conversational professionalism for admissions advisors

CONVERSATIONAL PROFESSIONALISM“YOU ARE WHAT YOU SAY”

©2012 COMMUNICATION EXCELLENCE. ALL RIGHTS RESERVED.

CONVERSATIONAL

PROFESSIONALISM

FOR ADMISSIONS ADVISORS

“YOU ARE WHAT YOU SAY”

Presented by:

COSMO WOLLANSTUDENT COMMUNICATIONS EXPERT



FIRST IMPRESSIONS MEAN

BUSINESS…



Your Admissions Advisors start with powerful and professional tools… AND THESE TOOLS ARE THE FOUNDATION FOR SUCCESS:

SCRIPTS

TALKING POINTS

PRODUCT KNOWLEDGE

It is in how they USE those tools that success is achieved.



What would you think if you called an 800# to discuss getting better car insurance, and they said:

“Yo, wazzup? Thanks for callin’ Shyster Insurance. What kind of car you drivin’?”



So what might a prospective student think if they hear:

“I see you called about college. Lemme axe you a few questions…”

or

“I’m callin’ bout the colleges you said you was interested in. Whazzup?”

?? ? ????



What your prospects

THINK

is determined by what they

HEAR.



What your advisors say = INFORMATION

How they say it =

PERCEPTION



What is WRONG with the following:

“Where can I reach you at?”

“Let me axe you a question…”

“I’m calling to tell you about the colleges you was interested in…”



Would it bother you if you discovered that the guy from the FORD Dealership who sold you your car drove a HONDA?

DO we or DON’T we have more confidence in a product if the person selling it to us also uses it themselves?

? ? ? ? ? ? ?



The product your Admissions Advisors are selling is

KNOWLEDGE.How can you expect to inspire potential students to

choose your college if your Admissions Advisors sound as if they failed High School Freshman

English?



Frequently Heard – Always WRONG:

• “Let me axe you a question…”

• “Where can I reach you at?”

• “…due to your situation, you are eligible for

the…”



This is not about being smart or dumb… or whether your Admissions Advisors have a master’s degree, a

bachelor’s degree or no degree.

It is simply about using the BEST TOOLS for the task at hand.

Like a thoroughbred racehorse or a top fuel race car,PROPER GRAMMAR IS A TOOL THAT WILL MAKE THEM BETTER AT THEIR

JOB.



Before an Admissions Advisor can answer questions,

explain benefits or describe options and

opportunities, prospects will be making judgments

BASED ON IMPRESSIONS OF WHAT THEY HEAR.

or



What do want your potential students to HEAR

when they chat with your Admissions Advisors?

It represents your school, your image and your reputation.

or



A wise man* once said: “YOU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.”

Your prospects look to your Admissions Advisors for inspiration.

HOW WILL THAT FIRST IMPRESSION INSPIRE THEM?

*Conflicting sources attribute this quote to Will Rogers, Mark Twain, and Arthur Schopenhauer



Conversational Professionalism (for Admissions Advisors) is available as a stand-alone 2-hour seminar or can be incorporated as a 2-hour segment of a larger scope training program.

Seminar groups should be no larger than 20-25 participants for optimum interaction.

All university Admissions Advisors who regularly interact with potential students can benefit from this training. Whether on the phone or in person, your prospects are evaluating you as much as you are assessing them.

CAN YOU REALLY AFFORD NOT TO PUT YOUR BEST FOOT FORWARD?



THANK YOU. WE LOOK FORWARD TO WORKING WITH YOU.

Cosmo WollanStudent Communications Expert

Senior Training ExecutiveCommunication ExcellenceSM

Office: 754.300.9678 Cell: [email protected]

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