Download PGA Level 1 Facility Management: Business Planning, Career Growth & Customer Relations and more Exams Physical Activity and Sport Sciences in PDF only on Docsity!
PGA Level 1 Facility Management | 100% Correct
Answers | Verified | Latest Version
The process for developing a business plan starts before you established the goals you would like to achieve for the shop's coming year, - ✔✔True Staff should be involved in effective business planning to create a sense of ownership. - ✔✔True, Majors stakeholders and staff. Assessing the current state of business is the most significant advantage of strategic business planning. - ✔✔False. Most significant advantage is it provides a long term vision. Who should provide direction for creating the business plan at a golf operation? - ✔✔The people in charge. Pros, board members, and GM. Key stakeholders. What are the five phases of the PGA Business planning model? - ✔✔Define the business Assess the current state of the business. Develop business goals, objectives, and related strategics. Prepare financial forecasts and budgets. Monitor performance According to the business planning model, a business plan should build on and refine the operational plan. - ✔✔False What is the usual business destination for long range planning. - ✔✔Usually a long term is 3-5 years. A part of this long-range plan is annual operating budget and cash flow statement.
Proactive planning is one of the anticipated outcomes of strategic business planning. - ✔✔True What is the most significant benefit of strategic business planning. - ✔✔It provides a long term vision and destination and does not just focus on the current state of the business. Clarification of job responsibilities is one of the added values provided by the strategic planning process.
- ✔✔False Business goals are typically developed in the Defining the business phase of the business planning process. - ✔✔False. Those are developed in the develop business goals. Typically a written set of course values is developed in the defining the business phase of the business planning process. - ✔✔True. As well as mission statement, vision statement and others. Helping establish a starting point for goals, objectives, and related strategies is an appropriate use of the SWOT. - ✔✔True Financial forecasts should be based on historical data and new assumptions. - ✔✔False. Financial forecast should be based on historical data and new assumptions.
- You are in the process of completing a business plan for the golf shop. Initial forecasts of sales, expenses, and profit have been made. Past data has been analyzed and important inside and outside factors have been identified. What is the next step to be taken towards completing the plan? - ✔✔Monitor performance.
- A golf professional is purchasing a golf course. The business plan he presented to his banker included his history of successfully operating similar facilities, budget projections for the first five years under his management, and objectives and strategies for reaching his goals. The banker rejected his loan application because of missing information. What important element is missing from the business plan? - ✔✔He is missing a mission statement.
What is the difference between a career ladder and a career lattice. - ✔✔a. Career ladder characterizes a linear or directly upward career progression. b. Career lattice depicts a combination of sideways and upwards career movements. A career lattice characterizes an upward career progression. - ✔✔False. It does characterize an upward progression, but also a sideways progression. Why is it important to develop a personal vision statement? - ✔✔It shows directions and intention. Increase merchandise sales in the golf shop. Is and example of a SMART goal. - ✔✔False. Not specific or time oriented. What is provided in the Strategies to Succeed sections of the Career Fitness Manual - ✔✔It provides a helpful starting point for developing point. What is provided in the Strategies to Succeed section of the Career Fitness Manual - ✔✔It pro dies a helpful starting point for developing goals. Core skills are those that are useful in many golf industries positions - ✔✔False. Employers want to see these skills but "are not specific to the golf industry" How can you utilize the Work Experience Portfolio to write a resume? - ✔✔using action statement "power-statements" What part of the resume concisely describes a summary of skills and qualifications gained from work experience as a golf professional. - ✔✔Power Statements. Responsible, involved, and helped are effective action words to create a power statement. - ✔✔False
What are ways to connect with other professionals who have industry's experience to gather information about the industry. - ✔✔Networking A resume should begin with listing education first and then work experience. - ✔✔False. Work experience than education. Concepts of the PGA Customer Relations Model - ✔✔ Customer acquisition costs often exceed customer retention costs. - ✔✔True As customer requirements are met, they become customer expectations. - ✔✔False. If you switch it so their expectations become requirements over time. What is the primary product of the golf business according to the Customer Relations A Module - ✔✔The PGA Exeprince What is the best way to foster customer loyalty? - ✔✔Moment of Truth. When a customer realizes how they are supposed to be treated at a golf facility. What single variable has research shown to be most closely associated with long term financial performance? - ✔✔Organizational Service Climate. The single most closely associated with long term profitability was "relative perceived product quality" A moment of truth occurs when an employee evaluates the service they are going to provide. - ✔✔False. A customer not employee. Moment of truth occur each time facility employees come into contact with customers. - ✔✔True. A moment of truth for the customer not employee. An interactive "moment of truth" opportunity occurs when a customers bag has been incorrectly tagged at the bag drop. - ✔✔False
Detailed polices and procedures lie at the heart of which one of the three elements necessary to support the delivery of superior customer service. - ✔✔Systems A breakdown in what key customer relations requirement would most likely account for the following situation. The Head Professional made the following observations at the staging area for a shotgun event: Area was fully staffed. Necessary supplies were available. Cars were missing towels, scorecards, and divot sand. - ✔✔This would be a failure of the systems. Staffing and Resources are good, but the systems policies and procedures in place failed. Golf Car Fleet Management - ✔✔ According to the golf car fleet management A module, what is an added value golf cars can bring to a facility. - ✔✔Generates revenue Generate more rounds of play Enhances the courses image. The size and car selection of the fleet is the most important for achieving a successful golf car rental program. - ✔✔True What is most indicative of a well-run golf car rental program. - ✔✔Attractive cars Competitive prices Provided golfers use the cars correctly, what is a benefit of a properly managed golf car fleet program. - ✔✔Opens the game to new golfers. Extends years old play. can speed up play.
