Face to face evaluation slides fy13


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Face to face evaluation slides fy13

  1. 1. One of the Top University Fundraising Programs in theNation.
  2. 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. 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
  4. 4. Why37%20%20%14%5%4%BudgetTuition and Fees(37.2%)State Funding(19.5%)Endowments andInvestments (.03%)Federal, State, andMunicipal Grants andContracts (19.8%)Auxiliary Sources(13.7%)
  5. 5. What is a Student Caller? Student callers serve as ambassadors for RutgersUniversity. We engage alumni, parents and friends of Rutgers University Inform Rutgers affiliates of the current goals Rutgers is trying toreach. Solicit monetary support for Rutgers
  6. 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
  7. 7. Weekly Statistics Possible Statistics: Hitting Average Below Average Warning
  8. 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. 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. 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 theirsupport 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. 11. How We Do What We Do Annual Support We call all Rutgers affiliates on an annual basis and ask thatthey pledge support to Rutgers. Non-Donors:○ Receive a cold call. Donors:○ Receive a mail solicitation before the phone call.
  12. 12. Pledge Process After a prospect makes a pledge they will receive a pledge card in the mailwithin 2-3 business days. Pledge cards will include: Amount Designation Month Thank you note Matching Gift form Courtesy Reply Envelope (CRE)
  13. 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 theirchoosing. Month: Prospects can defer their gift any time until the end of our Fiscal Year.
  14. 14. Pledge Process Deferment: A prospect’s option to fulfill theirgift at a later time. Rutgers University’s fiscal year ends on June 30. Multi Installment Options: Monthly Bi-Monthly
  15. 15. The Phone Call Script Outline: Introduction Bonding Case for Support/Goals Asks Confirmation/Thank You Should last approx. 5-7 minutes.
  16. 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 theywill not receive the pledge card in the mail. Confirm the prospect’s e-mail address
  17. 17. Bonding(1-3 min) Provides you with the opportunity to get to know the prospect on a deeper level and establisha relationship with them, by having a conversation. Quality of the bonding depends on the questions you ask AND on your responses toquestions. 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. 18. Case for Support/Goals(1-2 min) Goals are meant to inform prospects of the current initiatives at theUniversity. 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. 19. Asks(2-3min) The ask section of the phone call is designed to secure a level of giving that the prospect canafford. Although prospects are able to give at whatever level they are comfortable, it is crucial that wemake suggestions for them to consider. We go through 4 asks with Graduate Alumni 3 asks with Undergraduate Alumni Circle of Asks Confidence is key!
  20. 20. Ask Amounts Undergraduate Schools: 3 Asks Graduated 10 years ago or more(2003, 2002, etc.)○ 1st Ask $400○ 2nd Ask $200○ 3rd Ask $50 Graduated less than 10 years ago (2004, 2005, 2006…)○ 1st Ask $250○ 2nd Ask $100○ 3rd Ask $25 Graduate Schools: 4 Asks○ 1st Ask $500○ 2nd Ask $250○ 3rd Ask $100○ 4th Ask $50
  21. 21. Circle of AsksAskDeal with anObjectionGive areason togive•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. 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. 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. 24. Reasons to Give vs. Goals Reasons to give are different from Goals Goals are positive things that Rutgers is working on in order toimprove the school. Reasons to give are specific examples of what a prospect’s supportwill do for the University. Can include: Set backs that are holding us back from achieving goals and how their supportwill help. Positive effects that support either has had or will have at Rutgers.
  25. 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 stillapply.
  26. 26. Pledge vs. Refusal Pledge: Amount Designation Month Refusal: Early hang up. Call backs.
  27. 27. Do’s and DontsDo’s Donts 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. 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.
  29. 29. Questions?