Data Driven Final

Which closing statement below best represents the "urgency close?"

"We sold out 50% of our games last year, so getting your tickets early will ensure that you make it to the best games"

Which of the following are components of nonverbal communication? (Select all that apply)

- proximecs - body language - physical appearance

The Orlando Magic use a decision tree to categorize customers in the following way(s)

-Customers most likely to enjoy a game, least likely to enjoy a game, and most likely to leave the game -Customers most likely to renew, least likely to renew, and most likely to be on the fence to renew tickets

Why is it important to create relationships with customers? (Select all that apply)

-Lifetime customers create lifetime value -Sport organizations still have to finance its operations when the team is losing -Retaining customers is less expensive and time-consuming than acquiring new customers.

You are a sport manager for the Arizona Diamondbacks. You notice that many of your customers have repeatedly requested more game experiences where they are allowed to bring pets. How do you respond?

-Seek pet-affiliated corporate sponsorship opportunities. -Work to include pet-friendly opportunities at Diamondbacks games to enhance the game experience for this particular group of customers.

Objections...

-Show the prospect has interest in what you are selling. -Can occur at any point of the sales process -Present an opportunity to move the conversation forward -Provide you with important information about the customer's feelings

Which of the following is a question you would ask when attempting to overcome an objection?

-There is probably a reason why you are hesitating on buying today. Do you mind if I ask what it is? -Is there anything else besides your busy schedule that would keep you from buying? -Supposed we lived in a perfect world with no scheduling conflicts, how many games would you attend? -On a scale to 1 to 10, how interested are you in this package?

Which choice represents the best strategy to presenting renewal options for customers?

A variety of platforms to renew; it is important to accommodate customer preferences when possible

Choose the best practice in game-day customer service excellence according to the Spurs F.A.M.I.L.Y standards:

Acknowledge children first when walking with a parent. Kneel down, make eye contact with the child at their level and welcome them individually.

When terminating an employee, good sales managers:

All the employee to exit the organization with dignity

Analyze the following four scenarios and indicate below which customers are demonstrating strong buying signals. Amy: Asks "How do I purchase tickets online?" Bob: Says "I can only buy these if we have a parking spot near the stadium." Charlie: Says "Having our seats all in the same area would be great." Don: Says "We were really frustrated last year when our seats were near a bunch of drunk fans"

Amy, Bob, and Charlie

Being accurate with verifiable facts is most important when selling to:

Analyticals

Match the step in the SPET process to the appropriate key phrase. Summarize

Based on what you have told me

Match the step in the SPET process to the appropriate key phrase. Explain

Because this package give you flexibility

"Based on what you've told me, it sounds like X package is the best fit because"

Benefit summary

To explain the value proposition, sellers need to translate motives into ___________________

Benefits

Which of the following is an example of VIK?

Best Buy providing a team with computers and televisions as part of their sponsorship contract

Which of the following is typically not one of the ways sponsorship sellers prospect for leads?

Comb through the phone book to find businesses that are not current partners of the property

Which of the following are typical sponsor objectives?

Create brand awareness Drive retail traffic Entertain clients

After a customer has purchased tickets and attended the game, how should an account representative structure communication?

Create monthly touchpoint plans including personalized communication on birthdays.

Offering additional products to compliment the package that is being sold is called

Cross selling

A software system which merges all customer data collected by teams into a single database is called:

Customer Relationship Management

Which choice represents some of the rules in creating a comprehensive customer service plan:

Customer service on their terms, finding compatibility, hiring the right people: hire attitude, train skills

Which of the following is not one of the major management theories discussed in the chapter?

Development management

"Let's go ahead and get you signed up"

Direct request

Which of the following are a component of the CAREfully listening model?

Empathize Concentrate Fully grasp the main idea

How best should you use an evaluation matrix to evaluate customer retention strategies?

Establish a goal or set of goals, then a metric, how you will measure the metric, and at what times you will measure the metric

When you make a product recommendation, you should

Explain the value proposition to the customer Describe the offering in a way that helps the customer understand why it is the best fit Leverage the information learned in the needs analysis Educate the customer on how to effectively utilize the product and activate all of the features and benefits that were purchased

Salespeople should avoid changing the volume, pace, and pitch of their voice so they can be themselves during a sales call

F

In sales, it is expected that you extend your hand for a handshake in all business settings.

False

One of the easiest parts of the sport sponsorship sales process is identifying the key decision-makers within a prospective sponsor's business.

False

Receiving an objection is a negative because it shows the customer is hesitant about purchasing.

False

Research suggests that most sport organizations provide too much initial and on-going sales training.

False

Today, many top sport organizations no longer use job fairs to help recruit potential sales employees.

False

Today, most sponsorship deals come together because sponsor executives are avid fans of a particular sport property.

False

Top sport sales performers typically rely strictly on the leads provided by their employer rather than seeking out leads on their own and through their own personal networks.

False

You should only close one time during a sales call.

False

In sales, a prospect is defined as someone who:

Has a need or interest in the product Has the financial ability to purchase the product Has the authority to buy the product

Which of the following is common among teams with a successful sales culture?

Helping trainees find a position with another team if there are no full-time openings with the current team.

Which of the following are types of data typically collected by teams for their CRM systems?

