Provided prospective on the inbound call process and how to manage areas where we maybe falling short.
Listen to the students needs, if you have a solution they will likely enroll
A call log is a helpful tool for organization.
The 7 Ps of telephone etiquette! Common sense, yet a great way to remember.
I really think one of the concepts that should be at the top of the list is, ability to listen. It directs your response but more importantly let's the caller know that you are actively listening.
Comment on Claire Frisbee's post: This is a great tip! I think it's important to be honest with "customers" and let them know what's going on so they don't think you're rude while you tie something up on your end and provide great customer service when you're finished.
I think having good listening skills is important so one knows how to gage the conversation and to show interest in the callers needs.
Positive tone and supporting questions go a long way. Knowing the best approaches to get someone to set an appt are key to success in Inbound calls.
Comfortability with any potential objections is key. Especially figuring out what other people may be involved in the decision making process.
Having an awareness of your phone presence can make you sound more professional and accepting to others.
This module was extremely helpful. It shows you how to engage with the student. So far this taught me that your tone in your voice is important. Make sure you are listening to the student that way you can make sure you provided the information they request.
Practicing how to answer the phone and listening to yourself to try and see what to improve on, whether your tone or how you speak.
I learned that tone is a thing. It is very important for us to monitor our tone, it can deeply determine our results.
How the student feels during and after the call is key. Ask questions and listen, don't sell.
It's imporatant to have phone personality
I loved how it was nice to build a good rapport with the caller and sell the product at the same time smoothly
I will apply this through effective listening. Effective listening allows the counselor to do there job effectively. This allows the admissions counselor to to be helpful when guiding the student to make the right decesions.
This module really emphasizxed how valuable both tone and energy can be to make a first impression. Add in a strong cadence and perosnal touch and it should yield strong show-rates.
Your attitude over the phone still comes across. Also, I find it hard to listen to myself in a recording but this practice might be needed if I truly want to evaluate if I’m able to engage in the communication hierarchy, even over the phone.
This module was a great introductory on how to present myself over the phone.