Golf professionals need to be similar with fleet related finances even when they neither own the fleet nor share in its profits. - ✔✔True A golf car fleet program benefits the golf professional because it eliminates the need for a caddie program. - ✔✔False Golf car fleet programs benefit golf professionals because they give them the chance to demonstrate their value to an employer. - ✔✔True A fleet rotation program will result in equal use and fewer golf car breakdowns. - ✔✔True Better cash flow is one benefit of a fleet rotation program. - ✔✔False Describe a fleet rotation program - ✔✔A system that allows golf cars to be rotated in and out of service to in-long the life and battery life of the car. According to the Golf Car Fleet Management A Module, restrictions on where cars can be driven should be included as part of what documents. - ✔✔Operating rules Why should drivers be informed of the facility restrictions that limit where golf cars can be driven. - ✔✔For their safety, the safety of others, and the well being of the course. Generally, private golf cars are covered through homeowners insurance plans. - ✔✔True Consulting your attorney is the best option for formulating golf car safety policies and procedures. - ✔✔False. Form a formal safety committee. How should one approach selecting the proper amount of insurance of their golf car fleet operation. - ✔✔Understand the specific needs of the course. Go to an insurance broker.
A presentation of the same color of golf shirts ranging in intensity from the palest to the deepest shade is employing the monochromatic basic color scheme. - ✔✔True. Monochromic is one color with different variations. The T-fixture is designed to show large quantities of hanging merchandise in a single style. - ✔✔False. Four ways. The rectangular rack is designed to show large quantities of hanging merchandise in a single style. - ✔✔False. Best for a wide variety of hanging merchandise. Fluorescent lamps will provide the best accent lighting in a golf shop. - ✔✔False According to the merchandising and inventory Management course, every sign in a golf shop should be displayed in a sign holder. - ✔✔True A holiday display of red and green shirts is employing a complementary color scheme. - ✔✔True. Employing two colors that are very different on the color wheel. Wall fixtures offer the least display flexibility. - ✔✔False. Wall fixtures usually go on slat walls, which can be a vary effective method. An analogous scheme consists of two sets of complementary colors. - ✔✔False. Analogous color schemes are colors that reinforce each other. Blue-green. A planogram includes a birds eye view of the shops arrangement of merchandise displays. - ✔✔True Destination areas are positioned to take advantage of high traffic corridors. - ✔✔False. Destinations areas are at the back of the stores for high value items. Like club fitting. The floor layout design of sales oriented planogram will provide direct access to the point of sale area from the high value destination areas within the retail environment.. - ✔✔False. The point of sale system should be in the middle. It should be placed so people have to walk through the rest of the shop.
What is the value of establishing "destination areas" in your golf shop? - ✔✔To maximize the time someone spends in the store. What is the most important consideration when allocation floor space? - ✔✔Items with high turnover or high margin should receive a greater amount of floor space. what is the suggested distance for separating floor fixtures? - ✔✔3 ft What kind of color scheme consists of two colors opposite each other on the color wheel? - ✔✔complementary What is the primary purpose of a rectangular display rack? - ✔✔Displaying large quantities of hanging merchandise in a wide variety of sizes and colors. What color scheme is represented by a four way display consisting of white, black, and grey pants. - ✔✔Neutral Conventional floor fixtures include such items as cabinets and armories. - ✔✔False. They never mention anything about cabinets or armories. Describe the primary purpose of a promotional table. - ✔✔Ideal for large quantities of markdown merchandise or special promotions. Which type of fixture gives the most presentations flexibility when floor space is extremely limited. - ✔✔Rectangular tables What is the recommended standard for displaying folded shirts? - ✔✔Smallest shirt on top, largest shirt on bottom. What is the recommended standard for displaying hanging merchandise? - ✔✔Smallest on the left, largest on the right.
