PSR1 Intermediate Training

1. PSR1 Intermediate Training The 700 Club Prayer Counseling Center

2. Partner Service

3. Tone of Voice • Always speak to the partner/caller with respect • Soften your voice • SMILE!

4. Enunciation • Speak clearly and at a pace the partner/caller can understand • Make sure syllables are distinct • Words should be articulate

5. Incorrect Robinson enVE'lup eXspecially pacifically aX Mizrez Correct Robertson Envelope Especially Specifically Ask Misses Common Mispronunciations

6. Courtesy • Always use “Please” and “Thank You” • Always ask the partner or explain before performing tasks • Address the partner by name • Avoid using endearments • Use positive language instead of negative language

7. Accuracy • Repeat all information • Say and spell back when verifying address information • Say the name of the product

8. Telephone Professionalism • Use complete sentences • Avoid excessive use of unintelligible filler words • Avoid using slang words or terms • Avoid using jargon (CBN) • Avoid using Christian terms or phrases • Remove any candy or gum from your mouth • Utilize the “Mute” button between calls and as you look up information

9. Knowledgeable about CBN • Keep yourself informed • You’ll process calls more quickly and more accurately • Build the partner’s confidence in CBN • Read the materials • Watch the 700 Club • Explore CBN.com

10. Active Listening • Affirming the partner, letting them know that you heard them • Helps you to understand the partner’s request or concern by frequently restating information throughout the call • Gives the partner confidence that their request will be handled.

11. Active Listening Statements • “I see.” • “Yes.” • “I understand.” • “Really?” • “All Right.” • “Uh Huh.” or “Mm Hmm.” (Culturally acceptable, however, you should limit your use of them.)

12. Active Listening Examples • “Yes, I understand. You’re upset because…” • “So your daughter-in-law needs prayer for salvation?” • “Yes, we do understand that financial situations change.” • “We do appreciate your comments about…” • “All right. We’ll get your change of address taken care of right away.”

13. “I don’t know” or “I’m not sure” “We can’t do that” or “We don’t do that” “You’ll have to…” “Just a second”, “Just a minute”, or “Hang on” Saying “No” at the beginning of the sentence Excessive use of unintelligible filler words, such as “Um” and “Uh” “I’ll find out” “Here’s what we can do for you…” “You’ll need to…” “Are you able to hold…” Use positive statements and tell the partner what we can do for them. Avoid modifying the script too much. Become familiar with and follow the script. Forbidden Phrases

14. Script Presentation

15. Staying in Control • Become familiar with and follow the script • Stay focused on the call • Avoid long pauses • Avoid excessive ministry • Be obedient • Pray brief, scripture-based prayers

16. Call Control Phrases • “We pray for our partners daily.” • “We’ll remember you in prayer.” • “The Lord knows what we need before we even ask Him.” • “Let me give you our address so you can write in your (comments, suggestions,etc.)” • “You can give your comments through viewers feedback on CBN.com.”

17. Why use scripts? • They are useful • They help to keep you focused and on track during the presentation.

18. Potential Downfalls • Wooden, stiff, or robotic presentation • Sound “canned” or impersonal • Ring of insincerity • Boredom with repetitive scripts

19. True or False? Most people don’t read scripts well.

20. Answer TRUE

21. True or False? The key to effective use of a script is to get to the end without the partner interrupting.

22. Answer FALSE

23. True or False? You should deliver your presentation in a deadpan, “these are the facts” manner.

24. Answer FALSE

25. Secrets to “Selling” with a Script • Read through a new script before you use it; become familiar with it. • Read your script in phrases, not individualwords • Modulate your voice at important parts of the script • Slow Down • Sound Interested

26. Call Statusing Training

27. Answering Machines • When you hear the “beep” of the Answering Machine as the call connects. • When you hear the message playing as the call connects

28. Change Number and Redial • A recording will instruct you that the number you have dialed has been changed and the recording gives the new phone number. • Person on the phone gives you the partner’s new number.

29. After doing a status change to a partner’s record Person is out of the country or on vacation for 2 weeks or more Person is in the hospital or has just been released from the hospital and there is an undetermined recovery time Person states immediately that they are not interested and hangs up Partner is away at college Person is no longer living there (EX: The family lives there but the partner is in a nursing home, etc.) They indicate that they did not contact the 700 Club. If the person is abusive When they have already been contacted on that same project. As your Supervisor instructs you. Eliminate

30. Hang Up • The person hangs up on you after you have identified yourself • You are in the middle of the script and the person hangsup.

31. Privacy Manager • Recording instructs you to state your name / the company you represent and to hold the line until someone picks up. • Recording states, “You are not authorized to dial this number.”

32. Person hangs up before you identify yourself. (You hear the “click” as the call connects) Person requests to be called back at a specific time within 2 weeks Person is not in right now and doesn’t know when they’ll be back Person can’t talk right now and doesn’t specify a time to call back Person is taking too long to get to the phone Recording states, “All circuits are busy…” The number has been temporarily disconnected or is being checked for trouble Set Call Back

33. Setting Call Back Times • If the person does not specify a time to call back, set the call back for the next appropriate shift. • Vary your call back times to prevent a large number of callbacks hitting the dialer / queue all at once.

34. Recording states, “The number you have dialed has been disconnected/ is no longer in service/ is not a working number/ been changed to a non-published number.” Dialed the correct number but reached the wrong person When you get a Fax Machine When the person has moved, and no forwarding number is available. Recording states, “Your call cannot be completed as dialed. Please check the number and try again.” Wrong Number

35. Other Issues • Cell Phones • If the cell phone is the partner’s primary number, we treat it as we would any other number. • Cell phones may play music before the call is connected. • Busy Signals • Although the system is supposed to filter these out, if you do get one, set a call back for 30 minutes.

36. Outbound Non-Fundraising Projects

37. Outbound Projects • Large Gift Appreciation • Welcome Aboard • Salvation • Anniversary Appreciation • Birthday Appreciation • New Donor Affirmation

38. Large Gift Appreciation • Major Donors • Thank them for their generous support of CBN • Offer prayer • Verify address information

39. Welcome Aboard • Thanks / Appreciation for Pledge • Verify Pledge • Pray with Partner • Verify Address

40. Salvation • Verify that the person ordered / received the salvation literature • Verify that person received Christ or rededicated their life • Welcome them to the Family of God • Encourage Person • Verify Address • Pray with Person

41. Anniversary Appreciation • Thank the Partner for Past Support • Pray with the Partner • Verify Address

42. Birthday Appreciation • Major Donors • We bless them and wish them “Happy Birthday” • Pray with them • PSR 1s are selected by their Supervisor

43. New Donor Affirmation • Thank the donor for their recent gift of support • Offer prayer • Ask survey questions regarding their interest in The 700 Club • Verify address information • Offer to play a recorded thank you message from Pat Robertson

44. Outbound Training Partner Service Representative 1 Intermediate Training