The most frequent challenges i come across are cost and schedules. We do accept financial aid, but the tuition cost at first sounds too large to most people, i always remind potential students that its an investment in a career and explain in detail all of the training we are providing. Most people inquiring already have full time jobs, so they have a difficult time thinking of cutting back their work schedule to attend school.
I have found that my biggest obstacles are:
1. Giving to much information over the phone, I am planning to taylor the information I give to be exciting, but yet leaves the prospective student wanting to come in.
2. When a student objects,I have a fear of being to pushy. Instead I need to listen to there fear and help them overcome their own fears with the feel, felt, found method.
The most difficult objection I have is the "Just send me the information..."
I discussed this with my boss yesterday and he explained that if I use more open-ended questions that I would probably be more successful.
One of the most difficult obstacles to overcome on the phone for an admissions representative is cost. Because it is non-compliant to "talk" about the specifics of financial aid, admssions representatives must give high level information. Without proper training, many reps become uneasy and lose confidence when discussing financial aid-which the prospective student can quickly detect. The rep does not want to say too much or say too little which, ironically,manifests into saying nothing of real substance or value.
Solution-
train the adm rep on what specifically they can and cannot say so that they know their boundaries which will then lead them to communciate more confidently.
Rapport building is key because the prospect must believe that the adm rep genuinely has their best interest at hand. The conversation, as a whole, should be centered around their motivation which will inspire them to show. No inspiration- no show.
We don't participate in any Federal Student loan or Pell Grant programs so students have to pay cash for their educations.
I believe the most difficult obstacle to overcome is a student who wants the cost of the program and all the information over the phone. This student has already predetermined that they do not want to come in and believes that all schools should practice the same system when providing information about the school.
Obstacle -> I can't come in this week...call me next week.
Overcome -> Learn more about the prospective student, find what their needs are, & give them a solution at my school to meet their needs = creating more value, & then the prospective student will be more likely to come in that week for an appointment.
The most challenging obstacles that come up are the ones where you get the prospective student who just wants the information over the phone, after speaking with them for a period of time they seem to become more at ease and then decide to set up an appointment.
Stephanie, thanks for sharing this challenge. It sounds like you will use the Feel, Felt, Found technique to help build rapport with the student and also let them know that they are not alone in their feelings. Let us know how that works.
Dr. Jean Norris
Deborah, interesting. It sounds like you have had mixed results with not giving cost over the phone. I'm curious, what are some ideas to overcome that?
Dr. Jean Norris
At our school we cannot give cost, which I completely agree. Some people hear cost and shut down.
I will say "we have several programs and packages in place which could fit your needs." Some people just get irritated, and you can feel you are losing them.
In this economy unfortunatly not everyone is looking at quality of education?
When a person does not want to come in and also has a negative response about starting school.
I now understand that this is fear, not the person being negative. I will be aware of this and be empathetic. I will give examples of previous students in similar situations and out weigh their fear with the reward of accomplishing a goal and improving their career.
Thanks for sharing this Chris. It sounds like you will work with the student to find the best time to meet with them that will fit in with their schedule. That is a great practice. I'm curious, how do you handle the scheduling concern when it comes to actually attending class?
Dr. Jean Norris
I feel the biggest obstacle is people's schedule..most will find that as an excuse not to come in.
I would be empathetic to their busy schedules and relate that situation to other prospects and notify them that I can meet them at a later/earlier time than business hours.
Clay, sure that can be a challenge. What have you done to balance these topics in the past?
Dr. Jean Norris
The most difficult part is just explaining the differences between our courses and getting the caller to feel at ease , especially if they have never been to medical training or have been out of school for some time.
The most challenging obstacle is a student with a full-time job. Although we have morning and evening classes, students generally span the whole day for work. I do let them know that there are agencies that can help such as the EDD. I also try to inform them of the job outlook for the chosen course of study. Letting them know that by gaining education, the money you will potentially make can outweigh the cost of the education.
Another obstacle is when they want to know about financial aide and the popular question "How much will I get?". A prospect will become put off when I explain that I am not a financial aid rep and that even the financial aide rep couldn't possibly know with out them enrolling.
How can this question and explanation be approached in a way that the student understands that it is a matter of legalities and not that we are trying to hide some thing from them?
Cost seems to be an obstacle for many Jaime. You are not alone. I wonder what would happen if you followed up with a question like, "Is that what you expected?"
One of the biggest obstacles I get is the cost of the program. I always tell the the cost if they ask but I always follow it with "we do have financial aid for anyone who qualifies" that usually gets them to make an appointment to come in so they can see what they qualify for.
Erica,
Yes, the financial commitment is a tough one for a lot of folks in this economic environment. Do you have other resources to help them overcome this particular obstacle?
Dr. Jean Norris
