Miriam:
Interesting comment. I would say if you have a great attitude you would get product knowledge! It's the one that is most important!
Kelly what you say here makes a good point. Yet I would submit that it all begins with an attitude. If you do not have the attitude to want to focus on all of these then you won't do a good job of understanding the products or caring to have good people skills. Just a question, is it proper to have prospects talking to current students?
Attitude is the most important element for the admissions professional. A bad attitude, regardless of the reason for it, can come across as apathy for the institution. In some cases, it can even portray a negative attitude toward staff, faculty, or any other aspect of the institution. If that happens, it will be extremely difficult to keep a student's interest in the school, no matter how good your product knowledge, sales skills, or people skills.
The most important is attitude, it carries the most weight at 50%. It is what keeps me on track to doing a grat job and doing what is right. The willingness to have a great attitude for each student is important in maintaining am ethical approach. It takes energy, focus and committment to do this job right!
So true! First impressions are some important and taking the time to build your credibility throughout the conversation can help a lot. How can we build our credibility with our students? How do we demonstrate that we are trustworthy and knowledgeable?
They are all important, but if you don't come across as trustworthy and knowledgeable, then you won't be succesful. Unfortunately people are judged on first impression so it is important to be credible.
That's a great approach Kelly. You're right, today's student is more savvy than ever when it comes to the 'salesy' approach and they certainly know when they are being 'sold'. Encouraging your students to make an informed decision is a positive approach which will hopefully help to enroll more of the right students. How do you feel that approach has been working for you?
I feel that all four elements (product knowledge, sales skills, people skills, and attitude) are critical to an admissions professional because each area dictates how well you can help a potential student. Since our job is to serve students in an ethical fashion I feel that product knowledge, people skills, and attitude are the three most important and would say sales skills is actually less crutial. I find that potential students and their families prefer a non-salesy approach and open communication about their concerns or questions. I also am very open to encouraging students to check out other schools so they can feel they made the most informed decision as well as to talk to current or former students to hear more abour our program.
I'm assuming that's the order of importance from your perspective? What do you feel contributes to people skills being #1 for you?
#1 People Skills
#2 Product Knowledge
#3 Attitude
#4 Sales Skills
Miriam,
Ah yes...all components are necessary indeed! And each of us needs to be 100% competent in each area. The problem we see is some elements are overused and others need more work. What do you feel?
Dr. Jean Norris
Hello. By now the 4 elements have been chosen to be crucial in becoming a successful admission officer. All of them bring different elements to the table. For instance, a great attitude opens the door for a the other 3 elements to work well. However, a great attitude without product knowledge will have a short life.
Very well stated Laura. Attitude is a choice and when we demonstrate a positive attitude it impacts the students and the people around us.
I think that attitude always comes first. It's important to believe in what you're doing/selling, which then leads to a positive interaction with someone. You're more likely to be ethical, and people are more likely believe & trust you, if you can really get behind what you're talking about. More often than not the students I enroll speak positively about their experience meeting staff memebers who are enthusiastic/positive about what they do to support students - they also say this is one of the reasons they chose to enroll at our school. People want to be around positive people!
Theresa, it sounds like product knowledge is important to you as it creates a level of credibility. Great point. What do you think about the other elements?
Dr. Jean Norris
Product knowledge is critical. It helps the student instinctively build trust in you if you have full knowledge of the facets you are discussing. Established trust creates ease throughout the process and allows them to listen openly rather than remain suspicious and defensive.
Monica, yes, product knowledge is extremely important. I'm curious, what types of training do you do to make sure you are up to date on product knowledge pieces?
Dr. Jean Norris
All elements are critical to be an admissions professional. Product knowledge is critical because they have to know how to answer ALL questions about what they are selling. Sales skills are important because you have to know what to do in a structured process if you ever get stuck on something. People skills are important because if you don't get into relationship with the person they will not want to come to your school or have anything to do with you. Sometimes you have to dig deep into their personal lives to find out how you can help them and to make sure that they are going to be able to commit to finish the program. Attitude is important because even with all the knowledge and the correct people skills you can lose someone just by the way you say something or if you have a smile on your face. The person wants to know that you truly love your job and love the product you are selling, even if it is a school curriculum. These are important to be ethical because if you only have sales skills but not product knowledge you can sell anything, but that is not what should happen.
I think that having great people skills is a key. Being as able to build rapport with the potential student is paramount. It will help in putting the student at ease, building trust, and getting to "core" element of why the student is ready to go to school.
You must have product knowledge of the product you are selling to effectively commuicate to the student what your attributes are which will enforce there interest and assurance in thier decision.
