Coding
What do you do if the person doesn't answer?
Leave a voicemail if no previous caller. Dial the second number (if one is available)
The prospect says "I can't donate right now because I bought a new car."
Congratulate them and build rapport around that big purchase. Ex. “ Wow, congratulations! What kind of car did you get? Yeah I totally get how that can really change up your finances…” and then still continue with your asks and offer options such as postdate
What is considered a tardy?
Any time you show up after 5:30! Remember: 3 tardies = free day
True or False: More than 2/3 of USD students participate in a study abroad program
True!
Where do you put disconnected numbers?
Under the "comments" section
What do you code it as if the prospect says they are busy/can't talk at the moment?
Code it as "not home."
Prospect says "I didn't get any scholarships and still am in a lot of debt."
I understand… (build rapport and relate, empathize with situation)
By donating, you have the power to change this situation for another student so they don’t have to go through what you went through.
How can you get someone to cover your shift?
Have another caller agree to taking the shift AND get Ahnyte's approval
What conference does USD athletics participate in
West Coast Conference
If a prospect hangs up BEFORE you specify you are calling from USD, what do you code it as?
NOT HOME. Only mark it as a refusal after you have verified it is the prospect AND you have indicated that you are from USD.
What is it coded as if both numbers are disconnected?
Code it as "disconnected."
Prospect says "Fine. Just send something in the mail."
Yes, I would love to do that!… (build rapport and relate)... ex)
Well I’m glad you’re interested in donating and what I can do is actually attach pledge materials and you can make a financial decision then. I just want to confirm an amount for budgetary reasons!
How far in advance of shift do you have to let Ahnyte know you are taking a free day?
At least an hour before shift.
Name 5 of the 7 colleges USD offers
College of Arts and Sciences, Knauss School of Business, the School of Leadership and Education Sciences (SOLES), the Hahn School of Nursing and Health Sciences, the School of Law, the Joan B. Kroc School of Peace Studies, and the School of Engineering
What are two "special handling" codes.
Already graduated, already gave, already refused, deceased, day call, did not graduate, deceased, do not phone, do not phone and mail, ill/ hospitalized, does not speak English, No unidentified calls, out of country
What if the person who answers the phone is NOT the prospect we are trying to reach?
Ask if the know the whereabouts/info of the prospect. Then, code as "reassigned" (if only number listed).
Prospect says "I actually am unemployed right now because I recently lost my job."
Empathize, skip to final ask (Participation!), reference Career Services Center
The Career Services Center is a valuable resource available to all alumni.
We are actually looking for participation, donors over dollars, regardless of the amount you can give
When is it okay to use the computer to complete homework during shift?
Never!
But...if you have homework from online, feel free to send it to a manager to print out for you to do during shift.
True or False: The Dalai Lama spoke at USD
TRUE! on April 18th, 2012 USD hosted the Dalai Lama for a Compassion Without Borders symposium
If you see the only number available is a business phone, what do you do?
Code it for Day Calls! (under special)
What circumstance would you code a prospect as a "callback"?
Only set a callback after information has been updated and they request a specific time to be called back.
Personal callback if got through rapport and they would remember you specifically
Prospect says "I recently retired so I'm not in the position to give right now."
"Congratulations on your retirement!" (Build rapport about their retirement)
"I understand that given your new financial situation you may not be able to given in the same capacity as you have before. I have been speaking with other retired alumni and though they can’t give as much as they did in the past, a lot of them still wanted to show their support through smaller gifts such as _____. Is that something you can do tonight?"
Name 3 things you can earn bonuses for.
Receiving credit cards, getting a gift from a "lapsed/future/parent future," upgrades, & matching gifts, referring a friend, perfect attendance, etc.
Dr. James T. Harris is USD's ____ President. (number)
4TH!
What do you do if one number is disconnected and the other is a wrong number?
Comment the disconnected number. Then, code it as "whereabouts unknown."