Household income Number of children Birth date

Steve DeLay recommends using the phrase " ________ ________ _________ ___________ " to get more complete information from the customer about their objection.

How do you mean

Which of the following best illustrates the forestall tactic to overcoming an objection?

I know that you will be concerned about the price, and...

Match the step in the SPET process to the appropriate key phrase. Present

I recommend

Which of the following practices represents the social customer relationship management philosophy?

Implementing an online ticket sales renewal platform as suggested in a customer focus group

"Which plan works best for you - the 10 game or the 20 game plan?"

Legitimate alternative choice

Match Objection to Example

Need - I cant see this working Product - I don't like baseball Sport organization - The team is terrible Price - I cant afford it Logistics - I have a busy schedule

Which type of presentation is best suited for consultative environments?

Need satisfaction

"If there was a way that I could guarantee you the seats that you want, would you buy this season?"

Negotiation

The majority of the meaning of a message that is communicated comes from:

Nonverbal communication

Indicate whether the nonverbal communication is generally more positive or negative

POSITIVIE Eye Contact Uncrossed arms and legs Nodding of head Smile Leaning forward in chair NEGATIVE Pursed lips Blank stare Slumping Crossed arms and legs

Which of the following are good sources of warm leads for sport teams looking to sell ticket plans?

Past single game buyers Newsletter subscribers Parents of team camp attendees

Which of the following is not one of the ways that sports teams utilize CRM systems

Predicting team performance

You have earned the right to ask for the sale if you have

Presented Value

At which stage of the sales process do you begin to talk about the product?

Presenting solutions

While you should never cut your price, you can reconfigure plans and prices based on the customer's ________

Priorities

In sales, the process of conducting research to determine whether a lead meets the criteria of a prospect is called

Qualifying

"Can you see where X package would benefit you by..."

Questions

Sellers should present benefits when they can be _______ with the information learned in the needs analysis.

Reinforced

What management theory is focused on finding the most efficient way for workers to perform job duties?

Scientific management

Which of the following would be an example of "warming up" a cold lead?

Sending marketing mailers to individuals from a purchase list before calling them

Making the right product recommendation requires that you

Synthesize all of the information that you gleaned from the needs analysis and create a logical proposal for the customer Have confidence in your product Put small bits of data together in a way that helps you connect the dots

Which of the following is not a source frequently used by sport organizations to gather customer data?

Television viewers

To sell a sponsorship, teams must understand what about the prospect?

The business objectives of the company

Which of the following best illustrates the compensation method to overcoming an objection?

The price is a bit more expensive, but the view from this section is outstanding

Which of the following is not one of the ways selling sponsorship differs from selling tickets?

The steps of the sales process are much more relevant for selling tickets than sponsorship

Aftermarketing is:

The term used to describe how sport managers approach retaining or developing customers after the customer has purchased the product

What is true about sport marketing agencies as it pertains to selling sport sponsorship?

They are often hired to represent brands during sponsorship negotiation

What is true about sport sponsorship proposals?

They should clearly articulate the business objectives of the sponsor

According to the Motivation-Hygiene theory, some attributes of a work place might not serve as motivation, but can create dissatisfaction among employees.

True

Direct denials should only be used when the customer makes a statement that is factually untrue.

True

Formal employee evaluations or appraisals provide time for managers to give feedback regarding job performance but are also good times for employees to offer organizational or managerial feedback.

True

Sellers should hold off on making a product recommendation until they have uncovered value for the customer.

True

Sport sellers tend to be more focused on individualistic goals, while sales managers consider team goals first.

True

The "let me think about it" objection is a smokescreen that hides the real objection.

True

Today's sponsorship inventory expands far beyond in-venue signage and tickets/hospitality.

True

You can ask for the sale at any point during the conversation.

True

"The registration deadline is only five days away"

Urgency

Sellers should always be looking for ways to use scarcity to create a sense of

Urgency

When overcoming objectives...

Use the objection as an opportunity to sell benefits Close the objection with a trial close question Show empathy

You are selling a full menu marketing approach to Tabitha for a minor league baseball team. Tabitha works in HR for a company of 250 employees in the same city as the team. In the needs analysis you learned that Tabitha was interested in purchasing tickets as a way to celebrate the company being in business for 25 years. She was particularly interested in how she could manage all of the tickets through an online portal instead of trying to distribute paper tickets to everyone who needs a ticket. Emphasizing that Tabitha could create a unique event to celebrate the 25th anniversary of the company in a way that does not take much planning on her part is a/the

Value proposition

When developing commission structures, the primary issue sport sales managers should consider is?

What sorts of sales the structure incentivizes

When delivering the benefit of a product feature, you should use the phrase:

What this means to you

"Our organization is committed to delivering high quality family friendly experiences" is an example of which type of story?

Who I represent

Match the step in the SPET process to the appropriate key phrase. Trial Close

Would you agree?

Which of the following should you emphasize or demonstrate with the customer when trying to close?

benefits, Scarcity, and Fear.

When a person calls a team wanting to purchase tickets, this person would be considered a ______ lead

hot

"People buy from people they ___

like

In attempting to describe the way that an electronic ticket exchange system works, a salesperson says that "the electronic ticket exchange program is a breeze." This statement is an example of _________

metaphor