Sounding robotic
If you use the same words and phrases with every prospective student, it takes away from your relationship. You have to relate with each one and every student is different.
Collins ,
We all have been given scripts to follow, but the reality is that we must have active conversations.
Patty Aronoff
I agree, potential students know when you sound like youre reading a script. Active listening is key. This way you can provide positive feedback and in turn gain trust in your candidate.
Lori,
Your smile will transcend even through a phone line or email.
Patty Aronoff
Using the prospective students name is very important. I always write the name down immediately and repeat it at the end of a phone conversation or when I'm finishing up with a school tour. I agree that you must use great listening skills and build a rapport with the students. These skills are important and will make your presentation seem not so robotic and will help you relate to the student on a more personal level...and don't forget to smile, even when you're on the phone.
Juan,
Trust is so very important in establishing a life changing relationship between the student and the school.
I agree with you Ben. There is definitely more of a satisfaction when the prospective student views you as someone they can trust. Rather than them having the perception that they are just another "number". Active listening and genuine concern pay a big role in this process.
Agreed on this; if you use the same phrases over and over again, even someone who has not spoken with you previously will be able to tell. In my opinion, nothing is worse than talking to a "scripted" sales person- it just sounds cheesy and cheap. Forming that relationship with each student--remembering their names, who their family members and occupations are, etc-- are what make a student comfortable with you. As a representative of the university/college, if they are comfortable with you, they are more likely to get to know the institution better and (hopefully) choose the school based on this relationship.
I agree for most part with this statement. Yes there is a basic script to follow and you have to be careful to stay away from any questionable words or phrases, however you must adapt the script and language you use to each individual prospective student. This is the most effective way to break the ice, build a rapport, and eventually begin a relationship in which the prospective student can begin to trust you as a representative.
Mark,
You will get a genereal feel from the feedback of the client whether or not to try harder or lay back.
Patricia,
Your post has brought an important facet to the forum, it is about specific needs and desires, not numbers.
Latoya,
Very good advice. We all want to believe what we say is important.
Timothy,
A script should be used as a guide to keep reps on track. To be used as the conversation verbatim takes away from the genuine or real discussion.
I think truly listening to a prospective student is the best way to avoid sounding robotic. By listening closely to what a student says in response to questions we ask, we tend to respond in a very natural manner. If we are more focused on adhering to a script, we tend not to listen as well and therefore the script becomes more important than actually receiving vital information from the prospective student.
I think the key to not sounding robotic is having a genuine interest in a prospective student's life and goals. People will always tell you what they need if you're willing to genuinely listen. The information that we give students will relate to each person in a different way. Our goal should be to find out what in that person's life connects with what we have to tell them and use that as a reference or segue into the information. That will not only keep us from sounding robotic, because we're having a real conversation with them, but it'll also give them a frame of reference for the information so they wont easily forget it.
I think that this is a great point. It can be easy to fall into the trap of trying to get students enrolled but we need to take our time and fully understand their reason for wanting to go to school. Sometimes, we will need to tell a prospective student that we may not be the right fit and we can only make that determination if we spend time getting to know them and their reasoning for pursuing an education. If we employ that logic when talking with prospective students, I don't think that there is anyway that we would come off as robotic. We do not use "scripts" at our school but have "talk tracks" which outline a framework for our conversations. This helps to prevent sounding scripted or robotic.
I believe that, if you are working in this industry, one should be driven by the goal to improve lives. If this truly is the moivation, then sounding ''robotic'' should be moot. By caring more for the students and less for the numbers, you are already offering a service that is personalized. Scripts are helpful, but in order to really be able to help each prospect, you have to probe. That probing will be different based on the prospect's needs and desires. By paying attention to those specific needs and desires, you can avoid coming off ''robotic'' because your concerns are genuine.
Mark,
I think sometimes we think we are sounding robotic but they are hearing terms and information for the first time. A very good practice to repeat.
Shanna,
I wholeheartedly agree. It is so difficult to undo misinformation learned from who they consider an authoritative voice.
Lacienne,
We all like to be recognized and called by our name. It shows more than a passing interest.
