Playbook 2018-04-18T22:56:16+00:00

STATUS TYPES

1. LEAD

Stage 1
New Lead
Stage 2
New Lead with Specific Program Interest

APPLICATION COMPLETED

Stage 3
Applied Pending Acceptance
Stage 4
Accepted but Zero Paperwork Submitted

2. ENROLLEE

Stage 5
Accepted & Some Paperwork Submitted

ENROLLMENT COMPLETED

Stage 6
All Paperwork Submitted & Fees Paid

3. STUDENT

Stage 7
Arrived

DAILY WORKFLOW

1. LEADS, APPLICANTS, ENROLLEES ASSIGNED

Leads & booked calls are assigned.

2. MORNING: CALL EUROPE.

  1. High Priority Leads are called.
  2. All Leads are called.

3. AFTERNOON: CALL AMERICAS, OCEANIA, ASIA.

  1. High Priority Leads are called.
  2. All Leads are called.

QUICK LINKS

NEW LEAD: THE 3 MINUTE CALL
LEAD: COLD FEET CALL
APPLICANT: CALL & PROCESS
ENROLLEE CALL
RESOURCE CHEATSHEET
SALESFORCE TUTORIAL

THE 3 MINUTE CALL

If They Don’t Answer

Review before calling.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. You inquired about our Discipleship Training School online. I wanted to connect and see how I could help. We will call again a few times over the next week to try and get a hold of you. I’ll go ahead and try again tomorrow at around timeframe from a (360) or unknown number.”

Text Message
“1st Attempted Call Template”

Email Template
“Attempted Call Template”

Scheduling Next Call
Call next business after 1st attempt.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. You inquired about our Discipleship Training School online. I wanted to connect and see how I could help. We try to get a hold of you one or two more times and I’ll call on X day at around timeframe from a (360) or unknown number.”

Text Message
“2nd or 3rd Attempted Call Template”

Email Template
“Inquiry-Detailed Template”

Scheduling Next Call
Call two days after 2nd attempt.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. You inquired about our Discipleship Training School online. I wanted to connect and see how I could help. We try to get a hold of you one last time and I’ll call on X day at around timeframe from a (360) or unknown number.”

Text Message
“2nd or 3rd Attempted Call Template”

Email Template
“Attempted Call Template”

Scheduling Next Call
Call 1 week later.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. You inquired about our Discipleship Training School online. I wanted to connect and see how I could help. This is the last time we’ll get in touch but feel free to reach us at +1 (360) 220-5954 or registrar@ywamnorthcascades.com.”

Text Message
“4th Attempted Call Template”

Email Template
Hi! YWAM here, our staff have tried to call you a couple times but couldn’t get through and you will be removed from our recruiting system, call us at (360) 220-5954 or respond to our emails to get in touch!

Scheduling Next Call
If no contact, dormant. No follow-up call.

3 Minute Call Script

It is critical to keep this call short and focused.

1. Prepare

Pre-Pray

If you get a picture don’t be weird with “the Lord showed me a waterfall symbolizing peace” say, “I really feel that this could be a place where you find peace.”

Call Prep

Think about the details you’d leave in a voice mail.

Enter their information from Salesforce into the application on this page in-case they apply:

  • Name
  • Email
  • Phone Number
  • Country
  • Track/Quarter (if available)

2. See What They’re Interested In

“Hey, it’s Jeremy from YWAM North Cascades. I saw you filled out a form asking about our Discipleship Training School and wanted to answer any questions. So, what stood out to you that made you fill out the form?”

They answer:

“I love the idea of traveling and spending time with other people like me.”

You open up personally about the SHARED VALUE in YOUR DTS:

I also love travel and YWAM has been an amazing way to do that with purpose. I was on an amazing team in Ethiopia with YWAM and go to hang out with orphans and talked to them about Gods love. It was awesome.”

3. Q&A Transaction

Note:

Don’t answer endless questions, only solicit one question. If they ask more by themselves that’s fine. Keep answers under 30 seconds if possible.

