rapport building
What are your best practices for rapport builf=ding on the phone in order to have the students actually show ?
Ailyn ,
Thank you for posting and for sharing your best practices! These are all great ways to build rapport. The open sharing of information over the phone is key!
Elizabeth Wheeler
Following are what I believe the best practices for Rapport building:
1. Active listening to the students questions on your school and programs of interest.
2. Provide effective answers to all questions, including discussing tuition cost if asked.
3. Do not make the phone call all about setting an appointment. Instead, find a common ground on which the student understands that visiting the facilities might allow them to create a whole picture to better inform themselves and have the best decision making.
Asmir, Interesting perspective! What is the difference do you think between like and trust?
Dr. Jean Norris
Rapport building is essential in registering student for your school. The student must like you first before he/she even consider going to the school I represent. Once the student likes the admissions staff member, it make it easier to go over the programs and figure out which one it the right one for them.
Nicole,
We call that the three R's - Repeat, Rephrase, and Reflect. You're absolutely right, by providing a recap at the end of the call let's the student know that you were listening to them and can help to build rapport. How can you also utilize the recapping of the conversation into the next steps in the process, whatever that may be after the phone call?
Dr. Jean Norris
I like to do more listening than talking when I am on the phone with a perspective student. Before ending a call I will recap the conversation to show that I was listening to what they were telling me.
Great approach Yolanda. Using open-ended questions typically encourage the person to share information about themselves especially if it is to learn more about a piece of information they already provided. How do you think this can help you as you move through interview process with a student?
Dr. Jean Norris
People love talking about themselves, instead of asking allot of questions over the phone, I ask questions which lead them to talk about themselves and then build from there. For example, I see you are interested in Dental, Can you elaborate as to why?
Rapport building is essential to making the sell and to ensure that the student choose a particular school over another, 80% of the time the student is buying the admission rep over the information that they are receiving, so it is crucial that an admission rep carry out the right attitude and personality.
I try to establish at least some basic rapport while i have them on the phone. I remind myself that they are calling me for a reason - the person wants information & wants to enroll in school. If i can see what their needs are by asking questions on the phone then it should peak their interest enough to schedule an appointment to meet with them.
If they don't schedule an appointment I will review the conversation afterwards to see what I could have done better.
To get in relationship with them I act as if they are my friend and speak to them in that manner. This puts them at ease when I seem genuine - interested in them as a person- their kids, support, why they need a change etc. When Im excited about the program and them coming in to make take that first step- just hearing the enthusiasm in my voice gets them excited and eager to come in
Josh, you bring up some great topics here and it sounds like something you are really passionate about. I wonder, is there anything that can be done on your end to ensure that the communication option is clear for the student?
Dr. Jean Norris
My biggest issue is how to handle a student that showed interest but didn't show up to the scheduled appointment..especially after the second time. It's hard to put myself in someone's shoes when their actions are so far from what I understand! A no call/no show would get a person fired from most jobs..while things come up in the real world that may keep someone from keeping an appointment, it is just plain rude to not let anyone know, especially more than once. If they can't make it to the appointment, are they really going to commit to the course? Would it be more ethical to let a contact like that go, or to pursue the enrollment with someone I don't have faith in..and is that considered discrimination?
Kimber, great idea. By communicating with people using different methods, you can find out which method is their preference and so it will help you further build rapport.
Dr. Jean Norris
I know I have tried a few different things, I call the student, I email them, and then we also use text. I do a number of different things to remind the student of their appointment with me without using the words reminder or conformation.
Holli, that is a great question. Building rapport is an essential step to start that bonding relationship with the student. It is important that they feel valued. This can be a bit tricky on the phone, but can be done. I'm curious, what have you tried in the past?
Dr. Jean Norris
