PGA 3.0 LEVEL 2 LATEST EXAM QUESTIONS AND CORRECT ANSWERS 120 EXAM QUESTIONS AND ANSWERS VERIFIED ANSWERS

1) 1.What happens to customer expectations over time when they are consistently
met? - 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) 2.What is the primary product of the golf business according to the Customer
Relations Manual? - ANSWER>>The PGA Experience
3) 3.What single variable has research shown to be most closely associated with
long term financial performance? - ANSWER>>The Core Products/Services that
the club continues to deliver is associated with long-term financial performance.
4) 4.What is occurring when the customer evaluates the qualify of a facility's
products and services? - ANSWER>>Moments of truth.
5) 5.When does an interactive moment of truth occur for the customer? -
ANSWER>>They involve direct contact between the customer and a staff
member.
6) 6.What is occurring when a customer's bag has been incorrectly tagged at the
bag drop? - ANSWER>>A task related failure
7) 7.According to the Customer Relations Manual, what must accompany good
interpersonal skills to achieve high quality relations with your members and
customers? - ANSWER>>They require clear procedures and actionable skills to
be developed for routine day-to-day situations.