01
Five principles
- 01
Short sentences
Nobody listens to a paragraph on a phone call. One idea per sentence and one question at a time.
- 02
Talk the way your team talks
If your advisors keep it casual, so should the agent. If you have your own expressions, include them.
- 03
Context from the very first second
The agent should know who the lead is, what they asked for, and when. Mentioning it builds trust.
- 04
Listen before you sell
First understand what the person is looking for; then make a recommendation.
- 05
Always a next step
Every conversation ends with something concrete: an appointment, something sent, or a follow-up.
02
The introduction
The first few seconds decide whether the lead stays on the line. Compare these two openings:
Good morning, we're calling from the admissions department of our institution to tell you about our wide range of programs.
Hi Emma, this is Sophie from the school. I'm calling because you asked about the Master's in Marketing yesterday. Do you have a minute?
03
Objections and silences
Prepare the agent for the most common objections with a short answer and a question that keeps the conversation going:
It just seems expensive to me.
I understand. There are scholarships of up to 30% and you can pay in installments. Would you like me to check whether you might qualify for one?
- “I can't talk right now”: suggest another time and schedule a follow-up.
- “Send it to me on WhatsApp”: send the information right away and confirm it arrived.
- “I've already enrolled somewhere else”: thank them, ask why, and close on a friendly note.
04
Review and adjust
- Listen to or read ten real conversations a week.
- Note where the agent rambles, repeats itself, or doesn't know the answer.
- Adjust the instructions and try again with a test call.
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