Sports in Sales Midterm Questions and Answers

"Your friend Megan Jackson told me to give you a call" is an example of which opening philosophy? -Referral -Permission -Ask a question -Engage in small talk

Referral

Which sales setting is more conducive for a canned presentation? -In game -Site Tour -Sales Event -Telephone

Sales Event

Social media and data analytics will likely replace the need for salespeople within the next ten years. T/F

False

The focus of your questions in the SPIN methodology should be on your knowledge of the product. T/F

False

To explain the value proposition, sellers need to translate motives into features. T/F

False

You should only close one time during a sales call. T/F

False

Which of the following should you not emphasize or demonstrate with the customer when trying to close? -Scaricity -Fear -Benefits -Persistence

Fear

Which area of a professional sports team's sales operations is most commonly the starting point for new salespeople beginning their career? -Inside Sales -Customer service and retention -Season ticket sales -Group Sales

Inside Sales

Increasing __________________ is better than offering discounts to groups. -Games -Seats -value -Discount

Value

Jeff Berryhill of the MLS National Sales Center recommends what percentage of questions to be open-ended in the needs analysis? -20% -40% -60% -80%

80%

Which type of ticket product best defines a Major League Baseball team offering a 10-game ticket package? -Season Tickets -Partial Plan -Group Ticket -Single Game tickets

A partial plan

An introductory statement such as "Hi Tom, I'm your personal account rep with the X team. My name is Josh," should be immediately followed by -A commitment question -An attempt to set the agenda -A pause -A humble disclaimer

A pause

Match the type of question with the correct example. Closed:

Are you interested?

A key sales principle is that people buy -Needs -Fun -Experience -Benefits

Benefits

Which of the following is a goal of the opening of a B2C call? -Build Rapport -Drive value to the customer -Explain the benefit of buying -Set a follow up meeting

Build Rapport

Closed-ended questions are used to -ask specific or broad questions - solicit accurate feedback - soften your suggestion - clarify a specific point

Clarify a specific point

Effective salespeople talk the majority of the conversation. T/F

False

Most B2C sales are closed on the first call. T/F

False

Nearly all sales managers agree that you should set an agenda and seek permission prior to starting the needs analysis. T/F

False

Match the type of question with the correct example. Humble Disclaimer

Do you mind if I ask you about your family?

Analyze the following four scenarios and indicate below which customers are not 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 -Charlie -Don

Don

Match the type of question with the correct example. Redirect

Earlier you mentioned

People buy for ____ reasons and justify their purchases based on ____ reasons. -emotional ; logical -logical ; emotional - personal ; family - family ; personal

Emotional ; Logical

"Why" questions help build rapport with customers, especially early in the conversation. T/F

False

Consultative selling works best when selling a specific, specialized package with limited options. T/F

False

Sport salespeople -predominantly make cold calls to unqualified leads - must learn how to use deceptive and high pressure sales tactics in order to succeed -are faced with limited long-term career opportunities in sales -should only use sales as a way to get their foot in the door -help fans create lifelong memories

Help fans create lifelong memories

Match the type of question with the correct example. Chase

How does that sound?

Match the type of question with the correct example. Global

How so?

Which of the following is not 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 of 1 to 10 how interested are you in this package -How was your experience at the game last year?

How was your experience at the game last year?

Which of the following best illustrates the forestall tactic to overcoming an objection? -I know you'll be concerned about the price and - you are wrong about the price, it is actually - I'm glad you brought up the price issue - If you don't mind, I would like to discuss the price later in the conversation

I know you'll be concerned about the price

Salespeople can reveal information about themselves by relating to the customer's experience through -I/My Statements -Scripts -Personal agenda -Permission

I/My Statement

Which of the following is a mistake made by salespeople at the "presenting" stage of the sales process? -Presenting benefits that match the prospect's perception of their needs -Presenting solutions with complete information - Impatiently jumping into the recommendation assuming the customer sees a need - All of the above

Impatiently jumping into the recommendation assuming the customer sees a need

External stimuli prompted by sport marketers that alter perceived value are called -Motives -Incentives -place -Feature

Incentives

Which of the following major professional sports leagues has built a national sales center in order to centralize the training of sales professionals throughout the league? -NBA -MLS -NHL -NFL

