Your Most Challenging Obstacles
I often find it hard to overcome the work and school schedules that conflict or those students that are at a distance and have to plan to visit. I try to sympathize and end up letting them give me a call back to schedule.
Hi Priscilla. Interesting challenge for sure. Certainly it's valuable to try and see things from their perspective however I wonder if it would be effective to set some kind of an expectation that is more immediate vs. call back when it works out. I'm afraid we don't hear from those folks ever again. What do you think?
I find it difficult when students are worried about their salaries after they graduate. I usually just give them our placement rate after graduation.
About 85 percent of our students are from out of state, this makes it hard for us to set appointments. We have learned that giving them as much information as possible over the phone as well as mailing and emailing information not only to the student but their family helps them greatly in making a decision.
This is something we use as well.
Those are great tools you have at your disposal, Monica. The ability to share information in the form they want it is very valuable. Have you considered webinars or Skype meetings so you can talk with them while they view your computer screen or see you?
The most difficult obstacle for me to overcome on the phone is cost. I try not to get into the cost during the initial conversation but some people only want to know the price. This is hard to overcome because they have not heard or seen anything about the school to even be able to determine value.
This is really a tough one especially if cost is their only consideration. How in the world do they know what they're getting for their money if they don't visit? Well, I'd like you to consider this. First, when people ask for the cost think about what they're really asking. It's not so much just the dollar figure but rather, "Can I afford it" and/or "is it worth it". These other questions go beyond a simple presentation of tuition. So how do you get past this?
Try this simple dialogue the next time someone asks you for cost. First, answer their question in a simple, straight-forward way. For example, "the tuition for that program is $20,000." Then follow with this question, "is that what you expected?" Their response is key because they only can answer 3 ways (yes, no or I'm not sure). If they say yes or they're unsure, then move on. If they say, "it's a lot of money" then ask them, "compared to what?" This follow up question is KEY because you need to know what they're comparing the cost to. From here,you can then have a dialogue about learning more about your school/program in order to make a realistic comparison. Does this help, Peter?
The distance and their location is a sometimes challenge to us. If they are coming from far away, I make sure to add more features and benefits to the call so that they are more motivated to make the trip.
Yes, distance can definitely be a callenge to coming in for a visit. Your approach is quite interesting, too. I'm curious how you know which features and benefits to provide them in order to increase motivation?
Which obstacles are most difficult for you to overcome on the phone and how do you plan to improve your response?
The biggest obstacle I have to overcome is "what is the cost". This is something I usually try to avoid, but my personal rule is if they ask 3 times I tell them. I dont want to seem as if I have something to hide, but I also dont want to "give away the farm" and give them no reason to come in.
Yes you have touched on one of the toughest questions people deal with on the phone - What does it cost? Your insights are solid in that you still want a reason for them to come in however the avoidance of the question could pose other problems (i.e. lack of trust; assumption it's too high, etc.). An additional approach you might want to add to the mix is simply telling them the cost and ask them if it's what they expected. Then ....wait for their response. It can only be one of 3 things (yes, it's what I expected; it's less than I thought or holy cow...that's a lot of money).
If they respond with the latter, simply ask them "compared to what?". If they say a community college or state school, then you can talk with them about the differences a career college offers. If they say they don't have that much money, you certainly can help them with options, too. Make sense?
When students are focused on the 'cost' of the school and are not willing to consider the value of their education. I try to hold the discussion of tuition for when the student visits so I may build the value of the education in their eyes, but it can be diffcult at times.
You're not alone on this one, Jessica. It can be frustrating when you know the multiple benefits your school has to offer and yet the student stops listening after hearing tuition. And while waiting to discuss tuition during the visit could mean the chance to showcase your school, it might also give the student the impression that you're hiding something. Not an impression you're trying to make, I'm sure.
The next time you get this question on the phone, try the following approach. Tell the student the cost and then ask, "is that what you expected?" Now, wait for the response. Your student is likely to answer in 1 of 3 ways (yes, it's what I expected; it's less than I thought or whoa...that's a lot of money). If they respond with the latter, simply ask "compared to what?". If they say a community college or state school, then you can talk with them about the differences your school offers. If they say they don't have that much money, you can help them with options, too. Does that help?
Cost! I need to be very comfortable saying it clearly and then following up with an appropriate question.
Hi Brian. Yes, I hear that cost is uncomfortable for a lot of folks to talk about. I'm cutting/pasting a response that you may want to consider using the next time someone asks you what tuition is.
Try this simple dialogue the next time someone asks you for cost. First, answer their question in a simple, straight-forward way. For example, "the tuition for that program is $20,000." Then follow with this question, "is that what you expected?" Their response is key because they only can answer 3 ways (yes, no or I'm not sure). If they say yes or they're unsure, then move on. If they say, "it's a lot of money" then ask them, "compared to what?" This follow up question is KEY because you need to know what they're comparing the cost to. From here,you can then have a dialogue about learning more about your school/program in order to make a realistic comparison. Does this help?
Wow, thanks for the great response! I love this approach. I will share this with my staff today and see how they feel about it. Again, thanks.
Thanks, Brian. I believe the key is to be straightforward and confident vs. afraid and avoiding. The latter approach just creates a lack of trust.
Being honest about cost is essential and being knowledgable about why it costs more (in some cases) is important. Career colleges and community colleges are different delivery models all together. Remember...people will pay more for something they want. Perhaps it's worth it to pay more so they can take the classes they want to focus on and get into a job faster. Or maybe it's they will pay more for the flexible schedule that allows them to go to school and keep their job. Either way, the key is to discover what's important to them that makes the cost worth it.
The obstacles that are difficult for me to overcome are prospective students who are concerned about the tuition and those who are shopping around. I plan to improve my response by letting those who are financially concerned that there are funding options available to help cover the cost of their education. As far as those who are shopping/researching for the right school, I will let them know the advantages to the college's program and the long term effects from the benefits we offer.
