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Active listening is so important when engaging with anyone, by listening to understand, and comprehend.  I find myself at times being on mute so I can allow the other person to say what they need to say so I do not interrupt them. Many times, I take notes so I can revisit their comments or statements with questions. This learning has been very insightful and allowed me to see how far I have come with my active listening skills in general. 

I appreciate that the close of sale is a process that still requires listening and understanding. You must REPEAT what the student has expressed, addressed deficits, what they're looking to accomplish, so they feel heard, REITERATE the benefits, CHECK-IN with them, see how they're feeling, LISTEN and if all aligns well then you ask for an enrollment. Sometimes we can rush this process, but it still needs to be massaged to make sure you have a student that's ready to commit. 

Two points I like reading about: Students leave school because they don't feel school cared about them and even when you're on the phone with a prospective student, use your body language.

After looking at the difference between Empathy and Sympathy, I have a better understanding of how to phrase a question or comment. 

When a student voices concern, it is important to be honest, display empathy and customize. 

Confidence is key in presenting value. It is also important to speak to the support team/decision-makers that the prospective student may have with them, so they also understand the value. 

A couple of things stood out to me: 
Value = Benefit - Effort - Risk - Price

And, prospective students are not looking for your school, education value mean different things to each prospective student and admissions professionals are responsible for presenting to value to a student. 

Pay attention to body language and your tone.

Being a great listener is an Act of Kindness when conversing with others; friends, colleagues, family or strangers.