Data Sales 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"

While asking questions during the needs analysis, you should (select all that apply):

-Ask questions one idea at a time -Let the customer complete their thoughts before saying something yourself -Form the next question based on the customer's response -Probe from general to specific

The Orlando Magic use a decision tree to categorize customers in the following way(s) (Select all that apply):

-Customers most likely to park closer to the facility in comparison with those parking further away -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

When you make a product recommendation, you should (select all that apply):

-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 -Explain the value proposition to the customer -Educate the customer on how to effectively utilize the product and activate all of the features and benefits that were purchased

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

-It keeps sales people motivated, but does not have any business ramifications -Sport organizations still have to finance its operations when the team is losing -Lifetime customers create lifetime value

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? (Select all that apply)

-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. -Organize pet-affiliated gatherings off-site and away from the ballpark to encourage a relationship with pet owners without disrupting the safety of the game. -Make it clear to customers that pets are not allowed in the stadium. There are other pet-friendly places where customers can bring their dogs.

Making the right product recommendation requires that you (select all that apply):

-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

Jeff Berryhill recommends that______ percent of questions be open-ended in the needs analysis.

80

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 Charlie

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

Analytics

Which of the following is an example of VIK?

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

Situation questions:

Bring the customer's needs to the surface

Close-ended questions are used to:

Clarify a specific point

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 a component of the CAREfully listening model? (Select all that apply)

Concentrate Fully grasp the main idea Empathize

Which of the following are typical sponsor objectives? (Select all that apply)

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

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

Effective salespeople talk the majority of the conversation.

False

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

False

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

False

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

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

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.

When a person calls a team wanting to purchase tickets, this person would be considered a______lead.

Hot

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

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

Which type of presentation is best suited for consultative environments?

Need satisfaction

Which of the following are good sources of warm leads for sport teams looking to sell ticket plans? (Select all that apply)

Newsletter subscribers Past single game buyers Parents of team camp attendees

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

Nonverbal Communication

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

Number of children Birth date Household income

Which of the following should you emphasize or demonstrate with the customer when trying to close? (Select all that apply)

Persistence Benefits

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

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

Problem

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

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 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

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?

To what extent are attending games on the weekend important?

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

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

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

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

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

True

You should only close one time during a sales call

True

The total benefit that your product or service provides to the customer is called

Value

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

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

benefits

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

false

"People buy from people they ______ ."

like

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

qualifying

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

reinforced

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

roxemics Physical appearance Body language

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

true

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

urgency