Nancy Rogers: Someone texted me and said they're trying to get into the meeting they need the password.
Nancy Rogers: Is there a password I could give them.
Karen Fisher: God I think you're on mute.
Enrollment Resources: I was.
Enrollment Resources: There shouldn't be a password to this, it was the link that they received once they registered.
Enrollment Resources: But is it asking for them.
Nancy Rogers: it's asking this girl named Michelle or Jamal.
Nancy Rogers: And she's saying, please send me the password I can't get in.
Oh.
Karen Fisher: The link.
Karen Fisher: Hello everyone coming in.
Nancy Rogers: Are you going to send her the link.
Enrollment Resources: Yes, i'm going to find her within the registration link and see if I can send it right.
to her.
Karen Fisher: i'm just going to wait a couple more minutes for everyone to login successfully.
Karen Fisher: And then there's any more that come through Nancy do you want to just send us a message, or we can put it out there.
Karen Fisher: Yes.
Nancy Rogers: let you know immediately.
Enrollment Resources: Okay we're about to send Michelle an email right now.
Okay.
Karen Fisher: And we'll just give everyone one more minute you've got a message in the Q amp a high.
Karen Fisher: you'll notice that we're using the webinar, which means that we can't see you but we'll have all the questions available in chat and we can look at all of your messages and you can also have the opportunity to raise your hand and we'll be answering questions throughout.
Karen Fisher: Our session so we'll just give one more minute and then we'll go ahead and get started.
Nancy Rogers: Did you send that God.
Nancy Rogers: Did okay.
Enrollment Resources: I did, yes.
Nancy Rogers: Thank you.
Enrollment Resources: you're welcome.
Karen Fisher: All right.
Nancy Rogers: Is that it's asking for the email and password again.
Nancy Rogers: huh I don't.
Karen Fisher: Can you just click invite in the actual attendees list and add her.
Karen Fisher: might be an option.
Karen Fisher: Hello Hello.
Nancy Rogers: Michelle.
Nancy Rogers: difficulty and year and with zoom because on our end if you just click on it says click this link to join on the email if you just click on that link, you should be able to get right in there shouldn't be anything additional that you need.
Nancy Rogers: Some thinking, maybe some names.
Nancy Rogers: of God, can you just answer, whether or not you are able to join her in the meeting invite her into the existing meeting.
Nancy Rogers: She jody's going to try to invite you me, and I gotta get off isn't ready i'm so sorry okay okay by.
Karen Fisher: People are still coming in, so so that's great so we can I can.
Karen Fisher: begin and then we'll try our best and if not, she could we're recording this so we'll send her the webinar after the fact.
Karen Fisher: Great well Hello everyone Thank you so much for attending our second client mastermind of this year I will reintroduce myself, as we have some new names.
Karen Fisher: i'm Karen Fisher and the head of delivery at enablement resources i've been with er for almost a year now.
Karen Fisher: And I am the one in charge of production and fulfillment of all of your projects so i'm still happy that you're joining us for this 45 Minutes that will improve your show rates webinar.
Karen Fisher: And i'm pleased to welcome Nancy Rogers President and VP of operations at the source for training, she will be the host for your August client mastermind session.
Karen Fisher: Nancy has a passion for helping institutions and students by improving their admissions and financial aid processes.
Karen Fisher: She has partnered with over 400 schools across 44 states and served on numerous boards for many education entities, including the Florida Board of education.
Karen Fisher: some minor housekeeping rules, I wanted to mention that we will be answering your specific questions that you have from the polling that we did earlier, and we will be answering additional questions throughout the session and Jody and I will be here for any systems that you need so.
Karen Fisher: Nancy take it away.
Nancy Rogers: Okay, great well Thank you so much Karen and thank you Jody and things to enrollment resources.
Nancy Rogers: Anyway, we'll get started in i'm excited about this, because we all know that without an appointment showing we basically have nothing.
Nancy Rogers: So let's let's look at this phrase and it's one of my very favorite ones and says, you know you're a valuable asset for what you already know, because obviously everybody in this call knows a lot.
Nancy Rogers: But you know if you really put aside your ego you're going to become even more valuable for what you learn today and at minimum things that you'll be reminded of that maybe you'd forgotten so let's just put our egos aside and say what can we pick up on.
Nancy Rogers: So here's the agenda, we want to kind of start looking at sales in a fresh, new way you know so many people have such a negative connotation when it comes to sales so we're going to talk about that a little bit.
Nancy Rogers: We certainly want to understand, who are our students, how do they differ from us at this moment in their life.
Nancy Rogers: Not necessarily that we are them today, but maybe, many of us have had some of their characteristics, as we call it in years ago so we'll talk about who they are.
Nancy Rogers: Also course the biggest influencers to getting an appointment to show so though that that's the thrust of today and of course we're going to end with.
Nancy Rogers: going over what we believe to be the most effective phone outline something that you can follow that structured.
Nancy Rogers: So, with all that being said, you know answer these questions, we wanted to first talk about sales and how you feel about the word sales.
Nancy Rogers: You know we all try to say Oh, you know we're counselors or were advisors and, yes, we certainly are all of the above.
Nancy Rogers: But one thing for sure is that we all are in sales and it's not a negative, you know when you hear the word sales, I want you to think about what's the first word that comes to your mind.
Nancy Rogers: You know, when you hear anybody use the word sales what comes to mind, and the second thing I want you to think about is when you think of sales or selling anything what's the first picture that comes to mind.
Nancy Rogers: Well i'm going to show you what people have answered or its associated with sales pushy slimy sleazy aggressive they all seem to be so negative.
Nancy Rogers: You know, and when we think about what is the picture look like.
Nancy Rogers: Well notice, here we kind of get a guy in a checkered suit notice there's no women in there, which I don't know why.
