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.
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.
Shawn, So interesting! What do you think the difference is between the old way you used to it, and this new way of getting to know them first?
Elizabeth Wheeler
My two biggest challenges are when people want to hear the information over the phone or have me send the information to them via email. I'm not allowed to do either. My prospects either come in or they don't get the information. I'm not always sure how to handle this. Sometimes I get hung up on and other times I get people that grudgingly make appointments but then don't show up. I'd love to know how to handle this situation.
Jennifer, Thank you for posting this in the forum. This can be a common challenge. If you were to switch things up a bit and give some information over the phone, do you think you might see better results?
Elizabeth Wheeler
I struggle with prospective students calling in to reschedule their appointments. It's better than a no call, no show, but I get irritated anyway. I plan to improve my response by questioning their motive for the reschedule. It could be that they are nervous, scared, or another reason which I might be able to help them resolve. I will ask more questions and try to convince them to keep their original appointment.
Since taking this course I've started trying to give little tidbits of information over the phone to entice people into coming in. This has helped a lot. However, it's still very new to me so now i'm trying to balance the line of giving some information and not sounding like a know nothing idiot. I've found that if a dance around their question with several questions of my own I get better results. I still get flustered, however, when the person on the phone refuses to answer any of my questions and just keeps repeating theirs.
Jennifer, Interesting! I'm curious, when you call and want specific information, do you find it frustrating when someone dances around your questions?
Elizabeth Wheeler
Hello Dr. Norris,
The presentation material mentioned sales strategies that have been around for 30 plus years and embedded into our processes today. Well, these old strategies are often some the biggest obstacles to overcome given the rigid and inflexible constraints to creativity. Customers often will live chat to avoid the old model of engagement which stresses the "Come into see me first...information" mentality. The P.E.S.T. (Political,Economical,Social/Cultural, and Technological) forces affect the S.W.O.T. (Strengths, Weaknesses, Opportunities, and Threats) of organizations daily.
Technology has altered how customers make decisions today. Driving across town is a gas affordability decision as well a career/buying decision. Culturally, using student loans is a violation of certain religious sects and perhaps a consideration prior to making a trip. The perception, though faulty, of an individual is enough to become their reality. The result- a "No Show" until there is a change in ones perception of the process/reality.
The salesman has to be savvy enough not to assume but rather, ask the right question. Probing correctly is a powerful tool to uncover the real obstacle.
Juan Wilkerson
The Biggest obstacle to overcome is those students who are transitioning from other states. Keeping up with the long contact time
Juan, Very well said! We couldn't agree more. Older models worked well in the past, but so many things have changed. For one, students can get most of the information about your institution on the internet. So telling them they must come in may not work for them. Asking great questions to find out where they are in their college search, and how best you can help them, will go a long way further.
Dr. Jean Norris
The ones that I am faced with most frequently would be cost and time. Our demographic of students aren't fresh out of high school and are usually working full time to support a family and they are concerned with out of pocket cost or pay back amounts and the schedule conflict.
Cost is my biggest obstacle. I try to build value and help them see the benefits of coming into the campus before I cover costs, but this is not always easy or even possible.
It has been my experience that the objection of time in reference to starting now vs. later has been the most challenging obstacle to overcome. I think for me I have a tendency to "buy" into a prospective student's plight and sympathize too much with them. The result is that sometimes I'm not as persistent in establishing the value or benefit of why they should start now instead of later when a more "perfect" time comes along. Improvement in this area has come over time, primarily because I have been able to (early on in my conversation with them) have them vocalize what they feel is the benefit of starting now vs. later and then reflect upon that multiple times during the remainder of the conversation. This action seems to keep the prospective student focused on the "now" aspect and provides some urgency to make the commitment.
One of the biggest obstacles for me is the cost of education. When people are pushing to hear the cost right away they seem to panic and not focus on anything else we discuss after that.
You're definitely not alone with the tuition challenge. If you really take the time to build value for your students, you can work together to come up with possible solutions. When you have a student that reacts with panic, what do you do to address their concerns?
Elizabeth Wheeler
Honestly, I'm always surprised when callers just hang up before I can identiify my reason for calling. I recently cold-called multiple folks to invite them to our open house. The event was free, offered complimentary hot breakfast, pictures with Santa and door prizes. I wasn't requiring anyone to fill out an application or feel pressure to become a student. So many people hung up the phone it was disheartening. I mean, who turns down a FREE, HOT, breakfast!!!! But, my delivery was so spot on, I sounded like a recording. it's a bit easier to hang up the phone on an automated recording. Yup, perhaps that was it. Once I realized that I sounded like a recording, I added a "call/response" question to the end..."is that something that you would be interested in?"
When speaking on the phone to a student it is hard for me to keep the conversation going. Sometimes I may speak to quickly and jump over important information and leave the student lost about some things.
SEQUOIA, Flexibility is key! Keep it up.
Elizabeth Wheeler
My biggest obstacles are usually involving the parents. It’s either a lack of interest in their child’s education or their unwilling financial support. The best plan I’ve come up with, is to have direct contact with the parent. Asking them to come see the school with their child and find out the real facts about the prospects education. Many times, I find that parents have preconceived ideas and have subscribed to hearsay instead of having the necessary facts to make an educated decision.
