THE UTEP PhoneCenter:


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THE UTEP PhoneCenter:

  1. 1. THE UTEP PhoneCenter: Student Ambassador Training Presentation
  2. 2. What’s the difference? Telemarketing vs. Telephone fund raising
  3. 3. What’s the difference?* • Telemarketing is associated with sales or selling, but telemarketing is so much more. • We consider ourselves to be professional telephone fund-raisers.
  4. 4. Telephone Fund Raising* The main advantage telephone fund- raising has over other types of solicitation is that it allows prospects to have an _________ ________ ________ with trained professionals, who completely answer questions, raise funds and gather information.
  5. 5. Professionalism • Be persistent, but polite; • “Face” rejection, but remain positive; • Comfortable on a specific project; • Make the prospect feel important.
  6. 6. Keys to Success • Begin each call with a confident, professional greeting; • Personalize and establish rapport; • Actively listen; • Be empathetic and patient; • Close the call in a positive, professional manner; • Be the last person to hang up the phone.
  7. 7. Purpose of the Call • To raise money for the University • To be the personal liaison between your prospect and UTEP. • To verify and update the prospect’s records, pledge information and correctly record the final response to the call.
  8. 8. The Programs • Annual Campaign for Excellence (ACE) • The Dean’s Campaign • Athletics • Donor Society Membership Drives • The President’s Campaign • Local Business Campaign
  9. 9. Eight Reasons People Give* • Beliefs • Acknowledgement • Deductions • Responsibility • Charitable • Appreciation • Intimidation • Survival
  10. 10. Who Supports These Programs Individuals (76.2%) Corporations (5.7%) Corporate Foundations (9.3%) Private Foundations (9.3%)
  11. 11. Expectations of Representatives • Leadership, professionalism, courage and strength of character. • Be enthusiastic, upbeat and friendly during your presentation. • Always be polite! • Treat each call individually. • Ask for a specific dollar amount at least 3 to 4 times on every call. • Do your job well even when no one is watching!
  12. 12. Communication What is communication?
  13. 13. Communication 1. Define communication. 2. What are the different ways in which people communicate? 3. What qualities or characteristics should the effective communicator possess? 4. What causes poor communication?
  14. 14. Communication • You will be using your voice to send a very important message to your prospect. • Prospects will not only listen to your words but how you say them. They will visualize the way you look and how you see yourself.
  15. 15. Communication • Are you personable, intelligent, confident, competent and dynamic? • Or, are you ignorant, insecure, incompetent, or passive? Your voice is your tool. Since your call on behalf of UTEP, prospects not only form opinions and judgements of you, but of UTEP as well. You are the university!
  16. 16. Voice Makeup* Pitch Accent Pace Volume
  17. 17. Voice Style* Verve Inflection Sincerity Diction/Enunciation
  18. 18. You and your attitude Positive mental attitude is the key to success!
  19. 19. Six Steps to the Call 1. Pre-call Planning 2. Introduce Yourself 3. Establish a Relationship 4. Deliver the Message 5. Answer Questions and Overcome Objections 6. Close
  20. 20. Step One 1. Pre-Call Planning • Review the prospect information and think about the person you’re calling • Your main goal is to receive a commitment for a specified pledge. Try to upgrade each pledge or just gain participation. • Continue to develop you oral skill and listening techniques. Know your strengths and weaknesses. • Know all of the project specific information learned in training in order to answer all questions correctly and without hesitation.
  21. 21. Step Two 2. Introduce Yourself “Hello. May I please speak with Mr. Steve Johnson?” “Hello, M/M _______, my name is __________. I’m a student calling from UTEP. How are you this evening?”
  22. 22. Step Three 3. Establish a Relationship “How are you this evening? We’re glad we were able to get a hold of you.”
  23. 23. Step Four 4. Deliver the message “Mr. ______ our recent national recognition could not have happened without alumni like you who support the university. Tonight we want to offer you the opportunity to renew your support with a gift of $1,000.”
  24. 24. Script Description We have included a copy of our typical script. Keep in mind that scripts change with every key area. Sometimes words change, sometimes the entire format changes. Your script may contain anywhere from two to four asks.
  25. 25. The “Ladder Ask”
  26. 26. Steps of Negotiation • Primary Ask--Acknowledgement & support • Second Ask--Overcome the Objection • Third Ask--Overcome Objection/Verify Address • Fourth Ask--Overcome Objection • Optional Ask
  27. 27. Primary Ask “Over the years, UTEP has prepared students, like yourself, for success in the academic and business world. You can encourage this rich tradition to continue with a leadership gift of $500. Can we count on you to join other alumni w/a gift of $500?”
  28. 28. Second Ask “Your gift to the annual fund will assist UTEP in many areas such as • scholarships • student programs • recruit and retain quality faculty members • the library As you can see, your gift will help maintain this approach to an excellent educational experience for the students. Can we count on you to participate with a gift of $200?”
  29. 29. Third Ask “M/M ______, this year marks the 86th anniversary of UTEP. To honor our dedication to providing students with the best preparation for the challenges that face them, many alumni are showing their support with a symbolic gift of $86. Can we include you support with a gift of $86?”
  30. 30. Fourth Ask “Many corporations and foundations look at alumni support when deciding their level of investment. So you can see it’s not necessarily the size of your gift, rather your participation that is most important. Can I put you down for a gift of $50?”
  31. 31. Negotiation Guidelines 1. Always use the Primary Ask and the acknowledgement and support 2. Ask for a pledge as many as 4 times 3. Immediately say “thank you…” 4. Adhere to the script 5. Attempt each prospect in order 6. Try different techniques 7. Do not ask for an amount lower than the last scripted ask 8. Follow the close verbatim.
  32. 32. Five Basic Needs
  33. 33. Step Five 5. Answering Questions and overcoming objections.
  34. 34. Practice Script LET’S PRACTICE! ROLE PLAY...
  35. 35. Objection Scripts Time to review...
  36. 36. Step Six 6. Close
  37. 37. Let’s Learn the Systems! The Moonfire System