madelin,
Creating urgency is something we hear many reps struggling with, especially in today's environment. It sounds like you work to understand what is currently going on for the student as a way to help them see the urgency for change. How do you find this works with your students?
Sharon,
This is a difficult challenge, indeed. What are some of the resources you have available to address this specific challenge with students?
Sharon,
This is very true. I get the sense that you pay attention to your student's wants and needs and do your best to accomodate based on what you are seeing. That is a great place to start when addressing challenges as it gives you the opportunity to tailor to your student and their preference.
Nanette,
Thanks for sharing your approach. Checking in to clarify information that the student has received is so important. I especially like that you check in for clarification, and ask additional questions to continue building rapport with your student. I am guessing that helps to improve chances of a resolution for your student and yourself.
Typically it is based on a misunderstanding of the information they have received. I will clarify their concern or objection and then explain the correct information related to the objection and ask questions to rebuild rapport and ensure that the concern has been resolved and then establish forward movement to obtain the goal. (application/appointment)
Finding the balance of the right amount of information is essential. Some students want more information than others is what I have found. Some want all of the details, and some just want the very basics to get started.
The most challenging obstacle is financial with the unemployed and the cost of the books and materials for the first class.
Creating urgency, the way i try to create urgency is by asking probing questions about their current situation; work schedule, time with kids etc and then focusing on those as reasons for them to make a change ASAP.
Cost of the program, i acknowledge the question by saying that the tuition is a very important subject specially in this tough times i let them know that we strive to make our programs affordable and that as an added benefit we offer financial aid to students who qualify.
we also guide the out of state candidates to our website where they can view the course catalog.
Discussing tuition over the phone tends to be a challenge for many admissions professionals. Sometimes prospective students ask for this information because they're not sure what other questions to ask or they just really want to know what they're investment might be. I get the sense that it's important for you to demonstrate the value of their investment by discussing the caliber of classes they'll be taking. How do you find your students typically respond to this presentation?
Usually the biggest obstacle is when the student wants to know tuition over the phone. That tells me they are shopping base on price instead how good the education is. I will shift my presentation to how great our classes are.
yes I would explore as needed.
Ah yes, money is often a difficult challenge for many to address or overcome. It sounds like you do your best to really understand what the student is telling you and if there might be a different message conveyed through their tone or body language. I get the sense that you would explore that with them further, which is great.
Money, not enough of it to pay the bills or to pay for school. Understanding the translation is key. What are they really saying to position the conversation to overcome the money objection plus any hidden objections.
Great observation, Germaine. This can be a frustrating experience for many admissions professionals. In some cases,students ask for information because they're not sure what else to ask about. In others, the student wants the information.
Here's something to try when a student requests information. 1. Acknowledge that the information requested must be important to them (ex."It sounds like you'd like to understand the investment involved with school up front, that's great.). 2. Answer their question (ex. "Our tuition is$XX,XXX. Is that about what you expected?) 3. After the students initial response, Ask another question (ex. I'm curious, what are you comparing the tuition to?). Taking these steps allows you to continue to engage the student in conversation, learn more about them, and answers their initial question. Good luck!
My biggest challenge would be when the student is adament to get the information right then and there without even seeing the school. I need to focus on selling the appointment before I can even think about selling the school. I think it gets a little frustrating and I dont want the student to think I am hiding anything.
This can be a challenge, for sure, Jenny. I get the sense that you prefer to be up front with your students (even without financial aid). What are some of the ways that you've discussed this with students in the past that have been effective?
I do like to be up front with ALL prospective students. so when i am asked tution I tell them right away...we do NOT offer financial aid...so it is very tough to get them in, if we cannot help them pay for it!!!
This is a challenge that many reps encounter. On the one hand, if you give too much information the student may not visit the campus. On the other hand, if the student feels as though we're not being honest we may lose their interest altogether. It might be helpful to answer the question and ask another question to engage the student further in conversation. It sounds like you also try to use additional methods to re-engage the student.
Why can't you give me all the information over the phone?
Feel Felt Found
