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PGA PGM 3.0 Level 2 Golf Operations practice exam material guide, including questions and answers.PGA PGM 3.0 Level 2 Golf Operations practice exam material guide, including questions and answers.PGA PGM 3.0 Level 2 Golf Operations practice exam material guide, including questions and answers.PGA PGM 3.0 Level 2 Golf Operations practice exam material guide, including questions and answers.PGA PGM 3.0 Level 2 Golf Operations practice exam material guide, including questions and answers.
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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. - True Proper business planning and operations alignment directs that sufficient resources be identified before strategies for achieving business objectives are developed. - False What department is considered the core unit of most facilities? - 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? - 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? - Systems What is the most accurate description of the relationship between the facility's business plan and the golf operation? - Alignment - the golf operation must correspond with the facility's business plan. What is the principal focus of golf operations? - 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) - False From a functional perspective, a vendor is what kind of resource? - 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? - Involving and Supporting What must exist for a facility to have a positive culture? - Communication and openness to change What would a typical organizational chart of a golf operation show? - Basic responsibilities and the relationships between an operation's functional areas.
In what way is time related to other resources? - 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? - 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? - Facility reserves, outside sources of investment, vendors, banks, the physical property, membership, Staff is considered a tangible facility resource? (T/F) - True What intangible resource is key to enabling and facilitating peak performance? - culture How can a facility foster a culture of improvement? - 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) - True Job descriptions should identify the skills necessary to accomplish the tasks associated with each position. (T/F) - True High-performance profiling is a tool that can be used to communicate a uniform set of facility-wide expectations for all employees - True interviewing current employees is the first step in determining current training needs. - 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. - True Self assessments are most useful during the hiring process. - 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) - False What are tasks associated with the "plan for succession" staff-management role managers have in running a golf operation? - Implement cross-training, shared functions/responsibilities, ensure several staff can perform key operational tasks, articulate career paths within the facility's business
Tried and true practices adopted by other successful facilities should be the starting point for developing new promotional programs. - False Selling yourself, selling the facility, and selling the game of golf are the three principal layers of what type of marketing? - Internal Which type of marketing strategy includes letters to the editor, television appearances, speaking engagements, and special needs programs? - Public Relations (External) What is an example of an attraction program at a golf facility? - 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? - More likely to stick with the game, socialization Social media is a method that professionals can use to communicate with potential and existing customers - True Cost-benefit analysis is a way to assess a promotional strategy - True What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? - Increases in dollar sales versus the prior year How can a facility determine the viability of a promotional program? - Cost/Benefit analysis, interviewing customers, written surveys What is true when promotional dollars are tied directly to business plan objectives? - 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? - 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? - 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? - Cost-Benefit Analysis What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful? - Knowing the target market and being aligned with business plan objectives Managing play best practices are the same across facility types - False
It is illegal for courses that receive any public funds to require a dress code - False As yield management evolve with internet tee time systems and point of sale systems, traditional phone-based systems will become obsoltete - False When are private facilities exempt from the accommodation requirements of the ADA? - If they do not allow any public play What is an example of facility functions that need written safety procedures to insure uniform actions of staff? - golf car policies According to the USGA Rules of Golf, what type of accommodation may be made through the adoption of local rules? - protection of the course, identifying obstructions How should the head professional respond to threatening weather? - Alert players, stop play and evacuate the course if necessary Under what law are golf facilities required to provide all people with goods and services on an equal basis? - Americans with Disabilities Act What tee time starting system can reliably prevent players from monopolizing the best tee times? - Lottery system Which tee time starting system compensates well for no-shows? - Walk on and Play What is a major advantage of an internal online reservation system>? - Keeps all reservation and transactions in-house, avoid paying a middleman Ancillary service accomodations should be addressed in a facility's resrvation policies. - True Why are on-course and phone based reservation systems still significant even though Internet-based tee time systems are becoming more prevalent? - They play a significant role in the customer's relationship with the facility What criterion should management consider when determining the correct tee time interval? - facility type, service mission, and the course difficulty What does the USGA's Pace Rating System help determine? - how quickly a foursome of average golfers should play a particular course on a busy day What would be a design characteristic that would assist in speeding up pace-of-play - Wider fairways, limit number of hazards
