PGA PGM 3.0 LEVEL 2 GOLF OPS
QUESTIONS AND ANSWERS
the vision Core Values and mission statement of a golf facility should be developed
concurrently with establishing a facility wide business plan that concludes concrete
goals and strategies for meeting them. - Answer-True
Proper business planning and operations alignment directs that sufficient resources
be identified before strategies for achieving business objectives are developed. -
Answer-False
What department is considered the core unit of most facilities? - Answer-The Golf
operation
What is one of the descriptive/directional elements of the facility's business that need
to be in place before the golf operation is defined? - Answer-facility type, geographic
locale, customer base, business objectives and goals, strategies
Policies and procedures are part of which support element of the golf operations
organization? - Answer-Systems
What is the most accurate description of the relationship between the facility's
business plan and the golf operation? - Answer-Alignment - the golf operation must
correspond with the facility's business plan.
What is the principal focus of golf operations? - Answer-providing high-quality
playing experiences and customer service in line with the core values, vision and
mission of the organization
Stakeholders, owners, and boards are positioned at the bottom of a traditional
organization chart (T/F) - Answer-False
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
resource, they can extend credit and work out arrangements that are quite valuable
for a Golf Operation
What combination of interaction strategies would be the first choice for promoting a
positive facility-wide culture? - Answer-Involving and Supporting
What must exist for a facility to have a positive culture? - Answer-Communication
and openness to change
What would a typical organizational chart of a golf operation show? - Answer-Basic
responsibilities and the relationships between an operation's functional areas.
In what way is time related to other resources? - Answer-It must be reasonably
accounted for and allocated appropriately, and is tied to every other resource.
,What is the most likely determinant of the complexity of a facility's organization
chart? - Answer-The size of the facility, the number of services offered to customers ,
and the type of facility and its mission.
What are examples of financial resources? - Answer-Facility reserves, outside
sources of investment, vendors, banks, the physical property, membership,
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? -
Answer-culture
How can a facility foster a culture of improvement? - Answer-encourage open
discussion and input , provide tools to positively impact operation
"Identify staffing needs" is one of the staff-management roles in running a golf
operation. (T/F) - Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks
associated with each position. (T/F) - Answer-True
High-performance profiling is a tool that can be used to communicate a uniform set
of facility-wide expectations for all employees - Answer-True
interviewing current employees is the first step in determining current training needs.
- Answer-Look at job descriptions and high-performance profiles and checking
whether everyone is trained in job-specific skills
Self assessments are an appropriate means for facility staff to align their personal
goals with business goals. - Answer-True
Self assessments are most useful during the hiring process. - Answer-during the
evaluation phase
New teachers observed the lead instructor at a golf facility conduct a short game
clinic. This is an example of external staff training. (T/F) - Answer-False
What are tasks associated with the "plan for succession" staff-management role
managers have in running a golf operation? - Answer-Implement cross-training,
shared functions/responsibilities, ensure several staff can perform key operational
tasks, articulate career paths within the facility's business
What should a manager consider when determining the number of employees
needed to run an operation? - Answer-the human resources it will take to achieve
their business objectives, and seasonal fluctuations in business.
What should golf facilities consider doing to elevate staff performance in meeting
management and customer expectations? - Answer-create high performance profiles
,What is the advantage of asking open ended questions during the interview
process? - Answer-it avoids signaling the right answer
What is an example of external staff training? - Answer-Vendor product training, trips
to other facilities, workshops, PGA seminars
Reduced training needs is one of the anticipated benefits of adopting new point-of-
sale system technology. - Answer-False- improved efficiency, improved customer
service
What is the first step in acquiring a new technology-based system? - Answer-Assess
facility needs
What are policies? - Answer-Guidelines and rules that outline a definite course of
action in various situations.
What are procedures? - Answer-a logical set of step-by-step instructions on how to
implement policies and complete specific tasks.
Shift-change cash control is a procedure used to deter employee theft. - Answer-
True
Why should employees be involved in creating and revising policies or procedures? -
Answer-morale boost, can assess the realism of policy/procedure expectations with
feedback
What is a management tool for defining the structure of the golf operation? - Answer-
Organization chart
Promotion is one of the 4 "Ps" of marketing - Answer-True
Building a brand is a "Moment of truth" opportunity. - Answer-False. The brand is the
sum of the product's culture, product or service delivery, and customer perceptions
and expectations for a specific type of benefit or experience.
