What is the ETC? Jeff Kallay VP, Consulting Adrienne Bartlett VP, Marketing Jill Duppler Client Services Advocate & Lead Trainer
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What is the ETC?Jeff Kallay VP, Consulting
Adrienne Bartlett VP, MarketingJill Duppler Client Services Advocate
& Lead Trainer
Managing ExpectationsWhat is the ETC?
On Campus or On Site?
Case Studies
Technology Training
Education Sampling
Your Feedback and Suggestions
It’s where higher education goes for higher education
On Site at TargetX
Conshy and Philly
Education
EDU 100 Sales Training for Admissions EDU 101 Marketing 101 for RecruitmentEDU 102 Press “0″ for Customer Service?EDU 103 Talking ‘Bout My Generation (and yours)EDU 104 Email Marketing in a Facebook WorldEDU 105 “Road-Runner Ramp-Up”
course descriptions online
Custom
ETC 300 The X Factor
course descriptions online
ETC 200 Rent Our Space
Technology Training
SRM 101 SRM EssentialsSRM 102 SRM Communication Planning and WorkflowsSRM 103 SRM Administrator TrainingSRM 201 SRM Advanced Reporting and DashboardsSRM 202 SRM Advanced Data Management
course descriptions online
EXP 101 eXpressSuite: Basics and Best Practices
On Campus
Catholic school in DetroitSRM Client
MAT (Master in Art of Teaching)
9 Students - Management/CSR’s
Two Days:Education Customer Service, Sales and GenerationsTraining SRM
Challenges: Michigan economy, proprietary schools, telephone “sales” and new technologies
On Site Case Study
On Site Case Study
On Site Case Study
Active Listening Skills!
Attending
A: Eye contact
B: Posture
C: Gesture
S.O.L.E.R.
Five steps to attentive listening
Squarely face the person
Open your posture
Lean towards the sender
Eye contact maintained
Relax while attending
Paraphrasing
What is it?
Restating a message, but usually with fewer words. Where possible try and get more to the point.
Purpose:
1. To test your understanding of what you heard.
2. To communicate that you are trying to understand what is being said. If you’re successful,
paraphrasing indicates that you are following the speaker’s verbal explorations and that you’re
beginning to understand the basic message.
When listening consider asking yourself:
• What is the speaker’s basic thinking message
• What is the person’s basic feeling message
E.g.
S: I just don’t understand, one minute she tells me to do this, and the next minute to do that.
X: She really confuses you.
S: I really think he is a very nice guy. He’s so thoughtful, sensitive, and kind. He calls me a lot. He’s fun
to go out with.
X: You like him very much, then.
Questions? Contact Jeff Kallay, VP, Consulting at [email protected]
Generations:
Boomers 1943-1961 Idealist (optimistic, ego-driven)Xers 1961-1981 Reactive (cut through the hype)Millennials 1981-2000 Civic (task oriented, have
co-purchasing helicopter or stealth parents)Marygrove College MAT “Quick Reference”
Remember:
Talk with - not atKeep it simpleSender > Message > Receiver70% of communication is non-verbal (You cannot not communicate)Smile, enhance tone, consider standing upKeep it (email messages) above the foldDon’t add to the clutter crisis, cut through itHave calls to action, to the next stepMotivators: Greed, Recognition, Social Interaction, or Quality of Life (we tend to have primarily two)
Customer Service Basics & FISH!
Wipe the Slate CleanBe personal - Be humanDon’t let bad experiences carry overAccess customer informationUtilize your experienceProvide immediate attentionIt’s a two-way exchangeAssure the customerListenBe honestAsk open-ended questionsTime is valuableControl the situationsExplain if you need more timeEnsure customer satisfactionAlways thank them for their time
FISH! Philosophy Play Be there (be present) Make their day (be a day-maker) Chose your attitude
Top Ten Sales Tips
1. Ask and listen2. Research prospects3. Remember you’re always on4. Talk price, but communicate value5. Provide appropriate marketing messaging6. Become a trusted advisor7. Get them to “No”8. Appearance matters (in person and online)9. Close the deal: - Remove road blocks - “What about this doesn’t work for you?” - Recognize buyer shift10. Ask for feedback
Engagement Scale1-10 (10 is the highest)
10 - shared experience8 - they tell their story6 - you tell your story (or Marygroveʼs)4 - story of someone they don't know or can't relate to
Active/Attentive Listening
ParaphraseClarifyPerception CheckingSummarizeEmpathySquarely face the person Open your posture Lean towards the sender Eye contact maintained Relax while attending
On Site Case Study
On Site Case Study“Engaging, informative, useful information”
“The presenter was not only informative but made the presentation interesting. I came away with the reassurance that Marygrove is on the right track and with some tweaking we could really be the forerunner for distance learning.”
“Jeff and the rest of the TargetX staff was very energetic and accommodating. Very helpful and informative.”
“The presentation was excellent.”
On Site Case Study“Clear concise information given.”
“The information given validated the concerns I had. Will make my job easier.”
“Jill was very knowledgeable and was able to help us understand how to use the SRM to our full benefit.”
