Annual Giving The Best Donor Experience

Transcription

1 Annual Giving The Best Donor Experience Fundraising Manual KU Endowment Call Center Alternate Line Ethan Rempel, Assistant Director Telephone Campaigns- Annual Giving (Cell: ) 1 F undraising Manual FY15

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3 Table of Contents CHAPTER 1 Welcome to Annual Giving 2 Goals of Annual Giving 3 Why Do We Ask For Money? 4 Why Do People Give? 4 Why Should I Give? 5 Annual Fund/Alumni Dues 5 Automated Calling System 5-6 CHAPTER 2 Donor Groups 8 Special Prospect Groups 8 CHAPTER3 Your Job 9 CHAPTER 4 Call Structure 10 Unspecified Pledges Refusals 13 Telephone Tips Special Situations Terms to Know 15 Choose Words Wisely 16 CHAPTER 5 Dealing With Objections Negotiating Techniques 21 CHAPTER 6 Policies and Procedures Important Numbers 30 P age

4 Chapter 1Welcome to Annual Giving Our purpose is to connect alumni, families, and friends to The University of Kansas through giving opportunities to support the ongoing needs of KU today. The KU Endowment Annual Giving Department is a part of the Development Team. The Development Team works with administrative staff, deans, and professors to identify fundraising initiatives, and reaches out to alumni in their constituency to develop a relationship and steward financial support for KU. Development directors attend face-to-face meetings with alumni, speak to alumni at group events, and constantly network while representing KU. Development directors look for major gift opportunities. Annual Giving seeks support from alumni on an annual basis for contributions between $10 and $10,000. Our goal is to provide the opportunity to support KU to each alumnus and to sustain alumni support year after year. The Development Department focuses on fund raising for the university at large to raise private support through three programs: 1. Major Gifts: The College and each School have a full time major gift officer who works to raise large, one-time gifts to create endowments for special projects or programs within that academic unit. These units include Architecture, Arts, Arts and Sciences, Business, Education, Engineering, Journalism, Medicine, Nursing, Music, Pharmacy, and Social Work. 2. Planned Gifts: This staff works with alumni and individuals who wish to bequeath a large, one-time gift to KU Endowment through their will, a trust, or other planned gift to create a special funding opportunity or to support an existing program. 3. Annual Giving: Annual Giving connects alumni, parents and friends through giving opportunities to meet the current ongoing needs of KU today. Gifts of all sizes are needed to meet the growing needs of the university and to maintain a strong tradition of academic excellence

5 Goals of Annual Giving Our goal is to raise monetary funds to meet the university s many needs. These needs include: student scholarships, classroom equipment and supplies, computers and software, study abroad for international programs, program enrichment and operational support. Since tuition and fees don t cover the full cost of an education, private gift support is needed to make the difference in our academic programs. Through Annual Giving, gifts are solicited through three methods: direct mail, online giving, and phone campaigns. Direct Mail Direct Mail creates a visual image of Annual Giving. It has a long-term reminder effect donors can keep the reminder for months, which allows them to send in their gift whenever they prefer. If we are unable to reach them through the telefund, they are still able to make a gift to the university through our direct mail campaigns. Online Giving Online giving websites provide donors with a way to make an immediate gift to the university. s with links to online giving sites are sent to alumni with valid addresses to provide them with another convenient method of giving. Phone Campaigns The Phone Campaign allows for two-way conversations. The student fundraiser is able to share current information with the prospect. The fundraiser acts as an ambassador for the university because you may be the only human contact that the alumna or alumnus has had with KU in several years. Phone Campaigns also allows the caller to negotiate with the alumnus or alumna and to inform them of payment options, etc. We can also create different scripts for each segment, which allows the caller to target their specific appeal. Through these various methods of solicitations, the KU Endowment Annual Giving Department reaches many alumni throughout the year in hopes of building a long-term relationship. The Annual Giving Department also makes more personal contacts with alumni each year than any other office on campus. As a result, we play a key role in sharing the vision and leveraging support of alumni and friends. Why Do We Ask for Money? Calling alumni, families, and friends of the university to ask for gifts is not an easy job. It takes skill, knowledge, and common sense. Annual Giving has two goals: to provide a great donor experience through or phone calls and to maximize support for KU through fulfilled gifts. We aim for long term sustainability, and rather than ask aggressively at high amounts we prefer to involve alumni for multiple years before working toward upgrades