Nancy Rogers: But anyway, that's exactly kind of what it concludes it we kind of think about this in a negative way, so we have to look at it differently, think about it in a positive way.
Nancy Rogers: You know it's really changed a lot in the last 10 years and I think the biggest thing that I want to get across is that you're only pushy if the prospect is not need what you have to offer.
Nancy Rogers: And the beautiful thing about what we all do, and admissions is people have contacted us in some way or another, through the Internet, a phone call a text message, whatever it may be.
Nancy Rogers: So obviously they have a need for what we have to offer so there's nothing that we could do or say.
Nancy Rogers: that's within reason that would be considered pushy if you really care about helping them fulfill what it is that they're looking for, so it really like us to think about it in that way.
Nancy Rogers: Now, times have changed it's no longer buyer beware, it is now seller beware, and why do we say that well when you think about it.
Nancy Rogers: The buyer beware meant that the buyer mean the person who's doing the selling actually had more information and what the buyer did.
Nancy Rogers: But nowadays the seller has equal or even more information because think about reviews and and yelp and all these different ways social media and all these ways that they can talk about you.
Nancy Rogers: or they can share their experiences so they've really got a lot more information available to them, so I want you to be aware that they are much more aware than before.
Nancy Rogers: And so the ABC of admissions really is where we need to start, we need to take a look at our attitude we need to believe in what we do and we have to have a commitment.
Nancy Rogers: A commitment to the success of others and i'm going to take a moment and emphasize all three of these because they're so important.
Nancy Rogers: attitude, if you take the word attitude and you assign the letter in the alphabet associated with each lead the number in the alphabet excuse me.
Nancy Rogers: associated with each letter in the word attitude, such as a is the first letter so that's the one T is the 20th letters, so that, obviously, would be a 20 when you add up all those numbers, it adds up to 100.
Nancy Rogers: And what that really is implying is that he thought it give it 100% you know in my travels and good land i've been done a lot of traveling in the last 30 some years.
Nancy Rogers: And I have seen equally talented people in admissions they have been doing it for the same length of time they have the same set of skills.
Nancy Rogers: Be at one far exceeds the other in admissions and and enrollments and I every time I sit down and try to analyze what the issue is.
Nancy Rogers: I find out that one is a far better attitude than the other, I always say on your way to work in the morning, give yourself a little checkup from the neck up.
Nancy Rogers: You know, really realize that when you walk in that door you there for one purpose, and that is to help people change their life or improve their life.
Nancy Rogers: And in order to do that, you got to believe in your school you got to believe in your programs, you know, we are not perfect.
Nancy Rogers: I mean there's no school, that is, in fact I got to tell you that a couple years ago I did a webinar not a webinar excuse me a workshop in Harvard.
Nancy Rogers: In their business division and you know, want the students there complain to students complain, no matter where they go to school.
Nancy Rogers: Think about it anybody who's being asked to put forth all this effort and money and time and sacrifice for an enemy salt that's way down the road.
Nancy Rogers: I can relate to that in losing weight, which i'm always trying to do.
Nancy Rogers: You know, but I think about that I think Okay, if it were just easy to go into the gym the first day and be able to lose the weight wouldn't that be great.
Nancy Rogers: But instead they want you to go, three, four days a week, they want you to pay up front, they want you to put forth the effort and the time and sacrifice.
Nancy Rogers: And the end result, maybe a year or two down the road.
Nancy Rogers: Well, so you've got to really believe, because this is pretty a pretty big move for our average student it's a pretty big commitment.
Nancy Rogers: So it has to start with you, believing that we absolutely can help our students and they would benefit from the education that we offer.
Nancy Rogers: And then the third one is I said is commitment when you take the job in admissions you are saying, I am now committed to other people's success and that's a pretty big deal.
Nancy Rogers: You know, and so don't get frustrated by some of the challenges they present to us, or some of the obstacles that they present.
Nancy Rogers: Remember that their challenges is what gives us employment if they had no obstacles and they had no challenges, there would be no reason to have us admissions.
Nancy Rogers: People would just walk in the door, they would sign up or they would go online fill it out do whatever they needed to they be an enrolled students, they would start, they would stay, they would graduate that will work.
Nancy Rogers: But we know that they need our hand holding, we know that there's going to be objections, so we have to be prepared for that.
Nancy Rogers: But in order to not get frustrated with it, you have to recognize that we to the to the job that is committing ourselves to the success of others and that's a pretty serious thing.
Nancy Rogers: So what i'd like to do is to prove a point and before even talk about what the point is, I want to see if anyone else could come up with it.
Nancy Rogers: So here's a little exercise, I would like us to do take just a moment, if you would and grab a pen and paper, if you don't already have one.
Nancy Rogers: And i'm going to pause for a moment, as you grab that pen and paper and what i'd like to do now is to have you start out with number one which says.
Nancy Rogers: pick a three digit number that does not start North end with a Z room and it does not start nor end with the same number, so you can see, I chose 853 is my three digit number.
Nancy Rogers: i'm put a red X next to the things that you cannot have such as as the row in the front and back of the number or you cannot have the same number in the front and the back.
Nancy Rogers: So just choose a three digit number and then reverse that number step two is take that 853 in my case, and make it 358 so all you did there is reverse your three digit number.
Nancy Rogers: Then, the next step is I want you to add or subtract the number subtract 3589 case whichever is your smaller one subtracted from the larger one.
Nancy Rogers: So in my case that comes out to 495495 is my answer will call it the remainder, if you read main dirt is anything less than 100 such as 99 or less.
Nancy Rogers: Put a zero in front of it just to bring it back to a three digit number.
