Level 2 Facility Management Exam

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This is a simulation of questions you can expect to see when taking the PGA of America's Level 2 Facility Management exam. Questions cover customer service, business planning and employee management among other topics. NOTE: This exam is not timed, but the actual exam will have a time limit.

As customer expectations are consistently met over time, they become requirements and, eventually, part of the core product/service.

1 point

True

False

A _________ occurs any time a customer evaluates the quality of a facility's products and services. *

1 point

Moment of truth

Customer interaction

Customer evaluation

Noninteractive moments of truth occur when there is direct contact between a customer and the staff.

1 point

True

False

“Modifying your ideas to include other's contributions" is associated with the ________.
*

1 point

Directing strategy

Convincing strategy

Involving strategy

Supporting strategy

The __________ involves encouraging others to find a solution and then helping them to understand their role in implementing it. *

1 point

Directing strategy

Convincing strategy

Involving strategy

Supporting strategy

The _________ allows others to see the value of adopting your solution. *

1 point

Directing strategy

Convincing strategy

Involving strategy

Supporting strategy

When a manager builds a solution to accommodate the needs or concerns of another person, they are most likely employing __________.

1 point

Directing strategy

Convincing strategy

Involving strategy

Supporting strategy

________ is most appropriate in situations where one has a solution that may meet the needs of others who are able to accept or reject it on its merits. *

1 point

Directing strategy

Convincing strategy

Involving strategy

Supporting strategy

__________ involved both words and actions such as living up to commitments an keeping promises. *

1 point

Reframing a difficult situation

Encouraging open expression

Acting with integrity

Stating your purpose clearly

________ is the skill of drawing others out and getting them to actively express their ideas, feelings, and points of view. *

1 point

Showing understanding

Reframing a difficult situation

Encouraging open expression

The skill of reframing a difficult situation involves helping others to look at a situation from a fresh perspective to see new possiblities.
*

1 point

True

False

According to the PGA manual, active listening is an integral part of _________.
*

1 point

Stating your purpose clearly

Encouraging open expression

Showing understanding

Responding to others in such a way that you convey a genuine understanding of their point of view defines acting with integrity.

1 point

True

False

________________ may include listing important criteria that need to be addressed if the problem is to be satisfactorily resolved. *

1 point

Providing a compelling rationale

Encouraging open expression

Giving/inviting specific feedback

Acting with integrity

__________ is the interpersonal skill that is most readily supported in the greet phase of the positive engagement process? *

1 point

Stating your purpose clearly

Showing understanding

Providing a compelling rationale

Encouraging open expression

Examples of non-verbal communication to a customer include the attitude and body language of staff.

1 point

True

False

According to the text, ________ is the most important, but underestimated, component of a positive engagement routine.
*

1 point

Assessing the situation

Listening

Greeting

Following through with an offer

According to the text, one of the key underlying concepts of customer relations is that customers define service.

1 point

True

False

You know that your facility has a quality customer relations program in place based on which of

the following?
*

1 point

All employees have the skills needed to handle service interactions correctly

All regularly recurring moments of truth have been identified

Effective procedures are in place to help achieve success in service interactions

All of the above

Encouraging open expression is the primary interpersonal skill that is used during the ______ strategy.
*

1 point

Directing

Convincing

Supporting

Involving

During the __________ stage of an engagement routine, you should express a direct interest in the customer by taking note of a customer's needs and begin formulating a plan to deliver. *

1 point

Greet

Assess

Offer

Deliver

Engagement routines are not effective during challenging service interactions, for these situations it is better to utilize one of the seven interpersonal skills.

1 point

True

False

_________ involves specifying how you want a task performed and the time requirements involved in a clear, unambiguous way.
*

1 point

The involving strategy

The directing strategy

The convincing strategy

The supporting strategy

The more control your exercise during an interaction, the more precise your results will be.
*

1 point

True

False

________ gives each party the chance to clarify any misunderstandings and modify their points of view. *

1 point

Reframing a difficult situation

Stating your purpose clearly

Giving and inviting specific feedback

Acting with integrity

Ira's golf shop is completely out of hats in inventory. This is an example of a breakdown in _______.

1 point

Systems

Resources

Staffing

Clear selection

A _________ refers to as a name, term, sign, symbol or design, or combination of them intended
to identify the goods and services of a seller. *

1 point

Systems

Resources

Brand

All of the following are examples of indirect competition for an 18-hole daily fee facility EXCEPT _______.
*

1 point

Movie theaters

Shopping malls

A local 18-hole private golf club

Understanding the competition is an important first step when developing a marketing plan.
*

1 point

True

False

Selling yourself, selling the facility, and selling the game of golf are the three layers of _______.
*

1 point

Internal marketing

External marketing

Public relations

________ is a form of external marketing that includes letters to the editor, television appearances, speaking engagements, and special needs programs. *

1 point

Internal marketing

Public relations/publicity

Attraction programs

Municipal facilities are forbidden to require a dress code because they receive public funding.
*

1 point

True

False

In an effort to elevate the on-course experience of all players and reduce pace of play issues, a facility could require a particular skill level before playing.

