1. The S.B.R.L. Caller Guide The Best Methods for How to Get Completions

2. Confidence is Key “Confidence comes not from always being right but from not fearing to be wrong.” Confidence is the key to overcoming hesitation.

3. You can do anything in life well by starting out confident. This means that before you start every call… you say to your self “I am going to start a conversation with this person and it is going to lead to a completion

4. Overcoming Respondent Hesitation Many times the respondent you call will not be immediately interested. This is your opportunity for you to convince them to take the survey. Remember, the longer they spend on the phone with you, the more likely they are to take the survey. Also, if the respondent is asking you questions about the survey, it is a good sign that they are interested and just need to be reassured so answer their questions with confidence. Confidence is the key to overcoming hesitation.

5. The respondent tells you that they do not have enough time. The respondent tells you that they do not have enough time. If this is the case, the best thing to do is to try to schedule a call back time. To do this, do not just ask if you can call them back. Instead tell them that you would be happy to call them back at a convenient time. Offer them some choices of when they can talk: For Example: “Sir may I call you back tomorrow night or this weekend?” Remember to get their name and put it in the call back notes with the phrase: Sir you asked me to call you back to take the survey at this time. Make sure to note any thing the interviewee was doing when you called so you can reference it later For Example: Mr. Smith said he had to go to church last time I called, ask about what he did at church that day.

6. What is the point of the Survey? Your response to this question largely depends upon the purpose of the survey. In many cases the survey helps the City of Rock Hill determine how to appropriate resources, improve city services, or offer feedback on quality of life issues in the city. This should give the respondent the sense that these surveys matter. This also shows why it is important for you to be familiar with the purpose of the survey prior to administering it.

7. What kinds of Questions will you ask? This requires you to be familiar with the survey so you can come up with some sample questions. For this survey, we want to know about political identification, a good sample question would be, “Do you spend time watching the news in the evening?” This question is a good one to ask because it is not intrusive like questions on income and race, but gives the respondent a good idea as to what to expect.

8. I don’t know enough to take the survey? In these cases tell them that it is okay because all we are looking for is their opinions and the questions we ask do not have a right or wrong response. You can also tell them that this is chance for the Government leaders to really hear what they have to say, and you want to help them get their voices heard.

9. They may also show hesitation about giving out personal information. In these cases you can reassure them about the confidentiality of the survey and also tell them that they do not have to answer any question they do not feel comfortable answering.

10. Many respondents will ask you how you have gotten their number. They may also add that they are on the national do-not-call list. In this case, it is important that you tell them that their number was randomly generated by the computer. On questions concerning the do-not-call list, all surveys run by academic institutions such as Winthrop University are exempt by law. If you explain this to the caller it should help alleviate their concerns.

11. A respondent may also ask you why you couldn’t call someone else. To answer this, simply tell the respondent that their number was randomly generated and that for the survey to be scientific you need their opinion.

12. Emphasize the importance of the survey. You can tell them that they are one of only a few members of the community participating in this survey and as a result the information they provide is particularly valuable. This sort of information given to the respondent may help them overcome their hesitation.

13. Sample Dialogue Caller: Hello. My name is ___________ and I am calling from Winthrop I am calling from Winthrop University. How are you? University. How are you? Respondent : (Man) Fine. Caller: We are conducting an important study for Winthrop University and Educational Winthrop University and Educational Television. (Pause) Television. (Pause)

14. Respondent: What kind of study? Why are you calling me? calling me? Caller: We are interested in your opinions about different political and social issues… it’s a different political and social issues… it’s a chance to get your voice heard. chance to get your voice heard. Respondent Respondent : (Man) Well, I’m kind of busy… Caller: I understand sir, our time is precious, in fact I know how busy most people are… but this survey is very important.

15. Caller: In fact, I found most people start the survey and before they know it they are done… Do you think I could ask you a few questions and see how far along we get before you have to go? Interviewee: (Man) Fine, go ahead. Caller: Great, lets get started…

16. …And then start the survey

17. You may still get some resistance from the interviewees, it really takes practice and finesse to get completions above being positive and confident. If they say something like: No I am not interested. I don’t want to do it. You can always offer to call them back at a “more convenient time.” Be Positive But Firm

18. “Sir (or Madame), I would like you to know that I wouldn’t offer these surveys unless I knew that they will help your community.” “This is a great chance for you to make your neighborhood a better place by talking to Me for a few short minutes. Will you help me?”

19. Remember Be Positive Be Positive Be Confident Be Confident Listen to what THEY say Listen to what THEY say Know your survey inside and out Know your survey inside and out Feel, Felt, and Found Feel, Felt, and Found Stress how important the survey is Stress how important the survey is Stress how THEY are important Stress how THEY are important Be Positive but Firm Be Positive but Firm