MLS

Making the right product recommendation requires that you do not -Synthesize all of the information that you gleaned from the needs analysis and create a logical proposal to the customer -Put small bits of data together in a way that helps you connect the dots - Make assumptions about the customer -Have confidence your product

Make assumptions about the customer

Which type of presentation is best suited for consultative selling environments? -Canned -Formula -Need Satisfaction -Primed

Need Satisfaction

The majority of the meaning of a message that is communicated comes from -Verbal Communication -Nonverbal Communication -Tone of voice -Emails

Nonverbal communication

What should you do when a customer says "no" at the end of the call? -be aggressive and continue to pursue the sale - take the rejection personally - remove the customer's name from the CRM database system - obtain referrals

Obtain referrals

At the beginning of the first call to a customer on a B2C call, it is important for the seller to -offer a reason for making the call -refer to the lead list that generated their name on your list - never give the customer a way out of the conversation -present the call as a customer satisfaction survey

Offer a reason for making the call

You've earned the right to ask for the sale if you have -gathered information about the customer - built rapport - presented value - had more than one sales conversation

Presented Value

At which stage of the sales process do you begin to talk about the product? -Opening -Needs analysis -Presenting Solutions -Closing

Presenting Solutions

While asking questions during the needs analysis, you should -probe from general to specific - use premature elaboration to move the sale forward - ask two questions at a time to keep the conversation moving - favor "why" questions after you've completed your situation questions

Probe from general to specific

"What kinds of issues have you experienced with your suites in the other league across town?" Is an example of which type of question -Situation -Problem -Implication -Needs Payoff

Problem

Examine the following sales pitch. "Hi Jim. Thanks for taking my call. I wanted to let you know that we have deeply discounted tickets this year in the upper deck. These tickets go on sale next week and we want to get the word out to our loyal fans. These tickets are available for ten games this season. Are you interested?" Which of the following philosophies best describes this approach? -consultative sales -consumer-focused ! -product-focused -customer relationship management

Product focused

A recent study found that B2C sport ticket sales professionals spend the most time doing what activity? -Servicing -Selling on the Phone -Preparing presentations -Prospecting

Selling on the phone

The combination of relevant product features and their corresponding benefit to the customer is called -Value Proposition -benefits -Selling Point -Incentives

Selling point

Consultative salespeople do not -Tell customers about the most important product feature -Asks good questions -Empathetically listen to customer responses -Present customized solutions

Tell customers about the most important product features

Which of the following best illustrates the compensation method to overcoming an objection? -So you're really asking how you can save money on tickets this year? - We have a variety of pricing plans. Can you tell me what you want out of your experience? - I've heard that from other customers in the past. -The price is a bit more expensive but the view from this section is outstanding

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

Which of the following is not something true of objections. -they can occur at any part of the sales process - they show that the prospect has interest in what you are selling - they are conversation enders - they provide you with important information about the customers feelings - they present an opportunity to move the conversation forward

They are conversation enders

The total benefit that your product or service provides to the customer is called -Value -Selling Point -Advantage -Reason

Value

To be successful in sales, sellers should believe -it is inappropriate to talk with people you don't know -rejection means people don't like me -you shouldn't talk about other people's money - they will run out of prospects if they don't talk to new people

They will run out of prospects if they dont talk to new people

Assume that you find that a fan likes to attend weekend games and party after the game. What question is the next best question to ask? -How many games did you attend last year? -To what extent are attending games on the weekend important? -How does partying with your friends affect your free time? - Would it be useful if you could party after the game?

To what extent are attending games on the weekend important?

