Sport & Event Ticket Management Bank of America 3/23/2018 Sport & Event Ticket Management Global Staff Support Learning Presentation Template

Today’s Topics Include: Bank of America Today’s Agenda 3/23/2018 Today’s Topics Include: Sport & Event Ticket Management (SETM) Overview Policies & Procedures Commitment Process Ticket Allocation Process Ticket Order Process Order Approval Process Allocation Driver Responsibilities Suite Host Responsibilities National Ticket Pricing Plan Overview SETM Ticket System Overview Frequently Asked Questions List class objectives List the steps in the ticket process Understand the rules Determine your help resources Log into the ticket web site Complete a ticket order Presentation Template

One stop show for all ticket needs Bank of America System Benefits 3/23/2018 One stop show for all ticket needs Automated approval process in place for ticket requests Greater access to ticket inventory Fewer and easier screens to complete List class objectives List the steps in the ticket process Understand the rules Determine your help resources Log into the ticket web site Complete a ticket order Presentation Template

Bank of America SETM Contact Information 3/23/2018 Hours of Operation: 8:00 a.m. until 5:00 p.m. EST Emergency Contact: Available until 9:00 p.m. EST Ticket Hotline Number: 877.321.SETM (7386) Ticket Web Site Address: http://setm.razorgator.com Email: setm@bankofamerica.com Presentation Template

Bank of America What is the Goal? 3/23/2018 The goal of Sport & Event Ticket Management (SETM) is to provide efficient end to end governance of the utilization of Bank of America ticket assets to maximize potential revenue generating opportunities while ensuring compliance with IRS requirements. Presentation Template

Bank of America SETM Overview 3/23/2018 Bank of America has suites and stadium tickets at over 100 venues in the United States, with an annual spend of approximately $18 million. SETM facilitates purchasing, securing, charging, and distribution of tickets for professional and college sports, concerts, and the performing arts. To create and enforce ticket policies and procedures, SETM partners with: Executive Management Market Presidents Allocation Drivers Senior Line of Business Managers Bank of America purchases, secures and distributes professional and college sports tickets, concert tickets and performing arts tickets for: Customer entertainment Associate recognition Community organization support. Presentation Template

Sport & Event Ticket Management Team Bank of America SETM Overview 3/23/2018 Sport & Event Ticket Management Team Presentation Template

3 Processes for SETM All tickets pass through 3 processes: Commitment Bank of America 3 Processes for SETM 3/23/2018 All tickets pass through 3 processes: Commitment Allocation Ticket order Presentation Template

Bank of America Commitment Process 3/23/2018 Sport & Event Ticket Management will partner with Bank of America Market Presidents to anticipate utilization of the corporate ticket resources including suites, club seats, and allocated stadium seats. Market Presidents and Allocation Drivers will work with LOBs to decide which ticket commitments will be made for six professional sports including Football (NFL), Basketball (NBA), Baseball (Major League and Minor League), Hockey (NHL), and NASCAR (Nextel, Busch and Pole-Setting Series) Market Presidents will have the opportunity to commit a limited number of available tickets for associate reward and recognition. Once finalized and approved by the Market President, commitment tables will be sent to SETM and entered into the SETM Ticketing System. The commitment table is distributed to the Market Allocation Drivers to be utilized in managing the specific allocation of corporate ticket resources. NOTE: All Policies and Procedures can be located on the SETM Website Presentation Template

Commitment Process – Commitment Table Bank of America Commitment Process – Commitment Table 3/23/2018 Presentation Template

Ticket Allocation Process Bank of America Ticket Allocation Process 3/23/2018 The six professional sports included in the allocation process are: Football (NFL) Basketball (NBA) Baseball (Major League and Minor League) Hockey (NHL) NASCAR (Nextel, Busch and Pole-Setting Series). When tickets are allocated to an associate, the associate becomes a ticket or suite host. It is the host’s responsibility to complete the guest list for their tickets. More on this in a minute. Any tickets not allocated through the allocation process will be released on the ticket system and available for general ticket orders. Presentation Template

Ticket Allocation Process Bank of America Ticket Allocation Process 3/23/2018 Prior to each sports season, markets are required to assign specific seats to their respective lines of business based on the commitment tables. All tickets are required to go through the allocation process. Once allocated they are entered into the SETM Ticketing System and assigned to specific associates. Tickets not allocated will be released on the ticket system and made available to Bank of America associates for business use. Presentation Template

Ticket Allocation Process – Allocation Table Bank of America Ticket Allocation Process – Allocation Table 3/23/2018 Presentation Template

Bank of America Ticket Order Process 3/23/2018 All associates may request tickets from SETM. Tickets may be ordered for the following purposes: Client and Prospective Client Entertainment Associate Reward and Recognition Charitable Donation Sponsorship Programs (Reserved for Sponsorship Markets) Affinity Programs (Reserved for Card Markets) Presentation Template

E-mail confirms tickets have been “submitted and approved.” Bank of America Ticket Order Process 3/23/2018 Complete a guest list and other required information on SETM Ticketing System prior to approval. Ticket requests are automatically routed by the SETM Ticketing System for manager approval. Approve YES NO E-mail confirms tickets have been “submitted and approved.” NOTE: Associates are responsible for checking the system to ensure that their request has been approved and processed. Email notifies that that order has been canceled. Presentation Template

