Student Communication Playbook
Quick Links
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 & pre requested calls are assigned.
2. MORNING: CALL EUROPE.
- High Priority Leads are called.
- All Leads are called.
3. AFTERNOON: CALL AMERICAS, OCEANIA, ASIA.
- High Priority Leads are called.
- All Leads are called.
THE CALL
If They Don’t Answer
Review before calling.
Greeting – Reason – Follow Up – Blessing
Attempt 1: If No Answer
Voice Mail
Option 1: “Hi, it’s_____ from YWAM North Cascades, Youth With A Mission. You inquired about our Discipleship Training School online. I wanted to connect with you and answer any questions you have. We would love to connect with you so we will call again a few times over the next week in order to get connected. I’ll go ahead and try again tomorrow around the same time from a (360) or unknown number. You can call our office or respond to our email if you prefer a different time! Have a great day!”
Option 2: “Hi….I’m calling because I saw you were interested in our Discipleship Training School. I would love to connect with you and give you more information! We would love to answer your questions so we will keep trying to…”
Write Note
Email Template
“Intro- 1st. Attempted Call”
Scheduling Next Call
Call next business day after 1st attempt.
Attempt 2: If No Answer
Voice Mail
“Hi, it’s_______ from YWAM North Cascades, Youth With A Mission. You inquired about our Discipleship Training School online. I was reaching out to you again to try to connect and see how I could help. We will keep reaching out to you so we are able to connect, starting again on______day around the same timeframe from a (360) or unknown number. You can call our office or respond to one of our emails and let us know if you prefer a different day. Otherwise look for our call then! (Blessing)”
Write Note
Email Template
“Intro – 2nd Call Inquiry Detailed”
Scheduling Next Call
Call two days after 2nd attempt. (i.e if it’s Monday you would schedule a call for Wednesday)
Attempt 3: If No Answer
Voice Mail
“Hi, it’s___________ from YWAM North Cascades, Youth With A Mission. You inquired about our Discipleship Training School online. We’ve been trying to get connected you and unfortunately we haven’t been able to. We would love to answer any questions you have! We will try to get a hold of you one last time calling you again next week on_____ around the same timeframe from a (360) or unknown number. You can also call our office or respond to one of our emails if you would like to get connected with us before next week! (Blessing)”
Write Note
Email Template
“Intro- 3rd. Attemped Call”
Scheduling Next Call
Call 1 week later. (i.e. it’s Tuesday then you schedule the call for Tuesday of next week)
Attempt 4+: If No Answer
Voice Mail
“Hi, it’s________from YWAM North Cascades, Youth With A Mission. You inquired about our Discipleship Training School online I wanted to connect with you and answer any questions you may have. We have been trying to get connected with you for the past week or so, but unfortunately we haven’t been able to get a hold of you. This is the last time we’ll reach out you, but if you are still interested and would like to connect with us please please but feel free to reach out to us at +1 (360) 220-5954 or and to one of our emails. We hope to hear from you soon!(Blessing)”
Write Note
Email Template
“Intro- 4th Attempted Call”
Scheduling Next Call
If no contact, make contact dormant. Do not delete the contact. Simply close the task, but leave the lead. If the lead reaches out to us we will still have their information, but if you delete the lead we will lose all information.
GOING OFF SCRIPT: WHAT DO YOU DO?
If They Don’t Answer
Review before calling.
Attempt 1: They Answer, But It’s Not A Good Time
“Hi, it’s_____ from YWAM North Cascades, Youth With A Mission. I saw that you inquired about our Discipleship Training School online. I don’t know if this is a good time or not, but if you had a couple of minutes I wanted to answer any questions you have. Would right now be okay?”
“Right now actually isn’t a good time.”
Option 1: “Okay! Sorry to have caught you at a bad time! When would be a good time to call you back?”
Option 2: “I’m sorry we caught you at a bad time! Would it be okay to call you again tomorrow? Or do you have a day that you prefer best?”
Write Note
Email Template
“Intro- Call At a Different Time” (According to the timeline of the call schedule)
Scheduling Next Call
Try to schedule the call according to their preference, but you can still treat it as a “1st Attempt Call” or “3rd Attempt Call” depending on what it is. If this was going to be the technical fourth call, the last call, do not treat it as such. Meaning, don’t close the task, and schedule a call as they asked.
