Day 4

Question 1

What is a Libunt?

Answer 1

Gave last year, not this year.

Question 2

What is a Scibunt?

Answer 2

Gave some years, not last year, and not this year.

Question 3

What is a Querie?

Answer 3

Think of it as a filing cabinate with subset folders in it?

Question 4

What are the 2 data return types, for Queries?

Answer 4

• Accounts

- Journal Entries

Question 5

What is the Query Criteria?

Answer 5

Simply the information given to the program to have the information that the query should meet.

Question 6

What are system Defined queries

Answer 6

Querie recogmendations that are allready preloaded within Etap.

Question 7

What are Standard Reports Reports

Answer 7

that are allready pre set within Etap.

Question 8

Do you need a querie every time you generate a report?

Answer 8

Yes. The reports look at the queries in order to give you a finnished result.

Question 9

What two things can help a client learn (Self Help) on Etap?

Answer 9

• The ‘?’ Icon on the top of the pages.

- The ‘Walk me through’ button on the top of the screen.

Question 10

What is the flow of the query? (From start to finish)

Answer 10

• Enter Data
• Group records together with a query
• Email that group to run a report on them
• Analyze results

Question 11

What is the difference between ‘Account Query’ and ‘Journal Entry Query’

Answer 11

• Account Query: List of accounts, and then data behind there (list of donors)
• Journal Entry Query: List of record (Like gift records)

Question 12

Would you see more results on account or journal entries?

Answer 12

You would see more records on a journal entry query.

Question 13

What does the ‘Data return type’ drop down box let you do while making a query?

Answer 13

This is where you decipher between account Vs. journal query.

Question 14

What are ‘Dynamic’ Vs. ‘Static’ queries?

Answer 14

• Static: does not update for future differences. (EX - if you want to see what donors gave in 2015, this would be a static queries).
• Dynamic: Every time you pull it up it refreshes. (Good for data queries that change.

Question 15

What are short key?

Answer 15

Essentially hot keys, can help you shorten your typing.

EX - Instead of typing a full thing, you can type only a cloud of keys and it will put in whatever you want.

Question 16

What are 4 types of phrasing of competent and incompetents.

Answer 16

• Unconsciously Incompetent
• Consciously Incompetent
• Consciously Competent
• Unconsciously Competent

Question 17

What does ‘Unconsciously Incompetent’ look like?

Answer 17

• “Do you understand what I am saying”?
• This sounds like you are making someone look inferior.
• Don’t use words like “Its self explanatory”

Question 18

What does ‘Consciously Incompetent’ look like?

Answer 18

• “Do you understand what I am saying?, Ohhh! sorry…”?

- Looks like you are catching your mistakes with the customer, and this is not good. (This can damage your credibility).

Question 19

What does ‘Consciously Competent’ look like?

Answer 19

• “Did I explain that well to you”?
• Putting ownership on yourself.
• This does not sound condescending.

Question 20

What does - ‘Unconsciously Competent’ look like?

Answer 20

• Beyond ‘Consciously Competent’

- Nirvana, like driving to work.

Question 21

What are 6 types of bad phrasing?

Answer 21

1. Pretending to know the answer.
2. “I can’t help you with that”
3. Starting your reply with NO!
4. (Not saying anything)
5. “I am sorry” (This saying is overused and outdates).

Question 22

What is RDO?

Answer 22

• ‘Research Development Operation’

- Updates for soft wear is every 2 weeks, this is the office that works on those, and they work based on priorities.

Question 23

What are helpful ways for time management (With customers)

Answer 23

• State the problem
• Identify the severity and timeframe
• Determine what actions need to occur to solve and by whom
• Reconcile typical timeframe based on severity
• Obtain agreement for next steps and document
  End on a positive note.

Question 24

7 steps for when the client gets angry?

Answer 24

1. Listen and let them vent?
2. Avoid Negativity
3. Maintain Confidence in your position.
4. Allow client to cool off
5. Solve the problem

6. Communicate what will happen next.
Follow up (Make sure you don’t)