CUI TICKET QUALIFICATION & PROCEDURE GUIDE INDEX

Transcription

1 CUI TICKET QUALIFICATION & PROCEDURE GUIDE INDEX I. Tickets 101 Ticket Basics Understanding Ticket Definitions &Terms Understanding How Theatre/Sport/Concert Venues Operate II. Ticket Sales Procedures 1. Present / Qualify / Research How to Present and Explain CUI Compnay Ticket Procurment Capabilities How to Qualify a Client Ticket Buyer How to Research Client Ticket Requests 2. Identify Ticket Source Determine Ticket Source/Research Options/Availabiliy/Purchase i.e. CUI Direct Bill Theatres, In House orders and/or Brokers 3. Calculating Cost Understand and Determine Tickets Pricing/Market/Misc. DeliveryCost i.e. Face Value, Market Value, CUI Client Cost 4. Order Tickets Procedures to Place Order and Secure Tickets III. Increase Sales 1. TICKETING HOT SHEET 2012

2 TICKETS 101 TICKET BASICS CUI TICKET QUALIFICATION & PROCEDURE GUIDE (cont.) I. SEATING TERMINOLOGY 1. House = refers to actual venue 2. House Seats = this term refers to seats (generally the best seats) that are set aside by venue for VIP s, celebrities, performers guests or other situations and sometimes it may take until day of performance until these are released. *DO NOT USE THE TERM HOUSE SEATS WHEN SPEAKING TO CLIENTS (refer to them instead as Priority Seating or Premium Seating )! 3. House left or House right = refers to sides of theatre. These seats may not always be in chronological order (i.e. - 1,3,5 and 7 are in a row) 4. Seating Chart = Most all venues have layouts of seating that are set up by SECTION then ROW then SEAT NUMBERS. Typically different sections have different price points. (Gates or Doors listed on tickets just let you know what entrance but ushers usually are there to point you in the right direction.) 5. General Admission/GA = this refers to open seating- no assigned seats and one price for admission into GA area II. TICKETING TERMINOLOGY 1. Face Value = Tickets (unlike airlines, hotels, etc.) have actual cost and it is printed on the ticket 2. Market Value = set by demand for certain production brokers set the prices-usually based on sold out performances and great seats 3. Buying Power = Identifies the client s top purchase price usually a figure between Face Value and Market Value 4. Theatre fees (box office fees and facility charges) = most tickets sold through a theatre or agent will have fees on top of face value of the ticket. This will vary by production and venue. 5. Ticket Systems all theatres/venues operate on ticket systems to sell and manage the inventory of their tickets, such as Ticketmaster, Tickets.com, or ticketweb. They have fees around 10-15% on top off face value. We DO NOT buy tickets from these operating systems and this is a breach in CUI policy. They require credit cards to be entered and we cannot use our client credit cards on line. These systems can be used as a resource only for verifying sell-outs and face value etc. 6. On Sale Date There are pre-sale dates for credit card holders, fan club members etc and then an actual general public on sale date set for all events 7. Sold Out = this means that the production has sold all general public tickets 8. Special order = means that tickets are not in hand or sitting on a shelf. We need to use special resources to obtain the tickets which means that we can only guarantee certain parameters based on facts market value, face value and client budget and wishes!!! In House order are always special orders and there are times when brokers will quote for special orders. 9. Groups = usually considered 20 tickets or more- discounts may apply 10. Children / Senior / Student Discounts= most productions do not offer different price categories but some will such as Cirque Du Soleil. This would always be a consideration for groups 11. Handicap Seats= always available in all venues upon request. Ask if the person will need a location where a seat may be removed for a wheel chair or if they need aisle seats etc. III. PRODUCTION/VENUE TERMINOLOGY 1. Productions Company = some shows lease venues for their production and therefore house will not have control over tickets. Production companies usually coordinate big concerts such as Clear Channel or JAM productions 2. Run = duration of time the performance will take place 3. Open Run = means there is no set closing date 4. Dark Day = means that theatre productions will not run on that day. In Chicago, traditionally Mondays are dark days. 5. Seasons = theatres have seasons where they run series or certain productions (i.e. Lyric Opera runs from September to March)

