All four elements are essential in being an admission professional. Although each individual component has value, we must build a solid foundation for consistency purposes to better serve our prospective students.
Davida, thanks for sharing this. I'm curious, can you explain further how you decided on this ranking?
Dr. Jean Norris
Lorrie, this is a great point. Yes, they all are important pieces in order to make you successful and ultimately help the student.
Dr. Jean Norris
1-knowledge, 2-people skills 3-attitude
I really believe that out of the 4 choices for an admission professional we really need to have knowledge and fully understand ALL 4 topics to be the best at our job that we can be. One topic aides with the other topic and knowledge is the best tool so if you know and have all the right tools admissions and making the student comfortable will all fall into place.
Great insight George. I like what you said about self-evaluations. These are critical and should be done often to make sure that you are putting the students first - always. It sounds like you take the time to assess yourself and in turn, it will help you build more meaningful relationships.
Dr. Jean Norris
Roberta, you are right. Thank you for your further explanation of sales skills. I love that you discuss these skills fitting in naturally and ethically which helps put the student at ease, I am sure.
Dr. Jean Norris
Wendy, I like what you said about believing in the school. That is such a great point. This will certainly impact your attitude when working with students.
Dr. Jean Norris
I believe that all four elements are equally critical to the process. If you are weak in any of the four areas it will effect your ability to reach students in an ethical an effective manner. Self-evaluation is very important. Be honest with yourself.
If I was to choose one as being the most critical it would be people skills. If you don't build that rapport and establish that relationship it may not matter how effective you are in the other three. That relationship connection is vital for the other three elements to be effective. If you do not have product knowledge,sales skills and the proper attitude you are compromising your ability to assist your prospective students in an ethical and effective manner.
Oh course sales skills are very important and needs to utilized in all phases of the enrollment process. I feel that the key is learning how to make selling a natural part of every other phase. In building relationships, we are basically selling ourselves to the prospective student, showing them through listening while we guide them in an ethical way with the correct questions. All of the four skills are utilized during the entire process.
Product knowledge is key along with the attitude around it. If the admissions rep believes in the school and programs, then the information on the school will be delivered seamlessly. I believe that most of us are in this business because we are good with people but the skills can always be sharpened.
Michelle, this is a great point. I agree - attitude is a big player in success. I'm curious, what ideas do you have to keep your attitude positive when meeting with students?
Dr. Jean Norris
I believe attitude is the most critical. It is the most critical because your attitude guides the interaction between you and your student. We all have bad days, but we only get one chance to make an impression on a student and when that call comes in or they walk through the door if our attitude isn't "it's time to change someone's life," they know it immediately. First impressions are lasting ones and no matter how good we are in the other areas, our attitudes can prevent us from even using them.
Gary, great point. Sharing that passion and excitement with students can certainly help build rapport with them.
Dr. Jean Norris
Thanks for sharing this Roberta. You are right - attitude is crucial in the success of building rapport with others and ultimately serving your students. I wonder, you mentioned three of the four skills here, what are your thoughts on sales skills?
Dr. Jean Norris
Attitude is the highest % of effort towards the successful enrollment process. Bringing passion to the students needs and interest in their success should help the student in their desicions.
1-attitude, 2-people skills, 3-product knowledge
Without the proper attitude you cannot serve your student in the manner they need. People skills allow you to listen and get the answers from your students to be able to give value to your product.
Product knowledge then allows you to show them that your program is a great fit for them and will help to get them to their goal/dream.
Bryce,
Excellent points! Some people are naturally good at some of these competencies and yet others require training. All are essential to sales success however the "weight" or "focus" from past admissions training programs has been heavy in sales/product knowledge instead of the others. We believe it's time to help people develop skills in these other areas - and yes....some things can be taught! :)
Dr. Jean Norris
I feel that all of the four elements are key to admission professionals but I believe that People Skills are the most important as it is something that can't be taught in my eyes either you have people skills or you don't. I then feel that Attitude is the next important step because that can affect everyone around you. As for Product knowledge you can't sell something you don't know and believe in. As for Sales Skills although they are a good base line I don't truly feel that you have to sell someone on education rather we should educate our students on the benefits of gaining an education and how this can help them change their course.
Christopher,
All excellent points! So how is an admissions professional suppose to keep their attitude in tip top shape? Any ideas on how you do this?
Dr. Jean Norris
