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Preparing for Success
If you always do what you have
always done.
You’ll always get what you’ve always got.
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Telephone Follow up Phase
Some Helpful Hints
Things to Keep in
Mind as You Call
Sample Phone Script #1
Sample Phone Script #2
Telephone Follow up Phase
Telephone follow-up is the most effective
method of reaching parishioners who have not responded to the
appeal. This method offers the opportunity for personal contact.
It provides nearly all the advantages of face-to-face
communication and the response rate is usually very high. It is
also an excellent way to keep in contact with parishioners.
Since most phone calls are local, this can also be the most
cost-effective way of follow-up.
Reasons for using telephone follow-up:
• It is personal and
people give to people.
• It is easy to organize.
• It is an opportunity to
evangelize with fellow parishioners.
• It costs less than mail
follow-up.
Set up and Planning Procedures
• Recruit as many
volunteers as possible early in the campaign. The more
volunteers, the more successful your campaign will be.
• Have volunteers read the script as a guide to telephone calls.
Each person can alter this, as they feel comfortable.
• Have list of prior year’s donation.
• Arrange a centralized place to do the telephoning. This allows
for a "team" approach to form as everyone is calling together.
• Whether you receive a pledge or not, thank the person for
their time. Ask them to say a prayer for the success of the
appeal. If they have an unfortunate circumstance, tell them you
will notify the parish priest.
• Write any comments from callers. These are important; so
please forward these to the CFSA Office.
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Some Helpful Hints
Always
Remember to.... Be considerate
Avoid calling
at mealtime or late at night.
The best times to call will
vary, but the hours between 6:30 PM and 9:00 PM on the weekdays
seem to be the most accepted. Saturday and Sunday from early
afternoon through mid-evening are probably the most productive
hours for calling. It is easier to reach people at home during
this time period.
When calling,
let the phone ring at least five times before hanging up
(most answering machines
will pick up after four). If you reach an answering machine
leave a short message with your name and the fact that you were
calling for (name of parish or pastor/pastoral coordinator) on
parish business. Indicate that you will call back later.
Be cheerful -
a smile can be heard in your voice
A friendly
appeal is the key to being an effective phone caller. Your
prospect is a person... not a phone number. These are members of
your parish and they should be treated as friends. Your prospect
will listen more attentively to what you have to say if you have
a smile in your voice. You can never be too courteous, and you
can never say "Thank you" too much. Especially remember to thank
your prospect at the end of your call, regardless of whether or
not a gift was made.
Be accurate
It is always
best to stick to the truth. An untrue, misleading or exaggerated
statement casts doubt on everything you say. Be familiar with
CFSA by reviewing the information included in this manual, as
well as the CFSA promotional materials. If a prospect asks you a
question and you don’t know the answer for, do not hesitate to
say, "I don’t know - but let me find out."
Be proud
Remember that
you are doing much more than just calling for money. You are
informing your fellow parish members about the important
services provided by the diocese. You are helping make good
things happen, especially for many who cannot do without this
help. You are setting an example that others will follow.
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Things to Keep in Mind as You Call
Remember that
many parishioners will be aware of the CFSA from the Bishop’s
letter they received in the mail, the posters, pastor’s letter,
parish bulletins, pulpit talks, etc. These people will usually
respond best to by using the phone call as a gentle reminder.
Let them know that Mar/April/May/June is time for the CFSA, and
your calling for __________ parish to see if they will
consider a gift to CFSA .
However,
there may also be the occasional parish member who hasn’t got a
clue what CFSA is all about or even what the letters CFSA stand
for! You will need to be a little more patient, and
explain the program in a little greater detail.
Click here to see CFSA Question and Answer Page If you
have questions you can't answer let the caller know you will
find an answer for you.
No one should
be asked to give to an appeal until they have had a chance to
learn something about how the money will be used. It is your job
to convince people, without pressure, that the appeal is
worthwhile and that their support is needed.
Click here to Check out
the CFSA Allocation Page
Some people will ask, "How much am I expected to give?" There is
no way that you, as a caller, can answer that question. Only the
donor can make a decision about what gift is right for their
current situation.
