I do not have a "top 10" for making calls. I like to treat everyone that I talk to like a "regular" person, with a warm smile, attentive to all their inquires.
That is so true, Julie. What else would you add to your list of tips for making calls?
Dr. Jean Norris
I also do not have a top 10 but I always call with a warm smile and an interest in the needs and interests of the prospective student. People are most open with a genuine person on the other end of the phone instead of a salesman on a mission.
Danielle, Great plan! Thank you for sharing!
Dr. Jean Norris
If a student does not have welding experience I still talk to them about our programs. I let them know they do not have to have welding experience to come here and get them to still to make an appointment to take a tour because the will get good information that help them take the first step to get welding experience.
Danielle, Interesting! I love the question you ask about their interests. What happens if a student has no welding experience?
Dr. Jean Norris
I just asked them where they live, if they have welded before, and ask them about their interest. The reason I ask about if they welded before because our school is only about welding.
Danielle,
It sounds like you really like to get to know your students and customize your conversation. What are some things you ask them to get some of that personal information?
Dr. Jean Norris
No I have not created my own "10 commandments for making calls. When making calls I try to talk on a personal level with the student to learn about them to give the accurate information they are looking for about our different programs and I let them know they could get more information by making an appointment to come in and tour the school and actually sit down with someone to get more information to get them on their way to starting school.
Portia,
Having a reason for a call is very important. What are other "tips" and scenarios you have for making calls?
Dr. Jean Norris
Letting them know that you are just responding to a request they made sometimes softens the blow. Even if it was awhile ago they know we are not just contacting them out the blue but because of some inquiry that they made.
Stephanie ,
Excellent. A key to listening is making sure you understand that what you heard is correct. Great job reflecting!
Dr. Jean Norris
The most important point on the phone is to listen to the prospect and reflect back what the prospect is saying to ensure their needs are being met.
Connie, Taking the time to connect and build rapport on the other end of the line is important and can make the difference between moving forward with that person or not. Great advice!
Dr. Jean Norris
Getting students engaged in a conversation is very important. I like to build a bond and trust with them. It makes all of the decision making easier.
I think that all people have a difficult time making decisions about commitments and money. Breaking down these barriers one at a time is very important. Money out of pocket is always an issue for our school.. I always need to remind them that the benefits of an education will help them to achieve the financial freedom that they want. They will be able to earn a higher income!
Taking the time to connect and build rapport on the other end of the line is important and can make the difference between moving forward with that person or not. You mention that you varied your call times, what other small changes can you make to improve your calls?
Dr. Jean Norris
I try to make at least 100 calls a day. This means a lot of dialing with no answer, but when I DO reach someone, I think it makes me more eager to speak with someone and to try to help them better their lives. I try and give all of my attention to that individual because they have requested information in one way or another, so they have taken the first step. The least I can do is make the effort to help. I think making that connection with the person on the other end of the line is CRITICAL. I have recently starting varying my call times and it has helped greatly. I have been reaching people that I had almost given up on contacting.
I establish a relationship with prospective students simply by having conversation; sharing like interests, hobbies, etc. Adding little things over the phone outside the "script" to relate to whomever I talk to. This creates a bond so students open up a little more on the phone and become more receptive to meeting with me and booking the appointment.
You're right Christina, listening is both extremely important but also powerful. When we take the time to understand our prospective students we can build better rapport and understand their specific wants and needs. What are some things you do to build rapport during the initial phone call?
Dr. Jean Norris
80% Listening- 20% Talking.
This is my Number 1 Commandment.It's important to be a good listener, not only to the words a student says, but also the tone in their voice. This builds a better relationship and rapport because it helps the student feel like they are important.