“The presentation was very informative, the presenter took the time to really explain questions that were asked and also demonstrated the process which made it more clear.”
“I wanted to let you know how much I appreciated all of the hard work that went into those two days of training. I am sorry that it did not get to start on time due to the issue with our flight.
Thank you and team so much for not only the great information about the company and the system but also for the hospitality throughout our visit.”
On Site Case Study
Columbia University eXpress Client since 2009
Oldest and largest graduate school of education, 5100 students
20 Students - Admissions and Financial Aid
1/2 Day - Part of their two day staff retreatEducation Generations, Customer Service, and Sales
Challenges: rise of other programs and schools and $1178 per credit tuition
On Campus Case Study
ETC Sampling:
Generations (Xers vs. Millennials)
Press “0” for Customer Service? (1-2-3’s of Customer Service Basics) Sales Training for Admissions (Points 1 and 2 from “Top Ten Sales Tips”
On Campus Case Study
Talking ‘bout my generation
vs.XMillennial
X“A generation that can sneakily trump boomer
narcissism and millennial entitlement.”
Jeff Gordiner, “X Saves the World: How Generation X Got the Shaft but Can Still Keep Everything from Sucking”
Born and raised as independent latch-key kids.Sexual Revolution, Watergate, Vietnam,
Gay Rights, High Divorce Rate, Recession and Woman’s Movement peppered their youth.
Demonized by Hollywood: Rosemary’s Baby, The Exorcist, Taxi Driver, Pretty Baby and The Omen.
About Generation X
Playing to win by half expecting to lose.
Accepting wide gaps between personal outcomes and sex roles.
Proud of their ability to cut through the hype.
About Generation X
Becoming cautious in family life and gradually mellowing in personality.
Dedicated to starting and maintaining stable families, something their Silent generation
parents did not.
About Generation X
The Three “Kaitlins”
Kaitlin Caitlin Kate Lynn
MillennialLargest, most wanted, most watched over and most diverse generation in American history.
Howe and Strauss “Millennials Rising”
3.6Average birthrate of Millennials
(in millions)
Howe and Strauss “Millennials Rising”
76Million Millennials
(vs. 72 million Boomers and 42 million Xers)
Howe and Strauss “Millennials Rising”
$50kParents willing to pay for an ovum from an
attractive, high IQ, female at a top university
Howe and Strauss “Millennials Rising”
50%Increase in amount of stuff in weight in
average American homes vs. 20 years ago
US News and World Report, 2008
87%College freshmen who have never shared
a room with a sibling
Chronicle of Higher Education, November 2009
35% are non-white (and Latino).
1 in 5 have an immigrant parent, 1 in 10 have a non-citizen parent.
Largest separation in wealth in American history.
About Millennials
Celebrated, cherished and protected.
Celebrated by Hollywood: Three Men and Baby,Baby Boom, Mr. Mom and Disney princesses.
Empowered females.
Bike helmets, car seats, nanny cams and more.
About Millennials
Raised by attached parents.Freakishly close to their “Helicopter Parents” or
“Blackhawks” transitioning to “Stealth.”
Parents are “Best Friends” and co-purchasing.
Conservative. Or Conventional?
About Millennials
Team Oriented.Task Oriented.
Civic Oriented. (not in march on D.C. way)
Want to achieve high standards set for them.Feel that they have already “paid their dues.”
About Millennials
Eliminate Ambiguity.Think of Time as 24/7 Resource.
Combine Work with Play.Make it Worthwhile.Handle with Care.
Play to Their Strengths.Group Think.
Reaching Millennials
Regonize 2nd Cohort.Post Great Recession.
Shift from Boomer Helicopter to Xer Stealth.Parents want ROI.
Financial Aid knowledge is key!Cut through the hype.
Online and In-Person support work in tandem.
Millennials Rebooted
1-2-3’s of Customer Service
Be personal - Be humanDon’t let bad experiences carry over
Access customer informationKnow your customer expectations
Utilize your expertiseProvide immediate attention
#1 Wipe the slate clean
Assure the customerListen
Be honestAsk open-ended questions
#2 It’s a two-way exchange
Control the situationExplain if you need more timeEnsure customer satisfaction
Always thank your customer (for their time)
#3 Time is valuable
“10 Sales Tips”
“Always on”
“Due to fall travel season, I will be out of the office throughout September and October.
I will have limited access to my email during this time, but I will respond to
your email at my earliest convenience.”
“Out of Office”Reply
Too busy “recruiting”to recruit ?
Talk Price.Communicate
Value.
“Salespeople” must
be able to discuss the real price.
Calculate Actual Cost on Your Website
93%Wanted To
37% Able To
$20k
$47k
Is an undergraduate degree from
Northeastern worth $108k more than an
undergraduate degree from UConn?
Questions | CommentsCosts?
On Site vs. On Campus?
Suggestions for curriculum?
Best times of the year?
And that’s the ETC!Jeff Kallay | VP, Consulting
Adrienne Bartlett | VP, MarketingJill Duppler | Client Services
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