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Counselor Training Presentation - Ver2 2-Final
Counselor Training Presentation - Ver2 2-Final
Counselor Training Presentation - Ver2 2-Final
Ice breaker
Trainer will carry out this session with introduction of self and the participants
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Programme benefits
You will be able to:
Understand effective skills to open conversations with students and identify their reasons for visiting/calling the SMU LC. Understand probing skills needed to identify and uncover the students needs. Propose the appropriate SMU programme/course options in a manner focusing the student. Generate enrolments by using appropriate closing techniques. Put to use appropriate telephone etiquettes Apply telephonic selling techniques Online 3 All rights reserved Lead Management
Objectives
Identify how your role as a counsellor at your LC . Explain how to counsel the potential students in a student centric manner. Explain the selling and counseling process in a structured manner. Describe the telephone etiquettes Describe tele-sales techniques Apply counseling process and telesales techniques
Responsible for proposing the right course to meet the needs of the students and maximise conversion of the database/enquiries to admissions to meet enrollment targets.
students/candida tes in all SMU DE processes and resolve their complaints and problems by adhering to the SMU DE processes.
EVALUATE RESPOND
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Buying processNEED
NEED RECOGNITION
UNCOVER NEEDS
Note how stages of selling process coincide with the stages of buying process.
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Stage 1: Preparation
Effective
Personal preparation
registration
Application submission
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Your
LCs Online admission and reregistration facility Self learning material (SLM)
On time delivery (courseware, exam results)
MCQs
Know
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Edunxt24/7 facility
USPs
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24/7 access. Access to collaborative learning with co-students, chat, wikis with LC and SMU faculty/mentor with industry experts. Supports face to face interaction at LCs. Career related information. Practice MCQs. Tracking progress of their learning. Online chat with mentors. Online assignments. E-library. Performance tracker.
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Referrals
Word of mouth, existing students, old students, alumni cell
Leads
Enquiries from centralised Lead System Regular follow-up for conversion. Enquiry profiling to suggest appropriate programmes .
Activity
Marketing corporate presentation s, banners/kios ks/ newspapers
Student connect
SMU gets the most number of enrolments from the referrals
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A very good greeting and a warm welcome to the prospect makes the enquiring/prospective student comfortable and helps in building a good rapport with him/her.
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Be enthusiastic (conveyed through voice quality). Seek permission, specify duration, explain the purpose of the call, wait for the response.
Continue the conversation after the prospective student from the other side provides a go ahead or else seek alternate time to call back. Best would be to offer to go and meet-Works most of the times. 18
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Switch to the next stage of proposing courses if you find the needs are clearly stated by the enquiring student.
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Types of probes: Open probesprovide elaborate answers. Closed probesprovide answers in one word (yes/no).
A mix of both open and closed probes need to be used to identify the needs.
Remember Ask only relevant basic questions, must not appear to be an interrogation Be polite in your tone and use appropriate voice 22 All rights reserved modulation The tone of voice reflects your mood when you
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Features
Advantages
All features (courses/programmes) have advantages and advantages provide benefits to the students. How the course or its features and advantages will meet the needs expressed by the prospect.
Benefits
REMEMBER: State only the benefits of features that match the needs of the prospective student. All the features and advantages of a course may not be a benefit to every student. The features that match the need of the students are only the benefits
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Identify objections Define objections Handle objections Overcome objections Resolve objections
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Welcome objections, Objections indicate the prospective students interest to clarify doubts before decision
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Initiating documentation.
Video: http://www.youtube.com/watch?v=vCySzmoxKEc
Stage 7: Follow-up
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Follow up
Maintain a database
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Telephone etiquettes
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Objectives
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Telephone etiquettes
Face to Face Communication Over the Phone
Words 14%
Tone of Voice
Tone of Voice Words Body Language
Words
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Telephone etiquettes SoWhat does it take to make every call a Magical Experience
Effective Communication I : Voice Components The Importance of a Smile!
Smile before you take the call Smile while you greet the customer The person on the other side can hear your smile!!!