Nancy Rogers: Now i'm going to repeat those steps you chose a three digit number that did not start nor end with a zero, and it did not start nor end with the same number, then you reverse that number, and then you subtract and your smaller number from the larger number.
Nancy Rogers: Then you're going to take that number, and if it's only a two digit remainder you're going to add a zero in front of it if it's already three digits such as minus 495 don't mess, with it, then I want you to reverse your remainder, which for me was 495 becomes 594.
Nancy Rogers: And then you're going to add those two numbers together the 495 and the 594 so what number do we come up with.
Nancy Rogers: 495 plus 594 equals 1089 every single one of us should end up with the same exact answer which is.
Nancy Rogers: If you follow the directions and, hopefully, I gave them good enough for you, but I know can get a little confusing, but you should all end up with 1089 so what's the point of that exercise.
Nancy Rogers: Well let's go back for a moment and say we all chose a three different three digit number that was different from each others.
Nancy Rogers: which represents, who we are, as individuals, all of our different backgrounds are different experiences are different training sessions.
Nancy Rogers: And it is because we all have different backgrounds and different personalities, then we all have to follow the same formula in order to end up on the same page with, which is what we call the right end result.
Nancy Rogers: And notice, if you follow that formula, even though you all have a different number you all end up with 1089 if there is anyone who did not end up with 1089 put it in the chat and will acknowledge it and see what we can do to help you out.
Nancy Rogers: Okay.
Nancy Rogers: Okay, so moving along So what is this thing that we should follow what's called a script.
Nancy Rogers: You know a lot of people like to soften and call it an outline and you'll see me references and outline periodically.
Nancy Rogers: A script is not meant to be read verbatim and people have a negative connotation, with a script and I gotta tell you after 37 years of doing this.
Nancy Rogers: I still have a script when I go to a school, as I always end up taking interviews or phone calls, you know I want to show people exactly how I do it.
Nancy Rogers: And I still have to have my script in front of me, you know so it's not meant to be read it is just meant as a cheat sheet add your personality to customize it.
Nancy Rogers: But the flow has to be consistent, the flow has to have a beginning a middle and an end.
Nancy Rogers: So you know, sometimes people say well you know what that lead was no good it's so easy for us and admissions to start putting a label in front of the lead.
Nancy Rogers: That lead was no good that lead didn't do this, that lead wouldn't wouldn't have started that lead would have never stayed.
Nancy Rogers: You know the bottom line is a lead as an individual and each of those and I just took an average here of a lot of the clients that I work with.
Nancy Rogers: And their average cost per inquiry is $100 actually was 99 in the survey, but I rounded it up to 100.
Nancy Rogers: So let's play this if each lead costs $100 What if there's five people in admissions and each admissions representatives mishandled just one lead the day.
Nancy Rogers: One liter day per admissions representative means five mishandle the week if there's five REPS doing that then there's 25 mishandled leads in a week.
Nancy Rogers: That means, if you take a time just 15 weeks to keep numbers, simple, then you mishandled 1200 and 50 leads in a year.
Nancy Rogers: And last advertising dollars if each of those the hundred dollars at 720 $5,000 in lost advertising what, if you would have converted 20% of those leads.
Nancy Rogers: 20% of 1200 and 50 is, you would have had 250 additional starts, and if you took 250 starts times just 10,000 in revenue or a tuition that comes out to an additional $2,500,000.
Nancy Rogers: So at when you think I was just one number one remember it's an individual, they are a human being that we have to at least do our best if we find them to be non interested or not qualified that's fine but let's start out with treating each one exactly the way we should.
Nancy Rogers: Okay, so why is a script important you know what it does so many things it's certainly improves your lead conversion.
Nancy Rogers: So if you're looking to improve your your contact rate and in return your appointment setting and your show rate, which is what this is all about.
Nancy Rogers: You absolutely need to follow a script every day is a little bit different in our world, and sometimes different things happen.
Nancy Rogers: which makes us think to ourselves, you know well, maybe i'm not feeling as good today, so we shorten this we leave this out.
Nancy Rogers: that's why I love having that script in front of me script should be easy to revise an update, as you need to.
Nancy Rogers: It helps you to stay in control, which means that objections are less likely to come up, but if they do you're prepared to overcome them and it maintains that consistent message that we'd like to hear and accreditation certainly likes to hear, by the way.
Nancy Rogers: So I always say you know own the script so you don't sound robotic, but if you believe in a script you won't sound salesy either because it's going to come across as natural.
Nancy Rogers: You know i'm I had a boss, my first study in the admissions I just got to share this little story, who said to me Nancy you're not doing so well, and I said yeah you're right i'm not.
Nancy Rogers: And so I said I can understand because I care so much because i'm such a believer in education, and I said I care so much I can understand it.
Nancy Rogers: And he said well you're not following a script you don't have anything that you follow all you're doing is telling them that you care.
Nancy Rogers: And I thought, well, that was the number one thing he said, you have to show them that you care and you'll have to somehow deliver that within a customized outline.
Nancy Rogers: So he said to me if you can only have one or the other, a great hearing personality, or a script that you follow, which would net you the bet the best results.
Nancy Rogers: And i've got to tell you that, yes, the best answer would be both because I believe in both but the script wins.
Nancy Rogers: It is that important to have a script because there's certain things that have to take place during your call to not only end up with an appointment, but certainly an appointment that shows.
Nancy Rogers: So, as we start out, the first thing we have to do is go back and say, well, who are students, how do they differ from who we are, at the moment.
Nancy Rogers: What are they thinking, but we did a survey the survey several years old, now, but we just are in the middle of redoing it.
Nancy Rogers: And we asked questions to our students and one of the questions was what's on your mind when you go to make that first connection with a school.