3 TICKET SALES PROCEDURES - STEP ONE: PRESENT / QUALIFY / RESEARCH I. How to Inform Tenant/Client that CUI is able to locate, secure and obtain tickets to various venues to save time and money: Open: We are happy to assist you in secure fine tickets of your choice ( ie concerts, theatres or sporting events in Chicago and orther cities around the globe). Our company has been in business 30 years, and has established fine reputable resources for numerous venues. We will do the legwork for you. We ll reseach, locate and secure the best seats per your request at better market price for a sell out shows/games and/ or at discounted market rate. The procured tickets are 100% guaranteed, charged to your credit card or your established direct bill with CUI. We take care of all the logistics and have the tickets delivered to your desk and/or to your client as desired. (no need to print online or meeting up with someone ). II. How to Prove that you are a Pro and have the client purchase from you! Be Prepared! Keep Updated! Know Your Invetory: 1. What: Know the current shows, games, concerts (study and have current venues at hand - Cultural Update on a desktop for immediate view) 2. Where: Use your Theatre Hot Sheet and Reference your Cultural Upate/ Database for other venue 3. When: Opening closing dates ( see your Cultural Update) 4. What Seats: Know Your Seating Charts of Current Venues ( study/view CUI Seating Charts Database) 5. How Much: Know the Face Value Range opposite of Market Value Range ( study, reference CUITheater Hot Sheet) III. How to Qualificafy a Buyer and Close the Sale: 1. Ask: Full Name / Company/Contact Number/ /Billing Address/Location 2. What: Venue/ theatre, sport game, opera, concert, etc 3. When: Day/Date/Time: ( ask for alternative dates, times) 4. How Many: Tickets: Adults, children, groupings if open 4 + 2, , etc. 5. What Ticket Location: a/ Premium, VIP, Orchestra, Rear Orchestra, Loge, Mezzanine, 1 st Balcony.; or at sports by seatin preference: b/ Seating Preference: aisle, center, 1 st row mezzanine, 2 nd row loge, etc. On the ice, center field, lower boxes, dug out, 50 yard line, N Zone, etc. c/special needs: Hearing Aid, Poor Vision, Wheelchair, other Handicapped 6. How Much: Establish clients Budget/Buying Power for the requested seats 7. Quote: Ticket Value Range for desired tickets versus a Market Value Range + delivery cost as applies 8. Qualifying Close: Ask for clients credit card information to proceed with the order procurement. 9. Successful Close: Client will procure his/her credit card and give you concent to pursue the desired ticket purchase, obtain a sign PA and authorization number on the purchase 10. Proceed with finalizing the ticket order purchase as per set procedure protocol 11. Congratulations! You are a PRO!

4 TICKET SALES PROCEDURES - STEP TWO: IDENTIFY TICKETING SOURCE Knowing the venue for the production is key to understanding what options are available for securing the tickets. I. DIRECT BILL ORDERS (PA): 1. Apollo Theatre 2. Briar Street Theatre 3. Second City, Second City ETC. 4. Harpo Studio II. IN-HOUSE SPECIAL ORDERS (CUI AMEX): (Ordered via CUI Headquarters): 1. Broadway in Chicago (BIC) Productions a. Auditorium Theatre b. Bank of America Theatre c. Broadway Playhouse d. Cadillac Palace e. Oriental Theatre / Ford Center 2. Chicago Symphony Orchestra 3. Cirque Du Soleil 4. Goodman Theatre 5. Lyric Opera (Ordered via Specialty Leader) 1. Chicago Theatre ( w/ exception of BIC Productions) 2. Harris Theater for Music and Dance 3. Joffrey Ballet 4. Lookingglass Theatre 5. Ravinia 6. Royal George Theatre 7. Steppenwolf Theatre 8. Sports: Chicago White Sox III. BROKER ORDERS (PA): 1. Classic Tickets 2. Union Tysen Tickets 3. Applause (National or International, including Chicago) 4. Other National and International Ticket Brokers & Ticket Resources are available at HQ based upon specific request. Please follow Project Directives Protocol. IV. OTHER PRODUCTIONS TICKET REQUESTS 1. There are sometimes requests for a local, smaller production shows, ie. Bailwick Theatre, etc. where tickets may not be carried by the brokers and are usually available to purchase via its venue. Our role is to provide client with all necessary information regarding the production/show event but not engage in purchasing the actual tickets.* 2. Should such a request be received from a VIP client/tenant or a Building Owner/Manager we follow our company Project Direcives Protocol to obtain guidance and appropriate assistance. 3. Based upon individual requests, CUI will provide specific guidance and or engage our current business partners to assist and secure such ticket requests. 4. Group Ticket Orders Requests: Follow Project Directives Protocol, local, national, international

