Phonathon Policy/Coding
The number of hours in advance you have to call out
What is 24 hours?
"I don't give my credit card number out on the phone"
SL discretion, but acceptable answers include:
-What is, your information is kept secure because our systems don't save any information?
-What is, I totally understand, but if I take care of it right now, your gift could help a student now?
Name everyone on management
Who are Kat, Amy, Izzy, Sana, Alix, and Gabby?
How you get from rapport/updates to your ask
SL Discretion, but acceptable answers include:
-What is, well I don't want to take up to much of your time, but, in order to keep providing students with all of these amazing things we have been talking about, we do rely on the support of our Scripps families?
"She no longer lives here"
SL discretion, but acceptable answers include:
-What is, I'm so sorry. I am calling to give her some updates from her alma matter, but I will take this number off our list?
It's the code you use when the prospect no longer wants to receive calls from Phonathon
What is Do Not Call?
"I already pay so much in tuition/have so many student loans"
SL discretion, but acceptable answers include:
-What is, participation ask!!! What you may not know is that, when outside investors look into supporting Scripps, they look at our alumnae/parent satisfaction rate...
-What is, installment ask! You could give x amount every month this year, and it would come to a total of x amount
This is the number of callers from Colorado
What is 2 (Catherine and Gabby)
"I heard about this crazy speaker over at CMC"
SL Discretion, but acceptable answers include:
-What is, hm...I haven't heard too much about that. But I am calling about Scripps, so I could tell you about a fantastic speaker we just had?
-What is, that did happen, but it did not affect Scripps students. But I am calling about Scripps, so I could tell you about a fantastic speaker we just had?
"Lo siento, no hablo ingles"
SL discretion, but acceptable answers include:
-What is, lo siento, no hablo español. Soy un estudiante de Scripps, pero puedo llamarse otro tiempo.
List our whole ask ladder
What is...
1) Lybunts + Sybunts over $25: 25% increase from previous gift
2) Lybunts + Sybunts under $25: $25
3) Non-donors: $150
4) EBSS: previous gift + $500
"I usually give around Christmas"
SL discretion, but acceptable answers include:
-Fantastic, thanks! We appreciate your support. How about I give you a call back then?
What is 6
When the prospect says something you aren't comfortable talking about, and you want to hand the phone to your supervisor
SL discretion, but acceptable answers include:
-What is, unfortunately I do not have much information on the subject. However, my supervisor is right here and she might be able to give you some more insight. Thanks so much for speaking to me today, here she is:
"Hi, this is Wachel. My mommy isn't home now."
SL discretion, but acceptable answers include:
-What is, hi, Rachel! I'm calling from your mom's old school, and we will give her a call back later.
Walk us through the process of getting a gift
What is...
1) launch "Specified Gift" page, under completes
2) enter amount, make sure it matches the amount in designations!
3) HARD CREDIT CARD ASK; put in credit card, confirm info, click "pay now" before you hand them off
4) THANK THEM
5) ask if they would like to designate
6) ask if they work for a matching company
7) thank them, hand off to supervisor, and (if necessary) mute the headphones to confirm the prospect's name
"Scripps is too liberal"
SL discretion, but acceptable answers include:
-What is, I'm so sorry to hear that that has been your experience. I want you to know that I have taken note of this, and will let my supervisor know. Personally, I have found Scripps to be a welcoming and open-minded environment, and I regret that you have not experienced that as well. Do you have any other questions about Scripps for me tonight? Or, I would love to tell you about another update...
Name the callers of the week this semester, in order
Who are Sarah, Callie, Bianca, and Vivian
"That reminds me of my whole other side of my family, whose lineage goes back to 1812 in France...."
SL discretion, but acceptable answers include:
-What is, thanks so much for sharing! I've had a great time hearing about your life after Scripps. I would love to give you some updates to keep you connected to Scripps.
"Hey have you ever heard that song "party harder"? What are the lyrics again??"
SL discretion, but acceptable answers include:
-What is, oh I think the song you are referring to is Party Rock Anthem. But, that's actually not the reason I'm calling today. I would love to tell you a little about this speaker we just had on campus!
Walk us through the process of a matching gift
What is...
1) Ask the match ratio
2) Go to the lower right hand corner of the "Specified Gift" page
3) Launch match page, and look up the prospect's company. Apply the matching company and input the match ratio.
4) Rack in the bonuses, baby!!!
"My daughter is having a terrible time at Scripps. I would never give"
SL discretion, but acceptable answers include:
- What is, I am so sorry to hear that your daughter has been having a hard time at Scripps. I have had some hard times myself, and I can empathize with what she may be going through. I know you said that she is in "X" club, though, and you could potentially designate to that club and help improve her experience there.
-What is, I am really sorry to hear that. Would you like me to give you a call back in a few months, when your has had some more time? I would love to check in about her experience!
-What is, participation ask?
Love's Birthday
What is October 20th
"I'm getting divorced and my wife has cancer. I am not in a position to give right now"
SL discretion, but acceptable answers include:
-What is, I am so sorry to hear that! I understand that you are not in a position to give, but, if you have time, I would still love to tell you some updates about Scripps. We have a lot of great stuff going on on campus!
(Sometimes, the best thing you can do is offer updates and tell them you will talk to them another time. We encourage gifts, but our primary role is to act as the bridge between Scripps and parents/alumnae. Hopefully, the prospect will remember you had a positive call, and that will turn into a strong relationship of giving, when they are in the position.)
"She died last week"
SL discretion, but acceptable answers include:
-What is, I am so sorry for your loss. I will take this number off this list.