Hidden obsticles on the phone call
When a prospective student is asking tons of questions that you really do not want to answer until they come to the appointment the just be brief on the subject but answer all the questions but also at the same time state that you will be able to better assist them when they come to appointment specifically because you have the paper work for them on what they are asking
Nicole, Another great question. What do you think creating a vision of what their future can be like will do for the student and obstacles they may have?
Elizabeth Wheeler
ou hidden obstacle is usually, the inability to pay for class. How do you overcome that? by creating a vision of what their future can be like...?
Lindsay, That is a great approach. Making sure the students are receiving the information in the way they learn/need the information is key!
Dr. Jean Norris
We get this a lot from students. They ask several questions which we answer and then a few more minutes into the conversation, they ask the same question, and so on and so forth. I take the same approach. I am very polite and ask if they would like me to send them a school package with all the information or if they would like to schedule an appointment to discuss any questions.
Great awareness, rosaura. It's true that true listening is where learning happens. What if the student simply wants to gather information first, but is not ready to view the product?
Dr. Jean Norris
This is were I have the most trouble when it comes to my phone work. People have a tendency to think we are salesman. I think that as long as you are listening to them when they are talking. truely listen by repeating what they are saying and then stating that the best way you could help them is by coming into for a visit and then inform them its so that they can receive all possible information so they can make the best decision and of course you don't know what you pay for without coming into see the product, just as if they were purchasing a car. they will do as much research as they can but in the end they always go to the dealership.
The world of admissions is changing as more and more information is available to our students before they even pick up the phone to call us. When a person goes through the process of making a decision they work through various stages, including gathering information and research. The reason why inviting a student to campus to receive information only works sometimes is because you're only getting the people who buy the way you sell. What do you do with the students who don't want to come in but are in the research stage of their decision making?
I find myself receiving these types of calls all the time. The person on the other end just wants the information they want. I try to explain that I can provide all of the information when we meet. Sometimes it works and sometimes it does not. At times, it yields an interview and sometimes it does not.
That's a good approach Antionessa because we want to be able to meet the student where they are in their research or buying process by answering their questions. Though we know that we have great materials and benefits for visiting the campus, it's our job to communicate those benefits to the prospective student. What do you do when you have a prospective student who isn't ready to visit the campus but wants information over the phone? How do you serve that student?
