Fau Phonathon Training Quiz

33 Questions | By Jmonroe7 | Last updated: Mar 19, 2022 | Total Attempts: 51

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

Questions and Answers

1.

The Phonathon program is a division of Annual Giving.
- A.
  
  True
- B.
  
  False
2.

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

One male that graduated from a college or university is an _________________.
4.

Put the stages of empathetic listening in the correct order.
- A.
  
  Rephrase, Reflect, Feel, Felt, Found
- B.
  
  Mimic, Rephrase, Reflect, Rephrase and Reflect
- C.
  
  Reflect, Mimic, Rephrase and Continue
- D.
  
  Rephrase, Feel, Rephrase and Continue
5.

It's sometimes alright to skip an ask level if the prospect sounds frustrated and seems to be rushing you.
- A.
  
  True
- B.
  
  False
6.

Rapport questions are only necessary in the call introduction.
- A.
  
  True
- B.
  
  False
7.

After every objection, you should follow-up by using the LASC cycle.
- A.
  
  True
- B.
  
  False
8.

We're only allowed to discuss controversies with prospects if we have witnessed the incident with our own eyes.
- A.
  
  True
- B.
  
  False
9.

When speaking to unwilling prospects you should focus on negotiating the amount so that they will give.
- A.
  
  True
- B.
  
  False
10.

Specified pledges that are not on credit are due back when?
- A.
  
  In 2 weeks time
- B.
  
  By June 30th - end of our fiscal year
- C.
  
  Whenever the prospect has the funds
- D.
  
  After the prospect receives the card and decides to give.
11.

Phonathon Callers reach out to alumni to (select all that apply):
- A.
  
  Update alumni contact information
- B.
  
  Share recent university news
- C.
  
  Ask for donations
- D.
  
  Conduct a phonathon survey
12.

One female that graduated from Florida Atlantic University is an ______________.
13.

If an alumnus is rude to you, your next step should be to:
- A.
  
  Give the phone to the manager to talk to the prospect
- B.
  
  Hang up
- C.
  
  Be rude back
- D.
  
  Listen to prospect and continue with the call according to the script
14.

In order to successfully plan for a call you should be able to answer the following questions (select all that apply):
- A.
  
  Who are you calling and how do you pronounce their name?
- B.
  
  When was the last call made and do they have a giving history?
- C.
  
  What year did they graduate and what college did they belong to?
15.

Which are the correct ways to ask for a prospects email address? Select all that apply.
- A.
  
  Do you have an email address that you would like to provide?
- B.
  
  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.
- C.
  
  Is your email address still _____________?
- D.
  
  Can I get an email address for you really quickly?
16.

It is usually best to speak slowly and a little louder while speaking to this group of alumni.
- A.
  
  Young Alumni
- B.
  
  Foreign Owls
- C.
  
  Elderly
- D.
  
  Owl Parents
17.

What is the purpose of rapport? Select all that apply.
- A.
  
  To move the call into a positive direction
- B.
  
  To get to know the prospect
- C.
  
  So the prospect can get to know you
- D.
  
  So the prospect will be more receptive to making a donation
18.

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.
- A.
  
  True
- B.
  
  False
19.

Which is the correct response when a prospect agrees to an ask amount?
- A.
  
  Can we send you a pledge card?
- B.
  
  Would you like to put that on a credit card?
- C.
  
  Did you know that you have until June 30th to make your donation?
- D.
  
  We accept Visa, Mastercard, Discover and AmEx. Which card will you be using?
20.

What is the correct order of every Phonathon call?
- A.
  
  Intro, Rapport, Closing
- B.
  
  Intro, Rapport, Case, Ask, Close
- C.
  
  Rapport, Closing, Ask
- D.
  
  Intro, Ask, Rapport, Closing
21.

Please select the categories that receive support from unrestricted giving to the FAU Annual Fund program.
- A.
  
  Scholarships
- B.
  
  Athletics
- C.
  
  Faculty and Staff
- D.
  
  Study Abroad programs
- E.
  
  Utilities
- F.
  
  Campus Maintenance
- G.
  
  Residence Life
- H.
  
  Intramural Sports
- I.
  
  Health Services
- J.
  
  Affordable Tuition
22.

Alumni from which college(s) are more likely to work for match gift companies?
- A.
  
  College of Science
- B.
  
  College of Engineering and Computer Science
- C.
  
  College of Arts and Letters
- D.
  
  College of Business
- E.
  
  College of Medicine
- F.
  
  College of Design and Social Inquiry
- G.
  
  College of Nursing
23.

Select the types of credit cards that we accept.
- A.
  
  Visa
- B.
  
  MasterCard
- C.
  
  Discover
- D.
  
  American Express
- E.
  
  International Business Check Card
24.

Phonathon Callers are required to make ____ asks with each prospect.
- A.
  
  2
- B.
  
  4
- C.
  
  3
- D.
  
  Until the prospect says no
25.

Rapport with prospects MUST be established otherwise prospects will not give.
- A.
  
  True
- B.
  
  False