The biggest obstacle I have is getting student information like last name, phone number and email address. I usually will ask the student right away for the spelling of their name, and then I ask for a phone number when we get disconnected. After the conversation is going for a while, I then take the chance to ask them for the email address so I can send the program information. I have found that this work for me.
My most challenging objections are price and when they are wanting a program that we do not offer.
- There may not be enough financial aid available to pay for the program. I build value etc.
- If they are wanting a program we do not offer - I give them reasons to look at what we do have and talk about the benefits etc.
Jo Ann,
Great! It sounds like you validate the prospective student's concerns, which is a key step in keeping rapport and helping them to overcome the challenge. Thank you for posting!
Dr. Jean Norris
Cost is definately one of the most difficult objections to over come on the phone, what I try to do is say that it is an important question and concern and that I do understand, what I can do is set up a meeting with a finance planner, so, that when you come and see me, I will take you to FA so that they can talk with you about your specific needs.
My most difficult obstacle to overcome on the phone is when people say they don't have time to come in for an appointment. I plan to improve my response by saying that if furthering your career is important to you, you will make the time. We have morning, afternoon, evening, and Saturday appointments. There has to be one of these times that you can make it.
Iza,
Thanks for posting...come back and share your experience with using Feel, Felt, Found!
Dr. Jean Norris
Sarah,
Thanks for your post! I agree this can be frustrating, but be persistent. You can't "lose" a student until you make up your mind to quit trying!
Dr. Jean Norris
My most challenging obstacles are handling tuition objections and when they only want to hear the information over the phone. With this training received, I am definitely implementing the 3 effective F's (Feel, Felt, Found) when overcoming the tuition objection and only phone information. I strongly see the big picture now on how we must describe their feeling, normalize, and neutralize. Emotions are strongly involved in how inquiries react.
When I ask for a client repeatedly and they are never available. One of my co-workers asks if there is a better time to call for the potential student - I found this to be helpful as well.
the biggest objection is always cost. it is the most difficult thing to try and convince the student that the benefit of school is worth the cost, even when they know about potential scholarships and financial aid.
the second biggest is not having the time to come in. obviously from the presentation it shows that the student is just not finding it important to them. if that is the case do i convince them that it is important or are they not worth it because if I do get them in, they wont find it important enough to come to class.
I agree that the cost is seems to be an issue. I like to invite them in, get information, and see for themselves what the tuition provides for them.
Lory, Great advice offering to let them speak with the FA. That is the most compliant way to handle FA. However, you approach to speaking with the student about cost is excellent. It's not a conversation to be feared. Great job!
Elizabeth Wheeler
The biggest obstacle I have found is the cost of tuition. I can understand their concern and fear and many of my students have already accumulated student loans/debt from other programs that haven't worked out for them. My strategy is usually to go over all the options that are available to them again and also to explain that it is an investment in themselves. Always offering for them to talk to a financial representative seems to help.
Prior to taking this online training overcoming objectives was my most challenging obstacles to tackle. I now feel I can be a more confident representative when it comes to this task since I have been equipped with some great responses to use. I forgot about the feel, felt , found and emotional intelligence but will ensure to put those re-found skill sets to the task.
We will definitely provide cost over the phone - we want to provide them the information they're seeking. We will also invite them to campus to go over more details, etc.
Mandy, Interesting! What if the student doesn't need to see the campus? What if they simply just want the cost? Do you give it to them? What does that discussion look like?
Dr. Jean Norris
I think this is a great analogy to use. We don't want prospective students to feel 'sticker shock' without seeing the value in the education they're receiving.
Paul, Interesting! What makes you think they don't value the school because they don't have time to talk to you right then? What happens when you contact them in the way they prefer, at the time they prefer?
Elizabeth Wheeler
"I am too busy" is very common, as is the fact that many have already gotten a great deal of information from our extensive website. I understand that "too busy" usually means I don't value going to school too highly, so I try to probe a bit more to uncover what their needs and goals are, and then show them how coming in to see me will help them in their research process. A website won't build a relationship with the student, so I ask questions on the phone which show the student that I am genuinely interested in their situation, and that coming to see me in person will help them make a good decision.
Juan, Referring to financial aid is always a best practice. However, when you are meeting with the student and they are concerned about the price, what do you typically say other than letting them know other students have felt the same way?
Elizabeth Wheeler
