Iza,
The mirror is an excellent idea! It's a great reminder to keep smiling and conveying your positivity. Thanks for sharing!
Dr. Jean Norris
Thanks, Carrie!
Understanding that the student has taken a big step is great awareness! What specifically do you say to put them at ease and make them feel good about their decision to call?
Dr. Jean Norris
I do my very best to give it 100% of outstanding personality while on the phone. I keep a mirror in front of me at all times to ensure I see my facial expressions and I change my game face on to smiling. The mirror really helps me ensure that how I see my expressions will reflect on my voice. My goal is to always stay positive and excited despite any potential curve balls such as negative feedback that may be given by the prospective caller.
Great question, Aaron! The important thing to keep in mind is that it's all about the prospective student, not about you or your school. If you keep the goals and needs of the prospective student foremost in your mind throughout the conversation and guide them to their own best decision, the shift from "sales" to recruiter will be much easier.
Dr. Jean Norris
When I answer calls, I am upbeat and friendly. I try to portray to my prospective students that I understand what a big step they took in picking up the phone to place the call and how much respect I have for that. I want them to feel good about themselves for taking the initiative and calling for information. This also helps them to have trust in me and what I am saying. It is also a rapport builder. I try to gain their trust and respect so when I ask them in for a campus visit they are more likely to come.
We hold weekly and daily meetings with our RDOA and ADOA to help bring what can be done better from the day prior.
Question to ask, if you are relatively new the admissions field how can you adjust accordingly from a sales position to a recruiter?
Relaxed and confident. I like to ask people "How there weekend" or "are they looking forward to the weekend" when we begin rapport. It takes the pressure off of the student and begins a natural conversation. I love humor and always want to hear a laugh before I move on the the purpose or closing of the call.
No two phone calls are the same so there is no reason to do the same thing each time. Be original and learn how to be better by self analysis.
Barry, Interesting! What is the reason you think they are not responsive?
Elizabeth Wheeler
I really enjoy finding out why some one wants to change their life, and I feel that I can be very helpful in relating to my past experiences. I need work on not getting disappointed when they are not responsive.
Always have a smile on your face when speaking on the phone and the person can always tell and always
say at the end HAVE A GOOD DAY
Karina, Great awareness! By repeating what the caller said is a great way to demonstrate you are listening. Excellent job!
Dr. Jean Norris
My personality over the phone project confidence, assurance, believe that what I'm offering is going to make a difference in someone's live. I'm approachable and can make the caller comfortable to talk to me. Listening to their needs and repeating them back to them will wake the caller up and realized..Wow!! she/he is really listening to me!!..
Asmir, Great insight. Have you been told that you speak too quickly?
Dr. Jean Norris
My phone personality is upbeat. I show a lot of excitement towards the programs. What I can improve in is slowing down and talking slower.
Melanie, The Golden Rule is always a great model! Well said.
Dr. Jean Norris
Lindsay, What a great approach! Thank you for sharing.
Dr. Jean Norris
I always make an effort to relay interest and enthusiasm through my voice tone. I often remind myself of how I would like to be treated when making my own calls and that practice keeps me from falling into what could easily become poor habits.
I believe that I am very polite and professional. I am a happy person and are always very willing to help our students. I want them to feel comfortable and not feel intimidated by the process.
Maris,
Talking with a smile is important! You can really tell when someone does this, can't you?
Dr. Jean Norris
