Fau Phonathon Training Quiz

33 Questions | Total Attempts: 51

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Phonathon Training Quizzes & Trivia

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

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