5 TICKET SALES PROCEDURES - STEP THREE: CALCULATING COST 1. Contact theater, CUI Headquarters or Broker accordingly to identify face value and market value of ticket. a. Calculate a theatre handling fee per ticket with face value range ticket cost: Direct Bill Per Tix Handling Fee subject to chnage Apollo Theatre $2.50-$6.75 Briar Street Theatre $4.00 Second City, Second City etc. $3.00 In-House Orders Broadway in Chicago: Auditorium Theatre $8.00 Bank of America Theatre $8.00 Broadway Playhouse $8.00 Cadillac Palace $8.00 Oriental Theatre /Ford Center $8.00 Chicago Symphony $5.00 Chicago Theatre $20.00 Chicago White Sox $2.00 $6.00 Cirque Du Soleil $ varies per production Goodman Theatre $3.50 Harris Theater $5.00 Joffrey Ballet $2.00 Lookingglass Theatre $3.00 Ravinia $7.00 Lyric Opera $5.00 Royal George Theatre $4.85 Steppenwolf Theatre $3.00 b. INCLUDE Delivery Cost: $15 minimum for a delivery to your client location for In-House orders. Should client/tenant request tickets to be delivered to a different location of its office, use Arrow, FedEx and include minimum of $10 to the fedex or Arrow delivery cost, mark on your PA. c. Delivery charge is shown on a delivery line on the PA: w/identified source d. Incorporate CUI s work process cost, based on the work done, price, seat location & market value range e. Calculate credit card processing fee f. Prepare a proposal PA to present to client 2. PRESENT TO CLIENT: a. Costs: Face Value Range, Market Value Range and/or Client Buying Power Range b. Seat location availability/options utilize seating chart to show options and prices c. Time Frame / Method of Payment and Time Table to Procure Desired Tickets

