I believe its a combo- people skills and attitude/enthusiasm are the most important elements. If they like you, they feel that it is ultimately their decision it will put them at ease - therefore resulting in an enjoyable / exciting life changing experience- if you come across as a sales person- or try too hard to sell the school then it comes across to them like they are just a number or paycheck.
Carrie, thanks for sharing this. I'm curious, where do you see the other elements falling?
Dr. Jean Norris
People skills and sales skills - People skills give you the ability to build the necessary relationship you need to have with your student. Sales skills give you the ability to deliver the information in a way that makes sense and help with understanding exactly what your school has to offer.
The most critical element to the admissions professional is Attitude. You can probably teach the other 3 key skills and since Attitude, being 50% as the #1 key skill for an admissions professional is saying alot. The admissions rep has total control of his attitude and energy level. Their belief in the product should be exuded during the interview process and how they deliver the presentation with confidence and positive energy should help give the student some warmth and trust factor.
I would have to say that people skills and attitude are very important in the process of treating students ethically. It has to do with getting to know the student and treating them the way you would want to be treated.
Susan, it sounds like you have a great approach with your job and your positive attitude and enthusiasm will project to the students as well. Great job.
Dr. Jean Norris
Attitude and people skills are the most important. I have been working in Admissions for almost a year and the most important thing I can do is help students make a knowledge based decision, to be truly interested in what is best for them. We are a small college and I will be seeing these students frequently and I want them to know that I care about them as people and not a number to be met.
Corin, absolutely. Rep's must be 100% competent in all four elements in order to be a credible and positive representative for the school.
Dr. Jean Norris
Josh, great question. While it is important for reps to be 100% competent in all 4 areas, the percentage of time focused on each area may be up for discussion. Product knowledge is extremely important and it's something that a person needs in order to be successful in any position.
Dr. Jean Norris
I would say all four elements are the most critical. Without the people skills you can't get the prospective student to feel comfortable to want to listen to you in the first place. Your attitude has to be upbeat and happy all the time because work never rests and if your attitude is bad then your work fails. If you don't have the knowledge or sales skills then you look incompetent at your job. All of these things go hand in hand at helping you become the best representative you can be for your school.
The lesson puts product knowledge at only 10%, but the overwhelming consensus from working professionals seems to be that it is the most important (which I agree)...any thoughts on this gap?
Interesting point Renee. I'm curious, do you think that product knowledge can be taught?
Dr. Jean Norris
Product knowledge is extremely important because a sales person needs to know what it is they are selling and be able to talk about the product with ease. I also think people skills and attitude fall closely behind product knowledge. Selling is about relating to the customer and getting the customer to like you. If you can do this the customer will more likely trust you and ultimately buy into whatever it is that is being sold.
Connie, sure, people skills are always important in that initial impression. I'm curious, where do you see the other elements falling?
Dr. Jean Norris
Tina, thanks for sharing this tip. This shows a combination of people skills and attitude. You seem to have a great approach in order to be aware of and improve your attitude when needed. Great job.
Dr. Jean Norris
I want to say "people skilss". I believe that making your first impression is always important in connecting with the prospect.
for me I genuinely like people, I think this job would be next to impossible if we wern't people persons. When I do get into a slump, I close my door, pull up youtube and watch motivational speakers like zig zigler, anthony robbins etc.
Tina, thanks for sharing this. You are definitely on the right track here. So if attitude and people skills are a large part of the job, then what things can be done in order to enhance those skills?
Dr. Jean Norris
Guilyne, that's a great point. So tell me, what do you do when you are in the situation you mentioned above?
Dr. Jean Norris
Attitude is a key factor, student come to us when they are searching, looking for guidance and needing a change. If we do not have the right attitude they will look for someone else to lead them. 2nd is people skills, they need to trust that we have their best interest in mind, if they feel we are simply trying to enroll them, they are likly to not enroll, or be a cancel. 3rd is Product Knowlege, being able to guide them with knowledge of the road they are on. The last being sales, as if you are doing all of the above, the sale will follow that both the prospect and rep feel good about. Thats my opinion.