What does the American Marketing Assocation refer to as a name, term, sign,
symbol or design, or combination of them intended to identify the goods and services
of a seller? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-
Local fitness and tennis clubs
Tried and true practices adopted by other successful facilities should be the starting
point for developing new promotional programs. - Answer-False
Selling yourself, selling the facility, and selling the game of golf are the three
principal layers of what type of marketing? - Answer-Internal
, Which type of marketing strategy includes letters to the editor, television
appearances, speaking engagements, and special needs programs? - Answer-
Public Relations (External)
What is an example of an attraction program at a golf facility? - Answer-A Half Hour
clinic showing new golfers how to properly warm up
What is one advantage beginning players gain forming friendships during the
learning process? - Answer-More likely to stick with the game, socialization
Social media is a method that professionals can use to communicate with potential
and existing customers - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting
retail sales? - Answer-Increases in dollar sales versus the prior year
How can a facility determine the viability of a promotional program? -
Answer-Cost/Benefit analysis, interviewing customers, written surveys
What is true when promotional dollars are tied directly to business plan objectives? -
Answer-easier to identify the target audience, decide on promotional vehicles, and
establish a budget
How should surveys, focus groups, and sales analyses be used to keep a facility
from wasting money on ineffective promotions? - Answer-Helps understand the
target market
What question should be asked in order to obtain reliable information for evaluating
the effectiveness of a targeted promotional strategy? - Answer-Was the right
audience targeted? Were certain communication vehicles more effective than
others? Were the promotional messages clear to customers?
How would a facility determine the expense per sale that could be attributed to a
targeted promotional strategy? - Answer-Cost-Benefit Analysis
What would be the most reliable means of predicting the likelihood a proposed
promotional plan would be successful? - Answer-Knowing the target market and
being aligned with business plan objectives
Managing play best practices are the same across facility types - Answer-False
It is illegal for courses that receive any public funds to require a dress code -
Answer-False
As yield management evolve with internet tee time systems and point of sale
systems, traditional phone-based systems will become obsoltete - Answer-False
QUESTIONS AND ANSWERS
the vision Core Values and mission statement of a golf facility should be developed
concurrently with establishing a facility wide business plan that concludes concrete
goals and strategies for meeting them. - Answer-True
Proper business planning and operations alignment directs that sufficient resources
be identified before strategies for achieving business objectives are developed. -
Answer-False
What department is considered the core unit of most facilities? - Answer-The Golf
operation
What is one of the descriptive/directional elements of the facility's business that need
to be in place before the golf operation is defined? - Answer-facility type, geographic
locale, customer base, business objectives and goals, strategies
Policies and procedures are part of which support element of the golf operations
organization? - Answer-Systems
What is the most accurate description of the relationship between the facility's
business plan and the golf operation? - Answer-Alignment - the golf operation must
correspond with the facility's business plan.
What is the principal focus of golf operations? - Answer-providing high-quality
playing experiences and customer service in line with the core values, vision and
mission of the organization
Stakeholders, owners, and boards are positioned at the bottom of a traditional
organization chart (T/F) - Answer-False
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
resource, they can extend credit and work out arrangements that are quite valuable
for a Golf Operation
What combination of interaction strategies would be the first choice for promoting a
positive facility-wide culture? - Answer-Involving and Supporting
What must exist for a facility to have a positive culture? - Answer-Communication
and openness to change
What would a typical organizational chart of a golf operation show? - Answer-Basic
responsibilities and the relationships between an operation's functional areas.
In what way is time related to other resources? - Answer-It must be reasonably
accounted for and allocated appropriately, and is tied to every other resource.
,What is the most likely determinant of the complexity of a facility's organization
chart? - Answer-The size of the facility, the number of services offered to customers ,
and the type of facility and its mission.
What are examples of financial resources? - Answer-Facility reserves, outside
sources of investment, vendors, banks, the physical property, membership,
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? -
Answer-culture
How can a facility foster a culture of improvement? - Answer-encourage open
discussion and input , provide tools to positively impact operation
"Identify staffing needs" is one of the staff-management roles in running a golf
operation. (T/F) - Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks
associated with each position. (T/F) - Answer-True
High-performance profiling is a tool that can be used to communicate a uniform set
of facility-wide expectations for all employees - Answer-True
interviewing current employees is the first step in determining current training needs.
