I learned that a good voicemail should be brief, identify who is calling, explain the purpose of the call without giving too much information, and clearly state the next step.

I learned that objections should not automatically be treated as rejection. Instead, they can be an opportunity to ask questions, identify the real concern, and help the student consider possible solutions.

I learned that an effective outbound call should have a clear purpose, a strong opening, thoughtful questions, and a specific next step. The goal is not just to deliver information, but to create a productive conversation and understand what the prospective student may need.

The inbound call experience is an important first impression of the institution. I learned that how a call is answered, the tone used, and the way questions are handled can strongly affect how a prospective student views the school. It is important to be professional, welcoming, attentive, and focused on understanding the caller’s needs rather than just rushing through the conversation.

One thing I took away from this topic is the importance of understanding what the student actually needs before explaining everything an institution has to offer. A program feature may sound great, but it only has value if it connects to something that matters to that particular student.

I plan to apply this by asking better questions and listening more closely before providing information. If I understand the student’s goals, concerns, schedule, and other priorities, I can focus the conversation on what is most relevant to them. I also think it is important to be clear about limitations and expectations… >>>

One thing that stood out to me in this module is that product knowledge is much more than knowing the programs your institution offers. It also means understanding the student experience, support services, expectations, costs, and even the limitations of what your institution can provide.

I plan to apply this by making sure I understand enough about our programs and services to have honest conversations with prospective students. The goal should not just be to get someone enrolled, but to help them understand their options and decide whether the program is actually a good fit for what they want to… >>>

There are four essential elements that make a successful sales person. The approach cited by Connor can fit extremely well with the new paradigm of customer service or “student-centered” focus within the education sector. The four elements identified by Connor are product knowledge, sales skills, people skills, and attitude.

Listening is not just hearing the communication, but actively processing, understanding, and interacting with the information. It's a cognitive processing function, but not passive, and requires active participation and decisions to maintain engagement.  

It is important to maintain information that is compliant and accurate. Keep answers, direct, transparent, and consistent. Provide them sources to do individual research, or refer them to another department. 

I learned how important it is to always be transparent and brief when discussing Financial Aid, as the job of an Admissions Rep, we should refrain from going into details regarding Financial Aid and leave that for a Financial Aid Rep so the information is always accurate across the board and there's no discrepancies or false information shared.