SEM Customer Service

The one who BUYS the product or service is...

• customer

• consumer

• parent

• seller

The one who USES the product or service is...

• customer

• consumer

• parent

• seller

Sports & Entertainment consumers tend to have unique wants & needs

• TRUE

• FALSE

When you watch NFL games all day on Sunday or make time in your schedule to watch an NBA game, you are...

• crazy

• lazy

• a sports consumer

• a sports customer

Also, when you watch NFL games all day on Sunday or make time in your schedule to watch an NBA game, you are a(n)...

• spectator

• participant

• athlete

• a sports customer

The ultimate goal of customer service is to...

• gain & retain customers

• make the customer feel good

• increase attendance

• make more money

Which is NOT a goal of customer service

• make the customer feel good

• promote brand loyalty

• differentiate your company from competition

• make the competition look good

It can cost up to ____ times to acquire a new customer over keeping an existing one

• two

• four

• five

• ten

In the sports industry, ___% of consumers are referred by word-of-mouth

• 30

• 45

• 70

• 85

Which is a method for improving customer service?

• Listen & respond to customer feedback

• Don't offer feedback opportunities

• Not responding to customer complaints

• Listening to feedback but not implementing changes