An effective manager could use the "one-minute manager" routine to assess performance, provide feedback, inform a staff person of new responsibilities, and keep staff on track in a very short visit.- many times less than a minute - True What is an interactive calendar? - Paper or electronic, allows employees and managers to see upcoming events and action items, as well as write or type in additional information or questions. What activities might be included in a "one minute manager" routine? - Check in with individual employees Assess performance Provide feedback Inform of special responsibilities Keep individual employees on track and remind them of tasks that require coordination with other employees, golf operations areas or other departments. What coordination tool is being applied when a golf instructor helps a student by fitting him for a set of clubs to be purchased at the facility? - Cross-operations marketing Which departments do instruction and player development have the most opportunity to engage in mutually beneficial coordination and support? - Merchandising and Practice Facilities Tournament directors rely on F&B to meet members' and guests' physical and social needs (T/F) - True What business practice is being employed when a facility holds an external tournament that uses the golf course, the practice facility, and the restaurant? - coordination and collaboration What is an example of an external event? - Charity outing Practice facilities should be designed so golfers will face what direction? - North or East, Away from the sun WHat is a benefit of having a caddie program at a club? - Help maintain the course, add to plying experience, introduce young people in to the game, What government act has significant application to the terms of caddie employment? - Fair Labor Standards Act What should a comprehensive caddie-training program include? - Orientation, indoctrination, tee to green, on the green What is the most important interdepartmental relationship for the golf operations department? - Golf course maintenance A yield management report shows the number of rounds played and the revenue generated by those rounds. - True
Successful yield management would more likely involve target marketing of the broad customer base than of a specific player group. - False Yield analysis is primarily used to identify non-peak times. - true A variance in a facility's operational budget should be interpreted as an undesirable financial situation for the organization - true Demand-based pricing can be employed to change the demand curver for the use of perishable tee times - True Pace of play policies are an effective means for controlling the demand curve for the use of perishable tee times. - True Reducing green fees to obtain increased sales in other departments is a valid yield management objective. - True Yield management is a process that allows a facility to maximize the total number of rounds available each day. - True Successful yield management can produce dissatisfied customers - True What term would be considered an important metric for monitoring performance against budget? - Variance What is the economic focus of yield management? - Increased demand to maximize revenue What can yield management predict? - Amount of rounds that can be sold What is the formula for developing a yield management report for a given period? - Number of rounds Played/Potential Rounds x 100 =% yield Conducting yield analyses aimed at optimal tee time utilizations is most important at what type of facility? - Public facilities What is the most relevant metric for tracking financial performance? - Rounds Why is monitoring performance considered a two-part process? - Accomplishment of planned objectives and goals, operational quality (staff service delivery) Who should be kept appraised of the facility's financial performance? - Management and employees What is a yield percentage if a facility sells 180/240 available tee times? - 75%
What is an example of an operational change made in response to variances? - delaying orders, adjustments in pricing, discounts, outsourcing tee time booking, staff training, cutting down labor The head professional has been receiving customer complaints about employee inconsistency in applying facility policies. What is likely to be the most productive repsonse? - Gather data and address operational issues, When should management implement service improvements - change can generate the desired benefit and be measured How does the facility's overall vision and core values help retain the manager? - Solidify vision and core values that support vision For which purpose are the facility's core values and vision going to be most useful to the retail manager? - guide the creation of all other aspects What should increase in the retail operation to add value? - quality; customer service The End of Month Inventory target for May is the same as the COGS for June. - false The cost of goods sold can be calculated if both the turnover rate and the average inventory value are known - true The BOMI predicts the dollar value of the inventory needed at the beginning of each month to reach monthly sales goals - true The higher the turnover rate, the more inventory you need on hand to reach the same sales targets. - false; higher to less inventory Knowing the previous year's sales volume is sufficient to accurately forecast sale - false Inventory should arrive one to two months prior to the anticipation of sales - true The golf professional has projected $310,000 in annual merchandise sales, $205, for cost of goods sold, and a turnover rate of 2.5. What is the average inventory level at cost? - 205,000/2.5=$82k What is the formula for Cost of Goods Sold (COGS) - cost sold/total sales In an open to buy plan, the sales estimates and the cost of goods estimates comes from what other business management tool? - historical data What is the main purpose of an open to buy plan - identifies how much to purchase