Solicit a Question:

“Is there anything specific you’d like to learn about YWAM DTS?”

They ask:

“How much does it cost?”

You answer both the Practical and Heart Question:

It costs $5500 total for all 6 months. That’s a lot for some people but we have always seen God provide and really will stand in faith with you as a whole school.

4. Get their Timeframe

“When would you see yourself doing something like this?”

They answer:

“I have tons going on with school and work and friends. Maybe in the Fall.

You Respond:

“You sound busy! Totally get it. Unless your plans change September could be a good early jump on point for you.”

Enter Into Application

Enter their program of interest into Application.

5. Communicate Urgency

Get Them to Apply:

  • “We do have a cap on how many applications we receive.
  • If you’re already feeling pretty interested I recommend you apply as soon as possible to reserve a spot. I’ll message details on that after we talk.
  • Or you can apply over the phone right now! It only takes about 5 minutes.”

————————

If “Yes”:

  • “Great, after we talk, our staff will pray over your application within 3 business days and, generally, we can accept you.
  • Sometimes we have pre-acceptance questions.
  • After being Accepted there is an enrollment process with things like healthforms and references and a $25 enrollment cost.”

If “No”:

  • “No problem, I’ll send you a link to fill it out later.
  • I do recommend sooner rather than later.”

6. Close

Inform them you’ll call again:

“Great, I’ll get in touch with you again later. Is there a time next week that would be good for me to followup?”

Schedule this in Salesforce.

Pray/Close:

Share word:

Pray and this is where you share any word or encouragement (without being weird).

APPLYING ON PHONE

Repeat long answers back to insure they’re right. Stop a few times and say “only 5 questions left”, etc. type fast bullet-points if you have to then go back after call and fill in details.

COLD FEET CALL

If They Don’t Answer

Review before calling.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. We talked earlier about our Discipleship Training School, and I wanted to connect and see if that was something you’re still considering and if you have any questions I can answer! We will call again a few times over the next week to try and get a hold of you. I’ll go ahead and try again tomorrow at around the same timeframe from a (360) or unknown number.”

Text Message
“Missed Stage 1 or 2 Follow Up Call Template”

Email Template
“Follow Up Email Template”

Scheduling Next Call
Call next business day.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. We talked a little while ago about our Discipleship Training School, and I wanted to connect and see if that was something you were still considering, and if you have any questions I could answer. We will try to get a hold of you one or two more times and I’ll call on X day at around timeframe from a (360) or unknown number.”

Text Message
“Missed Stage 1/2 Follow Up Call Template”

Email Template
“Detailed Inquiry Template”

Scheduling Next Call
Call two business days later.

If No Answer

Voice Mail

“Hi, it’s Jeremy from Youth With A Mission. We talked a little while ago about our Discipleship Training School, and I wanted to connect and see if that was something you were still considering, and if you have any questions I could answer. We will try to get a hold of you one more time and I’ll call on X day at around timeframe from a (360) or unknown number.”

Text Message
“Missed Stage 1/2 Follow Up Call Template”

Email Template
“Follow Up Template”

Scheduling Next Call
Call 1 week later.

If No Answer

Voice Mail

“Hi, it’s Jeremy from Youth With A Mission. We talked a little while ago about our Discipleship Training School, and I wanted to connect and see if that was something you were still considering. We’ve tried to get a hold of you a couple times unsuccessfully, so we won’t try to call you anymore. If you’re still interested in DTS you can call us back at +1 (360) 220-5954, book a call with us at the link we’ve sent you, or reply to any of our emails.”

Text Message
“4th Attempted Call Template”

Email Template
“4th Attempted Call Template”

Scheduling Next Call
If no contact, dormant. No follow-up call.

The Follow Up Call

1. Prepare

Pre-Pray

If you get a picture don’t be weird with “the Lord showed me a waterfall symbolizing peace” say, “I really feel that this could be a place where you find peace.”

