KCET

1. KCET As an independent media voice, KCET enriches our understanding of the past, enlivens our present, and prepares us for the future.

2. KCET Contact Information KCET4401 Sunset BoulevardLos Angeles, California 90027 Member Services 323- 953-5238 Monday – Friday 9am-5pm Pacific Standard Time Pledge 866-527-8200 Car Donation 866-527-5238 WWW.KCET.ORG

3. KCET Lingo

4. KCET FAQ The call letters KCET stand for Community Educational Television. (K is the first call letter for modern North American stations located west of the Mississippi River.)

5. KCET Script Step One KCET has a CWW script which appears basic. However, there are some details that require a skilled Agent to navigate and submit properly. Verify, verify, verify! Use phonetics. Thank you for calling KCET, this is _________. May I have your name, please? As usual, gather caller’s basic information in this module. Name, choose title based on male or female. May I have your zip code, please? Prepare yourself for the address module - KCET asks for a BILLING address; and will only accept United States zip codes.

6. KCET ScriptStep Two How much would you like to pledge? In this screen you will capture pledge amount, and the name of the program the caller is watching or calling in reference to. Be mindful of the instructions regarding questions on this screen. Listen to the caller. Also, as typical – this is where you will check if a continuing contribution – also known as the KCET Sustainer Level – for a minimum monthly pledge of $5.00. This is NOT the same as the installment module.

7. KCET ScriptStep Three Would you like to select one of our thank-you gifts? In this screen you will be selecting a thank-you gift. As always, if you have trouble locating something in the list of gifts, choose “Show All Gifts”. The Airline Miles Offer module is something that we do not use unless the caller mentions. Which credit card would you like to use? Indicate the Payment Method in the appropriate module.

8. Gift Selections • If the caller has not already told you what thank-you gift they are interested in then we will ask. If they have we will just select from the drop down and confirm. We always confirm the gift we have selected! • Remember each thank you gift gets entered in its own separate line. • We can input up to five thank you gifts per pledge form. • Any more than five gifts needed we will use the same format of the form and note in the comments box. • For example if the caller requested six tickets to a single event we would type that in the comments section the same way it appears in our gift drop down.

9. KCET ScriptStep Four This is the installment module. Please be mindful of the information listed within the right portion. Do not use the installment module unless the caller mentions installments. Notify the caller that thank-you gift will be shipped as soon as the last installment is received. KCET accepts both credit card and check installments. Does the company that you or your spouse work for have a Matching Gifts Program? If yes, enter company name in this module. If no, simply leave blank.

10. KCET Memberships Many Membership Levels To Choose From See KnowledgeBase Article 1632 for complete information on KCET Membership options. If the caller has selected BASIC membership you must offer the 4 for $40 Logo package as a gift in the drop-down Thank-You Gift module. See other options in the drop-down menu for different Membership Levels. Basic membership $40 KCET Monthly Program Guide (if mailed copy is requested) – 12-month subscription 10% discount at ShopKCET KCET Infinity Discount Card, which offers substantial savings at retailers and cultural institutions throughout Southern & Central California. Exclusive invites to Members Only events Family Membership All of the wonderful benefits above Plus: $60 - $119 2 KCET Logo Mugs Second KCET Infinity Discount Card Invitations to KCET family-oriented activities Updates on family-related programming Kids Club Especially for our youngest members! Same adult benefits as Basic Membership, plus your child receives an on-air birthday announcement, their choice of a plush toy and a backpack filled with surprises and invitations to special kid’s events. $75

11. Listening LISTEN to callers. Try not to ask a question that the caller has already provided the answer to. Just confirm that answer when you come across it in the script!

12. KCET ScriptStep Five Verify, verify, verify! Use phonetics. KCET is one of a FEW stations that you should be asking for the "Name/Address as it appears on your credit card, please", because they use authorize.net which authorizes on the spot. Failure to abide by these guidelines will result in errors being logged.

13. KCET ScriptShipping Module IMPORTANT! Use the shipping module if shipping address is different from the billing address. This includes alternate shipping address for premiums and/or membership as well gift address. It is very important you understand the shipping module. The caller’s billing address can be anywhere in the United States, however, a KCET Membership can only be sent to zip codes in California. Thank-you gifts may be shipped anywhere in the United States; but again, KCET will only ship Memberships to a California zip code. Failure to abide by these guidelines will result in errors being logged.