Ticket Order Process All tickets are sent via FedEx. Bank of America Ticket Order Process 3/23/2018 All tickets are sent via FedEx. Associate’s CO/CC will be charged for shipping costs. Any tickets not allocated are put on the system and available for purchase. Suite, club or stadium tickets which are not allocated through a market leadership team will be released onto the ticket system for general ticket orders. Associates ordering tickets should obtain manager approval before submitting a ticket order.  Failure to do so may be a violation of the Bank of America Code of Ethics.  For non-officers interested in tickets, consult your manager. There are no timeframe or quantity restrictions on ticket orders once tickets are released on the ticket system. Associates may order tickets anywhere in the franchise. For ticket orders, associates will receive an e-mail confirming tickets have been “committed” to the associate or notifying them that tickets are unavailable. Presentation Template

Order Approval Process Bank of America Order Approval Process 3/23/2018 Purchase Approval Policy All ticket purchases must go through a hierarchical approval and notification process up to and including approval from Band 1. Purchase approvals and notifications are as follows: Pre-Allocated tickets (Notification Only) Band 3 – Total spend of $0 - $2499 or less than $750 per ticket. Band 2 – Total spend of $2500 - $9999 or greater than $750 per ticket. Band 1 – Total spend of greater than $10,000 or greater than $2500 per ticket. Un-Allocated Ticket Requests Presentation Template

Order Approval Process Bank of America Order Approval Process 3/23/2018 Special Orders Band 3 – Total spend of $500 - $2499 or less than $750 per ticket. Band 2 – Total spend of $2500 - $9999 or greater than $750 per ticket. Band 1 – Total spend of greater than $10,000 or greater than $2500 per ticket. Ticket orders (for business use) that are not in the BAC ticket inventory and total spend is under $500 should be purchased directly from RazorGator (www.razorgator.com) and charged to the Associate’s Corporate Card. Approval occurs when an expense report is submitted. During the expense process guest information must be entered. Presentation Template

Allocation Driver Responsibilities Bank of America Allocation Driver Responsibilities 3/23/2018 The Allocation Driver is responsible for the following: Facilitating the Commitment Process Completing the Ticket Allocation Process Liaising with SETM and acting as the single point of contact related to corporate tickets within their market. Oversee the enforcement of corporate ticket resource utilization policies for Day of Game and Suite Tickets at the local level Assign a Suite Host for each event When tickets are allocated to an associate, the associate becomes a ticket or suite host. It is the host’s responsibility to complete the guest list for their tickets. More on this in a minute. Any tickets not allocated through the allocation process will be released on the ticket system and available for general ticket orders. Each market is responsible for designating an Allocation Driver Presentation Template

Suite Host Responsibilities Bank of America Suite Host Responsibilities 3/23/2018 Pre-Event Facilitate food and beverage orders for all attending LOB’s. NOTE: SETM does not manage catering. Prepare nametags for all attending guests. Day of the Event Arrive 30 minutes early to verify the catering order is accurate. Introduce yourself and welcome all guests as they arrive. Assign nametags to all guests. Attend to guest needs throughout the event. Complete attendance list. Post Event Send attendance list to SETM. Report any venue issues to SETM. Pre-Event Order and expense food and beverage – while there are some Par bars out there, it is the suite hosts role to make sure of what is available for the event. Prepare nametags for attending guests Multiple lines of business in the suite - be sure lines of business are compatible for cross selling products Day of the Event Arrive at least 30 minutes early to ensure food and beverage order is accurate and arrange nametags – give yourself time to fix any problems Introduce self as host, welcome guests as they arrive and check off who attends Periodically check and see if any guests (especially unattended customers) need anything Post Event Complete post attendance tracking Report any venue issues to Ticket Management Presentation Template

National Ticket Pricing Plan Bank of America National Ticket Pricing Plan 3/23/2018 National Ticket Pricing (NTP) Plan applies to Suite, Club and Stadium tickets at each professional sport venue. Local market budgets will be charged the National Ticket Prices upon completion of the event. Concerts and other special events will be assessed a minimal, internal charge at the local level to help offset the national ticket pricing model. Catering expenses are not included in the NTP Plan.  NOTE: In most cases, suites have overflow tickets that are available for purchase. Overflow tickets are not included in the inventory totals. Markets that have demand for overflow tickets should contact SETM for purchasing. The National Ticket Pricing Plan does not apply to overflow tickets; these tickets are only available at face-value. National Ticket Pricing Plan applies to Suite tickets, Club Seats and regular stadium tickets at each professional sport venue. 6 sports will follow the National Ticketing Pricing Plan NFL-football, NBA-basketball, MLB-baseball, Minor League Baseball, NHL-hockey and NASCAR Nextel, Busch and Pole-Setting Series The national pricing model is structured such that, under full utilization, the sum of all ticket prices will cover about 50 percent of the company’s annual suite and seat cost. Footnote: In most cases, suites have overflow tickets that are available for purchase. Overflow tickets are not included in the inventory totals. Markets that have demand for overflow tickets should contact Corporate Ticket Mgmt. for purchasing. The National Ticket Pricing Plan will not apply to overflow tickets; these tickets are only available at face-value. Presentation Template

National Ticket Pricing Plan Bank of America National Ticket Pricing Plan 3/23/2018 Presentation Template

SETM Ticket System Access Bank of America SETM Ticket System Access 3/23/2018 The SETM Ticket System uses Simplified Sign-On. You get into the site by opening your IE browser and going to: www.eventickets.kioskmgt.com The first screen you come to is SSO. Enter your user id and password. For today’s class I’ll be going to a test site so you won’t see this screen during class. There is no approval you have to have before accessing the site. Presentation Template

Thank you for your Participation Today! Bank of America Closing 3/23/2018 Thank you for your Participation Today! SETM Contact List: Bill Read – 704.387.6025 Shane Stout – 704.388.9209 James Dixon – 704.388.9181 Elisa Dove – 704.388.0397 Kelly McShane – 704. 388.3149 Jim Shaw (Training) 704.683.6144 Presentation Template