TRAIN THE TRAINER: TELEMARKETING TRAINING 3 Section Time What to Do/ Visuals Key Points Introductions 7:00 - 7:05 • Introduce yourselves briefly,

highlighting how long you have worked for the TA Program and your role in the program.

• Have each trainee share their name, year at Carnegie Mellon and their major.

• Don’t spend too long here • Remain upbeat and cheery

Overview 7:05 – 7:10 • Review what took place in Train 1 and Train 2 (you got an overview of the program and the basics of telemarketing and got to practice with Role Plays)

• Today you will continue to get practice with another round of Role Plays, you will learn the paperwork that is involved with calling, and you will listen in on real calls

• Refer to goals on top of Training Three outline

Role Plays

7:10 – 8:00 (be sure to take a 5 minute break in here)

• Have each caller conduct at least one role play with you. If it is a small group, do two per caller. If it is a large group, use extra time to role play with those who did not do as well with their first one.

• Be sure to use the Role Play Evaluation Form and take notes to facilitate you giving feedback.

• Really focus on the “I’m not interested” script

• You don’t really need to do “Zingers”…you really just want to see that the caller has gotten a grip on the script and with the flow of the call.

• Remember to have the group give some feedback, too.

• Remember to give both positive and constructive feedback.

• Try to be as realistic as you can be with the role plays…maybe be even a bit tougher than in Training 2.

• Keep the Role Play Evaluation Forms and turn them into Kathleen at the end of the training shift.

Reading a Lead

8:00 – 8:20 • Walk the callers through each section of the lead and explain where to find bio, degree, work, activities info and giving history

• Explain what the pledge card is for • Talk about making updates and data

corrections • “Quiz” them by asking them to point

out where to find info on the lead (grad year, email address, etc.)

• Stress the importance of verifying all data changes, including spelling

• Stress the importance of legible handwriting.

• Remind callers that to find the correct ask amount, the number they should look to is the largest annual giving total in the last 5 fiscal years. So, if someone gave $100 in FY02 and $500 in FY99, the caller would ask for $1000.

Call Log Box 8:20 – 8:25 • Explain the Call Log Box on the lead and how callers should use it

• Emphasize using it to track call back requests

• Remind callers to look at the log box before they call to see if they are calling at an inopportune time.

Response Codes

8:25 – 8:40 • Use the Response Code Sheet to explain what the different Response Codes are

• Explain the top part of the lead (the date, IDs, etc.) and why it is so important.

• Use the Response Code Worksheet to have callers practice filling out the top of the lead.

• Be sure to remind callers about not using $$ or decimal points.

• Spend a good amount of time making sure that callers understand what an Unspecified (5) is. It is someone who says they will make a gift but does not want to give an amount. These should be rare—the caller should honestly believe a gift will come. In most cased when the donor says “Just send me something in the mail”, it is a ‘no’…encourage them to push for a ‘no’ in those cases.

Pledge Cards and Credit Card Information

8:40 – 8:50 • Coach the callers on what to do when the donor agrees to make a gift:

• Completing the top part of the lead with response code, amount and payment type.

• If it is a check pledge, coach them on pledge card completion

• If it is a credit gift, coach them on credit card completion

• Fund Allocation is important! • Have them complete the two sample

leads on recording gifts

• Heavily emphasize the importance of completing the Gift Allocation box.

• Let them know that legibility of credit card numbers is crucial.

• Be sure to discuss deferred and split payments and how to record them (and how we do not advertise them).

• Importance of expiration dates! • The American Express factor:

we take it, but don’t advertise it.

• Point out the appropriate space for writing a thank you note (no thank you necessary for credit gifts)

Wrap-Up of the Session

8:50 – 9:00 • Answer questions and concerns • Pass out the Final Training Quiz

• Let them know that they will now be listening in on calls

• Give completed quizzes to Kathleen

Listening in on Real Calls/Making Call to Kathleen

9:00 – 9:30 • Bring the callers to Kathleen—she will work with you to get new callers on the Monitor Phone to listen to some of the best callers

• Turn your Role Play Evaluation Forms back into Kathleen.

Note: Use the third training packet for sample materials, handouts, etc.