The S.B.R.L. Caller GuideThe S.B.R.L. Caller Guide

The Best Methods for How to The Best Methods for How to Get CompletionsGet Completions

Confidence is KeyConfidence is Key

““Confidence comes not from always Confidence comes not from always beingbeing

right but from not fearing to be right but from not fearing to be wrong.”wrong.”

   

Confidence is the key to overcoming Confidence is the key to overcoming

hesitation. hesitation.

You can do anything in life well by You can do anything in life well by starting starting

out confident. This means that before out confident. This means that before you you

start every call… you say to your self start every call… you say to your self

““I am going to start a conversation with I am going to start a conversation with this this

person and it is going to lead to a person and it is going to lead to a

completioncompletion

Overcoming Respondent Overcoming Respondent HesitationHesitation

Many times the respondent you call will not be Many times the respondent you call will not be immediately interested. This is your opportunity for you to immediately interested. This is your opportunity for you to convince them to take the survey. Remember, convince them to take the survey. Remember, the longer the longer they spend on the phone with you, the more likely they are they spend on the phone with you, the more likely they are to take the survey.to take the survey.

Also, if the respondent is asking you questions about Also, if the respondent is asking you questions about the survey, it is a good sign that they are interested and the survey, it is a good sign that they are interested and just need to be reassured so answer their questions just need to be reassured so answer their questions with confidence. with confidence. Confidence is the key to overcoming Confidence is the key to overcoming hesitation. hesitation.

The respondent tells you that The respondent tells you that they do not have enough time.they do not have enough time.

If this is the case, the best thing to do is to try to schedule acall back time. To do this, do not just ask if you can call them back. Instead tell them that you would be happy to call them back at a convenient time.

Offer them some choices of when they can talk:

For Example: “Sir may I call you back tomorrow night or this weekend?”

Remember to get their name and put it in the call back notes with the phrase: Sir you asked me to call you back to take the survey at this time.

Make sure to note any thing the interviewee was doing when you called so you can reference it later

For Example: Mr. Smith said he had to go to church last time I called, ask about what he did at church that day.

What is the point of the What is the point of the Survey?Survey?

Your response to this question largely depends upon the Your response to this question largely depends upon the purpose of the survey. In many cases the survey helps purpose of the survey. In many cases the survey helps

the the City of Rock Hill determine how to appropriate resources, City of Rock Hill determine how to appropriate resources, improve city services, or offer feedback on quality of life improve city services, or offer feedback on quality of life issues in the city. issues in the city.

This should This should give the respondent the sense that give the respondent the sense that these these surveys mattersurveys matter. This also shows why it is important for . This also shows why it is important for

you you to be familiar with the purpose of the survey prior to to be familiar with the purpose of the survey prior to administering it. administering it.

What kinds of Questions will What kinds of Questions will you ask? you ask?

This requires you to be familiar with the survey so you can This requires you to be familiar with the survey so you can

come up with some sample questions. For this survey, we come up with some sample questions. For this survey, we

want to know about political identification, a want to know about political identification, a

good sample question would be, good sample question would be, “Do you spend time “Do you spend time

watching the news in the evening?”watching the news in the evening?” This question is a good This question is a good

one to ask because it is not intrusive like questions on one to ask because it is not intrusive like questions on

income and race, but gives the respondent a good idea as income and race, but gives the respondent a good idea as

to what to expect.to what to expect.

I don’t know enough to take I don’t know enough to take the survey? the survey?

In these cases tell them that it is In these cases tell them that it is okay because all okay because all we are looking for is their opinions and the we are looking for is their opinions and the questions we ask do not have a right or wrong questions we ask do not have a right or wrong response.response.

You can also tell them that You can also tell them that this is chance for the this is chance for the Government leaders to really hear what they have Government leaders to really hear what they have to say, to say, and youand you want to help them get their voices want to help them get their voices heard. heard.

