PGA PGM 3.0 Level 2 Golf Ops 549 Questions with 100% Correct Answers Guaranteed A+
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. Correct Answer: True
Proper business planning and operations alignment directs that sufficient resources be identified before strategies for achieving business objectives are developed. Correct Answer: False
What department is considered the core unit of most facilities? Correct 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? Correct 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?
Correct Answer: Systems
What is the most accurate description of the relationship between the facility's business plan and the golf operation? Correct Answer: Alignment - the golf operation must correspond with the facility's business plan.
What is the principal focus of golf operations? Correct 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) Correct Answer: False
From a functional perspective, a vendor is what kind of resource? Correct 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? Correct Answer: Involving and Supporting
What must exist for a facility to have a positive culture? Correct Answer: Communication and openness to change
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What would a typical organizational chart of a golf operation show? Correct Answer: Basic responsibilities and the relationships between an operation's functional areas.
In what way is time related to other resources? Correct 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? Correct 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? Correct Answer: Facility reserves, outside sources of investment, vendors, banks, the physical property, membership,
Staff is considered a tangible facility resource? (T/F) Correct Answer: True
What intangible resource is key to enabling and facilitating peak performance? Correct Answer: culture
How can a facility foster a culture of improvement? Correct 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)
Correct Answer: True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each
position. (T/F) Correct Answer: True
High-performance profiling is a tool that can be used to communicate a uniform set of facility-
wide expectations for all employees Correct Answer: True
interviewing current employees is the first step in determining current training needs. Correct 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. Correct Answer: True
Self assessments are most useful during the hiring process. Correct 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) Correct Answer: False
What are tasks associated with the "plan for succession" staff-management role managers have in running a golf operation? Correct Answer: Implement cross-training, shared 2 / 4
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? Correct 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? Correct Answer: create high performance profiles
What is the advantage of asking open ended questions during the interview process? Correct
Answer: it avoids signaling the right answer
What is an example of external staff training? Correct 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. Correct Answer: False- improved efficiency, improved customer service
What is the first step in acquiring a new technology-based system? Correct Answer: Assess facility needs
What are policies? Correct Answer: Guidelines and rules that outline a definite course of action in various situations.
What are procedures? Correct 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. Correct Answer: True
Why should employees be involved in creating and revising policies or procedures? Correct 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? Correct Answer: Organization chart
Promotion is one of the 4 "Ps" of marketing Correct Answer: True
Building a brand is a "Moment of truth" opportunity. Correct 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? Correct Answer: Brand
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What is an example of indirect competition to an 18-hole daily fee facility? Correct 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. Correct Answer: False
Selling yourself, selling the facility, and selling the game of golf are the three principal layers of
what type of marketing? Correct Answer: Internal
Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs? Correct Answer: Public Relations (External)
What is an example of an attraction program at a golf facility? Correct 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?
Correct 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 Correct Answer: True
Cost-benefit analysis is a way to assess a promotional strategy Correct Answer: True
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales?
Correct Answer: Increases in dollar sales versus the prior year
How can a facility determine the viability of a promotional program? Correct Answer: Cost/Benefit analysis, interviewing customers, written surveys
What is true when promotional dollars are tied directly to business plan objectives? Correct 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? Correct 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? Correct 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? Correct Answer: Cost-Benefit Analysis
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