My top three elements are: Attitude, people skills and product knowledge. I believe that attitude is a huge part of the elements. If a person doesn’t have the upbeat attitude then the perspective student will sense it and it can make them feel unsure about the school. You want to make them feel welcomed not a burden. People skills go right along with this, you must be mindful of you conversation, word choice and information shared not to offended anyone. You may be speaking with the student that they thought was fine but their mother behind them found offensive. Lastly, product knowledge is very important in meeting with students. You cannot fully stand behind your school if you don’t know what makes it so special or standout above and/or beyond the rest.
tanya,
Excellent insights! Keep up the great work!
Dr. Jean Norris
Yes, that is what I am saying, and it will continue to help with building rapport.
tanya,
So it sounds as if you are saying that your prospective students will pick up this positive "vibe" from you, right?
Dr. Jean Norris
A positive attitude is necessary so that potential students feels comfortable and 'also positive' about their decisions of possibly attending your school.
Terrill,
Thank you for sharing your story with us. Your example clearly shows how important it is to choose a positive attitude and relate to people vs. selling them. All the product knowledge in the world wouldn't help you do what you did with this particular person either. Great example!
Dr. Jean Norris
Terrill,
Excellent insight! You hit on a key point and that is all the competencies are important but in this environment (and based on how people have changed their buying habits) some are less critical than others. For instance, as you point out, sales skills are ranked lower on the list.
Dr. Jean Norris
Marshall,
Very true! Product knowledge is important but, as you say, they can get a lot of this from other sources. What other skills/competencies can you bring to the table that will help them connect with you?
Dr. Jean Norris
Pegah,
Yes indeed! The majority of your success in the admissions profession (and many other positions) is based on attitude! Product knowledge is also important but don't forget that much of that information is already up on the web. Do you think there is anything else more important than product knowledge?
Dr. Jean Norris
If I may, I would think the best way to work with someone in which there isn't a fit would be to try and engage in a converstion with the student about his or her thoughts on their options. I have found most ppl are limited in their resources and their knowledge of what is out their for them. Sometimes one will come right back to you and your school. You may have helped them to discover there are ways in which this fit can work. Most of the time, you have helped that person discover something within themselves they never realized.
Last week I meet with a student who stated "I have always wanted to help people and I know massage is the best way to connect and help ppl feel good". I asked him (knowing that the student wouldn't be accepted into our program) what if you are unable to pursue massage, have you thougth about what else is out there. He said yes, but all I every thought about was massage. So I asked given what you have gone through in your life; what you have seen, where you are from, and the life you have lived: what did you observe as being something you have said in your mind, I would do that job differently or I would be a different____(you fill in the blank). He trule exclaimed with a great deal of energy, I would love to be a chief and cook meals that can feed the homeless as well as professionals. Food for the soul. I would also like to open up a restaurant in which all people would want to come there to eat.
There you have a person who thought his only option was massage, but knowing the schools we have in our area, he can attend those and achieve what he wants in another way...making ppl feel good about food and how food helps ppl feel welomed.
I feel three are the four are important. Product Knowledge, People Skills, and Attitude. Sales skills is tricky because when you think of sales you think of an auto sales rep or someone who is on commission for their salary. I feel the three I mentioned as being most critical. In an effort to be effective you most definitely need to know the "product" or information of your institution. A person must have the right energy, desire, committment or attitude to approach the position with confidence and comfort for the student. What goes with that is the ability to relate to each and every person in a way that he or she feels as though they are the most important person! It is very valuable to have those people skills as that will truly make the student feel a level of comfort and you are understanding where they are coming from and what their needs/desires are.
The goal of admission reps would be to ensure integrity when ever you are communicating with the student, maintain the right attitude toward each student not judging, be encouraging, and assist in their thought process, along with being approachable, helpful, and committed to helping a student succeed; just naturally shows how ethical you are as an admission rep and how ethical your institution truly is. If a student doesn't have that feeling of I like that person, they and the school values me, what I will gain from the school really wants me to succeed, and the information I received is credible; most definitely shows the student we are genuine, we care, and we are here for you to succeed.
Thanks for sharing Tanya. So what I'm hearing you say is that building relationships is an important piece of your role - you're right! People skills will certainly play a role in this. I'm curious though, how would your attitude affect your ability to build rapport?
Dr. Jean Norris
People skills, in my opinion, is the most critical. It helps build the rapport that is so necessary to move on to the next step ... if the prospect is interested in doing so. Without the rapport, it may/can be harder to move on.
If your knowledge of the product is sub-par all the sales/people skills and attitude in the world won't matter. The first lengthy conversation a potential student has is with the Admissions rep. This is the first impression the student has of the institution as a whole. The student should be able to make an educated decision based the information provided by the admissions rep.
Going back to the matter of trust. If the student feels that the rep lacks product knowledge they are less likely to trust any other information provided by the rep. With all the technology at our disposal the student will already come to the table with a large amount of knowledge. If a rep is not up on product knowledge they could lose all credibility.
I think a combination of product knowledge and attitude are the most important. I believe that an admissions professional's attitude is crucial to how they make a student feel from the moment they walk in the door. Having a positive, energetic attitude will aide in putting the student at ease and making them feel comfortable. Also, knowing about the school programs and other details, inside and out, is crucial in earning a student's trust. This will prove to them that you are knowledgeable and that they can look to you to provide them with answers regarding their school decision-making process.
I believe that all four elements are very important in the role of an admissions person but when you break it down to what is needed to do thw job effectively, I feel as though product knowledge and attitude are truly the most important. Yes, being in the admissions field, people skills and sales skills are important but without knowing the product effectively, how can one sale it? Also without the correct attitude, a lead or student may be turned off by the admissions person and not even consider the school because of it.
Isaris, that's a great way to put it. Yes, successful admissions representatives have a combination of all four elements. I'm curious, do you think one area outweighs another?
Dr. Jean Norris
I'm sure an admissions professional needs to have all of these skills to serve the student in an ethical fashion. You need to greet and treat the student with a good attitude. You must have good people skills and have complete knowledge of the course your student is inquiring about. Full knowledge of the school's background and educators will also help the student make a decision to attend your institution.
Great insights, Keisha. While it's important for admissions professionals to be proficient in all four competencies, attitude offers you the opportunity to connect with your prospective students in ways that are most meaningful to them.
Dr. Jean Norris
I think Attitude is most important in an admissions profession because it dictates it a person deals with us or not. I can be the most knowledgeable person but if my attitude it not positive, it will transcend to the prospective student.