Nancy Rogers: What are your concerns what's on your mind, and these are the top three answers they are concerned about whether they can do it, whether they can afford it, and if they'll fit in.
Nancy Rogers: Those are the top three answers, so one of the things we certainly now now is if that's on their mind, not just during the phone call, we have to be sure we get them to feeling good about it, but also of course later in the interview, we have to be sure to address all three of these concerns.
Nancy Rogers: So, as we look at those concerns, we say okay well you know student characteristics, you know are so different than ours in this moment.
Nancy Rogers: You know many of the people who contact us or contacting us because they're unhappy they don't like what they're doing or they want to do something better, or they want a promotion.
Nancy Rogers: or they want a second career, you know, they also have a lot of fears associated with it it's not just fear of failure, which many of them have.
Nancy Rogers: But it's fear of the unknown is fear of the time that it's going to take to dedicate to it.
Nancy Rogers: You know I always ask admissions when I do workshops at schools, I say how many people today, right here on the spot could commit to going to school four nights a week for the next two years.
Nancy Rogers: right on the spot, I mean wouldn't one of the first things we say to ourselves is oh my gosh we're going to get to get that time.
Nancy Rogers: You know, oh my gosh how am I gonna who's going to pick up the kids or how am I going to deal with, and all these concerns start to pop up.
Nancy Rogers: You know, and that creates fear within them, so we have to eliminate that fear.
Nancy Rogers: Many of them have a low self esteem, because of what's happened before in their life, maybe they went to college and it didn't work for them, maybe they dropped out maybe they failed out.
Nancy Rogers: Maybe their job is making them feel less than and, in return, they have a low self esteem.
Nancy Rogers: Well, if you've ever noticed that on those days, and I think we can all admit them in certain days we've got a lower self esteem.
Nancy Rogers: And those days it's hard to make a decision it's really hard for us to trust ourselves to make the right decision so i'm returning, what do we say, but you know i'll put that off i'll get to it later.
Nancy Rogers: Well, the same thing, our students going to do so without our encouragement support and direction.
Nancy Rogers: There they may listen to a great phone call with you, but have no intentions, they don't feel good enough about themselves, they have no intention, they may set that appointment knowing they're not going to come in, so we have to somehow in that call get them to feel good about themselves.
Nancy Rogers: Also, we obviously know they procrastinate and I gotta focus on this one for a moment, because when you think about it, if they were not a procrastinator, why are we there.
Nancy Rogers: We know they're going to put it off that's why we're there, you know how many people what what I call flip to the next start.
Nancy Rogers: You know people put things off or how many times do we talk to someone in the phone we say well how long you been thinking about it and they say years.
Nancy Rogers: I mean they are proven procrastinators but you know what many of us are the same way.
Nancy Rogers: Many of us wait until the last minute to get something done many of something is due on Wednesday Tuesday night we're probably finishing it up.
Nancy Rogers: You know, so we all tend to procrastinate but because we know this, we have to be sure that we create a sense of urgency which we'll talk about.
Nancy Rogers: And there's, this is an interesting quote, that I took from an article recently and it says, you know as a digital.
Nancy Rogers: first generation gen Z expects immediacy that want them those Amazon deliveries, the same day.
Nancy Rogers: They want a frictionless experience on uber they want that personalization they're always scrolling through social media feeds.
Nancy Rogers: You know there's no such thing as online and offline they're always online and they expect instant anytime anywhere access and that's something that we have to really understand the importance of speed and we're about to get into that.
Nancy Rogers: But before we do we're going to talk about what are those barriers that they have in the coming to school.
Nancy Rogers: Well, ironically, these five barriers here or obstacles is we'll call them are the same five reasons why people either don't enroll.
Nancy Rogers: or don't start if they do enroll or drop if they do start they're the same five it's lack of childcare it's negative support from home.
Nancy Rogers: Transportation issues money issues or schedule conflict, those are the big five now some of those we want to be aware of for on our phone call, but a lot of these have to do with interview and how to overcome those I just wanted to bring those up so here are the big influencers.
Nancy Rogers: Speed is number one and we're going to talk about this because conversion rates directly correlate with response times, do you know that 78% of leads buy from the First Company they speak to.
Nancy Rogers: And let's pause here for a moment and say this, the average student, and this is from surveys, the average student checks into four different schools when they're looking at going to school for.
Nancy Rogers: And if you are the first to respond to them, you have the best shot of getting them to come to your school they immediately stopped their shopping if things click with you, they put it off in ages do do what you asked them to do.
Nancy Rogers: So i'm going to ask you to ask yourself these questions, how quickly are the leads distributed at your school.
Nancy Rogers: i'm assuming most of you, like most people nowadays it's mostly Internet leads Okay, so the Internet lead, we have to find out who gets the Internet lead at your school does it go directly into your system.
Nancy Rogers: Or does it go to the front desk and they have to distribute them how do they get distributed how quickly, are they distributed.
Nancy Rogers: How long does it take for lead to get the initial attempt so let's say that a lead comes in at two o'clock.
Nancy Rogers: Maybe it's two or three by the time you get get around to it, do you try to contact them immediately or what if you're going on a tour with a student at that moment.
Nancy Rogers: Or what if you're tied up on a phone call when that lead comes in time keeps ticking away, you know here's how long, should it take from lead to first attempt connection less than one minute.
Nancy Rogers: The best thing about, that is your connection rate will automatically go up if you're looking to improve your connection rate I can't say enough how important speed is.
Nancy Rogers: You got to be able to get connected with them remember if they just inquired that means they're close to either computer or their cell phone or something so you're more likely to be able to get connection.
Nancy Rogers: The other thing is, I was just talking with a client yesterday, and she was saying how difficult it wasn't people weren't picking up on her phone calls.
