Definitely. We find that it is simply human nature for students to ask the same question more than once. It can be for several reasons such as being nervous about going to college for the first time or perhaps the prospective student is researching and comparing schools and programs. The institution where I work not only provides a catalog but also an admissions information booklet so that students can have the answers to their questions in writing too. In fact, for one program we offer involving immunizations, we provide a list of frequently asked questions so that the prospective student may refer to if need be. Also, all of this is in addition to individual appointments where students get this information and are free to ask any question to aid them in finding a school and program that is right for them.
I love student questions. This is an opportunity to get to know the prospective student as a person rather than just an "enrollment' . We have extensive, in-depth written Q&A's that are always being updated to stay ahead of the information curve. There is a lot of misinformation out on the internet. Our agents must be aware of what is out there and know how to answer any and all questions.
All the Q & A's are written in a conversational tone so the prospective student feels at home with the agent. We also train the agent to ask questions of the prospective student so we can make sure they have all their questions answered. They need to know they can ask anything-even if they are afraid their question may offend the agent. We attempt to answer all questions but are not afraid to say, 'I don't know the answer - let me find out and get right back with you.' We treat all prospective students as if they were a good friend.
Yes, FAQ's from prospective students is thoroughly covered in our New Representative Training Handbook and e-modules.
We have a student catalog that has frequently asked questions. We advise the students before our demostration of how our online platform works-to look at the catalog or they can revisit the catalog at anytime during the enrollment process.
I'm at Fortis College Online, and yes, they do. They prepared me for all different types of people and questions that I would encounter on the phone. Granted, they can't do all of them, but most of them were covered.
Yes my school does provide us with access to "frequently asked questions". We have an internal intranet link and resource library that we can utilize to find answers to questions. In addition our Human Resource Manager is available to point us in the right direction if needed.
Yes, our school has given us a list of frequently asked questions.
"Frequently asked questions" during interviews are not so much the issue we face. They usually tend to be the sort that deal with schedules and courses available. We are trained from day one on what we are allowed to say, and what we aren't. Our boundries become who we are. With so much attention being placed on compliance these days, I can understand the need for vigilance and concern in this area. If a question comes up from a prospective student that enters a sensitive area, we politely demure from answering it referring the student to the financial planners or the department most likely to be able to answer it.
We understand that while we are here to enroll students, there is a certain amount of personal interaction that is needed to put the student at ease in a stressfull situation. Without stepping over the line and becoming counselors, still we do need to be approachable and a person who can be trusted.
At first, I wasn't entirely sure where I would find that but then I asked a fellow co-worker about it. She explained to me that our "Student's Right to Know" section is where all that information would be found. If they had any questions after that, that is when we would assist them with any additional information.
We also have a copy of our catalog on hand at all times so we can also use that information as well. During training, we were required to go through the catalog and learn everything about it.
We have the basics covered when it comes to FAQ's. The most difficult aspect, I believe, is dealing with those really hard personal issues that each student may have. I think having a basic general FAQ is great, but nothing really helps answer questions better than getting to know your student needs and then finding any and all help that can assist that student with their goals of graduation. It can be taught on many levels; however, time on the job is really the best way to learn in helping students who have really difficult situations.
Yes my school does provide me with a frequently asked question handbook that I keep on my desk to refer back to if I do not know how to answer a prospective students question.
My school is wonderful with providing us the information we need to talk with prospective students. We are always receiving new information and being asked questions ourselves as to what we think students might like to see in the future or how we can make our information more user friendly for the students.
We discuss frequently asked questions at nearly every meeting. Some answers are easy, but often teenagers are looking for specific answers (especially in regards to finalcial aid) not realizing that there are a hundred factors that determine the correct answer to their specific need. We try not to generalize, but direct them to the financial aid staff at our school.
We are required to answer certain question with compliance information. I think this is a good idea because it keeps everyone on the same page. If left up to individual representatives the answers can very by interpitation.
Yes. We have a multimedia presentation that we go through with each individual prospect. Most of their questions are answered within this presentation.
Compliance is extremely critical at our school as well. Each rep has a list of Admissions Don't's & Do's pinned to the wall of our cubicals. Weekly meetings to be sure every reps on the same page when it comes to information provided to student.
Any materials, resources (ex. websites, handouts, etc.) are to be approved by corporate before discussing or giving to student to be sure there is no misrepresentation, guarantees or other.
Yes, they do. Although after reading some of the posts I don't think that we get as many as some schools. Our programs are much shorter and we don't take financial aide.
Yes the school I work for does. We also do weekly or bi-weekly meetings to discuss any new topics, questions etc.
My school does provide me with answers to frequently asked questions. I meet regularly with the departments that are part of the enrollment process to get answers. I also consult our handbook where answers to nearly every question that comes up can be found.
Our school does provide use with a list of frequently asked questions that studes often as during the admissions process.
