Using student stories to connect your prospective students with your current and graduated students can help the prospective student feel connected to your school. Thanks for sharing your great tip!
I feel as though actually keeping track of the exact number of outgoing calls that have been made during a specific slot of time, is a very useful tool. Most people, myself included, usually need a "reality check"- so that they can see how much they are doing in regards to how much they think they are doing.
Give it a try and let us know how it works out for you!
I have no tips especially. But I think it is very important to make understand the prospect that our mission is to guide them so that they can make the decision that best benefits them.
That is important. How do you communicate that during your calls?
My main goal is to serve the perspective student on the other end of the line. Handling each call with grace and effectiveness is vital.
I loved the reminder of the 10 commandments. I am doing many of them and feel it's important to implement the rest.
Persistance is key to having the prospective student come in for an appointment. I also make anniversary calls- it is amazing how people get interested again in coming to school after a year has passed. If you keep good notes you can just go into the conversation and pick up where you left off. only this time with an appointment being made.
Theia I'm glad you bring up the subject of taking good notes because you never know when that prospective student may be ready to visit the campus even if they didn't in the past. How do your students react when you remember the information they presented in the past?
My 10 commandments for making calls fall into the commandments listed in this module. We are fortunate to have a database management system which allows us to manage leads and track calls and call times. I think the most important things to remember is the three Ps positive professional persistence.
The three P's seem like a great start to any phone call. Thank you for sharing Lucy.
Dr. Jean Norris
I do not have 10 commandments but i have 5.
1. Have the time to make a call. (not rush)
2. Be positive attitude.
3. Have all the possible information at me side.
4. Put my self in to the student place.
5. Use a good closing. Like a resumen.
Now i learned a new way to do it with the 10 commandments.
I always try and find some common ground while on the phone with someone. If I hear that someone is working at the mall, or the local grocery store, I add in that I was just there recently and I found some really great deals. Or, if I hear that their schedule is M-F, with weekends off, I sometimes say that I too have weekends off, and that's when I get my errands done for the week. I find that having similarities with the person on the phone helps create a good rapport with them.
SUHEILY,
THank you for sharing! I love the positive attitude! Attitude and energy go such a long way.
Dr. Jean Norris
Breanna ,
That is a great use of the communication hierarchy. All mutual interests are better served when they are authentic, great job!
Dr. Jean Norris
80% Listening- 20% Talking.
This is my Number 1 Commandment.It's important to be a good listener, not only to the words a student says, but also the tone in their voice. This builds a better relationship and rapport because it helps the student feel like they are important.
You're right Christina, listening is both extremely important but also powerful. When we take the time to understand our prospective students we can build better rapport and understand their specific wants and needs. What are some things you do to build rapport during the initial phone call?
Dr. Jean Norris
I establish a relationship with prospective students simply by having conversation; sharing like interests, hobbies, etc. Adding little things over the phone outside the "script" to relate to whomever I talk to. This creates a bond so students open up a little more on the phone and become more receptive to meeting with me and booking the appointment.
I try to make at least 100 calls a day. This means a lot of dialing with no answer, but when I DO reach someone, I think it makes me more eager to speak with someone and to try to help them better their lives. I try and give all of my attention to that individual because they have requested information in one way or another, so they have taken the first step. The least I can do is make the effort to help. I think making that connection with the person on the other end of the line is CRITICAL. I have recently starting varying my call times and it has helped greatly. I have been reaching people that I had almost given up on contacting.
Taking the time to connect and build rapport on the other end of the line is important and can make the difference between moving forward with that person or not. You mention that you varied your call times, what other small changes can you make to improve your calls?
Dr. Jean Norris
Getting students engaged in a conversation is very important. I like to build a bond and trust with them. It makes all of the decision making easier.
I think that all people have a difficult time making decisions about commitments and money. Breaking down these barriers one at a time is very important. Money out of pocket is always an issue for our school.. I always need to remind them that the benefits of an education will help them to achieve the financial freedom that they want. They will be able to earn a higher income!