- Answer-Look at job descriptions and high-performance profiles and checking
whether everyone is trained in job-specific skills
Self assessments are an appropriate means for facility staff to align their personal
goals with business goals. - Answer-True
Self assessments are most useful during the hiring process. - Answer-during the
evaluation phase
New teachers observed the lead instructor at a golf facility conduct a short game
clinic. This is an example of external staff training. (T/F) - Answer-False
What are tasks associated with the "plan for succession" staff-management role
managers have in running a golf operation? - Answer-Implement cross-training,
shared functions/responsibilities, ensure several staff can perform key operational
tasks, articulate career paths within the facility's business
What should a manager consider when determining the number of employees
needed to run an operation? - Answer-the human resources it will take to achieve
their business objectives, and seasonal fluctuations in business.
What should golf facilities consider doing to elevate staff performance in meeting
management and customer expectations? - Answer-create high performance profiles
,What is the advantage of asking open ended questions during the interview
process? - Answer-it avoids signaling the right answer
What is an example of external staff training? - Answer-Vendor product training, trips
to other facilities, workshops, PGA seminars
Reduced training needs is one of the anticipated benefits of adopting new point-of-
sale system technology. - Answer-False- improved efficiency, improved customer
service
What is the first step in acquiring a new technology-based system? - Answer-Assess
facility needs
What are policies? - Answer-Guidelines and rules that outline a definite course of
action in various situations.
What are procedures? - Answer-a logical set of step-by-step instructions on how to
implement policies and complete specific tasks.
Shift-change cash control is a procedure used to deter employee theft. - Answer-
True
Why should employees be involved in creating and revising policies or procedures? -
Answer-morale boost, can assess the realism of policy/procedure expectations with
feedback
What is a management tool for defining the structure of the golf operation? - Answer-
Organization chart
Promotion is one of the 4 "Ps" of marketing - Answer-True
Building a brand is a "Moment of truth" opportunity. - Answer-False. The brand is the
sum of the product's culture, product or service delivery, and customer perceptions
and expectations for a specific type of benefit or experience.
What does the American Marketing Assocation refer to as a name, term, sign,
symbol or design, or combination of them intended to identify the goods and services
of a seller? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-
Local fitness and tennis clubs
Tried and true practices adopted by other successful facilities should be the starting
point for developing new promotional programs. - Answer-False
Selling yourself, selling the facility, and selling the game of golf are the three
principal layers of what type of marketing? - Answer-Internal
, Which type of marketing strategy includes letters to the editor, television
appearances, speaking engagements, and special needs programs? - Answer-
Public Relations (External)
What is an example of an attraction program at a golf facility? - Answer-A Half Hour
clinic showing new golfers how to properly warm up
What is one advantage beginning players gain forming friendships during the
learning process? - Answer-More likely to stick with the game, socialization
Social media is a method that professionals can use to communicate with potential
and existing customers - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting
retail sales? - Answer-Increases in dollar sales versus the prior year
How can a facility determine the viability of a promotional program? -
Answer-Cost/Benefit analysis, interviewing customers, written surveys
What is true when promotional dollars are tied directly to business plan objectives? -
Answer-easier to identify the target audience, decide on promotional vehicles, and
establish a budget
How should surveys, focus groups, and sales analyses be used to keep a facility
from wasting money on ineffective promotions? - Answer-Helps understand the
target market
What question should be asked in order to obtain reliable information for evaluating
the effectiveness of a targeted promotional strategy? - Answer-Was the right
audience targeted? Were certain communication vehicles more effective than
others? Were the promotional messages clear to customers?
How would a facility determine the expense per sale that could be attributed to a
targeted promotional strategy? - Answer-Cost-Benefit Analysis
What would be the most reliable means of predicting the likelihood a proposed
promotional plan would be successful? - Answer-Knowing the target market and
being aligned with business plan objectives
Managing play best practices are the same across facility types - Answer-False
It is illegal for courses that receive any public funds to require a dress code -
Answer-False
As yield management evolve with internet tee time systems and point of sale
systems, traditional phone-based systems will become obsoltete - Answer-False