Call Prep

Think about the details you’d leave in a voice mail.

Enter their information from Salesforce into the application on this page in-case they apply:

  • Name
  • Email
  • Phone Number
  • Country
  • Track/Quarter (if available)

2. Ask if they are still interested

Example: “Hey this is Nathan from YWAM North Cascades, we talked a little while ago about our Discipleship Training School, and I just wanted to follow up and see if that’s something you’re still interested in?”

If Yes: Continue on to next step

If No: Find out why. Example: “Ok I totally understand, DTS isn’t for everybody… Would you mind telling me what changed in the past week that caused that decision?” Then move on to the next step

3. Navigate Obstacles

Find out what is holding them up. “So what would you say is keeping you from just going for it and applying for DTS?”

They Answer: “I just really don’t think I can get together the money in time”

You Respond: “Yeah I get you, fundraising can be a really stressful thing… I really want to encourage you though that we have seen God come through financially for people so many times, and we firmly believe that if DTS is the right step for you then he will provide all that you need for it.”

4. Communicate Urgency

Get Them to Apply:

  • “We do have a cap on how many applications we receive.
  • Even if you’re only 50/50 about DTS, I recommend you apply as soon as possible to reserve a spot. I’ll message details on that after we talk.
  • Or you can apply over the phone right now! It only takes about 5 minutes.”

————————

If “Yes”:

  • “Great, after we talk, our staff will pray over your application within 3 business days and, generally, we can accept you.
  • Sometimes we have pre-acceptance questions.
  • After being Accepted there is an enrollment process with things like healthforms and references and a $25 enrollment cost.”

If “No”:

  • “No problem, I’ll send you a link to fill it out later.
  • I do really recommend sooner rather than later.”

5. Close

Inform them you’ll call again:

“Great, I’ll get in touch with you again later. Is there a time next week that would be good for me to followup?”

Schedule this in Salesforce.

Pray/Close:

Share word:

Pray and this is where you share any word or encouragement (without being weird).

ACCEPTANCE PROCESS

How to Accept

1. GATHER 2 – 3 PEOPLE

Gather a group of 3 people to read over each application in Salesforce. Two people is acceptable if the
school leader or training leader is one of the two people.

2. REVIEW APPLICATION TOGETHER

Whoever gathered the group leads the discussion. Discuss highlights, possible red flags and challenges.

IF ITS A PHONE APPLICATION

Whoever took a phone application must be in the acceptance prayer meeting and offer any additional details.

3. PRAY TOGETHER TO ACCEPT

When we pray, we are asking:

  • Is there anything to indicate that we should say no or that this may not be a good fit?

If the answer to these questions is No, then they are accepted.

  • When we pray, we are also asking for a general encouragement from the Lord for this person.
    • When we write out the words of the Lord for each student, it must be written as if it is being spoken directly to the student.
    • It must also be free of as much Christian jargon as to be understandable to each student regardless of their context.

4. WHAT HAPPENS IF ITS A ‘NO’.

Red Flags

If a criminal act, indication of a violent history or anything that could even possibly place students (including themselves) at harm is indicated in the application, a leader must be alerted and you cannot proceed with the process. Indications of current low moral character also prompt a red flag.

Qualifying Reasons to Say No

If we get a No, there MUST be a clear, tangible, and articulate reason that we can communicate with the student. Intuitions are not acceptable reason to say no.

Next Steps for a No (or if there isn’t unanimity)

If the answer is not a unanimous yes on whether or not to accept a student, then Director or Training Director are alerted and make final decisions on acceptance.

5. ACCEPTANCE TASKS

Enter the results in Salesforce and call the applicant immediately. Acceptance Call script is included in later section.

Offline Manual Tasks

Make and print student wall profile.

In Salesforce:

Manual Tasks to Complete:

  • Change ‘Accepted’ field/box to ‘Yes’
  • Send acceptance email.

