Steps of a Call
What should you do in the pre-call planning step?
Answers may vary, but some examples are:
-Become familiar with the prospect's information
-make sure you practice how to pronounce their name
-find out which state disclosure is needed
-make sure you have out the correct script and ask ladders
A yes, no, or maybe
Contact
What is the system that we make our calls from called?
RNL Engage
What are the three ways that prospect can fulfil their pledge?
With a credit card on the call, a pledge card, or on the online giving page.
A prospect says that they are interested in giving a gift to the University on a credit card over the phone.
Complete - Specified Pledge
What is the LASC cycle?
Listen
Acknowledge
Support
Continue
a prospect that will not be attempted again during the current campaign
complete
_____ and Dial!
Smile
How do we WANT to get all gifts fulfilled?
On a credit card
Prospect said that they gave you enough money while they attended college and asked not to be called about money again.
Complete - Do not call
What is building rapport?
In the context of our calls, the purpose of building rapport is to build connections with and learn more about prospects.
What is FY the abbreviation for?
Fiscal Year
What do you do if you end up talking to a prospect that makes harassing, sexual, inappropriate or demeaning comments (either on the phone or via text) to you or about you?
Call over our supervisor or ECM and end the call as professionally as possible. You are NOT in this job to be abused by prospects.
What are three reasons that pledge cards don't always get fulfilled?
Answers may vary. (Look at Rise Course)
The prospect's spouse answers and says that the prospect recently passed away.
Complete - Deceased
What demographic fields should you update on every call?
Employment, address, email, cell phone number
The thing sent in the mail for fulfillment of non-credit card pledges
pledge card
The majority of our gifts come from which two asks?
How many credit card asks should you do?
2
Prospect says that they would love to give a gift on a credit and, but is currently driving. They would like to talk again in half an hour once they are home and settled.
Incomplete - Callback
What is a state disclosure?
State disclosures are specific verbiage designed by each state that must be read to a prospect before you begin asking for money.
The specific fund the alum is supporting with their gift.
Gift Designation
What is a RoboKiller app?
It's an app that can automatically block the phone from ringing for the prospect and instead plays a recording for the Ambassador.
This recording is geared toward sounding like an actual prospect, meaning you may think you're talking to a real person who is being difficult or telling a humorous story.
What is an example of what measures we take in the call center to ensure that we are PCI compliant?
Answers may vary. Example: We are not allowed to use our cell phones while on the call floor.
A prospect says that they can't talk right now, and doesn't know exactly when a better time would be.
Incomplete - Not Available