Others may
tell you that they can’t afford to give to both the parish and
CFSA. Obviously, no one is required to give to CFSA. Make it
clear that they are the only person who can determine what is an
appropriate gift for their current situation. What we would like
them to do is look at their charitable giving and see if there
is a role for CFSA. We are challenging them to do the best they
can. Remember that EVERY gift is important.
When you talk
to people about making a gift tell them that you can, if they
wish, take their gift right over the phone. No down payment is
required, and they will receive payment reminders from the
Parish.
Most people will be happy to make a gift over the phone, but a
few may indicate that they prefer to either fill out a pledge
envelope in person, or speak to Father directly about their
gift. If a person indicates that this is what they would like to
do, thank them for their decision, and indicate to them that you
will let Father know to expect them.
Finally, always keep in mind that the people you
are calling are human beings. Sometimes they have bad days.
Occasionally, they are upset with a decision made by "THE
CHURCH", and feel that they need to protest by not participating
in CFSA. Don’t ever argue with someone over CFSA. When you
argue, you force a person into defending his/her position. You
might be able to win an argument, but you’ll also risk losing
the person as a donor and a parishioner.
Realize that if a prospect voices a concern,
it’s not directed at you, but rather, at the campaign. Listen to
their concern. You can usually be sympathetic, even if you don’t
agree with that person’s position. Let the prospect know that
you will pass their concerns on to your pastor, and then make a
note to remind yourself to do that.
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Sample Phone
Script #1
Hello (
parishioners name), this is (your name). Father ______
has asked me to call you as part of our follow-up for the
Catholic Family Sharing Appeal CFSA. I’m part of the follow-up
committee, and the committee is now in the process of calling
those parishioners who have not yet responded to the 2009
appeal.
I am calling
to invite you to consider helping support the ministries and
services provided by the Diocese throughout eastern South
Dakota. We need your support to help us reach our parish goal of
$______ for this years appeal.
If you would
like, you can make a gift right over the phone and I can record
it. Your gift can be paid in a single payment, or you can choose
to make up to 4 monthly payments. The parish office will send
pledge reminder, directly to you.
It may be
helpful for me to tell you that the average pledge within our
parish so far has been $______. If you can give a similar
amount, that would be great. But, no matter what amount you
choose, your gift is important. I know that Father __________
will greatly appreciate it.
Would you be
able to help us with a gift this year?"
If prospect
responds "yes" ... "That’s great. Let me review your intention
to be certain I have it correct (restate the pledge and payment
reminder schedule). Thank you very much on behalf of Father
__________ and the Parish Council"
If prospect’s reply is "no" ... "Thank you for
your time. Perhaps you will be able to consider supporting CFSA
in the future."
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Sample Phone Script #2
Hello is Mr./Mrs.____________________
available?
Hello, (Mr./Mrs/First name), this is
_________ and I am calling on behalf of Monsignor/Father__________about
the Catholic Family Sharing Appeal. Do you have a few minutes?
A group of parish volunteers are
contacting parishioners asking for their support to the Catholic
Family Sharing Appeal.
Do you remember receiving a letter from
Bishop Swain in January?
We want to give everyone an opportunity to
participate. Our CFSA supports over 30 Diocesan and Parish
ministry needs like Catholic Family Services, Respect Life, The
Bishop's Bulletin and the education of our youth. These
ministries impact thousands of people in our diocese every year.
--- Previous Donor---
Last year you gave a very generous gift of
$____ to CFSA. Would you be able to match or perhaps increase
your gift this year?
---Non-Donor---
We noticed you have not responded to CFSA
this year and we are hoping we can count on your support. We
want to hear from everyone in the parish and exceed our parish
goal. Can we count on your support to this year’s CFSA?
---If Gift is secured---
Thank you for your generosity. I will
record your gift and forward it to the parish office. Please
bring your pledge card this weekend at Mass, or, you can mail it
directly to the parish office. Thank you again for your time and
your support of the Catholic Family Sharing Appeal.
---Unable to Give---
I am sorry you are not able to give at
this time. I ask that you say a prayer for the success of the
Catholic Family Sharing Appeal. Please indicate this on your
pledge card and if possible, indicate if you would be able to
give of your time or talents on a volunteer basis. Thank you for
your time and it was nice visiting with you.
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