6 If you were to ask an avid donor when they gave their first gift, you will find that many did it in response to a student fundraiser like you and that first time they almost always gave less than $250. By making the alumnus or alumna feel good about their gifts and the giving experience, you may well start them on a lifetime commitment of financial support to the university. Remember, securing that first gift is a crucial part of your job description, and is often the most difficult gift for an alumnus to commit to. If you can secure that first gift, the likelihood of the alumnus to give a major gift at some point in the future increases drastically. Why Do People Give? People give money because they may have a relationship with the institution. A phone call is very interactive and it allows the caller to establish rapport, negotiate the ask, and handle objections. You can present specific fundraising initiatives for the gift and use these reasons with each call. It is very important to listen to the alumnus or alumna. When you make your calls, find out how people feel about the campus and what interests them. This information should tell you how to make the appeal. You will find that most people are very similar to you, and have a connection to the campus. For instance, they may have lived in the same dorm as you, camped for games in Allen Fieldhouse, and had the same professors as you. Alumni who give will usually make a gift for one of the following reasons: They believe in our mission. Alumni, families, and friends understand the importance of a good education and want to help with the institution s goals. They are interested in a specific program. Perhaps the donor was a past participant or graduate of the program for which you are raising money. They are involved in the institution. They may still attend sporting or cultural events at the university. Even if they aren t currently attending university events, you have still made them feel connected to the university through your annual call. They want to give back. Many donors feel they received so much from the campus and it is their duty to keep it that way for future students. They want to maintain the value of a KU degree. Many donors feel that they must increase alumni participation rates, which leads to increased rankings in national surveys and an increased value of a KU degree for alumni and current students. They have been asked and you have influenced them. You ve convinced your prospect that their gifts are essential to helping the university achieve its mission and goals. Way to go!! - 4 -

7 Why Should I Give? There are eight main answers to this question, so if the donor should ask you, you will be readily prepared. We will remain on the cutting edge of education and technology. Contributions from alumni allow us to keep up with state-of-the-art technology, teaching standards and quality education that prepare students for the work force. Tuition and fees do not cover the full cost of an education. We are state-assisted not state-supported. But, with recent budget cuts, state funding has severely diminished, which makes fundraising from alumni, friends, and families even more vital to helping our university fulfill its mission. You benefited from similar generosity when you were a student. Today s students rely on alumni like you to do the same for them. Our strength is your strength. Your degree reflects KU s good reputation. Your financial support allows us to maintain the standard of excellence, which gives us that good reputation. Strengthens our faculty and their teaching. Contributions allow us to offer competitive salaries and attract top-quality faculty. You ll help improve the quality of student life. Every bit helps. Strong donor participation sends a powerful message of alumni loyalty. To honor or memorialize an individual. Automated Calling System Campus Call The KU Endowment Phone Campaign operates on a fully automated system called CampusCall, by RuffaloCody. This system enables us to increase productivity with a smaller calling staff. Some universities use a paper system, where all information is recorded on paper. Could you imagine shuffling through zillions of papers and having to hand-dial thousands of alumni each night? With our increasing alumni base, a paper system is just not feasible for our call center. Therefore, all of your information will be automated. You will be able to see alumni giving history and all other information that will ensure a successful phone call. You will be trained how to use CampusCall prior to your first night of calling. CampusCall allows you to make the most of your time on each shift. Because the system is automated, there is no need to worry about dialing and hanging up. The system will handle that for you, leaving you to only worry about talking with prospects and coding individuals. To make sure you are on track, keep track of how many people you talk to each hour. Of those prospects coded, you should have at least ten people to make a final decision (Unspecified - 5 -

