Discussing Tuition
I realize that as an 'agent', we are not the primary source for the tuition/FA information. However, when we are asked questions, how do we address the ones we are not supposed to answer? Do we say "let me get somebody for you", "I'm not sure" - I don't want to lose the confidence of the student, by appearing less-than-knowledgeable, though I know I'm not supposed to discuss certain things.
I normally let them know that we have experts that can answer those questions and dont be afraid to tell them you dont have that answer but that the expert in the financial dept can easily and swiftly answer their questions. Dont be afraid to involve your cross-functional partners like finacial and student services, etc. It is a team that enrolls a student, not one person. the more you involve your cross-functional team the more they will work with you
I am still in my training to be a new agent and after observing a few veterens, the easiest way to keep their confidence is to let them know that financial aid will be discussed later in the presentation when they meet a FA Coordinator. Keeping the conversation going with the prospective student and not letting a question you can't answer hold you up will keep that rapport with the student. At the school I will be working for we have a whole presentation to go through that touches on the FA that we, as agents, can discuss but a FA rep is required to come in and discuss further with the student. Having this available is a great thing because the student will be meeting with the same FA person later for an additional appointment and they can already start to feel comfortable with them.
I would encourage the student to make an appointment to visit the campus to talk to someone in Student Financial Services to discuss what loans, grants, and scholarships they may qualify for. Not only will they get to see campus, they will also have the ability to have a face to face discussion and have some sort of idea.
I agree with you that it does get a little uncomforable regarding the tuition talk. I just finished training and was a little surprised by the way we have to go about speaking about the cost. That is such a huge factor for so many students that not being able to be upfront about it at the very beginning could get fustrating for the potential student. I understand there are rules and regulations, but the student may not really understand that, and just want to hear what it is going to cost them.
Thanks - it seems that just being honest, and letting them know you have a department (not experts, per our guidelines) dedicated to Student Financial Services helps.
This would never really work for us - we have and prefer our (prospective) students talk to our Student Financial Services department BEFORE enrolling. So, it's really the first step in the process.
This seems to be the most effective, when we cannot go any further. Sometimes, it's just a little frustrating for the student (as I can relate to) when they have to speak to somebody else.
I say " We offer financial aid to those that qualify. After we take care of the enrollment, you will meet with our financial aid director. He will walk you through the process of applying for student loans."
We are told to let the student know we have a Financial Aid Department with a staff that can answer their questions. Also, letting them know I am happy to help them by pulling someone into the appointment to answer some basic questions and even schedule a Financial Aid appointment where they can find out what they qualify for.
Samantha,
Tell them you will let them talk to the experts in financial aid.
Kimberly Stein
