Fau Phonathon Training Quiz

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Quizzes Created: 1 | Total Attempts: 52
| Attempts: 52
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  • 1/33 Questions

    The Phonathon program is a division of Annual Giving.

    • True
    • False
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About This Quiz


New Caller training quiz on Phonathon calling strategies, best practices, terminology and general Annual Fund knowledge.

Fau Phonathon Training Quiz - Quiz

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  • 2. 

    One male that graduated from a college or university is an _________________.

    Explanation
    The term "alumnus" is used to refer to a male individual who has completed their education and graduated from a college or university. It is a singular form of the word "alumni" which is used to refer to a group of male and female graduates. Therefore, in this context, "alumnus" is the correct term to describe a single male graduate.

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  • 3. 

    One female that graduated from Florida Atlantic University is an ______________.

    Explanation
    The correct answer is "alumna" because "alumna" is the correct term to refer to a female graduate from Florida Atlantic University. "Alumna" is the feminine form of "alumnus," which is used to refer to a male graduate.

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  • 4. 

    A pledge is a promise to donate.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A pledge is a commitment or promise made by an individual to donate or contribute something, usually money or resources, to a cause or organization. By making a pledge, the person is expressing their intention to fulfill their promise and provide support. Therefore, the statement "A pledge is a promise to donate" is true, as it accurately describes the nature and purpose of a pledge.

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  • 5. 

    Who is the current president of Florida Atlantic University?

    Correct Answer
    John Kelly
    Explanation
    John Kelly is the current president of Florida Atlantic University. This is the correct answer because it directly addresses the question and provides the name of the individual currently holding the position of president at the university.

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  • 6. 

    After every objection, you should follow-up by using the LASC cycle.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The LASC cycle is a communication technique used to address objections effectively. It stands for Listen, Acknowledge, Solve, and Confirm. By following this cycle after every objection, you can ensure that you actively listen to the objection, acknowledge the concern, provide a solution or response, and confirm that the objection has been resolved. This helps in maintaining effective communication and addressing any concerns or objections that may arise during a conversation or discussion.

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  • 7. 

    We're only allowed to discuss controversies with prospects if we have witnessed the incident with our own eyes.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it implies that we can only discuss controversies with prospects if we have personally witnessed the incident. This is not true as discussions and debates about controversies can be based on various sources of information, such as news reports, testimonies, and evidence presented by others. It is not necessary to have witnessed the incident firsthand in order to engage in a discussion about it.

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  • 8. 

    It is usually best to speak slowly and a little louder while speaking to this group of alumni.

    • Young Alumni

    • Foreign Owls

    • Elderly

    • Owl Parents

    Correct Answer
    A. Elderly
    Explanation
    The correct answer is "Elderly." When speaking to the elderly, it is usually best to speak slowly and a little louder. This is because as people age, their hearing may decline, and speaking slowly and slightly louder can help ensure that they understand and hear the conversation clearly.

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  • 9. 

    Rapport with prospects MUST be established otherwise prospects will not give.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Establishing rapport with prospects is crucial because without it, prospects are less likely to give their attention, trust, and cooperation. Building rapport creates a connection and understanding between the salesperson and the prospect, making them more open to hearing the sales pitch and considering the offer. It helps to establish a positive relationship, build credibility, and create a comfortable environment for effective communication. Without rapport, prospects may feel guarded, skeptical, or disinterested, making it difficult for the salesperson to influence their decision-making process. Therefore, it is essential to establish rapport with prospects in order to increase the chances of success in sales.

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  • 10. 

    Rapport questions are only necessary in the call introduction. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Rapport questions are not only necessary in the call introduction, but they can also be used throughout the conversation to establish a connection and build trust with the caller. By asking rapport questions, the call agent can show genuine interest in the caller, understand their needs better, and create a more personalized and positive experience. Therefore, the statement that rapport questions are only necessary in the call introduction is false.

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  • 11. 

    Phonathon Callers reach out to alumni to (select all that apply): 

    • Update alumni contact information

    • Share recent university news

    • Ask for donations

    • Conduct a phonathon survey

    Correct Answer(s)
    A. Update alumni contact information
    A. Share recent university news
    A. Ask for donations
    Explanation
    Phonathon callers reach out to alumni for multiple purposes. Firstly, they aim to update alumni contact information to ensure accurate and up-to-date records. Secondly, they share recent university news to keep alumni informed about the current happenings and achievements. Additionally, they ask for donations to support the university's initiatives and projects. Lastly, they may conduct a phonathon survey to gather feedback and insights from alumni.

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  • 12. 