8 Pledge, Refusal, Pledge. By the end of every shift, you should be able to obtain at least 10 contacts, meaning they have made a final decision to give or not to give. CampusCall also allows you to keep track of how long you have been on a call. Be sure to keep an eye on this time in order to make the most out of your conversation. The update process should be very short, taking less than one minute. The KU-centric rapport/info update portion of the script should last about five to six minutes. Be sure you are taking the time to listen to what prospects say and really focusing on having meaningful conversation rather than taking a survey. Negotiating with the prospect to get them to commit to making a gift should take up the remainder of the call, causing the entire call to come between eight and twelve minutes. Therefore, asking and negotiating should take between three and four minutes. Remember to give the prospect great reasons to give to such a wonderful institution as The University of Kansas and take the time to tell them specifically how they benefit the quality of YOUR and Future Jayhawk s education! - 6 -

9 Chapter 2 Donor Groups Our main focus is to renew, require and attain an annual gift from each of the segments listed below. Dean s Club Annual gifts of $1,000 or more Loyal Consecutive gifts for the last 3 years Donors Alumni that give every year (gave in Fiscal Year , but not for the first time) Lapsed Gave a gift in the last 3 years, but not last fiscal year. Inactive Has not given in 3-7 years Future Givers No gift in 7 years First Ever Gave first gift (ever or in first in past 7 years) last fiscal year. Young Alumni Alumni under the age of 35 Established Alumni Alumni older than age 35 The donor groups are segmented by the college or school from which alumni received their degree. Special Prospect Groups Parents Parents of current KU students, as well as the families of alumni, are asked to support the Library Campaign. Reunion These calls serve to get classes with reunions in the current fiscal year excited about attending their reunions by making a gift in honor of the event and their class year (25 and 50 years). Seniors These calls serve to educate current seniors at the university about philanthropy and the need we have at KU. The goal is to get students started on their tradition of giving back to the university

10 Chapter 3 Your Job Student Fundraisers serve as ambassadors of the university, keeping alumni, friends, and families connected to the university on a more meaningful level. Because you may be the only contact one of our alumni has with the university all year, it is important that you always do your job to the fullest, remembering that you have one of the most important jobs on this campus! An excellent Phone Campaign Student Fundraiser should be: Enthusiastic/Passionate Student callers should be excited about KU and include enthusiastic Jayhawk spirit in their telephone conversations. Convincing Know why giving is important and express that importance over the telephone. Let alumni know how far their gifts will go. Confident Believe in your ability to engage alumni in great conversation. Never give up and always believe in what you say. Positive Maintain a positive attitude. You re calling for a great cause! No other group of students provides the direct benefit to KU that you do. Prepared Know the facts and be aware of who you re calling. Check your calling pool to ensure you are using the right script and browse alumni information to find talking points. Friendly Building relationships is extremely important! You re helping alumni stay connected to their alma mater! Effective Use the three-ask strategy to make sure you are asking for specific amounts. Remember, you ll only get as much as you ask for. A Good Listener Be mindful of what the alumnus is saying. You may find something you have in common and could even use some helpful ideas to help personalize the ask. As a Student Fundraiser, you have one of the most important jobs on campus. Without you, we wouldn t be able to obtain necessary university funding from private donors. You are responsible for raising funds for the university that help bridge the gap between tuition and state funding dollars. Convincing KU alumni that giving is worthwhile may sound tough when you first start, but learning to incorporate the impact their money will have on you, along with - 8 -

11 numerous other objection responses, into your scripts will allow you to succeed in creating/keeping afloat university programs and scholarships

12 Chapter 4 Call Structure INTRODUCTION The introduction is your chance, as a caller representing KU, to introduce yourself and the program. During this introductory phase of the call, it is also very important that you attempt to verify and/or update all contact information for your potential donor. Mailing address information is especially important, but other areas such as business information (employer name and job title), spousal name, spousal business information (employer name and job title), and address should not be overlooked. Transition: It is vital to achieve a smooth transition between phases of the call structure. This will allow for a smooth, flowing conversation and prevent unnecessary awkwardness. Always remember to use correct phrasing during your transitions. One example of an effective transition is: Thank you for updating our records. RAPPORT Rapport is a very important factor in the success of the call. What is rapport? Rapport is used to make the prospect feel more comfortable talking with you on the phone. Most of the people you will speak with will be strangers to you when the conversation begins, but by the end of the call, they should feel a connection to you and the university. Rapport is conversational, not survey-like. Don t just ask a list of questions, ask open-ended questions and let the conversation evolve from there. Examples to help you establish rapport: What advice would you give to a student like me? Which classes were most helpful to you in your career? (If they are in your college, ask for career suggestions or advice). What was campus life like when you were here? Did you live in a dorm? Which one? (Discuss what the facilities were like then as compared to now). Were you involved in any organizations on campus? Which ones? (Discuss the organizations you are familiar with and ask questions about those you are not). What is your fondest memory of KU, Mt. Oread, Lawrence? What were some of your favorite things about the university? (Tell them about your favorite things). Do you have children who might be future Jayhawks? What programs are they interested in?

