Breanna ,
That is a great use of the communication hierarchy. All mutual interests are better served when they are authentic, great job!
Dr. Jean Norris
SUHEILY,
THank you for sharing! I love the positive attitude! Attitude and energy go such a long way.
Dr. Jean Norris
I always try and find some common ground while on the phone with someone. If I hear that someone is working at the mall, or the local grocery store, I add in that I was just there recently and I found some really great deals. Or, if I hear that their schedule is M-F, with weekends off, I sometimes say that I too have weekends off, and that's when I get my errands done for the week. I find that having similarities with the person on the phone helps create a good rapport with them.
I do not have 10 commandments but i have 5.
1. Have the time to make a call. (not rush)
2. Be positive attitude.
3. Have all the possible information at me side.
4. Put my self in to the student place.
5. Use a good closing. Like a resumen.
Now i learned a new way to do it with the 10 commandments.
The three P's seem like a great start to any phone call. Thank you for sharing Lucy.
Dr. Jean Norris
My 10 commandments for making calls fall into the commandments listed in this module. We are fortunate to have a database management system which allows us to manage leads and track calls and call times. I think the most important things to remember is the three Ps positive professional persistence.
Theia I'm glad you bring up the subject of taking good notes because you never know when that prospective student may be ready to visit the campus even if they didn't in the past. How do your students react when you remember the information they presented in the past?
Persistance is key to having the prospective student come in for an appointment. I also make anniversary calls- it is amazing how people get interested again in coming to school after a year has passed. If you keep good notes you can just go into the conversation and pick up where you left off. only this time with an appointment being made.
My main goal is to serve the perspective student on the other end of the line. Handling each call with grace and effectiveness is vital.
I loved the reminder of the 10 commandments. I am doing many of them and feel it's important to implement the rest.
That is important. How do you communicate that during your calls?
I have no tips especially. But I think it is very important to make understand the prospect that our mission is to guide them so that they can make the decision that best benefits them.
Give it a try and let us know how it works out for you!
I feel as though actually keeping track of the exact number of outgoing calls that have been made during a specific slot of time, is a very useful tool. Most people, myself included, usually need a "reality check"- so that they can see how much they are doing in regards to how much they think they are doing.
Using student stories to connect your prospective students with your current and graduated students can help the prospective student feel connected to your school. Thanks for sharing your great tip!
I have a few tips that may be relevant specifically for the programs the college specializes in. I like to include information about students who are either still here or have graduated. More often times than not, many prospective end up having something in common with our students and this helps bring their issues and concerns into relevance.
Always listen when your caller is speaking. This is the best way to find out more about the prospective studen especially when trying to find out more about any hidden obstacles.
In this section I noticed the "push" for one more call. When is it too much? I believe you can push yourself too much and this is indicated in your tone and speech. What do you suggest?
I keep in mind that every caller is an opportunity for an enrollment. Every caller also has their own reason for continuing their education. I think its important to recognize the callers unique situation during the call to help answer their questions and better relate to them, that way they feel more comfortable taking it to the next step and making an appointment to meet in person.
Taneisha, absolutely. You bring up such a good point here. By allowing the student time to process their decision, you can ensure you are doing the ethical thing and partnering with them along the way.
Dr. Jean Norris
I don't have my own 10 commandments yet, but I do take the time to listen to the needs of each student, understanding that choosing the right education is an important decision and should not be rushed.
Thanks for sharing your experience, Jeriann. It sounds to me like you are working to provide a number of resources to help your reps improve their success from blocking time for focused calling to presenting the 10 commandments. Here's to your future success!