    If an alumnus is rude to you, your next step should be to:

    • Give the phone to the manager to talk to the prospect

    • Hang up

    • Be rude back

    • Listen to prospect and continue with the call according to the script

    Correct Answer
    A. Listen to prospect and continue with the call according to the script
    Explanation
    The recommended next step when an alumnus is rude to you is to listen to the prospect and continue with the call according to the script. This approach shows professionalism and respect for the prospect, despite the rudeness displayed by the alumnus. It allows you to maintain control of the conversation and focus on the purpose of the call, which is to communicate the information according to the script.

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  • 13. 

    What is the correct order of every Phonathon call?

    • Intro, Rapport, Closing

    • Intro, Rapport, Case, Ask, Close

    • Rapport, Closing, Ask

    • Intro, Ask, Rapport, Closing

    Correct Answer
    A. Intro, Rapport, Case, Ask, Close
    Explanation
    The correct order of every Phonathon call is Intro, Rapport, Case, Ask, Close. This order ensures that the caller introduces themselves and the purpose of the call, establishes a connection with the recipient, presents the case or reason for the call, asks for support or a donation, and then concludes the call. This sequence allows for a structured and persuasive conversation that maximizes the chances of a positive outcome.

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  • 14. 

    What does L.A.S.C stand for in the LASC Cycle?

    • Learn, assume, share, care

    • Love, all, skin, cells

    • Lilo, aladin, shrek, cinderella

    • Listen, acknowledge, continue, support

    Correct Answer
    A. Listen, acknowledge, continue, support
    Explanation
    The correct answer is "Listen, acknowledge, continue, support". In the LASC Cycle, the acronym stands for the steps to take in a communication or support process. First, one should listen attentively to the person expressing their thoughts or concerns. Then, they should acknowledge the person's feelings and experiences, showing empathy and understanding. After that, they should continue the conversation, keeping an open dialogue and addressing any further questions or issues. Lastly, they should provide support to the person, offering assistance or resources if needed.

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  • 15. 

    When dealing with match gift companies, if a prospect gives $100 dollars and his/her employment matches 2:1 then how much does the company donate?

    • $200

    • $1000

    • $100

    • $5

    Correct Answer
    A. $200
    Explanation
    When a prospect gives $100 and his/her employment matches 2:1, it means that the company will donate an amount that is twice the amount given by the prospect. Therefore, the company will donate $200 in this case.

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  • 16. 

    Select the types of credit cards that we accept. 

    • Visa

    • MasterCard

    • Discover

    • American Express

    • International Business Check Card

    Correct Answer(s)
    A. Visa
    A. MasterCard
    A. Discover
    A. American Express
    Explanation
    The explanation for the correct answer is that the types of credit cards that are accepted include Visa, MasterCard, Discover, and American Express. These are all well-known and widely used credit card brands that are accepted by many merchants and businesses. Additionally, the inclusion of International Business Check Card suggests that this particular establishment also accepts this type of card for payment.

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  • 17. 

    It's sometimes alright to skip an ask level if the prospect sounds frustrated and seems to be rushing you.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Skipping an ask level when a prospect sounds frustrated and seems to be rushing is not alright. It is important to address the prospect's concerns and frustrations in order to build trust and understanding. Skipping an ask level may lead to misunderstandings and missed opportunities to gather important information. It is crucial to take the time to listen and engage with the prospect, even if they appear frustrated or rushed. Therefore, the correct answer is false.

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  • 18. 

    Which is the correct response when a prospect agrees to an ask amount?

    • Can we send you a pledge card?

    • Would you like to put that on a credit card?

    • Did you know that you have until June 30th to make your donation?

    • We accept Visa, Mastercard, Discover and AmEx. Which card will you be using?

    Correct Answer
    A. We accept Visa, Mastercard, Discover and AmEx. Which card will you be using?
    Explanation
    This response is the correct answer because it acknowledges the prospect's agreement to the ask amount and immediately follows up with a question about the specific credit card they will be using. This shows readiness to proceed with the transaction and provides the prospect with options for payment.

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  • 19. 

    Phonathon Callers are required to make ____ asks with each prospect. 

    • 2

    • 4

    • 3

    • Until the prospect says no

    Correct Answer
    A. 4
    Explanation
    Phonathon Callers are required to make 4 asks with each prospect. This means that they need to make four requests or appeals to the prospect during the call, presumably for donations or support. Making multiple asks increases the chances of getting a positive response and achieving the desired outcome.

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  • 20. 

