Thank you for your post, Natalia! All four elements are important, but I think you're right about the attitude piece. Your attitude impacts not only your performance, but the energy of the prospective student as well.
Elizabeth Wheeler
Angela,
How true! Changing attitude is challenging, however it IS possible to change. What do you think are some steps admissions professionals can take to achieve this?
Dr. Jean Norris
I believe that attitude is really what builds to the knowledge you must gain, your sales skills and people skills. Without the proper attitude there is no moral. Attitude is what makes one successful and encourages others to follow.
I believe having a good attitude is more critical to the admissions professional because this is the energy you give off to the prospect.
Thanks for posting, Diana! These are great observations. Be careful when using the "why" question, though. Asking a prospective student why they want to go to school can put them on the defensive. What is another way you could word that question without using the word "why"?
Dr. Jean Norris
Diana,
Thanks for posting! You're absolutely right - attitude is key. What techniques do you use to ensure you have a positive attitude on a daily basis?
Dr. Jean Norris
I truly believe attitude is critical. We can teach product knowledge and sales skills. Attitude is much more challenging, if possible to change. With a great attitude, and the willingness to learn, connecting with others is easier. It is so very important to know your product, but all the knowledge in the world withOUT a great attitude doesn't get you very far. Our prospective students want to know we truly listen to their goals and concerns. Our goal is to build rapport and help them find the best path to reach those goals.
Attitude is 50%. This is a positive experience for the student to make sure both have the same goals in mind. Them going back to school and them feeling 100% with your institution.
Knowledge Skills:
Product Knowledge-It is very important to have product knowledge. Using the smart method was very helpful. Scheduling Options for student, Mandates and Laws, Accreditation and Researching Options, Discussing transfer of credits and our institutions policy. 10%
Sales Skills- making sure how comfortable the student sells and make sure the expectations are set and understood-15%
People skills- To build a relationship with student and ask them why the what to go to school. Ask questions to if there want a cup of coffee, how was their drive to the locations. To build a better understand of their commitment. 25%
Attitude- First impression are important. Make sure you have the student full attention. Have a positive attitude. 50%
Troy, Product knowledge is extremely important. What about attitude?
Elizabeth Wheeler
Product knowledge if you do not know your programs how can you explain to the student what you have to offer.
Shannon, Very well said! Thank you for posting!
Elizabeth Wheeler
I feel that all four elements (product knowledge, sales skills, people skills, and attitude) are critical for compliance and success within the admissions process and for an admissions professional. However, between the four elements, I feel, it is imperative that an admissions professional focuses even more on their attitude and people skill. The reason I believe this is because of its direct impact on the entire organization not only related to prospective students/candidates but also other divisions including Career Services, Student Services, Financial Aid, Education, and other internal employees. In addition, I feel those two specific elements are critical to serving students in an ethical fashion because a positive attitude and good people skills provides a consistent experience for the student each and every time they may visit the campus.
Jason ,
You are so right! Thank you for posting!
Elizabeth Wheeler
People skills and Attitude. Of course all of them are critical and work together but product knowledge and sales skills without the people skills and attitude to implement them are useless to an admissions professional. These days, an interactive website can serve the product knowledge portion. And sales skills without a great attitude and people skills can and will come off as "salesy." And as stated in the first module, consumers are too smart for that these days.
People skills along with the product knowledge combine with a great attitude with an amount of sales skills are all relevant and critical to the admissions professionals. Each admission professional has a particular job to do to facilitate the enrollment process and if done incorrectly or misleading to the prospective student then ethical behavior is then misrepresented and compromised. Ethics is the basis on which each institution stands and models its standards and protocols. These four elements combined together help to guide the prospective students to the right programs and institutions that will facilitate the education they will need in their various chosen fields.
Theodore, That's correct. It's important to be 100% proficient in each of the competencies. However, the ideal admissions representative has great people skills and a great attitude. What is the reason you think that is?
Elizabeth Wheeler
I feel that in an online for-profit school (such as the one that I work) that product knowledge and attitude are major contributing factors to a student-prospect's decision to enroll. Primarily, the attitude of an admissions professional should not only maintain a sense of expertise on their product knowledge (which fosters confidence), but also mirror-match that of an ideal student-prospect. Each student-prospect is different as every one of us is, but to always speak to them as the "ideal" candidate may provide an experience that they never felt before. Having a defied sense of these four elements allows a further understanding of our role as admissions professionals.
Monique, Excellent point! It's important to be proficient in all elements to be truly successful! Which do you feel is the most important?
Dr. Jean Norris
I believe all 4 elements are critical in order to provide an excellent and ethical student experience. You can be successful if you don't have all 4. For example, you cant fully help the student if you have an amazing attitude but no product knowledge. Also you need to have the sales skills ans people skills to help them through the process.
