7. Education
EDU 100 Sales Training for Admissions
EDU 101 Marketing 101 for Recruitment
EDU 102 Press “0″ for Customer Service?
EDU 103 Talking ‘Bout My Generation (and yours)
EDU 104 Email Marketing in a Facebook World
EDU 105 “Road-Runner Ramp-Up”
course descriptions online
8. Custom
ETC 200 Rent Our Space
ETC 300 The X Factor
course descriptions online
9. Technology Training
EXP 101 eXpressSuite: Basics and Best Practices
SRM 101 SRM Essentials
SRM 102 SRM Communication Planning and
Workflows
SRM 103 SRM Administrator Training
SRM 201 SRM Advanced Reporting and Dashboards
SRM 202 SRM Advanced Data Management
course descriptions online
11. On Site Case Study
Catholic school in Detroit
SRM Client
MAT (Master in Art of Teaching)
9 Students - Management/CSR’s
Two Days:
Education
Customer Service, Sales and Generations
Training
SRM
Challenges: Michigan economy, proprietary schools, telephone “sales”
and new technologies
13. On Site Case Study
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”
Active Listening Skills
! Customer Service Basics & FISH!
Wipe the Slate Clean Top Ten Sales Tips
Attending
Be personal - Be human
Don’t let bad experiences carry over 1. Ask and listen
A: Eye contact
Access customer information 2. Research prospects
B: Posture 3. Remember you’re always on
C: Gesture Utilize your experience
Provide immediate attention 4. Talk price, but communicate value
It’s a two-way exchange 5. Provide appropriate marketing
S.O.L.E.R. Assure the customer messaging
Listen 6. Become a trusted advisor
Five steps to attentive listening Be honest 7. Get them to “No”
Ask open-ended questions 8. Appearance matters (in person and
Squarely face the person online)
Open your posture Time is valuable
9. Close the deal:
Control the situations
Lean towards the sender - Remove road blocks
Explain if you need more time
Eye contact maintained - “What about this doesn’t work for you?”
Ensure customer satisfaction
Relax while attending - Recognize buyer shift
Always thank them for their time
10. Ask for feedback
Paraphrasing FISH! Philosophy
Play Engagement Scale
What is it? Be there (be present) 1-10 (10 is the highest)
Restating a message, but usually with fewer words. Where possible try and get more to the point. Make their day (be a day-maker) 10 - shared experience
Chose your attitude 8 - they tell their story
Purpose:
6 - you tell your story (or Marygroveʼs)
1.To test your understanding of what you heard. Remember: 4 - story of someone they don't know or
2.To communicate that you are trying to understand what is being said. If you’re successful, can't relate to
Talk with - not at
paraphrasing indicates that you are following the speaker’s verbal explorations and that you’re Keep it simple
beginning to understand the basic message. Active/Attentive Listening
Sender > Message > Receiver
When listening consider asking yourself: 70% of communication is non-verbal Paraphrase
(You cannot not communicate) Clarify
• What is the speaker’s basic thinking message Perception Checking
Smile, enhance tone, consider standing up
• What is the person’s basic feeling message Summarize
Keep it (email messages) above the fold
E.g. Don’t add to the clutter crisis, cut through it Empathy
S: I just don’t understand, one minute she tells me to do this, and the next minute to do that. Have calls to action, to the next step Squarely face the person
X: She really confuses you. Motivators: Greed, Recognition, Social Open your posture
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 Interaction, or Quality of Life (we tend to Lean towards the sender
to go out with. have primarily two) Eye contact maintained
X: You like him very much, then. Relax while attending
Questions? Contact Jeff Kallay, VP, Consulting at kallay@targetx.com
15. 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.”
16. 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.”
17. On Site Case Study
“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.”
18. On Campus 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 retreat
Education
Generations, Customer Service, and Sales
Challenges: rise of other programs and schools and
$1178 per credit tuition
19. 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”
24. “A generation that can sneakily trump boomer
X
narcissism and millennial entitlement.”
Jeff Gordiner, “X Saves the World: How Generation X Got the Shaft but Can Still Keep Everything from Sucking”
25.
26.
27. About Generation X
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.
28. 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.
29. 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.
35. 76
Million Millennials
(vs. 72 million Boomers and 42 million Xers)
Howe and Strauss “Millennials Rising”
36. $50k
Parents willing to pay for an ovum from an
attractive, high IQ, female at a top university
Howe and Strauss “Millennials Rising”
37. 50%
Increase in amount of stuff in weight in
average American homes vs. 20 years ago
US News and World Report, 2008
38. 87%
College freshmen who have never shared
a room with a sibling
Chronicle of Higher Education, November 2009
39. About Millennials
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.
40. 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.
41. 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?
42. 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.”
43.
44.
45. Reaching 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.
46. Millennials Rebooted
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.
48. #1 Wipe the slate clean
Be personal - Be human
Don’t let bad experiences carry over
Access customer information
Know your customer expectations
Utilize your expertise
Provide immediate attention
49. #2 It’s a two-way exchange
Assure the customer
Listen
Be honest
Ask open-ended questions
50. #3 Time is valuable
Control the situation
Explain if you need more time
Ensure customer satisfaction
Always thank your customer (for their time)
54. “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.”
