Phonathon Training

Agenda

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

Phonathon’s Purpose Basic Goals• Broaden the number of those who give to the University by bringing back lapsed donors, donors who haven’t 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.

Phonathon’s Goal

Your Challenge

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

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.

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.

Calling Strategy

Who are you calling? •SEGMENTS•Lybunts•Sybunts•Lapsed•Futures

•POOLS•Alumni•Alumni Parents•Friends

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 year’s Donors or Lybunts!

1

2

3

4

Making the Call

Before the Call• Read the screen• Know the donor’s name, major, graduation year, and where s/he lives

• Know what’s going on at CU

Making the Call

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

Making the Call

Developing Rapport• Ask OPEN-ENDED QUESTIONS• Use the info from the call sheet to develop some personal questions• What’s 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?

Making the Call

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

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

Making the Call

Effective Listening• Limit your own talking. You can’t talk and listen at the same time.• Don’t formulate a question or be thinking about the script while the donor is talking. BE MENTALLY PRESENT!• Don’t interrupt the donor.• Take notes.• Ask questions for clarification.• Use active listening responses.

Making the Ask

Making the Case• Tuition and fees don’t cover the full cost of an education.• The prospect benefited from similar generosity when they (or their children/grandchildren) were student (s). • Donor’s personal CU experiences.• Our strength is their strength.• Increase the value of their degree.• Every gift helps.

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.

Making the Ask

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

Making the Ask

Dealing with Rejection• Don’t take it personally!• Remain cool, calm, and collected.• Ask for assistance.• Stay upbeat and motivated. • Remember, you’re 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!

Ending the Call

• THANK the donors even if they didn’t 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 we’ll 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.