14. KCET ScriptShipping Module Choosing Any Of The Alternate Address Options Will Cause Name To Populate If the caller wants their membership and/or thank-you sent to an alternate address in their own name, use the Shipping Module to indicate. Choosing any of the Alternate Address options will cause the name used for billing to populate in the Shipping Module. For KCET, the caller’s billing address can be to any United States zip code, also, the thank-you gift may go to any zip code in the United States. However, keep in mind, a KCET Membership must go only to a zip code within the state of California. Choose from the drop-down one of the following: Alternate Membership Address Alternate Premium Address Alternate Premium and Membership Address

15. KCET ScriptShipping Module Choosing Any Of The Gift Options Will Open Additional Fields To Add Name of Recipient If the caller wants their membership and/or thank-you sent to someone else, use the Shipping Module to indicate. Choosing any of the Alternate Address options will cause the name used for billing to populate in the Shipping Module. For KCET, the caller’s billing address can be to any United States zip code, also, the thank-you gift may go to any zip code in the United States. However, keep in mind, a KCET Membership must go only to a zip code within the state of California. Choose from the drop-down one of the following: Gift Membership Gift Premium Gift Premium and Membership

16. KCET ScriptPhone Number and E-mail Module This familiar module should be easy to understand. Simply ask for the information and leave any the caller wishes to omit blank. Keep in mind that a phone number and e-mail is mandatory for special events such as those involving tickets and/or a e-newsletter.

17. KCET ScriptSurvey Questions and Privacy Options Do you have a moment to answer a couple of survey questions? If the caller declines, simply leave this area blank. If the caller agrees proceed with: May we have your Birth Date? Do you have any children in your household under the age of 13? If the caller has indicated at any point in the script that they do not want to be put on any telemarketing list and/or do not want their contact information exchanged, indicate on this screen. Always listen carefully and respect the caller’s wishes.

18. KCET ScriptThe Comments Field and the Closing Keep in mind that you should ONLY use the comments field when some type of "action" is required of KCET.  If it does not require action on the part of KCET, please thank the caller for their comments and OMIT putting comments in the field (do not tell caller that your can't or aren't putting their comments in). Verify, verify, verify! The closing screen is your very last chance to catch any possible errors. Make sure you VERIFY!

19. MORE ABOUT THE COMMENTS MODULE WHAT WE DO NOT ADD DO NOT ADD THE FOLLOWING TYPES OF INFO TO COMMENTS "Already a member" "Member #254277-698" "Pledging for Frontline" "Mrs. Smith is making this donation mainly because of NewsHour." "Don't duplicate membership" "Sesame Street is my child's favorite program." "I love your programming!" "Ship to: Mary Jones, PO BOX 1433, Ogden, UT 84404" - (KCET has its own shipping module within script that you MUST use) "Child's name: Ricky Martin, age 3, DOB 2/14/03 kid's club" - DO NOT gather any child information within a pledge.  Consent form must be completed for child. "Rush delivery/shipping." or "Please send ASAP." Failure to abide by these guidelines will result in errors being logged.

20. MORE ABOUT THE COMMENTS MODULEWHAT WE MAY ADD "No shipping" "Member is currently receiving 2 separate mailings, please remove one." "In memory of Susana Smith." "Please add 6 more tickets, only room to select 4 from gift list.  Pledging for a total of 10 tickets." If you have any questions, please get with your Team Lead. To prevent errors always confirm comments in Main Chat.

21. KCET Shipping All thank-you gifts will be shipped out 6 to 8 weeks from receipt of payment via 4th Class Media Mail, do not promise any sooner! Also, remember when installments are selected thank-you gifts will be shipped out after last installment has been received.

22. Soft Skills Follow These Tips For A Better Phone Presence Smile when you are talking on the phone; your voice will sound more pleasant and put the caller at ease. Use vocal responses, not silence, to signal to the caller you are listening. Learn to multi-task efficiently; if the caller senses your distraction they may be offended that they do not have your complete attention.

23. RESOURCES www.kcet.org KnowledgeBase Article 51 – Member Services Information Knowledgebase Article 1632 – Membership Levels Knowledge Base Article 798 – Kid’s Club Calls Without Walls – KCET Scripts

24. Phyllis ida Concordia phylomina@gmail.com www.phylomina.com