Auto Prompted Tasks

  • Make acceptance phone call
    Add on social media

If They Don’t Answer

Review before calling.

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. I just wanted to call and let you know that we have prayed over your application, and that you are accepted into our Discipleship Training School! I’ll be sending you an email with a lot more information about DTS and some forms we will need you to fill out. We would love to talk to you and answer any questions you might have, so we will call again a few times over the next week to try and get a hold of you. I’ll go ahead and try again tomorrow at around timeframe from a (360) or unknown number.”

Text Message
“Missed Acceptance Call Template”

Email Template
“Acceptance Email Template”

Scheduling Next Call
Call next business day

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. I’m calling because I’d love to connect with you and answer any questions you have about our DTS or the acceptance packet. I’ll try calling again in a couple days. In the meantime you can call us back at +1 (360) 220-5954, book a call with us at a time that works for you, or reply to any of our emails.”

Text Message
“Missed Stage 4/5/6 Follow Up Template”

Email Template
“Stage 5 Follow Up/Prompt Template”

Scheduling Next Call
Call two business days later.

If No Answer

Voice Mail

“Hi, it’s Jeremy from Youth With A Mission. I’m calling because I’d love to connect with you and answer any questions you have about our DTS or the acceptance packet. I’ll try calling again in a couple days. In the meantime you can call us back at +1 (360) 220-5954, book a call with us at a time that works for you, or reply to any of our emails.”

Text Message
“Missed Stage 4/5/6 Follow Up Template”

Email Template
“Stage 5 Follow Up/Prompt Template”

Scheduling Next Call
Call 1 week later. Continue to call 1 week later until applicant’s school starts or school leader instructs you to mark the applicant dormant.

The Acceptance Call

1. INTRODUCTION

Introduce yourself. Let them know that a staff team has prayed over their application and they have been accepted.

2. SHARE ANY WORDS

Don’t say “I got a word for you” or be weird. SayI was praying and I believe that God asked me to share something with you. Would that be ok?”. Then share it.

3. EXPLAIN ENROLLMENT

Let them know they will receive:

  • Email with the Acceptance Packet (Info, Start/End Date, Financial Deadlines, Enrollment Forms).
  • Tell them after enrollment they’ll be mailed a book to read before arrival.

4. BOOK AIRFARE ASAP

Ask if they have airfare. If ‘No’ encourage ticket purchase before prices get high. Plus, having Airfare makes them much more likely to show up.

Explain Airport Options:

  •  Bellingham: closer, we will pick up anytime,  probably more expensive
  • Seattle: 2-3hrs’ drive away, pick-ups at certain times, otherwise take the BoltBus/Airport Shuttle, cheaper

5. CLOSE & PRAY

Ask: “How can we pray for you?”

Invite them to stay connected with us by following us on our social networks:

  • Facebook: YWAM North Cascades
  • Instagram: @ywamnorthcascades

ENROLLEE CALL

If They Don’t Answer

Review before calling.

If No Answer

Voice Mail

“Hi, it’s Jeremy from Youth With A Mission. I’m calling because I’d love to connect with you and see how you’re doing, and if you have any questions about DTS or the enrollment process that I can answer! I’ll try calling again tomorrow. In the meantime you can call us back at +1 (360) 220-5954, book a call with us at a time that works for you, or reply to any of our emails.”

Text Message
“Missed Stage 4/5/6 Follow Up Template.”

Email Template
“Stage 5 Follow Up/Prompt Template”

Scheduling Next Call
Call next business day

If No Answer

Voice Mail
“Hi, it’s Jeremy from Youth With A Mission. I’m calling because I’d love to connect with you to see how you’re doing, and if I can answer any questions you have about our DTS or the enrollment process! I’ll try calling again in a couple days. In the meantime you can call us back at +1 (360) 220-5954, book a call with us at a time that works for you, or reply to any of our emails.”

Text Message
“Missed Stage 4/5/6 Follow Up Template”

Email Template
No Email

Scheduling Next Call
Call two business days later.

