Admission Counselor Training – Week 1 Slide # 1

1. Admission Counselor Training – Week 1 Slide # 1 Phase 1 of training • In this phase the trainees will be presented with information with details on the degrees offered at the school, and polices and procedures of the admissions department Detailed Script The trainer will begin the training by introduce the history of the school and the mission statement. The trainer will then introduce the training program and what the trainees can expect for the next 12 weeks. Throughout the week the trainer will explain each degree offered at the school, as well as, policies and procedures. Interactivity/Navigation The trainee will utilize the handbook as a study tool. As the training progresses the trainee will also have access to the admission department’s website which will contain much of the same information as the handbook, for easy retrieval of information. Continue to next slide

2. Admission Counselor Training – Week 1 to Week 2 Slide # 2 Phase 2 of training • In this phase the trainer will present the phone call and interview scripts Detailed Script To begin this phase of the training the trainer will read the phone script to the trainees as if the trainee received a call from a prospective student. This will provide the trainees with an expectation of what they will learn over the next week. The trainer will explain the importance of each part of the phone script and why it needs to be followed in the manner that it is set up. Interactivity/Navigation The trainee will be presented with the first assessment of the training through the admission department website. The trainee will complete a quiz on the information presented in the handbook. This quiz will contain both short answers and multiple choice. Once the trainee has adequately completed the assessment with an 90% completion they will then move on to next phase of the training. Move on to slide 3

3. Admission Counselor Training – Week 2 to Week 3 Slide # 3 Phase 3 of training • In this phase the trainee will begin role-playing. This is an extremely important aspect of the training as it provides both practice and assessment. Detailed Script The trainer will present the interview script by role-playing with a seasoned admission counselor to show the trainees how the script should look when used with a prospective student. The trainer will then break the script down into each phase and explain the importance of the phases as well as how they should be presented to the prospective student. Interactivity/Navigation To help with the role-playing the trainee will also utilize the web videos and podcasts downloaded onto the admission department’s website to help with gaining more knowledge and tools to work with various prospective students. Move on to slide 4

4. Admission Counselor Training Week 3 to Week 12 Slide # 4 Phase 4 of training • This phase will be the longest phase of the training, as it will be continued practice and assessment as the trainee’s skills improve over the next 9 weeks. • In this phase the trainee will put into practice their newly acquired skills and knowledge and work with prospective students both on phone calls and face to face appointments. Phase 4 continues to slide 5

5. Continued Steps in Training Over the next 9 weeks the trainee will follow the phone script with both out going and incoming phone calls to prospective students. The trainee will utilize the phone script to set initial face to face appointments with prospective students. By the end of the 12th week of training, the trainee should be able to set initial appointments with 80% of the phone interviews. During the same time, the trainee will conduct face to face interviews with prospective students. These face to face interviews will be from both set appointments and walk-ins. During these interviews the trainee will follow the interview script as well as be able to provide detailed information on the degrees offered at the school. By the end of the 12th week of training , the trainee should be able to set enrollment appointments with 80% of the face to face interviews. Continuation of Phase 4 Slide # 5 Interactivity/Navigation Throughout the training the trainee will have access to various tools to help with improving their skills – handbook, website, web videos/podcasts, scripts and role-playing. The trainee should continue to use these tools for help throughout the 3 months of training. The trainee will be assessed from week 3 to 12 by the trainerthrough the conversion rate of phone calls interviews enrollments. The trainercan also assess by listening to the trainee’s recording incoming phone calls and periodically listening outside the interview rooms. Move on to the next slide for the final phase of the training

6. Admission Counselor Training Week 3 to Week 12 Slide # 6 Phase 5 • This phase will take place at the same time as phase 4. • In this phase the trainee will learn how to complete the enrollment process. Detailed Script The trainee will explain to the enrolling student the purpose of the trainer joining them during the enrollment appointment. Throughout the appointment the trainer explain each step that is taken with the software and each form that is utilized and how it must be completed. The trainer will then walk the trainee through each step of processing the enrollment with the Bursar Department and setting up a financial aid overview. Finally the trainer will explain the follow up steps that will need to be taken by both the trainee and the newly enrolled student. Interactivity/Navigation Along with the trainer and coworkers, the trainee will have various support tools to use during an enrollment: laptop with software, a handout with detailed list of all necessary enrollment paperwork as well as step by step process, and admission department website with polices and procedures. Each enrollment file is sent via intranet to director for assessment.