What information does the cost of goods sold (COGS) provide for a given period of time? - sold, stolen, lost destroyed Why must golf professionals forecast beginning of month inventory (BOMI) levels? - tells BOMI it's also used for forecasting What is the likely result of a high turnover rate? - increased sales, fewer markdown, new trend setter, lower expense, higher employee morale, higher return investment What is a result of a low turnover rate in the golf shop merchandising operation? - staff items, big markdowns, low profits, high expense If your average inventory value is $37,000, and your annual cost of goods sold is $114,000, what is the turnover rate? - 114,000/37,000=3. Which merchandising condition is most directly correlated with a high turn rate? - less inventory Given the following information, what was the turnover rate for the year? Sales- $196,000COGS- $140,000Ave Inventory- $56,000Glove Sales- $24,000Men's Shirt sales- $54,000Rounds- 20,000 - 140,000/56,000=2. Some OTB funds should be reserved for unforeseen opportunities - true Based on the information below, what is the open-to-buy amount for july? July- August Sales $17,000 $12,500COGS $12,000 $9,000BOMI $50,000 $41,000 - 50,000+12,000- 50,000=12, What is the formula to determine monthly OTB dollars? - planned OTB at cost - merchandise on order=actual OTB at cost In an open-to-buy budget, how is average inventory defined? - average amount of merchandise (in cost dollars) the facility must have on hand throughout the year to meet annual sales goals What is the formula for calculating planned OTB? - (EOMI + COGS - BOMI)=Planned OTB at cost What does an open-to-buy reserve provide? - 10%-25% for other opportunities/unplanned purchases Merchandise that the competition carries is a factor to be considered in the merchandise assortment plan. - true What is the most important consideration when evaluating the type of merchandise to purchase for your shop? - core merchandise stock
What is the overriding criterion for selecting retail vendors? - background, reputation, reliability, assortment and pricing, services, perks, and consignment opts Why must merchandizers understand and support the goals and objectives of their vendors? - mutual relationships- more likely to achieve long-term stability and service from vendors...often lead to discounts, more competitive pricing for goods, exclusive opportunities, and other benefits The purchase order can serve as a reminder to subtract the appropriate amount from your OTB budget for a particular classification. - TRUE A high turnover rate can result in lower insurance costs - TRUE A point of sale system is the key inventory control tool for identifying merchandise on order - FALSE Operational efficiencies increase when a management has the flexibility to use discretion when following backroom policies and procedures - FALSE What is the key tool for inventory control? - Purchase Order (PO) What does "complete date" indicate on a purchase order? - Last possible date that the vendor can have order delivered to and accepted. What inventory management tool serves to ensure adherence to the business plan? - Enforcing a clear and efficient PO system is necessary to ensure accuracy and adherence to business plans. What is the benefit of receiving and checking inventory? - To ensure common issues do not occur: missing merchandise, incorrect pricing, over-shipped Physical unit tracking can determine both merchandise on hand and merchandise sold.
Adopting a perpetual book inventory system replaces the need to conduct physical inventory counts - FALSE Annual physical inventory counts are the most effective way to identify inventory problems - FALSE. Monthly What is a disadvantage of high turnover - To identify problems and enable pros to respond in a timely manner. A point of sale system allows merchandisers to track the age of merchandise in stock. - TRUE How often should a physical inventory count be conducted? - Monthly or quarterly What could cause shrinkage? - Occurs for various reasons - internal or external theft, human error, damage loss, inadequate receiving or sales, procedures and insufficient accounting and tracking practices. Why is high turnover beneficial? - Increased sales, fewer markdowns, ability to capitalize on new trends, higher employee morale Why is it important to conduct physical inventory counts? - To double check items on hand. Which term represents the method of tracking real-time inventory changes between routine inventory counts? - Perpetual book inventory using POS End of Month Inventory (EOMI) minus COGS equals Gross margin - FALSE. Final Retail Price - COGS - Gross Margin in $s Cost of Goods Sold plus Gross Margin equals Final Retail Sales Price. - TRUE If an item sells at the targeted markup, markup percentage and gross margin percentage will be the same - TRUE If the planned mark-up is 15%, what would be the price of a shirt that costs the shop $30 if the Mil River Plan is used? - 30 x 0.15 = $4.50 + $30 = $34. If a shirt cots $30 and the mark-up percentage for the shirt is 50%, what would be the potential gross margin return on investment? - 30 x 0.50 = 15 + 30 = $4545 - 30 = 15 What is the definition of mark-up? - The difference between wholesale price of an item and intended sales price. What is the percent mark-up if the cost of an item is $75 and it sells for $120? - 120 - 75 = 4545 / 75 = 0.60 --> 60%