13 You may find that information gathered during the introductory phase of the call can be used to fuel excellent rapport questions. Perhaps you are familiar with your potential donor s city or state, or perhaps you have some knowledge of their employer; these types of personal insights may be opportunities for achieving a comfortable rapport with your potential donor. The rapport phase of your call should last three to five minutes and you should ask at least three open-ended questions. Remember that you are calling as a KU student, but also as a representative of the university. Make sure your language and topics of conversation are appropriate. Transition: Example: I don t want to take up too much of your time tonight, but DESCRIPTION OF THE FUND To begin your request for donations, you must first explain and describe the fund on behalf of which you are calling. Throughout the year, you will make calls for a variety of fund drives. At the beginning of each drive, you will receive additional training and information unique to that fund. MAKING THE ASK Once you have educated your potential donor on the fund, the central part of the asking phase takes place. This exchange is illustrated below. REASONS There are many reasons to give to KU, and one of these reasons needs to accompany every ask. Reasons are incorporated into your scripts and training documents. The most commonly used reasons are: To support a specific fundraising initiative outlined by the Dean. To maintain the quality of a KU education! To invest in the future of KU! To help defray the costs of a KU education! To express appreciation and pride! Using a reason before asking allows you, the fundraiser, to maintain a smooth, comfortable conversation while showcasing your knowledge of the university and our fund drives. Transition: Once again, smooth transitions between reasons and asks are vital. An example: Can we count on your support with a gift of $300? OBJECTION RESPONSES The ability to rebound from an objection is essential to achieving success as a caller. To that end, there are a number of objection responses that provide easy transitions to lower-level asks while avoiding awkward exchanges between you and your potential donor. Some of the most common are mentioned later on in the training manual. Use the LASC cycle when overcoming objections!

14 Listen to what the prospect has to say about the amount you have just asked for. Acknowledge what the prospect has just told you. Don t just say, I understand. Chances are, you don t understand! Instead, actually respond to what they have told you and come up with a plan to get their participation, no matter the amount. Provide more reasons to Support KU! You will not get a YES! out of someone if you just throw out another ask amount. You need to provide reasons for them to give before asking at another level. Continue with the next ask amount. Do not skip any levels! TIPS ON MAKING THE ASK Always begin by asking at the first level and DON T SKIP LEVELS! Invite all prospects to support the university. Make firm, but warm, asks. Always ask if they would like to pay with a credit card. Never take no for an answer after the first ask! Always respond to an objection, give another reason, and then make another ask. Never go straight from one ask amount to another! THANK YOU AND CONFIRMATION The conclusion to a successful call is as important as the introduction. Regardless of whether or not you received a pledge during the call, it is essential that you thank the person for their time. A potential donor may still donate to KU in the future, so it is up to you to ensure that your call is as pleasant and rewarding as possible. Should you receive a pledge, be sure to thank your donor at least three times. Also, confirm your donor s mailing address and the amount of the pledge, explore the possibility of the pledge being a joint gift, set up an installment plan if necessary and confirm the payment type and month of first payment. Always be sure to ask for a credit card payment. Remember that credit card payments can be delayed to a later date if the alumna/us cannot give right now. Always have a manager confirm your pledge and thank the alumni. When accepting a pledge, remember to treat a $10 pledge like it were a $1, pledge. Also, it is extremely important that you make every effort to explore the possibility of matching gifts. MATCHING GIFTS The Matching Gifts program allows a donor to make an even greater contribution to KU. Many companies have agreed to match the donations made by their employees and spouses, and in some cases, even if they have retired. Matching gifts come from the initiative of donors who utilize this benefit. There is a list of known Matching Gift companies in CampusCall, but it is always important to ask the potential donor if they are aware of their employer s participation. For most, it simply entails filling out a form from their employer s personnel/human resources department. When making a gift to KU, this extra step pays off in two significant ways: The gift is doubled or tripled, sometimes more, when the company writes the check