Attempt 2: Returning a Scheduled Call; No Answer
Voice Mail
“Hi, it’s_______ from YWAM North Cascades, Youth With A Mission. We tried connecting the other day but unfortunately it wasn’t a good time for you. You had asked us to call you back at this time and day we could answer your questions about our discipleship training school. Unfortunately it looks like it’s not a good time again. We will keep trying to connect with you though! We will call you again on______ day around the same timeframe from a (360) or unknown number. You can call our office or respond to one of our emails and let us know if you prefer a different day. Otherwise look for our call then! (Blessing)”
Write Note
Email Template
Choose the template that fits according to the timeline of the call schedule. Meaning, if this was the third call, send a third call template.
Scheduling Next Call Again, schedule the call according to the timeline of the call schedule. If this is the fourth call, leave it as such.
Connected Call: The Script
It is critical to keep this call short and focused.That doesn’t mean you have to be short with them. The point of this call is to get them in the door and make them feel comfortable. BUT, we don’t want to ramble or act unsure!
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.
It’s important to be focused and alert and ready for a connected call. Think ahead of time how you want to introduce yourself.
2. See What They’re Interested In
“Hey, it’s ______ from YWAM North Cascades. I saw you filled out a form asking about our Discipleship Training School and wanted to answer any questions. Is this a good time? If it is I would love to answer any questions you have!”
They answer:
“I love the idea of traveling and spending time with other people like me.”
If they need some help, ask them some prompting questions. (See bottom of page.)
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 Transition
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, and keep them concise. Once you’ve answered a question and given them information, it can be helpful to continue with prompting them. Try to end by saying something like, “I hope this helps you understand more and answers your questions!” or “Does that give you a better understanding?” It’s important we keep the conversation going as they may not know where to go on after asking their questions.
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 $7000 total for all 5 1/2 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.
See FAQs at the bottom of the page for more examples.
4. Get their Timeframe
Continue the promptings by asking them if they’re interested in doing a DTS and share when our starting dates are.
“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.”
Once they’ve given you an idea as to when they would do it, wrap up the conversation.
Enter Into Notes
The timeframe and reasons for it are important for whoever calls them next to know. Make sure to include this information in your notes.
5. Communicate Urgency
As you segway into the end of the phone call, communicate your desire to stay connected. A good example would be saying something like:
“We would love to stay in contact with you as you think about DTS. Would it be okay if we give you call in two or three weeks? That way we can answer any questions you may have still and see if you’re still interested in DTS.”
“Yeah that sounds good! I’d love to stay in touch!”
“Great! We will reach out to you again in______ ! I’ll also send you an email with more info that you can respond to if you wanna get in contact with us before then!”
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.
- “If you have an idea of when you would come, I recommend you still fill out an application even if it’s a year off! This helps you plan a lot easier!”
6. Close
Inform them you’ll call again.
Schedule this in Zoho.
Pray/Close:
“Well, if you don’t have any other questions I would love to pray for you before I let go? Is there anything specific I could be praying for you?”
Don’t push prayer if they don’t want it. Also, sometimes people don’t have anything so you can just pray what is on your heart.
Share word:
Pray and this is where you share any word or encouragement (without being weird). If you don’t have a word that is okay! Just as long as you end in prayer! Don’t end the call without praying!
Write Note
Email Template Intro- Completed Call
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.
Attempt 1: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Email Template
“Follow Up- 1st Attempted Call”
Scheduling Next Call
Call next business day.
Attempt 2: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Email Template
“Follow Up- 2nd Call Detailed Inquiry”
Scheduling Next Call
Call two business days later.
Attempt 3: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Email Template
“Follow Up- 3rd Attempted Call”
Scheduling Next Call
Call 1 week later.
Attempt 4+: If No Answer
Voice Mail
“Hi, it’s ______ 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. We’d still love to connect with you again, so if you’re still interested in DTS you can call us back at +1 (360) 220-5954 or reply to any of our emails.”
