Your Tips for Making Calls
Have you created your own "10 commandments for making calls"? What are some tips you can share to help others become more effective?
SEQUOIA, These are great tips, thanks for sharing them in the forum! Keep it up!
Elizabeth Wheeler
I actually am new to this process, so for me just learning the "10 Commandments" was super helpful. I know from being called by college admissions representatives that the part of the call the interested me most was their demeanor. Was the rep nice? Did they actually know my name? Which is listed in the 10 commandments under be prepared. So I would say always be kind. :)
I've just begun making calls but, I've learned a few key tricks that make calls easier...at least for me.
1. Address the caller by their first name. " Hi, Jennifer..." 2. Be sure you KNOW how to pronounce the caller's name. 3. Don't call during dinner, must watch tv or holiday time. 4. Put your cell phone away.(notifications, texts all are distracting) 5. Pay attention and take notes. 6. Listen for silence.(callers may hang up before your introduction is complete.) 7. Treat every caller like your mother. (respect, listen intently, answer questions thoroughly and make them feel special.) 8. Follow up with an email, just to thank them for their time. 9. Answer the questions that are asked and don't avoid a question because you don't know the answer. 10. And lastly, close the call by offering your email and inviting the caller to communicate any questions they may have via email. (some people don't have time to talk, have questions late at night or just rather email/text)
I always call first, but I'm finding more and more that students more willingly respond to emails or texts than a voicemail.
Thank you for sharing your tips, Ricky! I especially like the last one. It's all about building a relationship with the prospective student and then guiding them to their own best decision!
Dr. Jean Norris
My tips are:
1. Practice names before getting on the call
2. Be clear: Make sure they understand what you're saying
3. Don't over talk the person you're calling
4. Remember why you're calling the person
5. Clarify each piece of information you receive
6. Remember: Each piece of information you deliver must be true, accurate, and clear
7. Don't sound like you're in a rush
8. Have your calendar ready before being on the call
9. Don't call anyone while you're busy
10. Don't be aggressive: Relationship matters.
Marcie,
Great! Thank you for posting! Check back in and let us know how setting aside an hour a day for phone calls goes.
Elizabeth Wheeler
I like this approach. It is easy to text and email students and not pick up the phone. My priority is always a phone call. Setting aside the hour a day is not something that I was doing previously. I am now and it has been very effective.
1. look to see what they are most interested in
2. brag on the program
3. When would they like to start
4. let them know we have some openings that just
come available
5. Set a tour date and time
Aaron,
Thanks for your post! The Past, Present, Future technique is a great way to help the prospective student in decision making. It also provides you with a great deal of information about them!
Dr. Jean Norris
Our current process is to probe using current, past, and future...recap and then set an face to face appointment.
Thank you
Iza,
Great tips! Thank you for sharing your best practices for making calls.
Dr. Jean Norris
Aaron,
Great questions! It sounds like you are looking for new training techniques. What is your current process?
Dr. Jean Norris
Good Morning
I have a script that I follow to help with the presentation phase. I can do pretty well with warm and new leads.
Do you have any script examples, opening statements, probes/presentation parts that you can share with me (send email with attachments)for leads that are either cold or over six months/165 days old? I think that would be a great accomplishment to help me get through these.
I know once I set my mind to getting a goal set and accomplished I can do well.
I look forward to the feedback and email.
My most effective rules as an Admissions Representative for making calls are the following:
1. Set two separate hours, in the morning and afternoon to make power hour straight calls.
2. Use my calendar to manage my appointments by hour.
3. Always have a mirror in front of me to see my facial expressions to ensure I am positive and smiling with lots of energy.
4. Always probe and time myself with each inquiry to ensure I get the basics and get the appointment.
5. Remind them to bring a friend or a family member to the appointment.
6. Have them confirm the date, time, and my contact information.
7. I always let them know that we will have refreshments available for them which I do.
scheduling call times in my daily calendar helps because it makes it just as important as all other tasks. If I don't schedule the times, I tend to keep pushing them off throughout the day.
Sylvia, Very well said! Thank you for sharing this tip in the forum!
Elizabeth Wheeler
One of the tips I can share is to make sure if you tell someone you are going to call them at a specific time you actually call them at that time. This process can help build trust in the relationship.
I hope this helps. : >
Paul, Keeping organized and having an outline is a great idea. What happens if the person on the phone does not want to come in, but would rather talk on the phone?
Dr. Jean Norris
