Setting a Solid Appointment

While getting good at phone work is essential, it’s crucial to listen to the prospect and address their concerns genuinely. Simply reciting responses without engaging can lead to weak appointments where the prospective student never shows up. To avoid this, here are steps to set solid appointments:

1. Listen Actively:

  • Engage with the prospect by asking questions and truly listening to their responses.
  • Show genuine interest in their needs and concerns.

2. Confirm the Appointment:

  • Write a confirmation note immediately after the call and mail it to the prospect.
  • Have your student manager call 24 hours before the appointment to confirm.

3. Use Strategic Follow-Up Techniques:

  • Call the prospect right back to ask for their height to reserve a gi. This action shows you are serious and adds leverage by reserving a uniform for their lesson.

Confirmation Call Example

Here's a practical example of how to handle a confirmation call effectively:

Student Manager: “Hi, this is Sarah from USA Karate. I’m just calling to confirm Johnny’s second introductory class for tomorrow at 5:30. Are you guys set?”

Mom: “Oh yes, Johnny’s been practicing.”

Student Manager: “Great, Mr. Anderson said he did a great job in the first class. Remember that Johnny will be taking his white belt test at the end of the class and that Mr. Anderson will meet with you and your husband for about 20 minutes after the class to discuss Johnny’s future with the school. Both you and your husband will be here, correct?”

Mom: “No, he won’t be able to make it. His boss wants him to work an extra hour.”

Student Manager: “That’s too bad. He really should see that test because afterwards we’ll take a photo of the family with Johnny and his new white belt. Since he will be working late, let’s set the appointment for 7:30 tomorrow or 6:30 the following night. Which do you think will work best?”

Mom: “Well, Johnny’s pretty eager to get back in there. I don’t think he could wait an extra day. Let’s do it at 7:30 tomorrow.”

Student Manager: “Super. I’m glad we could work that out. Between the lesson and the conference, you’ll want to block out about 45 minutes and if you decide Johnny is going to continue and Mr. Anderson recommends that he continue, you’ll make a deposit to hold his place in class, so be sure to bring your checkbook. We’ll see you tomorrow.”

Conclusion

By actively listening and employing strategic follow-up techniques, you can significantly increase the likelihood of prospects showing up for their appointments. Remember, the goal is to make a genuine connection and ensure both parents or decision-makers are present to avoid any last-minute objections. With these strategies, you’ll set solid appointments that lead to committed students and a thriving martial arts school.