ENGLISH 7_Q4_LESSON 2_ Employing a Variety of Strategies for Effective Interp...
Face to face evaluation slides fy13
1. One of the Top University Fundraising Programs in the
Nation.
2. Face-to-Face Evaluation
Evaluation will consist of:
An introduction to the program
Your responsibilities as a student caller
How we raise funds for Rutgers University
Break
Mock phone calls with caller mentors
Hiring
Review of material
3. Who, What, and….
Who we are
Rutgers University Foundation
○ Telefund
What we do
Raise funds for Rutgers University
Engage alumni
Inform alumni of current goals at Rutgers
5. What is a Student Caller?
Student callers serve as ambassadors for Rutgers
University.
We engage alumni, parents and friends of Rutgers University
Inform Rutgers affiliates of the current goals Rutgers is trying to
reach.
Solicit monetary support for Rutgers
6. Performance
The student caller is a performance based position.
Weekly statistics
“New” period
Pledge rate
Average gift
Decisions
Credit Cards
Resources
People: Advisors, Mentors, Telefund Coordinators
Reference Materials: Red and Black Books
Continuous Caller Development
8. Attendance
Must have 4 set days per week.
Must average set number of shifts per week
Unexcused absences
1st unexcused results in a warning
2nd unexcused becomes grounds for termination
9. Calling Out
24 Hour notice to call out.
Bank Days: 3 per semester
5 weeks of consecutive hitting.
Recruit 2 people.
Must fill out a form for both.
10. Who do we Contact
Non Donors: Have never given to RU
Long Lapsed (LLP)
Alumni, Parents, Friends, Faculty/Staff
Donors: Previous supporters
Our goal with donors is to thank them for past support and continue their
support for this fiscal year.
Lapsed: Donor’s who have given before but did not give last fiscal year.
*Today’s Evaluation will focus on alumni
11. How We Do What We Do
Annual Support
We call all Rutgers affiliates on an annual basis and ask that
they pledge support to Rutgers.
Non-Donors:
○ Receive a cold call.
Donors:
○ Receive a mail solicitation before the phone call.
12. Pledge Process
After a prospect makes a pledge they will receive a pledge card in the mail
within 2-3 business days.
Pledge cards will include:
Amount
Designation
Month
Thank you note
Matching Gift form
Courtesy Reply Envelope (CRE)
13. Pledge Process
Amount:
We suggest amounts for prospects to pledge support.
○ Prospects are able to give at a level that they are individually comfortable with.
Designation:
Prospects are able to designate their support to an area of the University of their
choosing.
Month:
Prospects can defer their gift any time until the end of our Fiscal Year.
14. Pledge Process
Deferment: A prospect’s option to fulfill their
gift at a later time.
Rutgers University’s fiscal year ends on June 30.
Multi Installment Options:
Monthly
Bi-Monthly
15. The Phone Call
Script Outline:
Introduction
Bonding
Case for Support/Goals
Asks
Confirmation/Thank You
Should last approx. 5-7 minutes.
16. Introduction
(30 Sec -1 min)
Inform prospect of who you are and why you are calling.
It is important to start off with a strong and enthusiastic tone.
Confirm the prospect’s address and contact information.
This is important because if their address is not up to date they
will not receive the pledge card in the mail.
Confirm the prospect’s e-mail address
17. Bonding
(1-3 min)
Provides you with the opportunity to get to know the prospect on a deeper level and establish
a relationship with them, by having a conversation.
Quality of the bonding depends on the questions you ask AND on your responses to
questions.
Open ended questions
Follow-up questions
Responding accordingly.
Why is bonding important?
Gives you an identity during the phone call.
Allows the prospect to talk about the university.
*Keep in mind that you are representing RU.
Never agree with negative feedback.
18. Case for Support/Goals
(1-2 min)
Goals are meant to inform prospects of the current initiatives at the
University.
Goals are provided for all colleges and schools at RU.
What makes a quality goal:
Put the goal in your own words.
Explain how it will improve Rutgers.
Explain how it can affect you as a student by providing a personal experience.
19. Asks
(2-3min)
The ask section of the phone call is designed to secure a level of giving that the prospect can
afford.
Although prospects are able to give at whatever level they are comfortable, it is crucial that we
make suggestions for them to consider.
We go through
4 asks with Graduate Alumni
3 asks with Undergraduate Alumni
Circle of Asks
Confidence is key!
21. Circle of Asks
Ask
Deal with an
Objection
Give a
reason to
give
•Why follow the Circle of asks
•Each subsequent ask is easier to commit to.
•Addresses reasons why prospect feels they are unable to pledge.
•Gives the prospect reasons as to why they should pledge.
22. Objections
Objections are reasons why prospects feel that they are unable to give.
“Dealing with an objection” refers to giving the prospect a response that will address their issue
Common objections include:
Financial objections
I need to speak with my spouse
Can you send me something in the mail?
Now is not a good time
No thank you/ No/ I’m not interested
Early objections
Refer to objections that are received before the asks
23. Reasons to Give
Reasons to give are reasons why the prospect should support Rutgers in spite of their objection.
Some reasons to give include:
Effects of budget cuts on university programs
○ Increases in classroom sizes
○ Reduced scholarship support
Library resources are privately supported
Tradition of giving
Will encourage further private support from corporations and foundations
Personalization greatly strengthens reasons to give
24. Reasons to Give vs. Goals
Reasons to give are different from Goals
Goals are positive things that Rutgers is working on in order to
improve the school.
Reasons to give are specific examples of what a prospect’s support
will do for the University. Can include:
Set backs that are holding us back from achieving goals and how their support
will help.
Positive effects that support either has had or will have at Rutgers.
25. Confirmation
(30 sec-1 min)
Thank You!
Should be immediate
Confirm:
Amount : at least 3 times
Designation
Month
Matching Gift
Update business information if needed.
Credit card
Ask the prospect which credit card they would like to put their gift on.
Go for second credit card ask if needed and give a reason why.
*Keep in mind, deferment and multi-installment options still
apply.
26. Pledge vs. Refusal
Pledge:
Amount
Designation
Month
Refusal:
Early hang up.
Call backs.
27. Do’s and Don'ts
Do’s Don'ts
Seek help when necessary
Caller Advisors
Caller Mentors
Assistant Directors
Use resources
Red Book
Black Book
Get distracted
Falsification
Avoid bad words
Bill
Payment
Money
Donation
28. Falsification
Falsification is immediate grounds for termination.
Things to avoid:
Never increase pledge amounts without the consent of the prospect.
Never send out a pledge card that the prospect did not commit to.
Never hide a refusal
You should also never skip asks.