Talking points for calls to new applicants
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Contents |
Overview
The objective of making phone calls to new sending applicants is to ensure students and parents are welcomed into the AFS family. As a volunteer, you are able to offer applicants support and encouragement to complete the application process, and direct them to helpful resources. These initial steps create AFS affiliation for the student and parents, and provide a tangible way for volunteers to support AFS. Below you will find talking points and tips for making calls to new applicants.
Before you make the call
- Set aside uninterrupted time and create a comfortable and quiet environment for yourself.
- Retrieve your list of new applicants from Global Link, see Retrieving New Applicants in Global Link.
- Print this page of talking points to have on hand when making your call. It may be helpful to call guidelines on hand.
- Remember, you are reaching out to begin forming a relationship--you do not need to have all the answers, but instead you should be familiar with the many resources available to you and to students. See 'Sending Resources, below.
- IMPORTANT: Please review the Global Link Sending Applicant Details before you make calls, to ensure you have the appropriate information about the student.
Making the call
'Hello, my name is ____ and I am a volunteer with AFS. Is ___there? I’m calling to introduce myself. I am an AFS volunteer and also live in ___. I see you have submitted a preliminary application for an AFS program to (country). I wanted to check in and see how you are doing with your application and see if you or your parents had any questions.
Quick Tip:
- Begin the conversation with a parent or mature sounding sibling, when the student is not available.
- Be sure to provide your local community name, so the student/parent knows you are local, which provides a personal touch.
- Refer to the student's preferred country or program length to build a connection.
- After you state why you are calling, be sure to PAUSE, and let the student or parent respond to what you have said.
Engage the student with open-ended questions
Choose from the following options:
- "How is your application coming along?"
- "Are you still considering (country?)"
- "Do you have any big concerns that would be helpful to address? Money, being away from home?"
Quick Tips:
- Be sure to let the student/parent do most of the talking.
- Rephrase what you have heard to make sure you are understanding he/she correcting, and to build trust that you are a good listener.
- Always be empathetic to where the student is coming from.
Clarify next steps in the application process
Based on your level of understanding and comfort, highlight pieces of the application process, including:
- Upcoming interview
- Medical Form
- Academic Form
Quick Tips:
- Direct the student to the Full Application Checklist and the AFS Pathway, to learn more.
- Volunteers are welcome to join the AFS Pathway, as an observer as a way to learn more about the application and acceptance process.
Offer helpful resources
Ensure the student is aware of the available resources. Be sure to highlight the following:
- Invite students to attend the AFS Pathway online workshop to familiarize themselves with AFS's admissions process.
- Direct students to the Full Application Checklist to ensure their application is complete.
- Answer any Frequently Asked Questions about Study Abroad and direct them to www.afusa.org for more information.
- Encourage students to submit the online application to secure a spot on Available Programs.
Saying good-bye
It has been great to speak with you. I wish you the best of luck as you complete your application. Please let me know if you have any additional questions. You can also be in touch with our staff at 1-800-AFS-INFO ext 1, or afsinfo@afs.org
Quick Tip:
- This can be a great time to let them know of upcoming events.
After you make the call
- Once you finish the conversation, send a follow-up email, letting the student and/or parent know it was great to speak with them, and include any links to www.afsusa.org that may be helpful.
- Be sure to log the call in Global Link, using these easy instructions: How to Record a Contact in an Applicant's Person Record in Global Link.
How to leave a message
When reaching out to students and parents, you will at times reach voice mail. Here is a sample message you can leave.
Hello, my name is ____ and I am a volunteer with AFS. I live in ____. I'm calling to introduce myself and answer any questions you might have about (applicant's name) application for an AFS study abroad program to (country). It would be great to speak with you, feel free to get back to me at (your number or email). Good luck with your application and talk to you soon.
Quick Tips:
- It's helpful to say your phone # or email slowly, and then repeat yourself.
- If you prefer, you can provide 1-800-AFS-INFO ext. 1, or afsinfo@afs.org
Sending Resources
- New Applicants
- Frequently Asked Questions about Study Abroad
- Sending Application, Admission and Preparation Process
- AFS Pathway
- Available Programs
- Full Application Checklist
- Hallmarks of Successful Sending Participants
- Retrieving New Applicants in Global Link
- How to Record a Contact in an Applicant's Person Record in Global Link