15 Many companies who allocate further corporate support favor institutions whose alumni request matching gifts. HUGE for our Corporate & Foundation Development Department. INSTALLMENT PLANS The Installment plan allows prospects to break up one large gift into a few smaller gifts over a period of time. The deferment plan allows a prospect to defer their gift to a later date. Installments can be made in increments of $25 or more if giving by pledge packet. However, installment increments can be as low as $10 per month if setting up a recurring credit card subscription. The donor may choose when they would like to set-up their payments. Remember to call your Manager over to take any credit card information and be sure to let them know, before they take the phone, if the donor will be delaying a payment or making payments in installments. Unspecified Pledges If, despite your hard efforts, you get a considering (unspecified pledge), tell the alumnus/alumna that he or she will receive a blank pledge card and they can fill in the amount of the gift. A considering does not mean that they do not want to give, it just means they would like more time to make a decision. Also, they may not feel comfortable giving over the phone, but would rather make a gift through the mail. Unspecified pledges do not count toward your individual dollar goals. Only those prospects you feel actually may make a gift should be sent unspecified pledges. All others should be directed to the appropriate online giving site and should be coded as a refusal in CampusCall. Refusals If they refuse all three of your dollar asks, end the conversation pleasantly and leave them thinking about the university. There have been many people who, having refused a caller, reconsider after the phone call and end up calling and giving after all. Even though you got a refusal, you must verify their address and thank them for their time. It is always good to leave them with the online giving site, just in case they decide to give at a later date. An e- mail, which includes a link to the appropriate online giving site, can be sent to prospects who want more information about giving to KU. Once you code the prospect as a refusal, CampusCall will give you an option to send, or not to send, a follow-up . If the prospect did not request an , please be sure to uncheck the box. Telephone Tips Before you dial the phone: Read the prospect information know the person s giving history, class year, major, any affiliations, and the proper ask amount

16 Know how to pronounce the prospect s name, if you don t know how, ask a supervisor. Find out what you and the prospect have in common. Do you have the same major or live in the same hometown or region? Use these ties in your conversation. While you re on the phone: Be confident in yourself and in the campus you represent. Be enthusiastic, positive and assertive. Smile when you speak and sit up straight in your chair. Both things make a difference in your voice. Use the prospect s proper title. Address the person as Mr., Ms., Mrs., or Dr. Be aware of your rate of speech; talking too fast, or too slow, makes it difficult for people to understand you. Slow down when you are speaking to elderly or hearing impaired prospects. Avoid slang. Say yes, not yeah. Try not to say um, uh, like. These are irritating and unprofessional speech habits. Don t eat, drink, or chew gum while on the phone. This is very unprofessional and unacceptable. Use the script as a guideline - don t read it. Making your own script may even be more effective. Don t interrupt the prospect when he/she is talking and be sure to listen to everything that is said. You will want to elaborate on the prospect s ideas to ensure a good flow of conversation. Don t get too far off track. Find a way to lead the conversation gracefully into the ask. Don t jump to conclusions. Don t assume you know what the prospect is going to say, and don t finish the prospect s sentences. Don t make up answers. If you don t know an answer to a question, say you or the appropriate person will call back. Or have a supervisor or Assistant Director address their question. Don t give controversial opinions. You are representing this university, and whatever you say should reflect that fact. Don t use unproductive comments such as we don t care how much you give, or any amount is ok. Behave courteously and respectfully, regardless of the prospect s tone of voice or the outcome of the call. Don t argue, get discouraged or offended. Never apologize for asking prospects to support KU. Higher Education has always been supported by philanthropists and we assume the right to ask as an institution. You raise money for a great university, and we take pride in fundraising, and you should be proud of yourself too

