Qualification & Discovery
You'll need to know this not-so-average number to qualify the prospect for the program.
What is GPA (Grade Point Average)
This process of providing extraneous content to students could potentially cause confusion or disengagement.
What is info dumping?
This common objection often involves balancing program commitments with other obligations.
What is time commitment?
Reiterating key points of the call and what was discussed.
What is summarization?
Personally connecting with the prospect to build trust and learn about their background.
What is building rapport?
Asking this helps uncover when the student is ready to enroll.
What is desired start term / desired timeline?
Quick, targeted questions meant to confirm understanding or alignment.
What are temp checks?
This question invites students to share potential barriers to enrollment.
Scheduled follow-up calls must include these two specific details.
What is date and time?
Asking these throughout the call can help uncover the student's "why" and help tailor program information.
What are discovery questions?
These types of prompts encourage a meaningful answer and help develop a deeper understanding of your prospect.
What are open-ended questions?
Sharing information about ranking, support services, and notable alumni are all examples of this strategy.
What is shaping the university?
It is important to do this first when a student raises a concern.
What is acknowledge and empathize?
Having a task to complete such as reviewing program info, gathering app materials, or talking to relatives.
What is setting homework?
This vocal inflection helps establish a positive and personable connection with students.
What is a friendly and energetic tone?
Doing this can help confirm understanding and demonstrate active listening.
What is paraphrasing?
These questions confirm program alignment and check for student interest throughout the call.
What are shaping questions?
If you don't have the answer to a student's concern, this best practice helps get them a timely answer.
What is set a follow up?
Step by step instructions on starting and completing all application materials.
What is an application walkthrough?
The expectation that students are doing most of the talking on a call, while the EA is keeping control with questions.
What is the 80/20 rule?
In order to bridge the gap between where the student is and where they want to be, we need to uncover this key aspect.
What is their "why"?
The 4-tiered process of active listening and relating program information to student needs.
What is L.A.E.R.?
These statements highlight how the program can help address specific student concerns.
What are feature-benefit statements?
Asynchronous follow up opportunities meant to increase student engagement and investment.
What are event invites / on-demand events?
Demonstrating program knowledge by analyzing student concerns, finding solutions, and solving problems.
What are functional selling methods?