I agree with Lauren's comment that all four play an important role, but that people skills is possibly the most important. I love it when a prospective student is on the phone and you can tell that they have their guard up. I sense their distrust and resistance in sharing information with me. As I continue to ask questions to learn more about them, try to develop rapport, they realize I do care about them and their needs and their attitude shifts. It is rewarding to me to have their guard come down and engage in the conversation willingly sharing information about themselves and their goals.
While all four elements are critical, I believe that attitude may be the most important. A person's attitude can have an effect on how they treat others; mainly his or her students. Essentially, a person’s attitude can have an effect on the other three key elements in the process. For example, if a person in admissions has a negative attitude, he or she may come across less friendly towards a student. This relates specifically to his or her people skills. At that point, product knowledge and sales skills become less effective because right away, it creates a negative impression on the student and the student is less likely to trust anything else the admissions representative has to say. The opposite of this example builds trust in the other three categories. These skills are all important to establishing trust, not only on an individual level, but also for the college or university one represents.
I resonate with your remark, Jon, that each person requires a unique approach. I often speak with someone who simply wants "information," and has no interest in building rapport. Then there are others who are mostly interested in the overall "feeling" they get from how they are treated by the staff and representatives. It is important to try to engage each client, while at the same time honoring their stated objectives, whether it is fact-gathering or rapport-building.
I completely agree with you, Bernard! We owe it to our clients to bring an attitude of willingness to find positive and creative solutions. Our energy must exclaim, "You are the most important factor! I am committed to helping you to achieve your goals, and am happy to do so!" Anything less will be immediately sensed by our customer, sending them a message that they may be better served elsewhere.
I think you are correct in saying that you need to assess your abilities to make sure that you serving your students effectively. My favorite professor in college always said it is important to make your weaknesses your strengths. Thanks for you insight.
I am convinced that attitude is by far the most important element for any person in sales! When I am the customer, I want to know that my sales representative welcomes me, that they believe my needs are important, that they will be honest with me even if it means sharing something that may sway my purchase away from their company. Having an attitude that says, "My job is serving you and I am excited to do so!" can overcome slight shortcomings in "sales skills" or even product knowledge. A salesperson with a good attitude will go to the ends of the earth to find the answer to anything they don't know. They may not have people skills, but it is easy to forgive them because of their caring focus on providing their customer with the very best.
I agree that product knowledge is important, but I think if you have a poor attitude or low energy good product knowledge will not sell the school. A lot of students can get what they need from a lot of different schools, especially with the online options available.
To answer the question, though- if I find that the student is not a good fit, I send them an email, give them my contact information, and wish them the best of luck! I remind them that I am always here if they have questions or change their mind, or know of anyone else who might be interested in attending our school.
I would agree with Rita. An enrollment counselor must possess knowledge of the product they are selling in order to ensure confidence in the prospective student. Me personally, I would put attitude before people skills. This is because someone might have great people skills but if they have a bad attitude, they may not effectively display those people skills.
Tina I agreed whole heartedly. I think you hit the nail on the head. Attitude is paramount, followed by people skills, then product knowledge and finally sales. People know you are going to try to sale them so they have their guard up and they are ready for that. But when you have a good attitude and they see that you are genuine and knowledgable they are willing to buy what you are selling.
I would emphasize the people skills and attitude. These prospective students talk to a number of enrollment counselors. It makes the difference if that one enrollment counselor is attentive to what the student needs. Just one interaction with an enrollment counselor displaying a slightly less than effective attitude could turn a prospective student away.
Building Report is . Why? I feel that if you can touch the person on that level you will be easier to give info. They can gather great info from you in there journey and would be able to make a great decision for them and their family. I want what’s best for that person and by Building a report with them I see them as a person not a number or just another student
I think all four elements are important but I will have to say the most important are first attitude, second people skills and third product knowledge. If you don't have a good attitude but you have product knowledge and sales skills, it really doesn't matter to the student. Attitudes are contagious, if you are in a foul mood you will put your prospective student in a foul mood and they most likely won't sign up for anthing. But if you have a good attitude your prospective student will be more likely to have a good attitude and be open to what you are saying. This is critical to serving students in an ethical fashion because with a good attitude you will be more likely to have more students register for classes and you will not be under pressure to have students register and you will not be tempted to pressure or press students into registering.
I believe that people skils and attitude are the most important of the four. Becuase you are able to build a better raport with the student and staying upbeat and postive as you are doing your raport building. This allows you to really understand why the student wants to attend your college and their needs.
I agree that attitude is 50% of the job. When dealing with many different people, changes in a process, and meeting certain expectations, it may get a little frustrating at times and its important to maintain a good attitude.
I believe that people skills is most critical to the admissions professional. People skills is a skillset that is not easily learned, typically it is inherited within the individual. The other four are either learned or completly in control. Building rapport is in people skills, trust is in people skills, this is ethical.
I was a little surprised about the 50% weight of attitude as opposed to the 10% product knowlege, but this makes sense. This is a really good reminder.
I agree. It seems to line up the other three as well. When you know your product, you have confidence and this affects your attitude, sales skills and people skills.
With the availabilty of information online, many students do the research of the product knowledge on their own, ahead of time. There may be a handful of questions that admissions reps would NEED to answer for a student, but overall, the student can find out most of the product knowledge on their own. Without a warm and open attitude, the student may not share enough specifics about their life and interest for the admissions rep to be able to accurately find the right program for the student.
Attitude, Product knowledge, people skill and then sales skills. I believe that the bettr attitude you have and confidence you show in your knowledge assist in your over all effort. People skills and sales skills just seem to fall into place when the first two are lined up.
For us it is people skills, attitude then product knowledge and sales skills. We have to keep the attention of the student on the phone for sometimes up to 30-60 minutes depending on their level of interest.
