Turning Phone Calls Into “Audio

Visits”

Phone and CRM Training2010

What Does that Answer Sound Like?

Friendly WarmInviting

Who is answering your phone?

Yodle Research Shows…The two highest volume

of calls are received from

11:00 -12:002:00 – 6:00!

Whenever possible, have a

Phone Super Staravailable during

those hours!

Most searches for child care occur after 9:00

pm.How informative and inviting is your

school’s Voice- Mail?

Will the parent call tomorrow?

What Does YOUR Voice Message Say About You?

Pique the interest of the callerShowcase upcoming eventsShare websites and micrositesInclude business hoursInvite them in!

Let’s Discuss…What keeps you from giving all of your attention and efforts to a phone call?

What are your different types of leads?

Cold Warm HOT!

The $40 Phone Call!

It’s time to consider phone calls as “Audio visits”

Do you have a better chance of enrolling a parent who calls or one who

drives by and sees your banner?

Do you have a better chance of enrolling a parent who calls or one who receives a direct mail

piece?

How Are We Doing?Let’s listen…

Let’s listen to and discuss a couple of calls that we’ve been able to capture and see how we’re doing!

Let’s “Break it down”

1. Answering the Call

Smile! You can hear it!

Take a deep breath, eliminate all distractions.

You never get a second chance to make a first impression.

State “where” and “who”

“How can I help you?”

2. The ConversationEngage the caller, become a “person” and

not just a voice on the other end of the phone.

Questions: The parent may be full of them. Answer them but don’t forget to ask a few too! By asking questions, you take control of the conversation.

Build a relationship / rapport with the parent. People are more comfortable sharing information if you share something first.

Refer to the caller—and the caller’s child—by name. Using names makes people feel

important and valued!

Take off your “Director” hat and put on your “Friend” hat!

Relate to the parent by using statements like “I know just how you feel” or “Sure, I understand.”

Utilize your tools

Welcome to Our FamilyFollowing this form can help you ask questions and guide the conversation.

Feature SheetsThis form can help you quickly point out your schools selling points.It can also help you answer questions the parent may have.

3. The Goodbye Offer A Visit: You’ve just made yourself a real person to this family, now you want to meet them!

Don’t Hesitate to Be Assertive About The Visit: “I know all child care centers can sound alike on the phone, but that’s why I think it’s so important that you come visit us. Would it be easier for you to come today or tomorrow?”

Offer an “Explorer Day” What a better way for your child to experience our school than by letting them try it out for a day? If They Decline, Mention the Open-Door Policy!

Let’s Role Play

1. “I’m only interested in getting your prices.”2. “I just got your postcard in the mail and

want a bit more information before coming to your Open House.”

3. “I’m expecting a baby and I’m just starting my search for child care.”

4. “I don’t need full time care for my child. Do you offer anything on a part time basis?”

Overcoming Objections

PriceTeacher RatioAge of the facilityLocation

Let’s listen again…

CRM

•What calls and walk-in visits should be entered into the CRM?

•What information do you need in order to log a call into the CRM?

•When do you input the information into the CRM?

Review CRM Procedures

•New Procedures

•Reporting Capabilities

•Review/Self Evaluation

Why is the CRM so Important?

90% of people who call must become a lead in your CRM. Why?•Family and financial circumstances change•They may become unhappy with another provider•They could have another child•They may know of friends who need care •They may not have done their research yet and aren’t sure how we stack up•We will begin having automated ways to communicate with these good leads

Let’s listen again…

Q and A