We've Never Met…
How might you use these techniques with a student you haven't met versus an already established relationship?
Just like using the hierarchy, I think the more you have established; the more you are able to use different and more creative techniques. However, at no point of time should you be anything other than genuine and as time passes on you are able to unleash more of the tools out of the bag.
Like the course says "Be yourself" but be professional. I think if you keep it simple and follow both of these rules, you'll be ok.
I communicate a situation that happened at the campus which relates to a student who is currently taking the same program that they are interested in. It helps the student feel that there are others at the campus with similar interests.
Rob,
You're absolutely correct! Smiling not only projects over the phone to your caller, but puts you in the proper state of mind. Great observation!
Dr. Jean Norris
My favorite part is one that I learned early and use daily... the SMILE! Posture, dress, vocal tone, WIIFM, etc are all essential without a doubt but that smile is the difference maker. If you don't feel motivated toward positivity by the topic at hand (getting them enrolled and moving toward a great future), then they'll never have any interest in doing just that.
Lory, Great job of gathering this information first! Keep it up!
Elizabeth Wheeler
Most of my leads are from the internet and have some personal information to use. Also our school is specific as to what is being offered so that is always a good way to break the ice.
Sylvia, That is correct! How do you build rapport with someone that you have never met before?
Elizabeth Wheeler
An admissions representative should not use the fact that they have never the prospective student as a reason to not build a rapport, gather information and give information.
Introduce myself, tell them the reason I am calling, the benefit of their returning my call, and say that I am looking forward to helping them. Be upbeat and friendly.
Melody, That is a great perspective! Thank you for posting.
Dr. Jean Norris
I try to imagine what might work with me if I were the person receiving the voicemail. Someone who sounded approachable, knowledgeable, friendly and inviting would attract my attention. I want to feel that the person leaving the message and asking me to return a call is someone I might be able to relate to, ask questions of and have a conversation with. In many cases our students are also being contacted by a number of other schools. I think just sounding like someone who can help them get the answers they need, rather than someone wanting something FROM them, is the way to go at this point.
With students I haven't met, we still have common ground: their interest in my college. They initiate the contact in the first place. While our leads come from the internet, we do make a call first when a phone number is given on the form & it usually is. However, people who make requests via email are not always open to phone calls. Followup is done via email. When leaving a voicemail, by piqueing their interest in the program, and creating a sense of urgency it may be just what's needed to get them to call back. Also by giving them the option of phoning back or emailing, they don't fee so pressured to do one or the other method.
LeAnn, Thank you for sharing, very good ideas.
Dr. Jean Norris
Leaving a voicemail for a new lead could be a great opportunity to let the student know my organization is interested in him/her. Hopefully by including a few qualities of the school in a voicemail I can spark the student's interest in the program.
Chelsea, That's a great start. What are some other things that you can do to make it more personal?
Dr. Jean Norris
You can ask them their name and refer to them by their name. Makes it seem more personal.
Julie, That is a great approach. What are some of the things that you do to build this rapport with your students?
Dr. Jean Norris
I try to treat all prospective students with the same rapport, someone interested enough to seek me out, just a person like everyone else, with flaws and humor and a bit more information about this particular topic than they have at the moment.
