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PGA Level 1 test Study Guide Solutions

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PGA Level 1 test Study Guide Solutions Directing Strategy - ANSWER-Person explicitly informs what he or she wants others to do. Desired outcome: Compliance, Initial skill: Stating our purpose clearly Convincing Strategy - ANSWER-Requires proposing one or more options or solutions to the custome...

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  • November 19, 2024
  • 12
  • 2024/2025
  • Exam (elaborations)
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PGA Level 1 test Study Guide Solutions

Directing Strategy - ANSWER✔✔-Person explicitly informs what he or she wants others

to do. Desired outcome: Compliance, Initial skill: Stating our purpose clearly


Convincing Strategy - ANSWER✔✔-Requires proposing one or more options or

solutions to the customer. Desired outcome: Agreement, Initial skill: Provide

compelling rationale


Involving Strategy - ANSWER✔✔-The employee invites other parties to collaborate on

finding the solution to a situation Desired Outcome: Participation, Initial skill:

Encourage open expression


Supporting Strategy - ANSWER✔✔-Employee does not offer own solutions unless it is

absolutely clear that they will help. Desired Outcome: Commitment Initial Skill:

Showing understanding


Systematic engagement routine - ANSWER✔✔-Greet, Listen, assess, offer assistance,

follow-through, make an extra effort


Moment of Truth - ANSWER✔✔-Occurs any time a customer has opportunity to

evaluate the quality of facility's products and service




Copyright ©SOPHIABENNETT 2025 ACADEMIC YEARALL RIGHTS RESERVED. Page 1/12

, Interactive moment of truth - ANSWER✔✔-Direct contact between the customer and

staff


Non-interactive moment of truth - ANSWER✔✔-Customer has the opportunity to

evaluate a product or service without employee contact.


Yield - ANSWER✔✔-(Number of rounds played in a period/Potential rounds in a

period) x 100


COGS - ANSWER✔✔-beginning inventory + purchases - ending inventory


Gross Margin - ANSWER✔✔-Totals Merchandise Sales- COGS


Net operating income - ANSWER✔✔-Rev.- (COGS+operating exp.)


Linear Trend analysis - ANSWER✔✔-


5 steps to Business Planning Model - ANSWER✔✔-1. Define the business 2. Assess the

Current state of the business. 3. Develop goals, objectives and strategies 4. Prepare

financial forecasts and budgets 5. Monitor performance


Mission Statement - ANSWER✔✔-"Why we exist statement". Brief statement of facility's

purpose. Concise, believable, realistic, relevant, evolving


Vision Statement - ANSWER✔✔-Goal of the highest order and defines what a business

will accomplish. Reflects core values




Copyright ©SOPHIABENNETT 2025 ACADEMIC YEARALL RIGHTS RESERVED. Page 2/12

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