Nancy Rogers: So I asked her to call me when she called me, we found out she's using Google voice well no problem and using that but guess what shows up in my phone when she told me it showed up as spam risk.
Nancy Rogers: The cell and we all know, nobody's answering spam risk calls and so be careful D, are you aware, or do you know what shows up when you are calling out, especially if you're using Google voice to call out.
Nancy Rogers: So I want us to really pay attention to how quickly you can get on the phone with that brand new lead.
Nancy Rogers: And then we'll take a look at the total of the five influencers speed big one, build a relationship with them build a rapport.
Nancy Rogers: Be sure that you use their name people love to hear their name, so it would be Jody this are carrying that.
Nancy Rogers: You know probing here's where they have an opportunity to talk it is so important to give them that opportunity.
Nancy Rogers: Ask open ended questions if you ask closed ended questions they're only going to give you one word responses, so let me play that out for just a moment, so if I said to you did you graduate.
Nancy Rogers: All you're going to say is yester now, but instead of I say let's talk about your educational background, how long you know how far did you go in school.
Nancy Rogers: Well, now they're going to say, well, I graduated from the 12th grade you know and then maybe i'll probe them and say, and where was that.
Nancy Rogers: You know now you're going to get them talking, but if you use closed ended questions.
Nancy Rogers: And do you work there's another closed ended question they're going to say yes you're now instead say fill me in on your work history what's going on.
Nancy Rogers: You know, make it conversational sounding the most important part that I want to point out in this section of probing is there's a line that I learned many in fact my background and credentials are on counseling.
Nancy Rogers: And I can tell you counseling really fits this scenario, so well but remember that you're held accountable in counseling too.
Nancy Rogers: And I think that's where the difference that people feel between sales and counseling is that there's counseling doesn't have this.
Nancy Rogers: This so called an ending to it or this thing, where you have to be sure that you make it work well you've got.
Nancy Rogers: you've got to make it work or you're going to be out of businesses and counselor you've got to see people better for having met with you.
Nancy Rogers: And one of the things that you quickly find is the person doing the talking is the one making the commitment.
Nancy Rogers: So if i'm doing all the talking on the phone then i'm more committed to them and showing them, they are by gotta get them to open up.
Nancy Rogers: ask them feel questions to how do you feel about returning to school there's so many great questions to get them to open up and remember again the person doing the talking is the one making the commitment.
Nancy Rogers: You got to build value to the appointment you now, I always say to them in fact there's a line that we changed many years ago we actually now say it's required to have an appointment.
Nancy Rogers: And whether that is online and you do that, via zoom which I hope if you're doing strictly online and you're not in an office.
Nancy Rogers: I hope that you're doing your calls via zoom instead of just phone calls you've got it that personalization is so important, so I beg you to use zoom For those of you.
Nancy Rogers: But remember that they need the field value associated with that appointment, so I like to use the word required I usually say something like this i'll say you know.
Nancy Rogers: Jody based on everything you just shared with me there's absolutely no doubt my mind that we can help you now, you really seem serious about this, are you.
Nancy Rogers: There is a closed ended question because i'm bringing it to a close, they say Oh yes, and then I say, well, good because we actually require a one on one career planning session.
Nancy Rogers: In fact, God you're going to love it, because when you can meet with me it's going to be all about you here's what we do.
Nancy Rogers: And then I go through a few of the things that we're going to go through which is building value to the appointment.
Nancy Rogers: i'm going to role play out a little bit more on that later on, but I wanted to give you a feel for what i'm looking for when I say build value to the appointment.
Nancy Rogers: And then on the urgency level schedule more today appointments.
Nancy Rogers: If you're strictly online and everything you do is online and you don't go into the office then your phone call should probably lead right into.
Nancy Rogers: The career planning session is we call it, or the interview, as you may call it, it should lead right into it.
Nancy Rogers: But for those of you are scheduling ground campus appointments or if the person doesn't have the time on the phone to go right into your interview.
Nancy Rogers: Then, obviously, you want to schedule a today appointment, that is the number one number one by far speed is for the connection.
Nancy Rogers: Today appointment is for the show rate, so if you're looking to improve your connection rate it's all about speed.
Nancy Rogers: If you're looking to improve your show rate, which is what this is all about schedule more today appointments I promise you overnight, you will see your your show rate go up.
Nancy Rogers: Now i'm going to play that out for you in a moment what I like to do is to start with today and how often does do I get it today.
Nancy Rogers: Well i'm going to take a guess on this one and i'm going to say, maybe 40 maybe 50% of the time they'll agree to it today.
Nancy Rogers: But what i've done prior to that is i've asked enough questions during my probing.
Nancy Rogers: That I really know what their schedule is because, if they're working i'm going to find out where do you work, you know how long you been there what's your schedule like what are your days off.
Nancy Rogers: I already know all that stuff So when I go for the today appointment i'm going, knowing that that time should be the best time that they may be available because, so I would say to them, I understand you get off at four o'clock today I have an opening in 515.
Nancy Rogers: Now let me pause there for a moment and notice, I went for it today appointment and let's say they come back and say oh I gotta pick up my my child from daycare you know something along those lines and i'll say Oh, I can understand that, what do you think you could work out.
Nancy Rogers: Now all i'm doing here is just nicely coming back a second attempt in the same, I can certainly appreciate that Jody, what do you think you could work out.
Nancy Rogers: And I it's kind of a vague question purposely done, I want them to interpret it the way they would like to.
Nancy Rogers: And, most of them interpreted to be in like well geez maybe I could get my husband to pick them up, or maybe I could get mom over there.
Nancy Rogers: Which is great, and it works very little and that sounds funny to say but i'm going to say that I can get maybe another 5% to schedule the today appointment.
Nancy Rogers: But we all know, if you work in admissions and you can get just one more person is scheduled today appointment you're doing a great job.
