WorksheetsCustomer Service and Sales Quiz
Total questions: 32
Worksheet time: 18mins
Which action demonstrates the first step of resolving a customer complaint?
Offering a discount immediately
Asking for proof of purchase
Sending the customer to another employee
Listening without interrupting
Which action most positively impacts the fan experience at a sporting event?
Fewer staff working in the concourse
Shorter event schedules
Limited seating choices
Friendly greetings and helpful service
Clienteling focuses on which goal?
Increasing inventory levels
Speeding up checkout only
Reducing customer feedback
Building long-term personalized relationships
During the “Determine Needs” step, a salesperson should do what?
Immediately present upgrades
Assume the fan’s preferences
Skip questions to save time
Ask questions to understand what the fan wants
Which location is most associated with last-minute ticket sales?
Team store
Locker room
Media booth
Ticket booth
How should employees view customer complaints?
As personal criticism
As a sign to avoid the customer
As a reason to offer less help
As an opportunity to improve service
What is one financial benefit of offering concessions?
They reduce advertising needs
They reduce seating capacity
They lower employee training costs
They increase overall event revenue
Which tone is recommended during the “Approach” step of selling?
Neutral and distant
Strict and serious
Fast and forceful
Friendly and confident
Why is follow-up important in customer service?
It reduces interactions
It protects inventory
It shortens conversations
It confirms the customer is fully satisfied
Which example best represents on-site selling?
An online banner ad
A radio promotion
A sponsorship meeting
A merch worker helping fans at the game
Which tool helps fans understand where they will sit?
Staff directory
Price chart
Event announcement
Seating chart
What does “Own It” require from an employee during a problem?
Asking the customer to wait
Explaining company policy only
Passing the issue to another worker
Taking responsibility for solving the issue
Which question helps determine a fan’s needs?
“Do you want to buy everything today?”
“Why didn’t you check the website?”
“Can you come back later?”
“What is your budget for tickets?”
Which action contributes most to a positive fan experience?
Limiting promotional materials
Ending interactions quickly
Offering no assistance unless asked
Making fans feel valued and welcomed
Which location is responsible for processing fan entry sales?
Parking garage
Team bench
TV broadcast room
Ticket booth
Connecting product features to benefits occurs in which step?
Approach
Follow-up
Handle objections
Present the product
What describes the “Solution” step in resolving issues?
Explaining the refund policy only
Asking the customer to calm down
Delaying action until a manager arrives
Fixing the customer’s problem promptly
Which option best defines a venue?
A fan merchandise catalog
An athlete training schedule
A list of sponsorship contracts
A location where events are held
Which selling example represents inside sales?
A concession worker selling drinks
A merch worker folding shirts
A fan messaging the team page
A rep calling leads for ticket renewals
What should employees do before placing a caller on hold?
Mute the phone
Ask someone else to take the call
Let the phone ring longer
Ask permission before using the hold button
Which area directly affects overall game attendance?
Employee parking availability
Locker room layout
Office furniture
Quality of promotion and fan engagement
Which option reflects a promotion day at a sports event?
Routine staff meeting
Standard practice session
Internal budget review
A themed game offering special giveaways
Which example reflects handling objections effectively?
Ignoring the concern
Moving to checkout immediately
Repeating the same details
Offering alternatives that match the fan’s needs
Why is listening the foundation of great customer service?
It shortens conversations
It avoids the need to ask questions
It replaces the need for follow-up
It helps employees fully understand the issue
Which item contributes most to smooth game attendance flow?
Limited staff entry
No signage at entrances
Unmonitored ticket lines
Clear instructions and organized entry points
Which selling technique is the “Choice Close”?
“Maybe check prices later.”
“You can’t pick those seats.”
“Tell me if you want them or not.”
“Would you prefer Section 111 or 113?”
Why is the venue layout important to sales and experience?
It does not affect the fan at all
It only helps staff, not guests
It determines how merchandise is priced
It influences how easily fans navigate the space
What makes concessions part of the sales ecosystem?
They decrease fan time inside the stadium
They reduce staffing needs for merchandise
They have no connection to revenue
They generate add-on profits during events
Which step finalizes the sale in SEM?
Determine needs
Present the product
Approach
Close the sale
Follow-up in SEM selling strengthens what?
Event scheduling
Player performance
Stadium maintenance
Long-term customer loyalty
Put the Steps of the Sale in the correct order
Approach
Greet the customer in a friendly, confident way and make them feel welcome.
Determine Customer Needs
Ask questions to understand what the customer wants (budget, preferences, purpose, timing).
Present the Product
Match product features to customer benefits and explain value clearly.
Handle Objections
Address concerns (price, commitment, timing) by offering alternatives and reassurance.
Close the Sale
Ask for the sale using a closing strategy (choice close, assumptive close, add-on close).
Put the Steps of Service Recovery in the correct order
Listen
Stay calm, listen fully, and do not interrupt.
Question
Ask caring questions to clarify details and understand the issue.
Own It
Take responsibility and apologize sincerely when appropriate.
Solution
Fix the problem quickly and fairly.
Follow Up
Check back to make sure the customer is satisfied.
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