PGA 3.0 Level 2 Test Questions And
Answers (Verified 100%)
1.What happens to customer expectations over time when they are
consistently met? - CORRECT 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? - CORRECT ANSWER>>The PGA
Experience
3.What single variable has research shown to be most closely associated
with long term financial performance? - CORRECT 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? - CORRECT ANSWER>>Moments of truth.
, 5.When does an interactive moment of truth occur for the customer? -
CORRECT 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? - CORRECT 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? - CORRECT 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? -
CORRECT 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? - CORRECT 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.
Answers (Verified 100%)
1.What happens to customer expectations over time when they are
consistently met? - CORRECT 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? - CORRECT ANSWER>>The PGA
Experience
3.What single variable has research shown to be most closely associated
with long term financial performance? - CORRECT 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? - CORRECT ANSWER>>Moments of truth.
, 5.When does an interactive moment of truth occur for the customer? -
CORRECT 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? - CORRECT 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? - CORRECT 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? -
CORRECT 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? - CORRECT 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.
