Tips on comments to avoid
Do you have any tips on remembering the correct approach to answering questions and how to avoid using a misleading statement?
Jerod,
We should never forget about the needs of our customers as they're why we are here. Good customer service should always be first.
Patty Aronoff
This is awesome, I think a lot of individuals forget about this because so many colleges become numbers driven and forget about the needs of the student.
Marguerite,
That is where ethics comes into play. If it is not the right fit then we should acknowledge that. But many admissions representatives are under the pressure to meet their numbers and even though we can innately sense that this is not the right fit in the student wants to enroll there's really no other option.
Patty Aronoff
eileen,
Many consumers would agree with you. As sales people, the job has a connotation of high-pressure. As consumers we don't like high-pressure. We want to come to the decision on our own.
Patty Aronoff
I have not been in that position yet but having been in other sales, I believe that we as sales people generally do too much talking and not enough listening. If we listen better, we will know their needs and point them in the right direction and to the knowledgable people who can help.
I think the focus should be less on "selling" and more on if your institution is a "fit" between the student and the school, keeping in mind the needs of the prospective student now and in the future. Thinking of the student will make you focus on honesty and integrity and lead you away from misleading comments.
Omar,
Absolutely! Honesty and integrity will carry forward.
Patty Aronoff
Be honest and realistic about what your school will do for the student. nothing is 100% so why try selling a lie. focus on your services, what can be done for them.
Catherine,
Repeat the question and make sure that you have answered it fully and correctly by having the students repeat the answer back to you.
Patty Aronoff
Sid,
Well stated! These are best practices in admissions departments. I thank you for your post.
Patty Aronoff
Well definitely avoid discussing salary range of any job during the interview process or at any given moment. Remember to never guarantee students they will get employment after graduation. Instead, bring up the institution Career services department and its ability to assist them in locating possible job offers and help prepare them for the real world opportunities. One of the best practises is to also always use open ended questions in order to get more information about student's concerns. As an admin rep, always avoid discussing financial aid in depth with students but instead set them up with a FA specialist. Also, never promise a student FA coverage, but instead state that the FA department could help in finding out whether they qualify for FA.
