Were Your Paying Attention?
According to the video, the average person talks at how many words per minute?
Answer: 225 words per minute
What are three things to listen for in an inquiry conversation?
Answer: previous schooling experience, defaulted loans, support, objections, future goals in career, etc.
What phrase do we have to say for every outbound call?
Answer: On a Recorded Line
How many rules were discussed?
Answer: 10
What was the first rule to having a better conversation?
Answer: Don't Multi-task
If a student tells you their transcripts are from out of the country, how should you direct the student?
Answer: They will need to get their transcript translated into the American Grading System
What is the timeframe that we request transcripts and FAFSA to be submitted by?
Answer: 24-48 Hours
Rule Number 3: Use Open-Ended Questions. What is the best open-ended question to ask?
Answer: "Why?"
According to research, about 1/3 of American teenagers send about how many text messages a day?
Answer: More than 100 text messages.
Name two methods of active listening (in general)
Answer: Summarizing points, taking notes while on the phone, engaging when students speaks (oh wow, interesting, I'm sorry to hear that, etc.), adding information to ID notes and Notes to Coach
What are three questions that we need to ask Enrolled Students?
Answer: Have you completed the New Student Orientation? Have you ordered your books? Have you connected with your Success Coach?
Rule Number 1: Don't Multi-task. How can you show that you are engaged in the conversation with a student?
Answer: Summarizing points, reacting to points when appropriate, being prepared before the call (reviewed notes or program if needed)
Who said this quote, "Everyone you will ever meet knows something that you don't."
Answer: Bill Nye
If a student expresses a desire for support from the school they plan to attend what are three resources of support you can talk about?
Answer: Success Team, Us as ECs, Student Accounts, Timely Care, and Professors
What are three questions that we need to ask our Accepted students?
Answer: Have you set up your student account? Have you accepted your Financial Aid? Have you spoken with your Student Account Specialist?
Rule Number 2: Don't Pontificate: What does pontificate mean?
Answer: Don't brag or show judgment (or any variation of this answer)
There were two pieces of furniture on the left side of the stage. Name one of those furniture pieces.
Answer: Lamp & a Chair
A student expresses that they are no longer interested, what is a good way to re-engage their interest?
Answer: Ask questions related to their "why" (response can vary, but this is the gist)
What is the last question we should ask in a call?
Answer: Do they have a referral or someone that they can refer to also go back to school?
Name 5 of the rules discussed.
Answer: Don't Multitask; Don't pontificate; Use Open-Ended Questions; Go with the flow; If you don't know, say you don't know; Don't equate your experience with theirs; Try not to repeat yourself; Stay out of the weeds; Listen; and Be brief. Be Interested in other people