AD106 - Powerful Telephone Techniques

Facilitators: Dr. Jean Norris and Shannon Gormley

Whether your admissions personnel work exclusively by telephone or use the phone for setting a face-to-face appointment, they need a tool kit of powerful telephone techniques to be successful in working with students. This course provides best practices for both inbound and outbound calls. Admissions professionals learn how to project professionalism and a positive attitude in their telephone personality, and identify methods for conducting effective and appropriate calls.


 

Course Reviews


Course Rating

Admissions Performance Group in The Lounge


Testimonials:

It's a really good online course.


I really enjoyed taking this course online and enjoyed Dr. Norris' feedback in the discussion forum. The course content really targeted the issues Admissions Counselors are faced with on a daily basis. This course allows us to practice and apply what we've learned into our professional career. Thank you.


Course Structure


Course Format

  • Can Start Anytime
  • Self-paced (within course enrollment timeframe)
  • Faculty Support (facilitator/coach)

Course Length

  • 4 Hours of Activities
  • 4 Weeks to Complete the Course
  • Can Finish Faster

Completion Requirements

  • Study Course Content
  • Participate in Forum Discussions *
  • Pass ALL Required Quizzes
  • Complete Online Course Survey

* You are required to participate in the course forum. We will assess the level of your discussion activity in the forum and may request an additional opportunity to engage you further in the discussion process prior to your certificate being awarded.

Technology Requirements

  • A Web browser with JavaScript and cookies enabled
  • Adobe Flash Player
  • Speakers or headphones

Course Objectives


Module 1: Inbound Call Excellence

  • Discover your telephone personality.
  • Design an effective process for inbound calls.
  • Identify best practices for handling inbound calls.
  • Manage inbound calls while providing the best service.

Module 2: Mastering Outbound Calls

  • Define the '10 Commandments' of outbound calls.
  • Understand the anatomy of the call.
  • Identify best practices of outbound calls.
  • Develop a tool kit to ensure your success.

Module 3: Handling Objections and No Shows

  • Understand how students 'buy'.
  • Identify common objections.
  • Articulate techniques for overcoming objections.
  • Discuss effective methods to reschedule a 'no show'.
  • Consider other options.

Module 4: Creating Voicemail Messages that Get Results!

  • Understand why most voicemail messages are never returned.
  • Discover the purpose for leaving a voicemail message.
  • Identify tips for improving messages.
  • Utilize a voicemail message as an advertising opportunity.
  • Apply principles to develop outlines that get results.

Certificate/CEUs


Completion of this Course:

  • Certificate of Completion
  • 4 Hours of Continuing Education

How to Enroll

  1. Buy Enrollment Keys

  2. Enter an enrollment key in the field above.

  3. Click "Enroll".