17 Special Situations If the alumnus or alumna has divorced: ask the ex-spouse for a new address and phone number. Never make any changes to the prospect s name, except when told to do so by the Assistant Director. Instead, leave name changes in the comments box so that the alumni record can be changed properly. If the prospect gives you any spouse information, be sure to update the information in the spouse tab in CampusCall, as well as mention in the comments box that you have secured information for the prospect s spouse. If the prospect decides to make a gift, but wishes the gift to be in both his/her and the spouse s name, be sure to list the gift/pledge as a joint gift on the Specified Pledge screen in CampusCall. When the spouse makes the gift, be sure to list that, as well. If a spouse designates a gift/pledge to the university, you will want to also put that information in the comments box so that it will be noted on the nightly pledge report. If you reach a relative or parent of the alumna/us, ask for his/her current address and phone number. Tell them you are calling on behalf of KU, and would like to contact their son/daughter, etc. to update them on university happenings. If the alumnus has died, use the deceased code in CampusCall to let the Assistant Director know. Please type any information you get in the comments section on every deceased call, including the person you talked to and his or her relation to the alumna/us. If alumni ask to be removed from the calling list: this means that they do not want any phone solicitations from the university, but they would still like to be on our mailing list. Choose that option in the Completes section of your screen coded DO NOT CALL. If alumni want to be removed from the university s mailing list: this means that they do not want to receive phone solicitations or mailings from the university. Choose that option in the Completes section of your screen coded DO NOT CALL OR MAIL. If you reach a phone number that has been disconnected, please code it appropriately. When there is more than one number listed in CampusCall for that prospect, you will enter the disconnected number in the comments box, write that it has been disconnected and code the call according to what happened with the valid number listed on the record. If alumni simply hang up on you, that is not considered a disconnected number. Instead, you will code that as a refusal. Wrong number is when an individual specifically tells you that you have reached the wrong residence, not if they hang up the phone on you

18 Terms to Know Alumna feminine singular Alumnus masculine singular Alumnae feminine plural Alumni masculine plural Becky is an alumna. John is an alumnus. Women are alumnae of a college. Men and women are alumni. Designate when alumni specify their gift to the College, school, department or academic program of his or her choice. Alumni can designate their gift to any academic area on

19 campus. There is a list of possible designations in CampusCall. If you are unsure about a designation, ask one of the supervisors or the Assistant Director. Fiscal year Our current year is from July 1, 2014 to June 30, 2015 (FY15). Last year was FY14. Alumni giving history is shown on your screen. They may tell you that they have already made their gift for this year, but in all reality they have not. This is somewhat confusing to the donor and/or caller. Please be sure you understand this before calling. Matching Gift Many alumni, or their spouses, work for companies that will match their contributions. This can double or triple the amount of their gift. For example, an alumna pledges $100 and her company will match 1:1; that means her gift of $100 gift will generate a total of $200, if not more, to KU. Asking about a matching company is very important on each call and will count toward your nightly total. Restricted Gifts Gifts that are designated to one area, such as the School of Business or the School of Music. These gifts are restricted to that individual school or program. Unrestricted Gifts Gifts that can be used by the Chancellor, Dean or Department Head for immediate purposes where needed most within the university. Annual Fund gifts are unrestricted gifts to the university. Tax Deductible KU Endowment Association qualifies as a tax-exempt organization. Any gift given to the university is fully tax deductible. It is important to let alumni know that their gift will be tax deductible because it makes a difference to them. Contact A contact is considered to be a call that results in a Specified Pledge, Considering, or Refusal. Complete A complete is a call that results in a decision that removes the prospect from our calling pool. Ex. Wrong Number, Disconnected, Out of Country, Same Name not Alum we have gained information from our call that lets us know the calling again would be unfruitful. Choose words wisely Motivational words: Will you help me? I m so sorry. Thank you. Congratulations! Please. You were very kind to. Excuse me. It s been a pleasure to Contribute. Participate. Join. Growth. I understand. Enhance. More. Comfortable Words that discover: What is your opinion? What do you think? Can you illustrate. What do you consider How do you feel about What happened then What were the circumstances?