Nancy Rogers: And all I did here was come back in when they said oh I can't really make it at 515, as I have to whatever I just come back and say.
Nancy Rogers: Oh gosh, what do you feel you can work out and either they can work it out, or they can't if they can't the cool thing is, if I don't see anything if I give them that moment.
Nancy Rogers: If they can just say, or you know I there's really nothing I can do, but I could come in and all of a sudden, they come in with tomorrow.
Nancy Rogers: If you don't talk too quickly and stop them, they will come up with their alternative.
Nancy Rogers: Now for those again doesn't work all the time, nothing works all the time we go for the majority of the time.
Nancy Rogers: And what I like is by at least in going for today appointment actually create a sense of urgency, which makes it easier for me to land with a tomorrow appointment.
Nancy Rogers: But if I start with tomorrow and they say no now where Am I now i'm 48 hours away and a 48 hour away appointment does not have a good show Ray.
Nancy Rogers: It certainly doesn't have the show rate of it today or tomorrow, one, so the further away, that you make that appointment, the less likely they are to show up.
Nancy Rogers: The so again, I do my best to get it today, when I can't I settle for tomorrow, but understand if you start with tomorrow, then you may end up with 148 or 72 hours away.
Nancy Rogers: And so the other thing I don't know if you may have picked up on, as I said, 515.
Nancy Rogers: And you know I always like you know, at some point, I always like to play a little game with myself and admissions and I like to try different things out.
Nancy Rogers: And I thought, what if I start to give unique times, instead of always operating on the hour of the half hour, what if I throw in the quarter of an hour, what if I throw in something like 111.
Nancy Rogers: You know what will happen, well, I always ask the question and I want to ask this for you all to think about if I gave you a 111 appointment 111 this afternoon.
Nancy Rogers: What do, what do you think about a 111 appointment and for time purposes i'll tell you the responses I get most people say, well, that person must be really busy.
Nancy Rogers: They must be working them in which is a good thing right that's a good thought another thing a 111 appointment implies that it's not going to take a full hour.
Nancy Rogers: So another thing that makes someone maybe show it a higher percentage another comment is i'm more likely to remember a unique appointment then on the hour appointment.
Nancy Rogers: And it's almost like For those of you may play golf I don't play golf, but a lot of people my in my world play golf.
Nancy Rogers: And I noticed that everybody always has a unique time, like their tea, time is you know 814 you know, but they always remember their tea time so.
Nancy Rogers: I tried it and i'll tell you why it works it actually works, give a unique time, maybe you want to use just quarter the hours and go for 515 instead of 511 or something but i'm asking you to try and I think you will be very pleasantly surprised.
Nancy Rogers: i'm going to pause there and say, do we have any questions that are coming up in the chat.
Nancy Rogers: Oh you're muted, I believe.
Nancy Rogers: Karen.
Karen Fisher: Yes, sorry.
Nancy Rogers: Yes, okay.
Karen Fisher: Just taking a look at some of the questions um some of them you've actually already answered, but how do you get an appointment to show at a higher percentage.
Nancy Rogers: Well, and you're right i've covered that but I love repeating that because, again I want everybody to challenge yourself, when you get off this call.
Nancy Rogers: To schedule more today appointments go for it, if you don't get it that's fine.
Nancy Rogers: just go for it because, again, if you can get it today appointment, let me share with you the show rate, this is 15 schools that I tracked their information on and of those 15 I took an average, the average show rate on a day appointment is 83%.
Nancy Rogers: that's incredibly high because I would say the average school averages 40 to 45% overall and their show rates.
Nancy Rogers: You know, so if you can get it today appointment it's going to help tremendously also The other thing I want to say is that I love what I call big Mondays.
Nancy Rogers: On Monday I do everything I can to pack my calendar on a Monday, you know I want Monday to be so successful because, if I start out with a good Monday I know by Wednesday I probably.
Nancy Rogers: met my weekly goal, you know, and I can kind of slide into the into Friday, but if I don't have a good start to my week i'm playing catch up throughout the whole week.
Nancy Rogers: So give yourself a good strong Monday goal and be sure that you go for scheduling today appointments, especially Mondays where a lot of the leads came in over the weekend.
Nancy Rogers: You know so they've already been quote sitting around maybe dependent upon the type of service, you have for after hours, but something for you to consider but that's the best answer I can give you schedule more today appointments, is there any other question on here Karen.
Karen Fisher: Yes, absolutely so what's one of the better ways to handle objections.
Nancy Rogers: Well, am I, and I love that question and i'll tell you that an objection again is simply somebody saying I need more information or I need comfort.
Nancy Rogers: And i'm going to use what I think, to be the most dreaded question that we can be asked over the phone and that is the cost question.
Nancy Rogers: when somebody says how much does it cost, the first thing that I hear, because we do a lot of mystery shopping for our clients and the first thing I hear somebody starts to stutter or they say the word.
Nancy Rogers: Meaning already it sounds like you want to hide it from me, you know So be careful of how you're even going to start your responses what i'm pointing out there.
Nancy Rogers: But i'm going to play it out with you Karen if you wouldn't mind being my role player kind of if you'd be the student and you just say to me Nancy how much does it cost, and let me i'll respond the way I would respond.
Karen Fisher: Sure, thank you Nancy for having me but i'm really worried about the cost, how much that cost.
Karen Fisher: i'm not sure.
Nancy Rogers: Okay, I can certainly understand that Karen, in fact, let me ask you this is affordability your number one concern.
Karen Fisher: Yes, it is.
Nancy Rogers: Okay, I can so appreciate that it is for everybody goes back to school.
Nancy Rogers: But one of the best things you'll be happy to find out as since we're an accredited school we've got a financial plan for everybody.