A ball at rest in a penally are is a ball in play. - ✔✔True At the players option, dew and frost are either temporary water or loose impediments. - ✔✔ The margins of a bunker extend vertically upwards and downwards. - ✔✔False The margins of a penally area extend vertically upwards and downwards. - ✔✔True Standards of Player conduct can be the determinant of who has the honor. - ✔✔True A caddie may identify a found ball as belonging to his player. - ✔✔Ball gets imbedded. Unable to identify the ball, but only if someone viewed it. Ball gets stuck in a tree, if visible can be ok, but if not visible then it cannot be moved. A provisional ball can be played for a ball that may be lost within a a penalty area. - ✔✔False. Provisional ball can only be used on out of bounds, or lost outside of a penalty area. A practice swing that strikes the ball is counted as a stroke. - ✔✔False. A stroke is not made if the player accidentally strikes the ball when making a practice swing or while preparing to make a stroke. In preparing to putt from the fringe of the green, a player removes some sand particles form behind the ball. The player incurs a penalty. - ✔✔False. Rule 13.1(c)1 states the removal of sand and loose soil on the putting green. But no where else on the course. An observer who deflects a ball is considered an outside influence - ✔✔True. outside influence is everyone except caddies and players. An opponent who defects a ball is considered an outside influence - ✔✔False. Another player is not considered an outside influence.
What determines when a players ball is out of bounds? - ✔✔If the ball lies outside of the boundary edge as defined by the committee. A player removing a small amount of dew from just in front of his ball on the line of the putt results in the player incurring a penalty? - ✔✔No. Dew is not considered a loose impediment. Only place dew can be removed is teeing area. During tournament play, a ball lands in a pile of ice behind a concession stand. According to the rules, how is the pile ice classified? - ✔✔Manufactured ice is an movable obstruction. Temporary water definition, 221). Replace ball if your ball moves when you move the ice. During play of the 18th hole, what is considered a general area. - ✔✔Everything except teeing area, penalty area, bunkers, and the putting green. According to the Rules of Golf, a creation hole made by maintenance staff is considered ground under repair. - ✔✔Ground under repair also includes: maintaining the course (such as a hole made in removing turf or a tree stump or laying pipelines BUT does not include creation holes. On the teeing area, a player asks an opponent if there is a bunker on the left side of the fairway. The opponent responds in the affirmative. What is the ruling? - ✔✔Advice does NOT include public information like the location of think on the course such as the hole, putting green, the fairway, penalty area, bunkers, or another players ball. How is the honor determined before the start of a match play event? - ✔✔Decided by the order of the draw set by the Committee or, of there is no draw, by agreement or by using a random method. Rules - ✔✔ Who generally develops and adopts local rules for a facility? - ✔✔The committee. Golf club committee. Loose impediments lying out of bounds may be removed without penalty. - ✔✔False.
There is no penalty for lifting a ball from a penalty area from the purpose of identifying to whom it belongs. - ✔✔True. The bunker is the only place you can't lift a ball to identify. In match play, a competitor wins the first three holes but then discovers 15 clubs in his bag. What is the status f the match at the 4th tee. - ✔✔Adjustment to the state of the match. Adjustment penalty. Penally for every hole played while in breech of rule. If player A was in breech of the rule and they lost the first two holes. Then the match would lie Player B 4up through two holes. After the adjustment is enacted. On the 3rd hole of a stroke play event it is discovered that a player has sixteen clubs, including two putters in they're bag. - ✔✔Two stroke penalty for the first two holes you are in breech. Once you realize you are in breech, the extra clubs need to come out of bag. If you don't remove you are DQ. Why is it important to identify the form of play when assessing penalties? - ✔✔Penalties vary based on the form. According to The Rules of Golf, who determines how and when a halved match or stroke play tie shall be decided. - ✔✔The committee. A player completes the first 18 holes in a 72 hole stroke play event. He then proceeds to the third hole to hit a few shots for a commercial. What is the ruling? - ✔✔The player is practicing on the course after a round. This is allowed in between rounds. During a stroke play competition, a player hits a ball from the wrong teeing ground. He is immediately informed of his mistake and hits again from the correct tee. - ✔✔General penalty for the first breech. DQ for second breech. A player must not make a stroke at a ball on a non-conforming tee or a ball teed in a way not allowed by this rule. A player issues a six inch putt and quickly taps the moving ball in before it has time to come to a complete stop. - ✔✔General penalty. The stroke counts.