Write Note
Email Template
“Follow Up- 4th Attempted Call”
Scheduling Next Call
If no contact, make contact dormant. Do not delete the contact. No follow-up call.
The Followup 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
- 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.”
See FAQs at the bottom of the page if the have more questions.
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 $35 enrollment fee.”
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 Zoho.
Pray/Close:
Share word:
Pray and this is where you share any word or encouragement (without being weird).
Write Note
Email Template Follow Up- Completed Call
How to Accept
1. GATHER 2 – 3 PEOPLE
Gather a group of 3 people to read over each application in Zoho. 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 Zoho and call the applicant immediately. Acceptance Call script is included in later section.
Offline Manual Tasks
Make and print student wall profile.
In Zoho:
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.
Attempt 1: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Email Template
“Acceptance Email Template”
Scheduling Next Call
Call next business day
Attempt 2: If No Answer
Voice Mail
“Hi, it’s ______ 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 or reply to any of our emails.”
Write Note
Scheduling Next Call
Call two business days later.
Attempt 3+: If No Answer
Voice Mail
“Hi, it’s ______ 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 or reply to any of our emails.”
Write Note
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. Say “I 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
Send Email
Write Note
Enrollee Call
If They Don’t Answer
Review before calling.
Attempt 1: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Scheduling Next Call
Call next business day
Attempt 2: If No Answer
Voice Mail
“Hi, it’s ______ 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.”
Write Note
Email Template
No Email
Scheduling Next Call
Call two business days later.
Attempt 3+: If No Answer
Voice Mail“
Hi, it’s ______ 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.”
Write Note
Email Template
“Enrollee Check In” send “Still Coming?” or “Remaining Enrollment Forms” if we have not connected with them in awhile and we have not received anything form them.
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. |
Intro/Follow Up Call Questions
What is the cost? “The total cost of the DTS is $7,000. 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.”
Long answer: “The DTS is split into two parts. The first part, the lecture phase, is three months and costs $3,500. The second part, the outreach, is $3,500. These costs cover everything during the six months except for your airfare and any toiletries or souvenirs you wish to buy. 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.
What does this cost include? Will I need to buy my own food? “The cost includes housing, food, ground transportation, and school supplies and books. Your airfare to Washington and any personal items like toiletries or souvenirs are not included.”
Do you give out scholarships? Scholarships are an option if this is a big need for you. If you are in need of financial help for the DTS there is an application you can fill out for approval. Would you like for me to send the application?
Where do we go for the outreach? “We generally go to North Africa, Central Asia, and South Asia”
I have food allergies, will you be able to accommodate them? “We always try our best to accommodate anyone with a food allergy and provide options that you are able to eat if the meal provided is something you aren’t able to eat..”
Can I still work during the school? “DTS is a unique time in your life and should be your top priority for the six months you are here. It’s also a very busy time and having a job can take away from the amazing things that will happen.” (The answer is no).
Can I still attend school? “DTS is a unique time in your life and should be your top priority for the six months you are here. It’s also a very busy time anything outside of DTS, such as online school or any other outside education, can take away from the amazing things that will happen.” (The answer is not)
Enrollee Questions
When is the money due? “All of the money for the lecture phase, $3,500, is due upon arrival. The first $1,000 is due one month before you arrive. The payment for your outreach, $3,500, is due week 4 of lecture phase. We know that for some people this might be harder to accomplish than it is for others. If you have any trouble you can email us and your school leader will work with you.”
What if I am not able to get all of the money turned in on time? “We understand that not everyone may not be able to turn in the money on the dates we ask you to. If you at any point are struggling to get your money in on time, please communicate that with your school leader and they will work with you. We don’t wish that money would discourage anyone from coming so please don’t ever be afraid to reach out to us when it comes to this.”
When are all of the forms due? “We ask that everyone turn in the forms as soon as possible. The latest we ask you that you turn them in is on your arrival date.”
When do we find out our outreach location? “You normally find out your outreach location during the third week of lecture.”
Visa Waiver Countries (ESTA Program)
A – J
Andorra
Australia
Austria
Belgium
Brunei
Chile
Croatia
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
Poland
Portugal
San Marino
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
Taiwan
United Kingdom