    The single most important skill you need to do this job well is:

    • Talking loudly

    • Have a shoulder to lean on

    • Effective listening

    • Being funny

    Correct Answer
    A. Effective listening
    Explanation
    Effective listening is the most important skill for this job because it allows the individual to fully understand and comprehend information, instructions, and feedback. By actively listening, the person can gather all the necessary details, identify any potential issues or concerns, and respond appropriately. Effective listening also helps in building strong relationships with colleagues and clients, as it shows respect, empathy, and understanding. Additionally, it enables effective communication, problem-solving, and decision-making, leading to better job performance and overall success in the role.

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  • 21. 

    How many credit card asks should you attempt

    • 1

    • 2

    • 3

    • 4

    Correct Answer
    A. 2
    Explanation
    It is recommended to attempt two credit card asks. This suggests that it is generally advised to apply for two credit cards when seeking credit. Applying for more than two credit cards may result in a higher risk of rejection or negatively impact credit scores.

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  • 22. 

    In order to successfully plan for a call you should be able to answer the following questions (select all that apply):

    • Who are you calling and how do you pronounce their name?

    • When was the last call made and do they have a giving history?

    • What year did they graduate and what college did they belong to?

    Correct Answer(s)
    A. Who are you calling and how do you pronounce their name?
    A. When was the last call made and do they have a giving history?
    A. What year did they graduate and what college did they belong to?
    Explanation
    The correct answer is to select all of the following questions: Who are you calling and how do you pronounce their name?, When was the last call made and do they have a giving history?, What year did they graduate and what college did they belong to? These questions are important to successfully plan for a call because knowing the person's name and how to pronounce it correctly shows respect and professionalism. Understanding the last call made and their giving history helps to tailor the conversation and build a stronger relationship. Knowing the year of graduation and college affiliation can provide common ground and topics of conversation.

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  • 23. 

    What is the purpose of rapport? Select all that apply. 

    • To move the call into a positive direction

    • To get to know the prospect

    • So the prospect can get to know you

    • So the prospect will be more receptive to making a donation

    Correct Answer(s)
    A. To move the call into a positive direction
    A. To get to know the prospect
    A. So the prospect can get to know you
    A. So the prospect will be more receptive to making a donation
    Explanation
    Rapport serves multiple purposes in a call. Firstly, it helps to move the call into a positive direction by establishing a friendly and comfortable atmosphere. Secondly, it allows the caller to get to know the prospect better, understanding their needs and preferences. Similarly, it also enables the prospect to get to know the caller, building trust and credibility. Lastly, rapport increases the likelihood of the prospect being more receptive to making a donation, as a strong connection and understanding have been established.

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  • 24. 

    Which is the correct ask ladder to use when calling future donors?

    • $300 > $150 > $75

    • $300 > $150 > $75 > Class Gift

    • $240 > $120 > $60

    • $100 > $55 > $35 > Class Gift

    Correct Answer
    A. $300 > $150 > $75 > Class Gift
    Explanation
    The correct ask ladder to use when calling future donors is $300 > $150 > $75 > Class Gift. This ladder starts with a higher donation amount and gradually decreases, making it easier for the donor to commit to a smaller amount if they are unable or unwilling to donate the full amount. The inclusion of "Class Gift" at the end suggests that this is a specific category or purpose for the donation, which may appeal to some donors.

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  • 25. 

    Put the stages of empathetic listening in the correct order. 

    • Rephrase, Reflect, Feel, Felt, Found

    • Mimic, Rephrase, Reflect, Rephrase and Reflect

    • Reflect, Mimic, Rephrase and Continue

    • Rephrase, Feel, Rephrase and Continue

    Correct Answer
    A. Mimic, Rephrase, Reflect, Rephrase and Reflect
    Explanation
    The stages of empathetic listening should be in the following order: Mimic, Rephrase, Reflect, Rephrase and Reflect. Mimic refers to the listener mirroring the speaker's body language and tone of voice to show understanding. Rephrase involves restating the speaker's words in a different way to ensure comprehension. Reflect means to express understanding of the speaker's emotions and thoughts. Finally, Rephrase and Reflect is a repetition of the previous steps to further validate the speaker's feelings and create a deeper connection.

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  • 26. 

    Specified pledges that are not on credit are due back when?

    • In 2 weeks time

    • By June 30th - end of our fiscal year

    • Whenever the prospect has the funds

    • After the prospect receives the card and decides to give.

    Correct Answer
    A. In 2 weeks time
    Explanation
    The correct answer is "In 2 weeks time." This means that specified pledges that are not on credit are due back within a period of two weeks.

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  • 27. 

