That is very true, how you feeling about yourself does come across in your voice.
If im having a bad day, i try and get past it before i make calls
Never had a 10 commandments for my calls, I just always went into my call, being positive, being helpful, and honest.
But i did learn some valuable point from the commandments that i will use from now on.
I feel that getting right to the point of your call and not waisting thier time is important. There are alot of "long winded" people out there. As a matter of fact, I can't stand it when a solicitor is calling me and won't take no for an answer. Being to aggressive is not the way to get someone to hear you. Always present yourself in a professional manner.
I think it's great that you choose to focus on what's important to your student and the information they want to know, Jeremy. I bet this helps your students eliminate some of the "clutter" and make the best determination for themselves about how they might fit at your institution.
That is correct, I like to know what they are looking for up front. I steer th conversation towards what they tell me is important to them, and then I explain to them what they want to know(by repeating what there concern or question was), this way it makes them forget about the information that they may not need to know, and allows me to focus on the information that they really are concerned with.
It sounds like you prefer to have a conversation with the student about what they want up front, do I have that right? That's a great approach to have with students and I'm sure they appreciate your interest. How do you handle giving the student information they're looking for without seeming like you're avoiding a question?
I try to find out as much information without hammering them with questions the whole time. I try not to go into too much detail over the phone, otherwise they will not see the need to come in person for an interview. I think not pressuring students is a good tool, but showing them the urgency of an education will do it in a not so direct fashion.
Yes the high pressure sales techniques are very outdated and ineffective approaches. I love your idea of giving them space however it is useful to put an action step with a date on there too otherwise they may simply "float" around. For example, "it sounds as if you need more time to figure out your childcare, is that right? How about if I give you a call next week after you meet with the facility we spoke of. What's a good day/time for us to connect?"
Absolutely! Thanks for the helpful reminder Matthew!
I think it is helpful to always keep in mind that every call can become a enrollment.
I don't have a specific list of 10 items, but what I try to do is give them the space they need -- not to pressure but to let them know that I am here for them to guide them through the process. I am very aware of their timing and their needs.
Excellent advice! My guess is if you simply focus on these and the other tips in the lesson, you'll see improvements in your calls. Don't try to do all of them at once though! Maybe select one element to practice each week and then add on another, and another and another until you've got them all! Thanks for the post Peter!
I do not have a specifc set of commandments that I personally developed.
The Advice that I would give someone is right in line with the 10 Commandments presented in this module. It is important to smile and articulate on the phone. You can definitely hear the difference in a happy person's voice from a sad or annoyed person.
Also, being diligent with your time in between calls will increase the volume of outbound calls you can make on a daily basis.
