Editing Renewal Phone Calls script (section)

= Preparation =
If you haven't made "cold calls" before, you should practice your opening line several times. Record it, listen to it, and determine if you need to make any changes. Once you are comfortable with it, make your first call.  It gets easier with practice. 

Check for duplicate contact records.  I spoke to Joe Austin who told me he (and his wife) had renewed a few weeks ago. Turned out he had renewed as ''Joseph'' Austin, creating a duplicate record. Enter the last name followed by a comma in the upper left corner of CRM and press enter. This will give you a list of all the contacts with that last name, with addresses.  If two have the same address and the first names are variations, like Robert and Rob or Bob, they should be merged. 

Before calling the member have a look at their record on CRM, especially their donations.  If they’ve made a donation recently, it should have been treated as membership renewal. Update their membership record or call someone who can (Matt, Keith, Jim) See if they live near one of our pub nights. Under "Activities" filter for Events and see if they attended any previous conventions. 

Have the Party phone numbers handy in case you want to refer them to the Party (416-283-7589 and 1-855-668-5423).

In anticipation of them giving you their renewal over the phone, you could pull up their Membership Record.  Click on <more> on the far right and click on <Renewal-Credit Card>.