If No Answer

Voice Mail“

Hi, it’s Jeremy from Youth With A Mission. I’m calling because I’d love to connect with you to see how you’re doing, and if I can answer any questions you have about our DTS or the enrollment process! I’ll try calling again in a week. In the meantime you can call us back at +1 (360) 220-5954, book a call with us at a time that works for you, or reply to any of our emails.”

Text Message
“Missed Stage 4/5/6 Follow Up Template”

Email Template
“Stage 5 Follow Up/Prompt Template”

Scheduling Next Call
Call 1 week later. Continue to call 1 week later until applicant’s school starts or school leader instructs you to mark the applicant dormant.

The Follow Up Call

1. FORMS & ENROLLMENT

See what forms need to be collected, see if they need help, encourage them to complete them.

2. FUNDRAISING HELP

Ask them how much they’ve been able to raise, give them personal encouragement, offer fundraising ideas.

3. LOGISTICAL QUESTIONS

If they have logistical questions, answer them. If you don’t know the answer, email them after the call.

4. DISCIPLESHIP

Help them navigate any discipleship challenges they are facing as they join DTS. Pray and offer counsel.

CHEATSHEET

Explaining YWAM

YWAM

YWAM is an international Christian ministry focused on Training, Evangelism, and Mercy Ministries.

North Cascades

North Cascades is a YWAM campus in the U.S. Pacific Northwest.

DTS Lecture

Through DTS we help young people grow their faith and find their calling through various themes.

DTS Outreach

We send teams all over the world especially in Africa and Asia where people have never heard of Jesus.

No YWAM Lingo

Intentionally avoid YWAM lingo, acronyms, etc.

Don’t Say (Examples) Do Say (Examples)
YWAM Base YWAM Campus
Intercession Prayer
Nations Different Countries
1-on-1’s Staff mentor
Father-Heart, Plumbline, etc. “God’s heart for people”, “Personal Change”, etc.

Visa Waiver Countries (ESTA Program)

A – J

Andorra
Australia
Austria
Belgium
Brunei
Chile
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Japan

L – Z

Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Monaco
Netherlands
New Zealand
Norway
Portugal
San Marino
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
Taiwan
United Kingdom

SALESFORCE TUTORIAL

Using Salesforce

Type this in Salesforce Explanation
Follow Up Call This is the only call task we actually manually create.
Attempted Call When logging an uncompleted call, always write Attempted Call.
Your Name when editing any task. For example: “Nathan – Left Voicemail”

Automatically Created

  • 1st Completed Call
  • Acceptance Call
  • YouCanBookMe Call

Logging YouCanBookMe

  • When you complete a YouCanBookMe Call, do not edit the task.
    • Instead, mark it as complete and then either edit:
      • 1st Completed Call
      • Follow Up Call
      • Acceptance Call
  • When a YouCanBookMe Call is unsuccessful, do not edit the task.
    • Instead, mark it as complete and then log it as an Attempted Call.

Manual Tasks

Lead (Stages 1 – 2)

  • Fill out phone application
  • Add notes to all completed calls
  • Schedule next call (Follow Up Call)
  • Send emails/reply to emails
  • Texting/replying to texts
  • Update Profile
    • Quarter interested in
    • New phone number or email
    • Etc
  • Change ‘Accepted’ field/box to ‘Yes’.
  • Move Stages
    • Dormant
    • Red Flag
    • Stage 1
    • Stage 2

Enrollee (Stages 3 – 7)

  • Add notes to all completed calls
  • Schedule next call (Follow Up Call)
  • Send emails/reply to emails
  • Texting/replying to texts
  • Update Profile
    • ‘Enrollment Fee Paid’ check box
    • ‘Pre-Enrollment Fee’ check box
    • Update visa section of Salesforce profile
    • Change ‘Visa’ field of application section
  • Move stages
    • Dormant
    • Red Flag
    • Stage 7