20 Words that irritate: Understand? Get to the point. See what I mean? You don t say? But honestly now! Not really? Don t you know I ll tell you what. Now, look No problem. Negative words: Smaller amount. I totally understand - That s unfortunate -Price. Donate. Send you a bill. Lesser Amount/Lower Amount. Solicitation. Lower Level Just a gift of Only a gift of

21 Chapter 5 Dealing with Objections For every reason not to give there s a more compelling reason to give. Here s how to turn no s into yes s. These are some of the most common objections that you may hear. Here are some helpful ways on how to negotiate. I ll give what I gave last year. Thank you so much for your previous gift of $ to the Fund! We appreciate all of your support, but I do want to remind you that this year s need is even greater than last year s need and we still need private support from donors like you to maintain university programs and scholarships. With declining state appropriations, we need more support than ever from our alumni. With this in mind, would you be willing to increase your support this year with a gift of $? The ask amount is too much. Well, (name), I certainly understand that $ may sound like a little too much to give right now, but please keep in mind that any amount you decide to commit to tonight will not be due right away. We also offer an installment plan that allows you to pay this amount over a period of several months instead of all at once. We always start at a higher level to express the need KU has for private support for various scholarship and program funds we have at the university. In order for the university to continue to offer such a great education to current and future students, we really need support from our alumni. Perhaps you would be more comfortable with a gift of $. I don t have any money to give. As a college student, I can certainly understand. However, gifts of all sizes are important to KU. Also, please keep in mind that your tax deductible gift would not be due right away and we do offer a monthly installment option to make your gift a little more affordable. Every gift helps provide us with the means to further educate students through the use of important program and scholarship funds. Would it be possible for you to make a gift of $? Right now is a bad time. That s not a problem at all. Your gift is not due right away. It would help if I could put you down for a pledge while I have you on the phone. That would help us keep progress toward our goals. You could also split your gift up into installments if that would be easier for you. With that in mind, would you be able to make a commitment of $ this year?

22 I already gave my annual gift this year. That s great! I m glad you decided to give to KU, however, our records don t show that you are a donor for this year. Please remember that we call on a fiscal year basis, which began July 1, 2013 and will end on June 30, Perhaps you gave earlier this calendar year. Would you like me to check our records and get back to you? I m not interested. I am sorry to hear that you are not interested in helping KU provide scholarships and programs for current KU students. May I ask why you are uninterested? Thank you for your time. I will be sure to notify my supervisor of your response. Perhaps you could keep KU in mind for next year. I gave last year. Thank you so much for your previous gift! Your contributions are greatly needed to help fund various programs and scholarships for current KU students. Gifts from donors like you truly make a difference at the university and help provide opportunities for our students. Could we count on your support again this year with a gift of $? I give every year. Why don t you ask those who never give? Thank you so much for your previous gift history! You have truly helped out the university and its students. We do also ask alumni who have never given before and KU receives new donors every year. At the same time, the university depends on past donors to help with our increased need for support each year. Would you be able to continue your support at another level with a gift of $? I am in Graduate School and barely scraping by myself. Education today at any level is very expensive and I certainly understand your position. As a college student myself I know how difficult it can be to handle everyday expenses on top of the cost of an education. We also offer an installment plan option for those who wish to give, but over a period of several monthly installments. It s very important that we contact our alumni for private donations if we hope to keep these wonderful KU programs and scholarships afloat. With all of this in mind, would you feel more comfortable supporting KU at another level with a gift of $? My small gift wouldn t help much. Every gift is important and very much appreciated. Each gift, no matter the size, helps our university maintain scholarship funds and implement new educational programs for KU students. Is there any way that you could show your support of the university with a gift of $? As always, your gift is completely tax deductible and wouldn t be due right away. Can you send me something in the mail? For future givers/long lapsed Since a fall mailing did not precede this call, please tell me what type of information you are interested in so that I can make sure you receive something. Is there any way you could make a commitment while I have you on the phone? Could you help us out with a gift of $?

