Open end questions is a more positive way for both, the listener and you. You wouldn't want any negativity or for the listener to feel bad, uncomfortable and irritated or embarrased. This will only result in a loss. Let them see and know that you are there to help them succeed and engage with them.

I have learned that you can actually turn those challenges into positive thinking and work around them . As Admissions representatives we have put youself in their place to see and understand what the student issues are, wether it would be personal problems, money, don't know if he is ready or not etc... Always present options and the values of your school. 

I believe that the best value is the way you present your product and services, but mainly gaining the trust of your prospective student. Let them know that you will make it easy for them through the enrollment process, let them know you understand their needs and let them see that you are there to help them all the way to succeed.

You should know about all rules and regulations and apply them to everyone and yourself.

I have learned more about being in compliance. How to build a very resourceful noteboof for the Institution I work for. How Florida Statutes work in compliance to being in Admissions. What are the terms, rules and regulations. I have also learned about substatntive changes requirements. About how everything needs to be in compliance with Florida Statutes, codes and regulations.