Wall fixtures offer the least display flexibility - FALSE Destination areas are positioned to take advantage of high traffic corridors. - TRUE 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. - TRUE What is the value of establishing "destination areas" in your golf shop? - Brose other departments on the way to their destination What is the most important consideration when allocating floor space? - allocating prime areas to high selling areas What is the suggested distance for separating floor fixtures? - At least 3 feet of space to avoid accessibility issues and clutter What kind of color scheme consists of two colors opposite each other on the color wheel? - Complementary color scheme What is the primary purpose of a rectangular display rack? - Useful for displaying large quantities of hanging merchandise What color scheme is represented by a four-way display consisting of white, black, and grey pants? - Neutral color scheme Conventional floor fixtures include such items as cabinets and armoire - FALSE Describe the primary purpose of a promotional table. - Ideal for large quantity of markdown merchandise or special promotions. Which type of fixture gives the most presentation flexibility when floor space is extremely limited? - Rectangular racks What is the recommended standard for displaying folded shirts? - Smallest sizes on top, stack by color and style, pulled to front of shelf. What is the recommended standard for displaying hanging merchandise? - Left to Right, grouped by color then size, face inward, small to large What color scheme is being used when golf shirts have been arranged in a light to dark display? - Monchromatic Markdown sales could be considered promotional event - TRUE
What is the main value of having annual special promotions? - Increase value, internal marketing, customer loyalty What is the definition of permanent markdown? - Reductions in a product's list price, usually indicated on merchandise tags Which is a reason, cited in the Merchandising and Inventory Management Course Manual, for a golf shop to have annual or special promotional events? - More revenue and excitement, increase interest and customer base What is an example of a value-added strategy to stimulate sales? - Club fitting or repairs What should be emphasized to close the sale? - Upselling - create multiple purchases What planning document outlines merchandising objectives for events scheduled throughout the year? - Master Calendar What advertising method is considered internal marketing? - Staff members related marketing What is the definition of "cost of goods sold"? - The value at cost of the merchandise sold to customers, stolen, lost or destroyed The COGS for the merchandise operation have risen consistently over the past 3 months. Sales reports indicate that gross margin objectives have been met for sold items. What would the shop manager want to investigate as a potential cause of the COGS-percentage increase - Too many markdowns Gross margin is the difference between the retail price and the cost of goods sold - TRUE What is the most effective way to both value and determine the current amount of inventory in real time? - Physical count A higher inventory turnover rate usually means a lower GMRO - TRUE What does Gross Margin Return on Investment (GMROI) tell us? - Indicates how much money the operation makes per dollar invested in inventory The "adjustment" is the different between what was planned and what happened. - TRUE What does a variance report explain? - Highlights items significantly over or under budget.
What determines how well nutrients and water are retained in the soil? - the composition and texture of the soil, includ9ng Under which conditions are nutrients less accessible to turfgrass plants? - sandy soil- allows water and nutrients to easily penetrate and pass through too quickly, too acidic or too alkiline Why would the superintendent be adding lime to the fairways? - To reduce acidity and raise the soil pH What does a pH measurement represent? - the relative acidity and alkalinity of the soil What can be added to alkaline soil to promote healthy turf growth? - Sulfur What is the ideal pH range for most turfgrasses? - 6 - 6. What does a soil pH measurement of 3 indicate? - the soil is acidic What is the consequence of having soil that is too acidic or too alkaline? - it tends to keep nutrients from the plant Nutrient availability to turfgrass plants is optimal when the soil is 5.5 or below. - False, between 5.5 and 7. The water retention properties of loam depend on the amount of organic matter it contains. - False, the organic matter circulates nutrients through the soil. The composition of sand, silt and clay determines the water retention properties Hydrogen, oxygen, and nitrogen are the three primary nutrients necessary for plant growth. - False, carbon, hydrogen and oxygen, from air and water, plus nitrogen, phosphorus and potassium. (6 macronutrients) Short mowing causes shallow root systems - True What is a predictable consequence of adding sand to clay soils? - reduced compaction, reduced pH What type of soil has the best retention properties of nutrients needed by plants? - Loam What does light provide in the process of photosynthesis? - energy to produce carbohydrates what determines if soils have a good balance between drainage and water retention? - Soil texture
What will turfgrass plants most likely die of if planted in dense clay soil under extremely wet conditions? - Suffocation Describe the characteristics of clay soils? - hold nutrients and water better than sandy soils, but can be too dense and retain too much water and not enough oxygen Provide an example where compaction is most likely to be a problem. - Clay based soil on a course with heavy traffic Packaged golf course turfgrass fertilizers contain what combinations of macro nutrients?