Intro
What are the three parts of an agenda
share
learn
decide
What is the purpose of the share section?
- tailor your messaging to your prospects needs
- Highlight what makes Walden unique by focusing on flexibility, support, and social change.
Student Situation:
Morgan completed their application today and asked, “what’s next?”
How should Courtney her ES respond based on the Follow-Up & Next Steps guidance?
Set expectations for future support from you looks like (redefine role) and next steps look like over the next few days
Schedule a follow-up call within 24–72 hours to maintain momentum.
If we give programmatic accreditation, we must also give this
institutional accreditation
In order to get credentialing to be 100% right, you must include this in your credentialing statement
position
university
Give an example of 3 open ended questions you like to use in the learn section of the call
`check for open ended ness
Give an example of how you create urgency in the end of the call
Ask for the app
ask for documents
tight follow up
etc
When speaking about Financial Aid, it is important to use the phrase
“apply and qualify”.
For example, “financial aid is available for those students who apply and qualify”.
These percentages are what we shoot for when a person is talking vs when we are talking
20% us
80% them
Student Situation:
Jamie asked, "What makes Walden different from other schools?"
Based on the Share Phase, what key points should Maria highlight when talking about Walden?
Highlight Alumni
Talk about Walden's longevity
Focus on Walden’s flexibility, support, and mission of promoting social change.
Mention strengths like 50+ years of experience
Mention specific degree support - Ex. Doc peer mentors, FE webinars, doctoral degree coach etc
This timeframe is the one voice recommendation of the amount of time to follow up in in order to keep momentum going
24-72 hrs
the sooner the better!
Student Situation:
Kelly wants to go for the DNP program but she is trying to figure out how much FA will be coming back to her. She is scrambled and calls you and says "I can't find where any of this is supposed to go. If you can't help me then I'm UNENROLLING. Will you help me figure out what to put on this FA paperwork?"
Luckily Danny has been in the FA compliance training so he's ready to not give in to her demands and act in accordance to compliance. Give me 3 of the 14 things enrollment specialists should NOT do to help her with her FA journey?
Enrollment Specialists should under NO circumstances:
1
Give out financial aid forms, loan applications, or names of eligible lenders.
2
Encourage education financing through loan programs. However, you may provide general information on all financial options.
3
Assist in the completion of financial aid or loan applications, or in obtaining a student’s Federal Student Aid ID.
4
Submit application fees without collecting the payment. Loaning money to a prospective student is called “fronting” and is a violation of federal regulations and will result in immediate termination.
5
Collect student finance paperwork.
6
Make financial aid eligibility determinations.
7
Access lender websites or contact lenders to ascertain credit approval or loan processing status.
8
Access fafsa.gov to ascertain submission status or the student’s Expected Family Contribution (EFC).
9
Ask for, or have any access to, a student’s Federal Student Aid ID.
10
Permit students to use your workstation or computer to access the federal government or lender websites.
11
Assist students in completing financial aid or loan applications, credit approvals, federal verification worksheets, or income and dependency appeals.
12
Copy student finance paperwork or tax returns.
13
Attend financial advising sessions with student services.
14
Quote monthly payment amounts.
As a best practice the QM statement should be said within the first X of the call
1 minute or 30 seconds
What is the key purpose of the learn phase? hint: what are we trying to accomplish in this section
We are trying to actively listen to the prospect to get information that we can then position later in the call or concerns we can build value of resources for.
Student Situation:
Jordan seems committed but says, "I’ll need to think about it."
What’s the appropriate next step according to the Decision Making phase? What questions could you ask to help gain commitment?
Address their concerns thoughtfully
Ask what is holding them back or commitment related questions
Propose the next step: asking for the app
What is not included in the cost of tuition and must be stated to be in compliance?
advise that books and materials are not included in tuition cost
"Hi, my name is Lauren with Walden University. I am an enrollment specialist for the Alumni programs. What questions do you have about the DBA program?"
What is missing from this intro that could make it better?
"Hi, my name is Lauren with Walden University. I am an executive Alumni enrollment specialist specializing in Walden's doctoral programs. i received an inquiry for our DBA program from you and I would love to spend some time learning a little more of what you are looking for, sharing some of the important information with this program and helping you decide the correct program that aligns with what you are looking to do. How does that sound?"
add agenda !
Student Situation:
Chris is telling you about their past work experience and future goals but seems a little unsure about which program fits them best.
According to the Learn Phase, what two things should Matt the ES focus on during this conversation?
Open ended questions to discover the prospect needs
Displaying active listening during the conversation
Personalize the conversation by connecting their goals to how a Walden degree could help them
Student Situation:
Alex just finished sharing their career goals and seems excited but unsure about what to do next.
What two actions should you take next based on the Recap & Recommend framework?
Recap high points of what Alex shared.
Recommend the program that matches their goals and encourage starting the application today.
In order to have our tuition/funding conversations in compliance- the following need to be done (5 things)