My two biggest challenges over the phone are people just wanting information, and people who do not want to make an appointment. I will try to handle both problems in the same manner as they in a way go hand in hand. If I can convince them to come in for an appointment then they will be able to get all the information they need. I believe that I can do this by building in them the value that I am here to help them and that the best way to do that is for them to come in for an appointment so we can discuss everything.
I agree with you that the cost is a very tricky subject to be handled over the phone. I try not to get into it to much and handle that conversation when I have them at my desk.
Amanda,
That is a great idea! What else can you do to help alleviate the fears of your soon-to-be graduates in their job search?
Dr. Jean Norris
Lori,
It sounds like you are really trying to make the effort to build rapport, which is great. What else can you do if the student does not want to come in for an appointment?
Dr. Jean Norris
Lori,
Cost can be tricky! However, what harm do you think exists in telling them the cost over the phone?
Dr. Jean Norris
the most difficult obstacle is when they dont want to come in and the want all of the information over the phone. we have to show them the value of coming in to visit our campus.
Tution can be however if the value of the program is established typically this can be overcome
Maria,
Do you think you can provide value of your school over the phone?
Dr. Jean Norris
Stephanie ,
Excellent point. Can you give an example of what you say to a student that provides you with this obstacle?
Dr. Jean Norris
The most challenging obstacle for me is when a student cannot commit to the time constraints of our classes. I attempt to offer both night and day but sometimes their schedule at work does not allow.
when they only want to know the price...getting them to understand the value of having to come in
Richard,
That is a very common obstacle. What happens if this obstacle is simply one that cannot be overcome?
Dr. Jean Norris
Maria,
This is a common obstacle. How can you build value over the phone?
Dr. Jean Norris
When a student says that they are not interested and cannot go to school because they need to find a job first. I plan to overcome by asking how lonf they have been out of work and what type of work they are looking for and if they feel going to school will make them more marketable to a future employer.
Portia,
That is a tough obstacle, and it sounds like you treat it with care. What are some other ways to help the student with this obstacle?
Dr. Jean Norris
My most challenging obstacle is debunking the negative stigma of proprietary schools. Most students think they can get better educations at other local, more well-known colleges. How do I overcome this?
That is a great question, Isaiah! What do you think proprietary schools offer that is more valuable than a local, more well-known school?
Dr. Jean Norris
Overcoming the "How much does it cost?" question is the #1 issue I have when taking inbound calls. Many times I never even get out my name or "hello" & they interrupt me and say "I just want to know How much is it?" There is a lot of anger & frustration in their voices when they call & all I want to do is give them the cost & hang up!! I realize they are shopping for the best price in town and most have already determined how much our program should be before they even call us -- so, when they hear the amount of our tuition they literally freak out, raise their voice & say some not so nice things.
If they let me respond (normally they will just hang up on me) what I have found to work is to give them the cost & follow up with "were you planning on paying cash or applying for financial assistance?..." This steers the conversation to another topic & allows me to ask more questions so that I can create more value. Please let me know what works for you.
Kelly,
That is a great tactic! Sometimes it can be hard to keep students on the phone, especially if their agenda is just to get the cost. You have great awareness of your student callers, and a great strategy for when they stay on the phone!
Dr. Jean Norris
The biggest obstacles to overcome are time and money. Time is sometimes even more important than money to many adults. I can help representatives improve their response by really listening to what the time concern is and then probing into thier weekly routine. If a student can tell you where in their weekly schedule, they can fit in classes, then that helps in overcoming the objection.