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Telephone etiquettes
Key components of Telephone Etiquette
Call opening Conversing with the prospective student Call Hold Procedure
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Telephone etiquettes
Key components of Telephone Etiquette
Call opening
How should you sound when you open your call? Warm and professional greeting (Good Morning Sir/Madam!) Introduce yourself (This is Varuna from Sikkim Manipal University.) Be enthusiastic (Conveyed through Voice Quality).
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Telephone etiquettes
Key components of Telephone Etiquette
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Telephone etiquettes
Key components of Telephone Etiquette
Listen Actively
Pay attention and concentrate Listen for key points Use cues such as I see Avoid preconceived notions Ask questions and probe
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Call Hold Procedure Follow appropriate hold procedure Seek Permission Specify the Duration Explain the Reason Wait for the response Get back in the committed time frame
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Telephone etiquettes
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Tele-Sales
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Tele-Sales
Tele-Sales process
PREPARE FOR THE CALL OPEN THE CALL GAIN APPOINTMENT OR INVITE TO CENTRE FOR COUNSELLING
IF NO
FOLLOW UP
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Tele-Sales Tele-Sales process- Prepare for the call Benefits of pre-call preparation:
Prospects open up more when they can see the counselor is prepared. Counselors come across as being professional and knowledgeable. Being armed with the information gathered during planning helps to make the most efficient use of time.
Know your process Know your USPs Know your key drivers (online leads, referrals, Activity, Student connect programs etc)
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Tele-Sales
Tele-Sales
To assess the potential prospects evaluation of the proposed course. To collect information to be able to convey other benefits of the course. To address and clarify the doubts in the minds of the prospect
Video: http://www.youtube.com/watch?v=M85-rn6daHk
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Practice time
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Practice time
Divide yourself into a group of triads (3 in one group). Role 1Counsellor. Role 2Prospect. Role 3Observer. We will switch over the roles with every scenario.
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Scenario 1 Admission to MBA. Sridevi wants a to pursue MBA program. She has called you on the phone to enquire. Guide her.
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Scenario 2 Though I managed to pass, I scored really bad in my accounts papers. I want to improve my grades. Adapt a role of a difficult prospect, for exampleI cant have this black mark on my report card. Every other university allows this, why not you?etc.
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Scenario 3 Vidya got herself admitted to MBA programme. At the time of reregistration to semester 3, she applied for Finance Management as specialisation, but would like to change to banking later. How to get the specialisation changed. Explain to her and answer her questions
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Scenario 4
Delay in getting ID card. You gave the admission confirmation to Gaurav on 2nd August 2011. He has not received the ID card till December 2011. Exams are scheduled from 15th January 2012 onwards.
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Scenario 5
Online Lead Ashok Sharma visited the SMU website few days back and left his details showing interest in M.SC IT program. Call up Ashok and carry out the tele-sales process . Hint: Ashok may not be interested in a meeting.
Instruct the participant playing the counsellor to be sitting with his/her back facing the prospective enquiry
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Scenario 6
Referral lead Rajashekar is a software engineer at TCS. His reference has been provided to you by one of your student, Ms Asha who is his colleague Call up Rajashekar and carry out the tele-sales process . Hint: Rajashekar may be interested to meet your representative at his office.
Instruct the participant playing the counsellor to be sitting with his/her back facing the prospective enquiry
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Scenario 7
Walk-in Enquiry You already had a discussion with Rajesh over the phone 2 days back and had invited him to the centre. Rajesh has walked into your centre today. You already have the following details of Rajesh with you. Rajesh is a prospective enquiry and is very clear in his requirements. He has mentioned that he is a BE graduate working as a software engineer since 4 years and it is time for him to look for growth in his career. As a counsellor you are supposed to carry out the counseling process . Hint: Applying probing technique might be helpful to understand Rajeshs requirements better.
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Summary
Summary
Your role as a counsellor facilitating achievement of business results of your LC. Counseling the potential students in a student centric manner. Selling and counseling process. Elements of preparation. Probing to identify and uncover needs in prospective students. Opening conversations with walk-in enquiries Propose solutions to students and enroll them. Telephone etiquettes Tele-sales Online lead management
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Questions?
Thank you
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