6 TICKET SALES PROCEDURES - STEP FOUR: ORDER TICKETS I. DIRECT BILL ORDERS Once client has committed to production, venue, day, date, time, seat location, number of tickets, CUI client cost and time frame/method of receiving tickets in hand: 1. Write purchase agreement for signature and payment 2. Once client signs the PA, the charge the credit card and fax the PA to HQ for processing 3. Call theatre and place order by giving PA number (confirm all details of the order-production, venue, day, date, time, seat location, number of tickets, vendor cost) 4. You will receive a confirmation number for client to retrieve tickets via voucher (CUI confirmation card) from box office- verify when tickets can be picked up by client. Log confirmation number on PA. 5. Fill out voucher (CUI confirmation card) with all details and place in CUI envelope including note card, business card, and cultural update make a copy for your records. 6. UPSELL: Offer client additional assistance with hotel accommodations, pre/post dinner reservation, transportation, etc. 7. Reconfirm details of production on event day (Cubs game time changes, substitute for starring role, etc.) and ensure tickets are being held at box office. Call client to reconfirm. II. IN-HOUSE SPECIAL ORDERS Once client has committed to production, venue, day, date, time, seat location, number of tickets, CUI client cost and time frame/method of receiving tickets in hand: 1. Write PA for signature and payment (Note CUI AMEX where appropriate) 2. Once client signs the PA, the credit card is to be authorized only- final cost will be determined once tickets are secured. Fax PA to accounting for reference only. 3. Send in form as follows to CUI President or Specialty Leader: EXAMPLE FORMAT: Subject Line: New: 2 Jersey Boys, Sat 1/24 8pm, Client Name SPECIAL TICKET ORDER: Client Name: <Client Name> of ABC Company Show: Jersey Boys Venue & Address: Bank of America Theatre at 22 W. Monroe Day, Date, Time: Sat. April 14 at 8 p.m. (like one and/or other choice dates/times) Ticket Numbers: 2 Seating Preference: Orchestra Center, First 20 rows (Specify seating identification: Orchestra, Mezzanine, First 20 Rows, Wheelchair, etc.) Face Value Range: $100 - $175ea Market Value Range: $225 - $255ea Buying Power Range: $215 - $225ea PA Number: F 2209 authorized and faxed to accounting (once PA is listed, it is considered a signed and executed order) 4. Follow up with a phone call to ensure order was received. Usually the in house orders are filled within 24 hours of order. On a special sell out proceed same as with special broker order re status 5. Once tickets are secured, confirm all details of the order (production, venue, day, date, time, seat location, number of tickets, vendor cost)

7 TICKET SALES PROCEDURES - STEP FOUR: ORDER TICKETS (cont.) II. IN-HOUSE SPECIAL ORDERS (cont.) 6. Adjust client cost (if necessary) and charge credit card. Resend PA to accounting with complete information on order and bottom portion complete. Note CUI Amex on right hand side! If tickets cannot be secured, return to broker to continue order process. Be sure you have enough money committed by client to continue! 7. Ticket delivery will be arranged by HQ/Specialty leader. Once received verify EVERYTHING is correct before acknowledging receipt, make a copy of tickets on receipt form 8. Present form for client signature and place tickets in a blank envelope including note card, business card, and cultural update 9. UPSELL: Offer client additional assistance with hotel accommodations, pre/post dinner reservation, transportation, etc. 10. Reconfirm details of production on event day (Cubs game time changes, substitute for starring role, etc.). Call client to reconfirm. III. BROKER ORDERS Once client has committed to production, venue, day, date, time, seat location, number of tickets, CUI client cost and time frame/method of payment and method of receiving tickets in hand: 1. Write up your PA for signature 2. Call and place tickets on hold while processing PA with client. 3. Present PA to Client. Get CARDHOLDER to sign it! 4. Once client signs the PA, then credit card is to be charged or authorized only (authorize only if final cost is yet to be determined or if tickets may not be secured). Fax PA to Accounting for processing. 5. Call and place final order by giving PA number (confirm all details of the order-production, venue, day, date, time, seat location, number of tickets, vendor cost) *Remember to ask how tickets will arrive: i.e. actual tickets, paper tickets etc. 6. When tickets are a special order, establish with the broker or In house when will they know of potential securing dates for such order. Follow up w/broker on that day. Once tickets secured the broker and or you must clarify the time and date for the delivery of tickets to your desk to review and accept them on behalf of the client. 7. Upon delivery, verify the number of tickets, dates, seats and pricing priore acknowledging a receipt 8. Remove tickets from broker envelope, make copy of tickets on CUI ticket form and have client sign off on receiving the said tickets on the form. 9. Present tickets to client in a CUI envelope with a note to wish a pleasant experience, offer for additional assistance and your business card. Include or current Cultural Update along with the ticket order as appropriate 10. Complete bottom portion of PA and Fax to Accounting 11. Transfer info into database and PA log 12. UPSELL: Offer client additional assistance with hotel accommodations, pre/post show restaurant reservations, transportation, etc. 13. Reconfirm details of production on event day (Cubs game time changes, substitute for starring role, etc.). 14. Contact client on the day of the event, sports venue to offer additional assistance and remind them of said show start time and or upsell.