How to keep prospects on the phone?
Change the tone in you voice. Get the called excited again. There is a reason the gave there information out.
Hi Kimberly,
This is exactly what I do with our prospective students. I had a lot of great things happen for me as a student, and as I share those experiences, the students enroll. It helps them tremendously to know that the person on the other end of the phone is not just a "salesperson", but an alumni who went through the same program.
One thing that you can always do is keep the questions you are asking open ended. You don't want to ask questions that are only yes or no answers. It is hard to keep a conversation going that way.
Be yourself...use your personality. Speak to the student like you would speak to a member of your family, friend, etc.
I think it is important to smile before you pick the phone, the person on the other end can tell. Changing your voice pitch during the call keeps it more intersting.
Excitement, enthusiastic tones in your voice and asking questions will get them to open up and continue with the process.
I totally agree with that. You need to be excited on the phone so the student gets excited as well.
Agreed! Asking questions to the student and being their "advocate" has worked well!
Stay confident and keep it real. I find that people are generally very sensitive about determining if someone is reading from a script. We have a script but it is only there as a guideline to go by. I find that people really appreciate a genuine conversation.
Be genuine and make the caller feel you're responding to their call as oppose to avoiding basic questions. Be pleasant and sincere ask the caller questions so they feel you're apart of their direction because you listended and heard what they were saying. Often times, we talk over the caller just to set the appointment and they feel like a number so they hang up and try again, by calling another school, or they 'NO-SHOW' your appointment with them. Make sure you use their name throughout your conversation and then say "Helen" let me bring you in to the school so that I can personalize your information to fit you and your situation, that you're talking about. I woull love to meet you and interview you in person and give you a tour. How's your schedule looking on Tuesday, at 11:00 a.m.? Good, let me give you directions, do you have paper and pin? Set the appointment. Don't be excessive in your verbage, be factual and concerned.
Stay in control of the conversation, relax, have fun ,sound and be positive.
Being yourself and optimistic is very important when speaking with prospective students. Persuasiveness and being forthcoming & truth is a must. Our students are street wise and can sense attitude, deceit, and "game" immediately. You want the prospective student to feel comfortable and relaxed so that they will let their guard down and listen to what you have to say.
I absolutely agree, most of the clients I talk with have a general idea of schools requirements and tuition. What they want to know is specific to their needs. So I need to take the time to let them settle into a comfort zone where they can begin to discuss their fears or concerns.
Absolutely!
A rehearsed set of bullet points will, 99 times out of 100, sound like a rehearsed set of bullet points over the phone. And 99 times out of 100, the prospective student will hear this and come to the conclusion that you are not interested in him as an individual but as a source of commission.
Don't stick to a script - use bullet points if you have to have some guidelines, but nothing makes you sound more robotic than just reading paragraph after paragraph
I agree, putting a mirror up by your computer is a great reminder to smile while you're on the phone. It really makes a difference when you're on the phone with a potential student.
I agree with that statement. Many times, our attitude sets the tone of the call. We must make it about the caller and sound excited about them taking such an important step to change their life.
The prospective student can tell if you are smiling a lot. Put a mirror up in your office and while you are on the phone look to see if you are smiling. :)
Sell yourself. Not your institution
Let the prospects ask as many questions as they want and continue to stay upbeat and excited on every call.