College athletic departments have been slower than their professional sports counterparts in developing full-scale ticket sales teams. T/F

True

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

True

Many major league professional sports teams employ at least 50 people in their sales efforts. T/F

True

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

True

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

True

The opening of the sales call is the most likely stage of the sales process to be scripted. T/F

True

Your strongest marketing tool is sold out games. T/F

True

The emotional peak of any story that points to where the customer can experience a change in direction is the -Setting -Turning point -Resolution -Point of the story

Turing point

Offering additional products to upgrade the package that is being sold is called -Cross selling -Upselling -Referrals -Benefit Selling

Upselling

Sales careers are sales are characterized by -upward mobility - vague performance metrics -lack of advancement opportunities -low paying jobs, even at the highest levels of the organizational chart

Upward mobility

To quickly establish rapport during the opening of a B2C sales call, the seller should -Avoid revealing personal information -Use Mr. and Mrs. instead of first name - Use an energetic and professional voice - Use a short story about the most recent game

Use an energetic and professional voice

Which of the following is not a key principle in giving an effective face-to-face sales presentation? -make a good first impression - deliver an opening that grabs the prospect's attention - use storytelling to illustrate why people change - utilize complicated facts and figures

Utilize complicated facts and figures

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 doesn't take much planning on her part is a/the -Benefit -Product feature -Value proposition -advantage

Value Proposition

Which of the following is not a component of nonverbal communication? -Proxemics -Body Language -Physical appearance -Voice inflections

Voice inflection

Match the type of question with the correct example. Expansion

Walk me through how you will make the decision

Which closing statement below best represents the "urgency close"? -Once we got off of the phone, this offer will no longer be valid - We sold out 75% of our games last year so getting your tickets early will ensure you make it to the best games - What is your credit card number? - Would you rather purchase ten games or twenty?

We sold out 75% of our games last year so getting your tickets early will ensure you make it to the best games

When delivering the benefit of a product feature, you should use the phrase -What this means for you -others have told me -I understand how you feel -you can tell me more

What this means for you

If the seller chooses to start the call by moving directly to questions, which question is the best first question to ask? -How many games did you attend last year? - Who do you sit with at the games? - What was your favorite memory? - Did you like the games

What was your favorite memory

Match the type of question with the correct example. Lock-On

When you say its been a problem, what exactly do you mean

Which question below is the best referral question? -Who else do you know that may be interested? - Who else do you know at work that may be interested? - How many kids do you have? - On a scale of 1 to 10 how interested are you?

Who else do you know at work that you may be interested

Which of the following best describes a benefit of purchasing a new driver? - The head is made out of titanium -The shaft weights less than other drivers - PGA players use this same driver -You will shoot lower scores

You will shoot lower scores

When asking questions, the seller should -ask close-ended questions as much as possible - phrase questions negatively to elicit a specific answer - ask questions one idea at a time - stick with the same question style to not confuse the customer

ask questions one at a time

You can solicit accurate feedback by -asking a hypothetical question - adding "or no" to the end of any question - asking a chaser question - asking "like what?"

asking a hypothetical question

Sellers build value in the mind of the customer by -asking questions - uncovering issues with tickets - telling them how great the experience is - emphasizing loyalty rewards programs

asking questions

Which of the following would be the best approach when dealing with a driver personality? -take them out to brunch to socialize -give them ample time to talk and tell stories about themselves -focus on the details and how they can avoid risks - be businesslike, organized and efficient

be businesslike, organized and efficient

Situation questions -are the narrowest in scope -emphasizes the benefit derived from solving a problem - bring the customer's needs to the surface -quantify the impact of the problem

bring the customer's needs to the surface

Which of the following unique elements of the sport product help salespeople leverage the principle of scarcity? -sport is subjective - events are simultaneously produced and consumed -sport is a social experience - sport salespeople lack control over the core product

events are simultaneously produced and consumed

When you make a product recommendation, you should -start with the cheapest offer and then move to more expensive options -make the recommendation even if not in the customer's best interest - present solutions even if you don't have enough information from the needs analysis - explain the value proposition to the customer

explain the value proposition to the customer

Which of the following factors has not contributed to an increased investment in sales infrastructure by sport organizations? -rapid growth of entertainment options through technological advancements - intense competition for the entertainment dollar -development of CRM systems Correct! - increased competition for top-paid players

increased competition for top-paid players

When delivering a voice mail, you should -give the sales pitch on the voice mail - talk for at least 30 seconds - say something interesting enough to cause the person to call you back - mention upcoming game schedules

say something interesting enough to cause the person to call you back

You will never make a sale solely off a great introduction, but you can lose a sale with a bad introduction. T/F

true

Benefits answer the question -what is the product? - what's in it for me? - why did I do that? - who did that?

what's in it for me?