Dr. Jean Norris

Location: 55 e. jackson blvd., suite 950, chicago, il 60604

About me

27 year veteran of the education industry working in both proprietary and non-profit higher education. I have served primarily in the roles of marketing and admissions administration as well as a faculty member and academic dean. My passion is training and employee development by providing innovative content and delivery that reinforces compliance and meets the demands of today's student consumer. Our admissions training program, EnrollMatch is the FIRST and ONLY admissions training program to receive a legal seal of approval for meeting all national and regional accrediting agency admissions related standards. To learn more please visit www.enrollmatch.com

Interests

training, admissions best practices, compliance, guidance counseling, sales

Skills

developer of enrollmatch - the ethical enrollment process; author; speaker; trainer; personal coach

Website

https://www.nortonnorris.com and www.enrollmatch.com

Activity

Dr. Jean Norris

Discussion Comment

Questions to Elicit Information

These are great questions, Martin. Using questions that begin with "what" and "how" usually provide more information than a simple yes or no response. The "why" question can be a bit tricky in my experience. Sometimes (depending on your level of rapport with someone), it can be taken as being judgmental or accusatory. For example, "Why did you decide to go to school now" can make someone defensive. The usual response to a "why" question begins with "because..." - or a need to prove something. This can break rapport so I typically suggest using a "why" question only with a… >>>

Dr. Jean Norris

Discussion Comment

Tools to Overcome Obstacles

It appears in this case that you already had the knowledge but will now apply it in a different venue (the phone). Let us know how it goes, Martin.

Dr. Jean Norris

Discussion Comment

Using Creativity for Call Backs

Sounds as if this works for you. That's great! Any other ideas?

Dr. Jean Norris

Discussion Comment

Your Most Challenging Obstacles

Interesting. So let me ask you a question. Is the fact that they don't want to come in for an appointment an obstacle at all? What if they just have different preferences for how they want to get information?

Dr. Jean Norris

Discussion Comment

Questions to Elicit Information

These are great questions, Hope. I'm a big fan of questions that help people figure things out for themselves such as what's important to them and what they want to change. Good work!

Dr. Jean Norris

Discussion Comment

Inbound Calls at Your Office

So it sounds as if you let the prospective student know ahead of time that there may be interruptions. That's definitely a plus! Has there ever been too many interruptions or has it gotten in the way of your communication with the person in front of you?

Dr. Jean Norris

Discussion Comment

The impact of the situation

I really like your analogy of "bend without breaking". This awareness and flexibility are essential for leadership success. Can you provide an example from your past on how you "adjust accordingly" when the situation requires it.

Dr. Jean Norris

Discussion Comment

Your Phone Personality

Great! I'm curious how you understand and confirm their needs. Can you share your technique with all of us to learn from?

Dr. Jean Norris

Discussion Comment

Your Tips for Making Calls

Yes the high pressure sales techniques are very outdated and ineffective approaches. I love your idea of giving them space however it is useful to put an action step with a date on there too otherwise they may simply "float" around. For example, "it sounds as if you need more time to figure out your childcare, is that right? How about if I give you a call next week after you meet with the facility we spoke of. What's a good day/time for us to connect?"

Dr. Jean Norris

Discussion Comment

Your Most Challenging Obstacles

This sounds like an effective approach Denise. Breaking the overall expense into years is more accurate too for loan eligibility too. If you get a chance look at the other forum posts on some ideas on addressing tuition or cost. You may find some other approaches to add to what you do.

End of Content