During a rain storm a player sprays water repellant on his golf ball. What is the ruling? - ✔✔A player must not make a stroke at a ball whose performance characteristics haven been deliberately altered, such as by scuffing or heating or by applying any substance. Making a stroke with this: Disqualification In four ball stroke play a player is late for his tee time and joins his partner after he teed off on the 4th hole. What is the ruling? - ✔✔A side may represented by one partner during a part or the full round. The arriving partner can join as long as the other partner hasn't teed off. In stroke play, a player returns his signed scorecard with a total score that is correct, but with a score missing for one hole. He then proceeds to leave the scoring area. - ✔✔Player is DQ A player returns his signed scorecard to the Committee and then realizes that he mistakenly recorded a 5 instead of a 4 on one of the holes. What is the ruling? - ✔✔The score on the card will stand if it is a already signed and turned in. A 5 that is supposed to be a 4, will be scored as a 5. A player hits his ball from the tee. It deflects off a maintenance vehicle and comes to rest out of bounds. What is the correct procedure for the player? - ✔✔Stroke and distance, one penalty stroke. What is true regarding the lifting of a players ball? - ✔✔A player may lift the ball, so can anyone authorized by the player. In four ball a partner can lift your ball, and drop it, then you can play it. A player returns his scorecard to the scoring tent with the correct hole scores but an incorrect total score. What is the correct outcome? - ✔✔The committee is responsible for adding up all scores. If a player makes a mistake there is no penalty. In stroke play competition, player a asks player b to lit his ball in the fairway as it might interfere with his stroke. Player B is closer to the hole so he choose to play first rather than lifting. What is player b's penalty. - ✔✔There is no penalty if a player plays out of turn. Except that If two or more players agree to play out of turn to give one of them an advantage. Then they both get a general penalty. A player addresses his tee shot and the ball falls off the tee. Whats the ruling? - ✔✔When you are playing a ball from the teeing area, the ball is not play until a stroke is made at it. This means when your ball is teed or on the ground in the teeing area and you make a practice swing that accidentally strikes and moves the ball, you have not made a stroke or moved a ball in play.
The possibility of rain is an important consideration when selecting a hole location on the green. - ✔✔False. When the given specific duties, tournament team members should also be given the autonomy to carry them out. - ✔✔True Where should one look to find who is responsible for the tournament planning tasks that must be accomplished? - ✔✔The master schedule. The time and who is doing the task. What should be the first activity for organizing staff? - ✔✔Identify the needed positions and then find people to fill those positions. What is the main consideration when assigning tasks to tournament volunteers. - ✔✔The ability to tap into the nurture the peoples talent through both formal and informal training is a key too successful event. The design of promotional material is often as important as the content. - ✔✔True The Callaway handicapping systems is the most widely used method of determining the net score of a player who does not have an official USGA handicap. - ✔✔False A well planned promotional strategy will take advantage of free or inexpensive publicity. - ✔✔True Running the Tournament - ✔✔ The tournament committee is required to include the competitors name and handicap on the scorecard.
- ✔✔False Who is responsible for all people needs at the event, including everything from parking to parties? - ✔✔Tournament director.
Golf cars would be arranged by player name for a tee time start. - ✔✔False. Should be organized by the tee time. The tournament directors main role on the day of the tournament is to be available for implementing contingency plans should something go wrong. - ✔✔True. Clients and tournaments planners of successful events operate under the assumption that participants will enjoy unrestricted but temporary access to the golf related facilities and service of the club. - ✔✔True. If restrictions are to be placed on clubhouse use, this should be made clear in advance, as well as, too participants. Scorecard are required in tournament play regardless of the format. - ✔✔False. match play they are not required. A hole by hole sheet is the most effective type of score sheet to use for a shot gun start event. - ✔✔False. Arranging golf cars numerically by hole order is the best option for what type of tournament start? - ✔✔Tee times. Where should the scoring area be located for a regional or sectional championship. - ✔✔By the 18th hole. Where would a tournament participant likely confirm his starting hole assignment on the day a shotgun event? - ✔✔Scorecard or golf car? How should golf cars be staged when using a 2tee start - ✔✔By hole assignment According to the tournament operations A module, where would a tournament participant typically find a rules and information sheet on the day of the event. - ✔✔Registration where they can pick up a rule sheet.