Nancy Rogers: So what are the things we'll do is make sure that you meet with somebody at our school, whose whole job it is to help the offset your educational cost, in fact, let me ask you this gear Now let me pause.
Nancy Rogers: Let me take a drink here, excuse me.
Nancy Rogers: What I did, there are several things one is I acknowledged her concern I also told her concern was a very normal concern.
Nancy Rogers: I also tr told her that my God here to admit that affordability was your number one concern.
Nancy Rogers: Okay, which put me back in control, because at this point here when she has me the cost question somehow or another, she took control the conversation.
Nancy Rogers: I don't want her to have control the conversation the so I had to regain control so notice that, when she said how much does it cost.
Nancy Rogers: I said, well, I can appreciate your concern, let me ask you this is affordability your number one concern, they always say yes.
Nancy Rogers: And then I can come back and say I get it, I I can appreciate is for everybody, you know, one of the best things you'll find out as we're an accredited school, we got a financial plan for everybody.
Nancy Rogers: notice I didn't say financial aid for everybody, I said a financial plan for everybody.
Nancy Rogers: Okay, and then I also, at the very end, said and i'll be sure that you meet with somebody his whole job is to help you offset your educational cost.
Nancy Rogers: However, let me ask you this, too, and then I go into the next question, because if I just pause there they may come back a second time I just take regain control and I go right into the next questions.
Nancy Rogers: So I just wanted to kind of role play that one out because That to me is the number one problem that we have is we're not prepared for the cost question.
Nancy Rogers: Now they come back and asked me a second time I give them a per credit hour costs or o'clock hour quad costs, depending upon what type of school, you are, I may say, well it's.
Nancy Rogers: $50 o'clock air and one of the things we'll do is see exactly how many clock areas, you need there, let me ask you this, and then I moved into my next question again.
Nancy Rogers: So hopefully that helped the address that i'll move on in the presentation here's the five step phone outline.
Nancy Rogers: The first thing is that greeting when you make an outbound call or receive an inbound call you certainly need to establish control, you need to maintain that control.
Nancy Rogers: So the days of asking them how, may I help you have been long gone and if you are asking out like if you call out make an outbound or receive it in down and you start out by saying how, may I help you Sue.
Nancy Rogers: You are putting yourself in a bad position because they're going to come back and tell you they're gonna say yeah I wanted to know when classes start or I wanted to know how much it costs, you are prompting them.
Nancy Rogers: To ask you a question, instead, what you want to do is, I would say hi jodi this is Nancy admissions how are you doing today.
Nancy Rogers: I always started with how you doing today very non offensive it helps us start establishing rapport I used her name people like you, their name.
Nancy Rogers: And when they come back and they say Oh, not so good if they say that I said well let's see what we can do to turn that around.
Nancy Rogers: I understand that you contacted us to learn more information about our career programs or about the medical field, or whatever it may be.
Nancy Rogers: And they say yes, and I say, well, is this information for yourself, yes, it is well great let's do this God, let me start by asking a few brief question and see what I can really do to help you out.
Nancy Rogers: In that let's start with your present situation all of that is the greeting.
Nancy Rogers: What I did was I establish control i'm keeping control i'm the one asking the questions i'm a forewarning her for what i'm about to do when I said let's do this let's is a very appealing, or phrase, by the way.
Nancy Rogers: let's do this it's not it's not offensive in any way it's not abrasive.
Nancy Rogers: And I just say let's do this, let me start by asking a few brief questions so let's see how I can best help you in fact let's start with your present situation what's going on you're working not work and fill me in.
Nancy Rogers: And now I get them to open up so that's just the greeting part the next is the probing part, this is where we asked questions about their presence situation their past in their future.
Nancy Rogers: And I just want to remind this is the present situation that they want to change that's why we start with their President what's going on now working not working fill me and I love the phrase fill me in, then I say what did you do in the past, then I asked if you future questions.
Nancy Rogers: Then I always summarize their situation, which is step three so after I finished my probing I would say something like this i'd say you know Karen.
Nancy Rogers: I really appreciate everything you shared with me today, let me just be sure I heard you correctly, so far, he told me been working at the gap you've been there for a couple years.
Nancy Rogers: Your schedule kind of changes, sometimes you have to work weekends and you're not necessarily really happy with your schedule nor your pay have I heard you correctly.
Nancy Rogers: And they say yes, I need to get them to say a yes in my summarization It only takes 30 seconds for a summarization but they hear you.
Nancy Rogers: say it, they hear you say back to them what they shared with you and you get them to say yes to it.
Nancy Rogers: Then I go into step four which is build value to that appointment and schedule that appointment.
Nancy Rogers: Remember the only goal we have enough phone is to schedule an appointment that shows that's the only goal.
Nancy Rogers: Anything less than that we did not meet our goal now except if we go into an interview automatically that's different, but our goal is to set an appointment that shows.
Nancy Rogers: And then end with a personalized statement and here's one that I use a lot this is after i've scheduled the point, and I say to them in our God.
Nancy Rogers: I was just thinking about your situation and I gotta say to you, the most important thing you're going to do for yourself this afternoon is to come in and meet with me.
Nancy Rogers: In fact i'm going to assure you that you'll be so happy that you did i'm so looking forward to working with you i'll see you at 215.
Nancy Rogers: So something like that give it something don't just them with looking forward to helping you looking forward to seeing you looking forward to meeting.
Nancy Rogers: You know nervous I even you said work in and looking forward to working with you it's more action oriented.
Nancy Rogers: But prior to that what I did was I gave them some emotional thoughts and it's easy to do that if you really care about your students.
Nancy Rogers: And usually at the end of the call before I hang up, I am thinking of their situation, so it kind of comes very naturally when I say you know i'm just thinking about what you shared with me today and I gotta tell you.