1 point

True

False

Private facilities are exempt from the accommodation requirements of the Americans with Disabilities Act only when they do not allow any public play.

1 point

True

False

One of the biggest benefits of teamwork is that it fosters a positive facility culture.

1 point

True

False

An effective team decision-making process requires consensus, which allows team members to work together to modify and shape ideas.

1 point

True

False

All of the following are characteristics of effective teams except ___________.
*

1 point

Being committed to goals

Sense of belonging and trust

Lack of clearly defined roles

Have effective leadership

Tournament directors are responsible for meeting members' and guests' physical and social needs as well as competitive needs during an event.

1 point

True

False

Practice facilities should be designed so golfers will face _____.
*

1 point

North or east

South or west

Any direction is fine

Which of the following is a benefit to having a caddie program at a facility?
*

1 point

Caddies play a role in keeping the course maintained

Caddie programs introduce young people to golf

Caddies enhance the overall playing experience for golfers

All of the above are benefits of a caddie program

What is the most important interdepartmental relationship for golf operations?
*

1 point

Food and beverage

Accounting

Human resources

Golf maintenance

The USGA Pace Rating System helps determine how quickly a foursome of average golfers should play a particular golf course on a given day.

1 point

True

False

A facility can measure the effectiveness of a promotional campaign by performing a cost-benefit analysis.

*

1 point

True

False

A comprehensive pace-of-play program should include which of the following?
*

1 point

Clearly defined staff responsiblities and procedures

Appropriate course setup

Golfer education programs

All of the above should be included

_________ is a subset of marketing that involves notifying consumers about a facility's products or services. *

1 point

Brand

Promotion

Distribution

One benefit of not utilizing a tee time reservation system is that “no shows” are avoided.
*

1 point

True

False

A facility's tournament goals/objectives should reflect how many and what type of events the facility will host and the desired amount of revenue.

1 point

True

False

When interacting with a client, it is critical to make sure that it is clear what tasks will be performed by the tournament director and what tasks should be performed by a client in order to eliminate confusion in implementing the event.

1 point

True

False

All of the following are revenue considerations in a tournament budget except ________.
*

1 point

Entry fees

Sponsorships

Greens fees

A SWOT analysis is used to identify areas of a facility that need to be preserved, areas that need to be improved, and external factors that need to be addressed.

1 point

True

False

A well thought out business plan will help a golf facility ______.
*

1 point

Address new industry trends

Entice investors to work with the facility

Establish financial goals

All of the above

Which of the following is an important economic factor for a golf professional to consider as he/she creates a facility business plan? *

1 point

Federal, state and local taxes

Interest rates and credit

Miniumum wage laws

All of the above

In creating a business plan, Nick has gathered important information on past and current performance and conducted a SWOT analysis. What is the next step for Nick to complete?

1 point

Define the business

Monitor performance

Develop objectives and strategies

Prepare financial forecasts

A mission statement is a brief statement of a facility's purpose.

1 point

True

False

A facility's direct competition is any facility that meets the same need with the same, or a similar, product.

1 point

True

False

_________ is defined as the value at cost of the merchandise sold to customers, lost, stolen, or destroyed during a particular period of time. *

1 point

Gross margin

Shrinkage

Cost of goods sold

Turnover

A high turn rate in retail means that there is more inventory on hand to reach sales goals and it has to be replaced less frequently.

1 point

True

False

_________ is any organization that is in competition with a facility, but will partner with the facility to improve business. *

1 point

An indirect competitor

A cooperative facility

A direct competitor

None of the above

According to the text, a good rule of thumb is to have a high enough inventory level at the beginning of the season to cover projected sales for approximately ninety days.

1 point

True

False

According to the text, many facilities will keep between ________ of the actual OTB amount in reserve to make additional purchases for popular products or to buy a small amount of products to test in the golf shop.

1 point

3-5%

8-10%

10-25%

45-50%

The B.O.M.I figure for April is the same as the E.O.M.I figure for May.
*

1 point

True

False

________ is the amount of dollars to be spent to purchase or replace inventory in a particular merchandise classification in order to meet sales goals. *

1 point

A planogram

A merchandise assortment plan

An open-to-buy plan

A merchandise investment report

According to the text, merchandisers should attempt to keep COGS as percentage of sales between ______ for soft goods.

1 point

40-50%

45-55%

50-60%

65-75%

__________ is the amount of merchandise a facility must have on hand throughout the year to meet annual sales goals. *

1 point

BOMI level

Average inventory level

EOMI level

OTB figure

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