The Resource Notebook
Hi Patty,
While I absolutely agree that the Resource Notebook is a critical piece for all admissions personnel in the recruitment process, I do not think it is the "only" tool needed to survive. As admission representatives for our institutions, I think it is also important that we participate in trainings that improve interpersonal and soft sales skills. The recruitment process is a human experience, and as such, we need to be skilled communicators.
It is very important that we know not only the rules and regulations, and the information about our institutions, but it is also important to get to know the student so we can learn about who they are and what they want. We certainly need to be able to answer prospective student questions and stay in complaince, but we also need to be able to ask questions. Our role is more than having the right answers, it is also about asking the right questions. Learning the student is necessary so that we can determine if our institution is a good match for their goals and objectives.
While I love having a Resource Notebook to refer to for questions and as a source for all rules and regulations, it is one of many tools that we should have at our disposal when meeting with prospective students.
Ryan
Ryan,
You are correct! It is not the only tool. We must always be on the forefront of continuing our education and improving our knowledge base in order to best serve our clients.
Patty Aronoff
I have had huge success by having a Resource notebook at my desk. It is easy to refer to when looking for quick reminders and information and also allows for me to access information I need to tell students. I agree that there are other important tools we can use for admissions and recruitment, so I believe that it is all about finding what is the best fit for what works with the admissions personnel.
Mary
Mary,
Agreed! Providing the best customer service we can takes many avenues.
Patty Aronoff
I will have to agree with the both of you. It is very important to have both product knowledge and customer service skills. It is close to impossible to remember everything learned as an admissions rep so a Resource notebook is vital. In that notebook you can have the materials suggested as well as additional materials you come across from other training, research or even best practices from co-workers.
I also believe that along with customer service skills you must posses the true desire to want to benefit a potential students life. It is a waste of everyone's time and effort to enroll someone in class simply for the sale and not for what will be benefit that person in the long run.
Jenna,
Customer service is the best way to handle prospective students. They want to be sure they are receiving the best attention from you with solid, thorough information. They want to know they are important and not just another number.
Patty Aronoff
