feedback" in this situation?.
Answer: gives each party the chance to clarify any misunderstanding
◉ A customer tells the head professional that he can purchase the
same club from a discount shop for $25 less. The head professional
responds, "We strive to offer our products at a fair price supported
by outstanding service and expertise." Which interpersonal skill did
the head professional exhibit with this response?. Answer: providing
a compelling rationale
◉ According to the interpersonal skills model used in the Customer
Relations course, which interpersonal skill best describes what the
following statement by the head professional represents: "While I
would like to put more course marshals on the fairways to help solve
the crowd control problem, we don't have the budget and have not
