Your Phone Personality
Describe your telephone personality.
SEQUOIA, That's a great question! It sounds like you really like to build rapport on the phone/initial contact with your students. How long does it take to build rapport?
Elizabeth Wheeler
My telephone personality is friendly, welcoming, engaging, informative, inquisitive and trusting. My office mates tease me because they claim I have the perfect "telephone voice". They even suggested I do voice overs part time. My main focus when I'm on the phone is to make the caller feel comfortable. I want to feel "familiar" to them. I am relaxed and natural on the phone. In your opinion how long should an initial call last? How long is too long on a call?
Hello, Tara! It sounds like you are smiling and friendly on the telephone. I'll bet your prospective students appreciate your positive attitude!
Elizabeth Wheeler
My phone personality is enthusiastic yet still professional. Using voice inflections with a good energy & professionalism is important when connecting to prospective student.
I always try to be positive and let the smile show in my voice when I am speaking to people. I listen to what they are saying. I make them feel comfortable and show them that I care about what they want and are looking for.
I think that this is really important to know what is working and what is not working for your team.
I would say that it's friendly. I try to keep a happy, but good tone in my voice - I don't want them to think I'm just giving them "The Robot Treatment", so I make it a fun conversation spinning it back around to a solid close on appointment.
Gina, Excellent! Then we have achieved our goal! Keep up with the learning and see how else you can become self-aware.
Dr. Jean Norris
Hello, Juan! Thank you for posting. You are correct that the relationship starts on the phone, and helps to guide the face-to-face interaction.
Dr. Jean Norris
My Personality is professional. When I speak on the phone I try to smile to change my voice inflection. Nevertheless I do stay pretty much the same way over the phone and in person.
I must confess, I don't pay attention to my phone techniques as much as I should. Like most people who have been in admissions for awhile, I take my phone personality for granted. However, I’m glad I am taking this class. It forces me to go back to basics and be cognizant of “my phone smile†and rapport building skills.
Hello Jerry,
I appreciate your response and approach to a prospect. Sounding a bit suave is an interesting tactic that could be risky should one not pull it off perfectly. Would it a bit distracting for a prospect? What is the key to your success with that approach?
Juan Wilkerson
Hello Dr. Norris and class,
My telephone personality is varying in style and in tone. Often, the prospect's mood is one that requires a listener's image rather than consistently one or the other extremes. Balancing my personality on the phone aids the actual face-to-face interview process. The potential student's expectation is set from the phone call itself and extends into the face-to-face meeting. Ultimately, guiding is to caller to and appointment is my initial goal.
Sandra, Agreed! What specifically do you do maintain a great phone personality? Will you share with the forum?
Elizabeth Wheeler
My phone personality is great! Students feel very comfortable and trusting with me. I think that all admissions staff needs to be able to connect with all types of people.
My phone personality is consistent with my face to face personality, I try to sound professional and a little suave at the same time. Lol
I believe I have a happy, upbeat tone in my voice. Positive attitude, and a listening ear. Eager to help make dreams a reality.
Thank you for sharing, Shawn! What do you think you can do to alleviate your nervousness in these situations?
Dr. Jean Norris
I find that I am very friendly on the phone, but sometimes I get really nervous when I'm confronted by a caller. I'm always trying to be helpful, even when the answer to certain questions are not what the caller wants to hear. I don't like to mislead people.
