comp check 4

The most average expensive NFL seat cost was offered by the New England Patriots for _____.

$117.84

How many seats does CrossPlex house for its indoor track facility?

4000

According to the 2013 Fan Cost Experience, the average ticket cost in a Major League Baseball stadium was ______?

46

The ability to think on one's feet when the customer service interaction takes an unexpected turn, is an example of what customer service skill?

Ability to handle surprises

The skills necessary to understand the mood of the customer is an example of ______.

Ability to read customers

What refers to the income generated from goods and services that enhance the primary product or service?

Ancillary Revenue

The concept of sports promotion is most closely tied to ______.

Bill Veeck

Which of the following is an example of how teams strive to improve ticket sales?

Differential Pricing Web Based Tickets Money Back Guarantee

Altering the price of a game ticket based on the quality of the opponent, time of the game, or seat location, is considered which pricing technique?

Differential pricing

Sound written and oral skills replete with proper grammar and knowledge of situational communication is an example of _______.

Effective Communication Skills

Which of the following items gives the holder the ability to purchase a specific seat in a stadium as long as the individual holds those seat rights.

Personal seat license

Differential pricing is based on what three variables?

Quality,Time,Place

Which of the following is not an example of a hospitality event.

Regular scheduled games

Which of the following is Not one of the best practices outlined in this chapter?

Understand the power of social media, and maintain active profiles on the major social networking sites Have effective feedback systems in place Strive for high customer relationship management strategy

Small changes that utilize this customer service skill may have a significant effect on how your customers hear your response and create a perception of your organization.

Use of positive language

Ticket exchanges offering holders the opportunity to resell their tickets in a safe and legal environment is a component of which ticket sales strategy?

Web based tickets

Which of the following is not a motive of why people consume sports products and services?

Willingness to Learn

Willingness to learn is best explained by:

ability and desire to use available feedback to make necessary changes that will improve service skills

A calming presence is best described by:

ability to display peace and composure

Which of the following is not a component of the customer satisfaction scale?

access

Customers evaluate their personal satisfaction in a service encounter by assessing which of the following?

angibles Assurance Reliablity Responsiveness

What is the most effective way to determine if your organization is meeting and exceeding your customer's needs.

ask them

Being thoughtful, considerate, courteous, and polite of others is an example of _______.

attentiveness

As loyalty continues to increase, the individual progresses to the third stage of loyalty, or the behavioral intention stage.

conative

In reference to event parking, it may be most beneficial to:

contract to outside companies or concessionaires

What pricing strategy is utilized to motivate participants to register sooner versus later, so they can have a better understanding of how many participants will compete in the event?

dynamic pricing

Dealing with agitation and frustration in a manner that will mitigate anxiety and solve issues, is an example of which customer service skill.

effective communicating

Club seats are a combination of a hotel room with seating areas to watch the action in the venue.

false

Concession sales for an event is the most common way to ensure substantial event revenue.

false

CrossPlex houses a 1,600 seat indoor track facility and a 5,000 seat basketball arena.

false

Dram shop laws make the patron liable for alcohol-related negligence.

false

Peripheral products are products that are out of the control of the event facilitator.

false

SERVQUAL was developed to assess sport spectators perceptions on event quality.

false

An integral part of the fan experience revolves around _____.

food

What refers to the total amount of money received for tickets at a certain game?

gate receipt

Spire Institute and CrossPlex are two examples of:

multipurpose sport facilities

Of the four major sport leagues, which has the highest average ticket price?

nfl

Quiet, steady perseverance and even-tempered care is an example of _____.

patience

Physical Environment Quality is defined as:

perceptions of facility ambience, design feature and quality

Responsiveness is defined as:

personal willigness to help

Multipurpose sports facilities can be used for:

physical fitness spectator sport participatory events

What refers to the seat location?

place

What refers to the reputation and strength of the opponent?

quality

Reliability is defined as:

team delivers it services as promised

Goal Oriented Focus is best explained by:

the ability to direct customer service issue toward one of the several different organizational goals

What gives the visitor the right to a seat or area to stand for event purposes?

ticket

What option offers season ticket holders the option to resell tickets in a safe and legal way?

ticket exchanges

Which of the following is not an example of ancillary revenue?

tickets

What refers to the day of the week and part of the season a game is held?

time

Customer service is defined as a series of activities designed to enhance the level of customer satisfaction.

true

Sport organization websites are often times the window to the public.

true

Ticket sales are the most common and direct way to ensure revenue for sporting events.

true