    After you've updated demographics and a prospect has turned you down hard but hasn't hung up you should end the call gracefully so they will hopefully give one day soon.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    If a prospect has turned you down hard but hasn't hung up, ending the call gracefully may not necessarily lead to them giving another chance in the future. It is important to respect the prospect's decision and not try to push them further. Ending the call gracefully shows professionalism and respect, but it doesn't guarantee a future opportunity.

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  • 28. 

    Which are the correct ways to ask for a prospects email address? Select all that apply. 

    • Do you have an email address that you would like to provide?

    • I see hear that we don't have an email address in our records for you. I can enter one now so that you can stay up to date on current happenings at FAU.

    • Is your email address still _____________?

    • Can I get an email address for you really quickly?

    Correct Answer(s)
    A. I see hear that we don't have an email address in our records for you. I can enter one now so that you can stay up to date on current happenings at FAU.
    A. Is your email address still _____________?
    Explanation
    The correct ways to ask for a prospect's email address are to say "I see here that we don't have an email address in our records for you. I can enter one now so that you can stay up to date on current happenings at FAU" and to ask "Is your email address still _____________?". These approaches are polite and direct, giving the prospect an opportunity to provide their email address for future communication.

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  • 29. 

    Phonathon accepts donations on behalf of the FAU Foundation which is not a 501 (c) (3) organization. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because the FAU Foundation is indeed a 501(c)(3) organization. This means that it is recognized by the IRS as a tax-exempt nonprofit organization, and donations made to it are tax-deductible for the donors. Therefore, Phonathon can accept donations on behalf of the FAU Foundation.

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  • 30. 

    When speaking to unwilling prospects you should focus on negotiating the amount so that they will give. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    When speaking to unwilling prospects, it is not effective to focus solely on negotiating the amount they will give. Instead, it is important to understand their concerns, address any objections they may have, and build a rapport with them. By focusing on their needs and finding common ground, you can potentially change their perspective and make them more willing to contribute. Therefore, the statement is false.

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  • 31. 

    Alumni from which college(s) are more likely to work for match gift companies?

    • College of Science

    • College of Engineering and Computer Science

    • College of Arts and Letters

    • College of Business

    • College of Medicine

    • College of Design and Social Inquiry

    • College of Nursing

    Correct Answer(s)
    A. College of Engineering and Computer Science
    A. College of Business
    Explanation
    Alumni from the College of Engineering and Computer Science and the College of Business are more likely to work for match gift companies. This is because match gift companies often require individuals with technical and business skills to develop and manage their matching gift programs. The College of Engineering and Computer Science provides education and training in technical fields, while the College of Business focuses on business and management skills. Therefore, alumni from these two colleges are more likely to have the necessary qualifications and expertise sought by match gift companies.

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  • 32. 

    Please select the categories that receive support from unrestricted giving to the FAU Annual Fund program.

    • Scholarships

    • Athletics

    • Faculty and Staff

    • Study Abroad programs

    • Utilities

    • Campus Maintenance

    • Residence Life

    • Intramural Sports

    • Health Services

    • Affordable Tuition

    Correct Answer(s)
    A. Scholarships
    A. Athletics
    A. Faculty and Staff
    A. Study Abroad programs
    A. Utilities
    A. Campus Maintenance
    A. Residence Life
    A. Intramural Sports
    A. Health Services
    A. Affordable Tuition
    Explanation
    The FAU Annual Fund program supports various categories through unrestricted giving. These categories include scholarships, athletics, faculty and staff, study abroad programs, utilities, campus maintenance, residence life, intramural sports, health services, and affordable tuition. Unrestricted giving allows the funds to be allocated to these areas based on their needs and priorities, providing support and resources to enhance the overall student experience and academic environment at FAU.

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  • 33. 

    Which should you not do when it comes to the "Ask Strategy"? Select all that apply.  

    • Drop levels

    • Ask twice

    • Be pushy about it

    • Modify the levels

    • Ask 4 times

    Correct Answer(s)
    A. Drop levels
    A. Ask twice
    A. Be pushy about it
    A. Modify the levels
    Explanation
    The "Ask Strategy" should not involve dropping levels, asking twice, being pushy about it, or modifying the levels. Dropping levels means skipping or omitting certain levels of the strategy, which can lead to incomplete or ineffective results. Asking twice can be seen as annoying or repetitive, and being pushy about it may create a negative experience for the other party involved. Modifying the levels can disrupt the intended flow and structure of the strategy. Therefore, all of these actions should be avoided when implementing the "Ask Strategy".

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Quiz Review Timeline (Updated): May 11, 2023 +

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  • Current Version
  • May 11, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 18, 2013
    Quiz Created by
    Jmonroe7

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