23 For donors We have already sent out our fall appeal. This call is meant as a follow-up to that mailing. I would be happy to send you another mailing. Is there any way you could make a commitment while I have you on the phone? Could you help us with a gift of $? In general We would be delighted to send you more information in the mail. Please tell me what type of information you are interested in so I can make sure you receive something. Since we are aiming for 100% participation from our alumni this year, is there any way you can make a commitment while I have you on the phone? Could you help us out with a gift of $? Once you receive your pledge card in the mail, you are welcome to increase your support if you so choose. I need to talk it over with my spouse. I completely understand. People often want to discuss a total gift amount with a spouse. However, is there any way that you could commit to a minimum amount while I have you on the phone? Would you feel comfortable committing to a pledge of $? You are welcome to increase the pledge amount once you have talked it over with your spouse. I can t afford to because I just retired/had a baby/got a new job/got married. That s great! (Ask a positive question that pertains to the subject). Please keep in mind that every little gift helps raise our participation level and create new opportunities for KU students. We also offer a monthly installment option, if making your gift that way would be more feasible for you. With that in mind, could you support us with a gift of $? I m still paying off student loans. I completely understand. A lot of students are still paying off their loans. However, please remember that any size gift helps raise our participation level and create new opportunities for current students. Is there any way that you could help support us with a gift of $? I m unemployed. I certainly understand your situation. Fundraising is only part of the reason for my call tonight. I d also like to update our alumni records and tell you about some things that are going on around the university. (Update and tell them about happenings, then go into ask). It is very important that we obtain gifts from alumni like you to maintain scholarship funds and help with the growth of the school and many of our important educational programs. I know that you said earlier in the conversation that you would be unable to give this year, but please keep in mind that any gift you feel comfortable contributing would have a huge impact on the university and its students. We also offer an installment plan option to help make a larger gift more feasible. With all of this in mind, is there any amount greater than $10 that you would feel comfortable contributing to your undergraduate university? I have kids in college/tuition payments

24 That s great! What school do they attend? Do they enjoy it? I can certainly understand that those commitments are priority right now. The cost of an education these days is definitely expensive. However, any size gift has a tremendous impact on our university and its students. (Share more information about the school). As you can see, we need the support of alumni like you to help make these things possible. Is there any way that you could help support us with a gift of $? I don t want to commit over the phone. I can understand that and I d be happy to send you additional materials by mail. However, a pledge tonight would allow us to count you in our nightly totals. When you receive your pledge card in the mail, you can make your final decision about your gift this year. Would you be willing to commit to a gift of $ tonight? I ll send something in the mail. That s great! I truly appreciate your support of KU and want you to know that your gift will definitely make a difference here! However, could you give me some idea of what you might be able to contribute this year? Could we count on your support with a gift of $ this year? I had a bad experience at KU. I am really sorry to hear that. Would you like to share your experience with me? If there s a problem, I can relay it to my Supervisor or the appropriate office and have someone contact you. The only time I hear from you is when you want money. I do understand how you might feel that way, but we do try to keep in contact with our alumni throughout the entire year with newsletters and other mailings. Are you receiving those? If not, I will be sure to notify my supervisor so we can get you back on the mailing list. We also like to keep alumni updated about campus events via s and do also call for annual gifts to the university. Every little bit you are able to contribute does truly impact the university and its students in a huge way. Is there any way you would be able to help us out with a gift of $? Take me off your list (mail and call). I m sorry to hear that. Many alumni have a strong connection with KU. Do you mind if I ask you why you feel that way? I understand how you feel, and I want to let you know how important your support is to KU. Every gift counts! Is there any way you d be able to help us with a gift of $? (If they still want to be removed, continue with next statement) Since we would like for you to keep in touch with our yearly mailings, would it be fine if we continue to mail to you? (If yes) Can we also contact you next year through the Phone Campaign? (If no.code as DO NOT CALL only) I am not in the position to give right now. The economy is too bad for me to be able to contribute at this time. We definitely understand your hesitation Mr. Smith. We have heard this from quite a few of our alumni this evening. Like yourself, they are slightly worried about the short-term

25 economic prospects, but they are equally glad they have invested in a KU education. Although you may not be able to support KU at the $100 level tonight, we hope you will still be able to support the university at a much more feasible level for you. Gifts of all sizes truly make a difference at KU. Can we count on your support with a gift of $ tonight?