They may also show hesitation about They may also show hesitation about

giving out personal information.giving out personal information.

In these cases you can In these cases you can reassure them reassure them about about

the confidentiality of the survey and the confidentiality of the survey and also tell also tell

them that they do not have to answer them that they do not have to answer any any

question they do not feel comfortable question they do not feel comfortable

answeringanswering. .

Many respondents will ask you Many respondents will ask you how you have gotten their how you have gotten their

number.number. They may also add that they are on the national They may also add that they are on the national do-not-call list. In this case, do-not-call list. In this case, it is important that you it is important that you tell them that their number was randomly generated by tell them that their number was randomly generated by

the the computer. computer.

On questions concerning the do-not-call list, On questions concerning the do-not-call list, all surveys all surveys run run

by academic institutions such as Winthrop University are by academic institutions such as Winthrop University are exempt by lawexempt by law.. If you explain this to the caller it should If you explain this to the caller it should help alleviate their concerns. help alleviate their concerns.

A respondent may also ask you A respondent may also ask you why you couldn’t call someone why you couldn’t call someone

else.else.

To answer this, simply tell the To answer this, simply tell the respondent respondent

that their that their number was randomly number was randomly generatedgenerated

and that and that for the survey to be scientific for the survey to be scientific you you

need their opinionneed their opinion. .

Emphasize the importance of Emphasize the importance of

the survey.the survey.

You can tell them that they are You can tell them that they are one of only a one of only a few few

members of the community participating in this members of the community participating in this

survey and as a result the information they survey and as a result the information they

provide is particularly valuable.provide is particularly valuable.

This sort of information given to the respondent This sort of information given to the respondent

may help them overcome their hesitation. may help them overcome their hesitation.

Sample DialogueSample DialogueCaller: Hello. My name is ___________ and Caller: Hello. My name is ___________ and

I am calling from Winthrop I am calling from Winthrop

University. How are you? University. How are you?

Respondent : (Man) Fine.Respondent : (Man) Fine.

Caller: We are conducting an important study Caller: We are conducting an important study for for

Winthrop University and Educational Winthrop University and Educational

Television. (Pause)Television. (Pause)

Respondent: What kind of study? Why are you Respondent: What kind of study? Why are you calling calling meme? ?

Caller: We are interested in Caller: We are interested in youryour opinions about opinions about different political and social issues… it’s a different political and social issues… it’s a chance to chance to get your voice heard.get your voice heard.

RespondentRespondent : (Man) Well, I’m kind of busy…

Caller: I understand sir, our time is precious, in fact I know how busy most people are… but this survey is very important.

Caller: In fact, I found most people start the survey and before they know it they

are done… Do you think I could ask you a few questions and see how far along

we get before you have to go?

Interviewee: (Man) Fine, go ahead.

Caller: Great, lets get started…Caller: Great, lets get started…

……And then start the surveyAnd then start the survey

You may still get some resistance from the interviewees, it really takes practice and finesse to get completions above being positive and confident.

If they say something like: No I am not interested. I don’t want to do it. You can always offer to call them back at a “more convenient time.”

Be Positive But FirmBe Positive But Firm

““SirSir (or Madame), I would like you to know that (or Madame), I would like you to know that

I wouldn’t offer these surveys unless I knew I wouldn’t offer these surveys unless I knew

that they will help your communitythat they will help your community.”.”

““This is a great chance for you to make your This is a great chance for you to make your

neighborhood a better place by talking to neighborhood a better place by talking to

Me for a few short minutes. Me for a few short minutes. Will you help Will you help

meme?”?”

RememberRemember Be PositiveBe Positive Be ConfidentBe Confident Listen to what THEY sayListen to what THEY say Know your survey inside and outKnow your survey inside and out Feel, Felt, and FoundFeel, Felt, and Found Stress how important the survey isStress how important the survey is Stress how THEY are importantStress how THEY are important Be Positive but FirmBe Positive but Firm