Nancy Rogers: The most important thing you're going to do for yourself this afternoon is to meet with me and i'm going to share you be so happy that you did we're going to map this out for you.
Nancy Rogers: I can't wait to start working with you i'll see you to 15 so something like that is what we looked for.
Nancy Rogers: The so with all That being said, let's sum it up, so our last screen remember who they are remember their characteristics, be sure you communicate effectively in a clear voice, be sure that you got enthusiasm.
Nancy Rogers: implement a structured phone script i'm not asking you to sound robotic Nobody wants that, but please have something that you can refer to.
Nancy Rogers: Be sure that you take a moment, establish a rapport because it builds the trust it's necessary you want to be sure to probe.
Nancy Rogers: You know and listen that creates emotion and when someone gets emotional emotion causes change emotion causes change.
Nancy Rogers: summarize their situation on the call create value and be sure you do create that urgency we talked about.
Nancy Rogers: Direct the conversation meaning you're the one in control have something personal at the end is I just gave you an example of and be sure to use their name throughout people love to hear their name.
Nancy Rogers: So thank you, I will now turn it over to Karen and Jody to filter any questions they may have.
Karen Fisher: Yes, we do have a question.
Karen Fisher: How do you get that them, so the students to fill out the FA essay in time for the same day appointment.
Nancy Rogers: Okay well most schools, first of all, it should, are you talking about the fast food I assume they're talking about the past.
Nancy Rogers: Okay, the fast food is not a prerequisite to them and showing for the appointment and the example, the question is gave me implies to me that we're expecting them to have that done before the appointment.
Nancy Rogers: The appointment should be the thing that turns them on so much that in return, they want to complete the fast, but.
Nancy Rogers: So do not require them to have to complete it before having an appointment that's a big, no, no.
Karen Fisher: Okay.
Karen Fisher: Any other.
Karen Fisher: Questions yeah we've got one more coming here um what type of questions cause the prospect to share even more information so that one came a little while ago.
Nancy Rogers: Oh yeah and that was the open ended be insured, to ask open ended, I want to hear that someone has asked it says, how do you create urgency.
Nancy Rogers: You know i'm one of the ways that I there's two different things I want to say one is I always use the phrase personal policy so rather than saying it's a school policy which it is not.
Nancy Rogers: But I can have my own working personal policy as an example, I would say to a student.
Nancy Rogers: Karen I have a personal policy of all my students come back and complete all of their paperwork within three days of their initial visit so let's take a look at what works for you in the next three days.
Nancy Rogers: So that would be the schedule return appointment in that example but notice, I said personal policy.
Nancy Rogers: And I promise you that if you start to use that personal policy line that you are automatically going to create a sense of urgency and see an increase in your show rate, I absolutely promise you that.
Nancy Rogers: I get calls about that all the time, is one of the favorite things the other thing I wanted to mention is.
Nancy Rogers: When people say, well, how do you get them somebody to do something I like that phrase let's again I referenced that earlier let's is very appealing it's almost like here join join let's join hands and do it together.
Nancy Rogers: You know so rather than saying you need to do this, I see let's do this let's set you up bubble blah data, you know so let's is very appealing.
Nancy Rogers: Any other questions or comments.
Karen Fisher: Yes, we've got some lovely comments so i'm saying excellent information, this is very helpful, they want to try the specific timing, we do have a question here, how do you focus on other admission tasks, if you should respond to a lead, within a minute.
Nancy Rogers: Well, whatever that was there's nothing more important than a brand new lead nothing.
Nancy Rogers: And so, and of course if you're already, in an interview I guess that would be your exception to it, and then I would pass that lead on to someone else.
Nancy Rogers: The whole thing is, we have to operate as a team, maybe, by the end of the day, I will be short, three, four, leads compared to my teammates.
Nancy Rogers: However, by the end of the week of the end of the month it'll all shake itself out, so I would pass that lead along, but if it's just normal everyday stuff.
Nancy Rogers: I make sure to put that aside again there's nothing more important than somebody either walking in your building or someone contacting us for information.
Nancy Rogers: That is number one, especially in today's world where there's so many options are students who are contacting the average of four schools.
Nancy Rogers: If you put them off they're going to they're going to go on to the next school and if they've liked that school they're never going to get back with you.
Karen Fisher: Perfect Thank you so any last questions, I just want to be mindful of everybody's time we're nearing.
Karen Fisher: The end of our session 12pm for us.
Karen Fisher: so few minutes left there's any last questions, please oh some nice comments just thank you for all the information and all the tips today.
Karen Fisher: Again, reminding everyone we've gotten this question a lot, we will be sending a recording of this session to you once we've got our editing done amazing presentation, thank you Nancy.
Nancy Rogers: yeah and I wanted to leave them with a thought there's a company and I won't use a name but there's a company, who has a great service.
Nancy Rogers: And if anybody wants to contact me I can share with you, but what it is, is what they do is they take a request for information form, known as an Roi on your website or any any Internet and it when they click submit the person fills out click submit the phone rings at your school.
Nancy Rogers: And so it takes that that form and makes it an inbound call and it's incredible because rather than us trying to get them on the phone it automatically happen so.
Nancy Rogers: But you can contact me if you want the name that company, but thank you both so much thank you all for attending I really appreciate it, I hope you picked up in some jewels and and I look forward to anybody wants to send me a comment or question i'll be happy to address it.
Karen Fisher: perfect.
Enrollment Resources: Okay, very much Nancy.
Nancy Rogers: Thank you, both here, which is great, I appreciate everybody's help have a great afternoon everyone.
Karen Fisher: Have a great afternoon.
Nancy Rogers: thanks again.