Training methods
I am wondering what other training tools are available to new Agents?
Wendy:
There are a number of online training programs available on the MaxKnowledge website as well as through other online training providers. Most schools also have some type of internal training program for new agents.
Online training and training designed by an individual school are all helpful. When it actually comes down to doing the job of an admissions rep, the best training you can have is listening to trained, seasoned reps, working with current individuals looking to gather information. Seeing and hearing it all first hand will be one of the best training tools available. It's easy to role play, and practice, but until a real prospect is sitting in front of the rep will a new agent fully understand how much knowledge they really need to be successful.
Much of what Admission Officers do relates to the sales field. It leaves a bad taste in my mouth when I hear of schools and admission officers act like used car sales men though.
It can be helpful to read through some sales books and manuals. Granted these are a dime a dozen so you may want to check out Amazon.com's reviews. The reviews will be able to show if it is worth reading or not and if that kind of sales training coincides with what we do. For example, I feel that sales "tactics" that suggest that one should "find the pain" should not be used in what we do. It feels manipulated.
Do any of you feel the same way or disagree?
I do agree that trying to "hard sell" your school is never a good thing. If the school and the student are a good match, the student will be able to tell and what comes next will be just that.
I do, however, like to stress the key factors that our program offers just so these are not overlooked in the student's decision making process.
I agree, and I would add that even seasoned Admissions Representatives benefit from observing and listening to other Admissions Representatives. There are always new things to learn, different ways to go about the process and fresh perspectives. As long as the moral, ethical and legal standards are followed there are endless variations. Successful Admissions Representatives are always learning.
I feel that the Potential Student needs their Admissions Representative to be many things, a mirror, a sounding board, a sponge, a messenger and a tour guide. Determining that there is a "fit" between the Potential Student and the School/Program is a decision ONLY the Potential Student can make. In my experience and opinion, it is never the job of the Admissions Representative to determine that there is a "fit". I feel that it's the Admissions Representatives responsibility to help the Potential Student define as clearly as possible their Needs, Values and Goals when it comes to education. It's then the Admissions Representatives responsibility to help the Potential Student see the specific Features, Benefits and Outcomes that the School/Program contains. If there is a match great, if not maybe there are other programs or schools that can better serve this Potential Student. If "sales" is a term that can be used to cover this type of exchange, then it is the most challenging and rewarding type of "sales" in existence. Challenging because the benefits of education are almost always intangible to the Potential Student. Rewarding because education changes lives and the lives of families in remarkable ways. If your Admissions training involves the use of "sales tactics" or "manipulative processes" then ethically morally and legally you may be in questionable waters. If the Admissions Training involves role playing and the learning of techniques and specific questions that help the Potential Student determine the fit, that is a different story. I guess there is a line between "sales" and "guidance".
My Admissions Director is a firm believer in letting his Admissions Representatives be themselves and let the students see their personality. However as a life-long learner myself I would enjoy taking more online classes such as this one to learn how I can be more effective as a rep for my school and for my students.
I enjoyed reading your reply.
You put the role into some nice fancy words and a great explanation good job
Great point, Wendy. I wonder how consistent training is across the board.
I my opinion what we do in admissions is called non-manipulative sales. We are not pressuring anyone. Instead we are assisting them in securing the information they need to make an informed decision. We know they want to explore coming to school. We answer their questions and provide information.
I agree with you that seeing and hearing it all first hand is one of the best training tools available. Me and another person that started on the same day would sit in our cubicle and listen and overhear other admission reps around us go over the questionnaire and interview the potential student which allowed us to see what the process is like. We would even go on the tour with them to see what they talked about regarding the services that the campus offers. It was very informative not to mention very interesting in seeing the whole admissions process and how it functions.
i completely agree with that it is very helpful to see it on paper and role play it but the best training method is sitting in on interviews with seasoned veterans for learning how to be successful.
Diana,
I could not agree more! Admissions Representatives are here to assist potential students and help them achieve the education and career goals they have set. It is true that we help to motivate the student to an extent to help them realize the potential. However, in no way should this be manipulation or deception. It is also a fine line to walk to be a good Program Specialist without being a counselor.
