1. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. C ONVERSATIONAL P ROFESSIONALISM F OR A DMISSIONS A DVISORS C ONVERSATIONAL P ROFESSIONALISM F OR A DMISSIONS A DVISORS “ Y OU A RE W HAT Y OU S AY ” Presented by: C OSMO W OLLAN S TUDENT C OMMUNICATIONS E XPERT

2. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. F IRST I MPRESSIONS M EAN B USINESS …

3. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Your Admissions Advisors start with powerful and professional tools … AND THESE TOOLS ARE THE FOUNDATION FOR SUCCESS : S CRIPTS T ALKING P OINTS P RODUCT K NOWLEDGE It is in how they USE those tools that success is achieved.

4. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. What would you think if you called an 800# to discuss getting better car insurance, and they said : “Yo, wazzup? Thanks for callin’ Shyster Insurance. What kind of car you drivin’?”

5. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. So what might a prospective student think if they hear : “I see you called about college. Lemme axe you a few questions…” or “I’m callin’ bout the colleges you said you was interested in. Whazzup?”

6. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. What your prospects THINK is determined by what they HEAR.

7. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. What your advisors say = I NFORMATION How they say it = P ERCEPTION

8. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. What is WRONG with the following : “Where can I reach you at?” “Let me axe you a question…” “I’m calling to tell you about the colleges you was interested in…”

9. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Would it bother you if you discovered that the guy from the FORD Dealership who sold you your car drove a HONDA ? DO we or DON’T we have more confidence in a product if the person selling it to us also uses it themselves?

10. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. The product your Admissions Advisors are selling is KNOWLEDGE. How can you expect to inspire potential students to choose your college if your Admissions Advisors sound as if they failed High School Freshman English?

11. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Frequently Heard – Always WRONG : “Let me axe you a question…” “Where can I reach you at?” “…due to your situation, you are eligible for the…”

12. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. This is not about being smart or dumb… or whether your Admissions Advisors have a master’s degree, a bachelor’s degree or no degree. It is simply about using the BEST TOOLS for the task at hand. Like a thoroughbred racehorse or a top fuel race car, PROPER GRAMMAR IS A TOOL THAT WILL MAKE THEM BETTER AT THEIR JOB.

13. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Before an Admissions Advisor can answer questions, explain benefits or describe options and opportunities, prospects will be making judgments BASED ON IMPRESSIONS OF WHAT THEY HEAR. or

14. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. What do want your potential students to HEAR when they chat with your Admissions Advisors? It represents your school, your image and your reputation. or

15. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. A wise man * once said : “Y OU NEVER GET A SECOND CHANCE TO MAKE A FIRST IMPRESSION.” Your prospects look to your Admissions Advisors for inspiration. H OW WILL THAT FIRST IMPRESSION INSPIRE THEM ? *Conflicting sources attribute this quote to Will Rogers, Mark Twain, and Arthur Schopenhauer

16. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. Conversational Professionalism (for Admissions Advisors) is available as a stand-alone 2-hour seminar or can be incorporated as a 2-hour segment of a larger scope training program. Seminar groups should be no larger than 20-25 participants for optimum interaction. All university Admissions Advisors who regularly interact with potential students can benefit from this training. Whether on the phone or in person, your prospects are evaluating you as much as you are assessing them. C AN YOU REALLY AFFORD NOT TO PUT YOUR BEST FOOT FORWARD ?

17. C ONVERSATIONAL P ROFESSIONALISM “ YOU ARE WHAT YOU SAY ” ©2012 C OMMUNICATION E XCELLENCE. A LL RIGHTS RESERVED. T HANK Y OU. W E L OOK FORWARD TO W ORKING W ITH Y OU. W E L OOK FORWARD TO W ORKING W ITH Y OU. Cosmo Wollan Student Communications Expert Senior Training Executive Communication Excellence SM Office: 754.300.9678 Cell: 305.788.2469 Cosmo@CommunicationExcellence.biz