Phonathon Training

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Phonathon Training
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Agenda

• Introductions
• Intro to VikingCall
• Phonathons Purpose Goal
• Your Role
• Calling Strategy
• Making the Call VikingCall Prospect Info
• Making the Ask VikingCall Responses
• Overcoming Objections Difficult Calls
• Dealing with Rejection

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Phonathons Purpose

• Basic Goals
• Broaden the number of those who give to the
  University by bringing back lapsed donors,
  donors who havent yet given this year, and
  generating new donors.
• Secure the largest gifts possible from those
  who give.
• Create a personal connection with alumni and be
  a positive representative of CU. People like
  to know their contributions accomplish
  meaningful things.
• LISTEN to alumni talk about their CU
  experiences. ASK QUESTIONS to gather useful
  information to help us create an even
  stronger connection with the alumnus for the next
  conversation.

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Phonathons Goal

• Your Challenge
• 170,000
• 2464 per shift.
• 246 per caller.
• 82 per hour per caller.

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Your Purpose

• Your Role as a Tele-Fundraiser
• Represent CU to alumni and University friends
• Communicate your CU experiences with alumni and
  friends.
• Foster relationships between alumni, friends,
  and CU.
• Build the Cedarville Fund pool.
• Help the Cedarville Fund staff reach our
  fundraising goal.

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Your Purpose

• Your Role as a Tele-Fundraiser
• Everyone you speak with has a
• connection with CU.
• You are not selling anything the alumni
  and donors are already sold.
• Your prospects are probably already
  familiar with the Cedarville Fund you just
  make it personal.

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Calling Strategy

• Who are you calling?
• SEGMENTS
• Lybunts
• Sybunts
• Lapsed
• Futures
• POOLS
• Alumni
• Alumni Parents
• Friends

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Calling Strategy

• Donor Retention First Semester
• Focus on Lybunts and Sybunts
• Most of goal achieved by December
• Donor Acquisition/Reacquisition Second Semester
• Focus on Lapsed and Future donors
• Remember, Lapsed/Future donors become next years
  Donors or Lybunts!

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Making the Call

• Before the Call
• Read the screen
• Know the donors name, major, graduation
  year, and where s/he lives
• Know whats going on at CU

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Making the Call

• Attitude is Everything!
• Think positive and expect a YES!
• Be confident in yourself and your cause.
• SMILE when you DIAL!

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Making the Call

• Developing Rapport
• Ask OPEN-ENDED QUESTIONS
• Use the info from the call sheet to develop
• some personal questions
• Whats the weather like in Florida?
• How did you use your Communications Art major in
  your job?
• I see you married a Cedarville University
  graduate. How did you meet?

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Making the Call

• Developing Rapport
• Be personable
• Monitor your tone of voice. Genuinely sound
  interested, open, and friendly.
• Offer information about yourself.
• Im from New Jersey too!
• I live in Brock.
• Im an El. Ed major.

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Making the Call

• Developing Rapport
• Mirror the donor
• Match his/her tone, volume, and cadence
• Speak a little softer and slower
• Sound a little more excited

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Making the Call

• Effective Listening
• Limit your own talking. You cant talk and
  listen at the same time.
• Dont formulate a question or be thinking about
  the script while the donor is talking. BE
  MENTALLY PRESENT!
• Dont interrupt the donor.
• Take notes.
• Ask questions for clarification.
• Use active listening responses.

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Making the Ask

• Making the Case
• Tuition and fees dont cover the full cost of an
  education.
• The prospect benefited from similar generosity
  when they (or their children/grandchildren)
  were student (s).
• Donors personal CU experiences.
• Our strength is their strength.
• Increase the value of their degree.
• Every gift helps.

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Making the Ask

• Overcoming Objections
• Welcome the objection.
• Offer a payment plan option.
• Negotiate the amount.
• Offer credit card gifts.
• Determine if employer has a matching gift
  program.

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Making the Ask

• Common Objections
• I just bought a new house/had a baby/got
  married.
• Im still paying off my own student loans
  (or paying off my childrens loans).
• Im not happy with Cedarville.
• Im retired and on a fixed income.
• I cant afford it.

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Making the Ask

• Dealing with Rejection
• Dont take it personally!
• Remain cool, calm, and collected.
• Ask for assistance.
• Stay upbeat and motivated.
• Remember, youre doing an incredible job for the
  university and the Cedarville Fund by helping
  us connect. In that way, a no is still a
  yes for us!

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Ending the Call

• THANK the donors even if they didnt donate.
  They still gave us their time.
• If they pledged, tell them their pledge card
  will be mailed within the week.
• If they said maybe, tell them well mail a
  follow-up letter as they are considering a
  gift.
• If they said no, ask them to consider a gift
  in the future.
• ALWAYS offer prayer.