When a prospective student makes an enquiry, your first call is your best chance to make a lasting impression and move them towards enrolment. A structured, compliant, and student-centred approach can dramatically improve your lead-to-enrolment (L2E) rates while building trust from the outset.
Why the First Call Matters
In many cases, the first call is the only live conversation you’ll have before a prospect decides whether to continue. According to Gong Labs, structured first calls in sales settings significantly increase conversion rates by uncovering needs early and establishing trust and credibility. In tertiary education, it’s also an opportunity to demonstrate genuine care and support.
Compliance Essentials
During first calls, you must:
- Provide accurate and truthful information about courses (ASQA Standards / TEQSA guidelines).
- Only collect and store necessary personal data, in line with the Australian Privacy Principles.
- Avoid any statements that could be considered misleading under the ACCC Advertising and Selling Guide.
Your First Call Checklist
1. Prepare Before Dialling
- Review the lead’s enquiry form and any notes in the CRM.
- Know the course details, intake dates, and funding options relevant to their interest.
- Have your qualification questions ready (see Blog 27).
2. Open with Warmth and Clarity
- Introduce yourself, your role, and the institution’s name clearly.
- Confirm that it’s a good time to talk.
- Set a friendly, professional tone—your goal is to build rapport quickly.
3. Confirm and Explore Their Level of Interest
- Reference the specific course or area they enquired about.
- Ask open-ended questions to uncover motivation, career goals, and readiness.
- Identify any timeframes or deadlines they’re working to.
4. Provide Relevant, Targeted Information
- Focus on the aspects most relevant to their goals (delivery mode, outcomes, pathways).
- Highlight support services, career outcomes, and unique selling points (USPs).
- Address objections proactively with solutions (flexible study, payment options).
5. Confirm Eligibility and Next Steps
- Check prerequisites, English proficiency, or experience requirements.
- Explain the enrolment process in simple, clear steps.
- Book a follow-up action—email with details, second call, or enrolment appointment.
6. Close with Care
- Thank them for their time and interest.
- Reassure them that you’re available for any further questions.
- Leave them with a clear way to get in touch (direct phone, email).
Sample First Call Script Outline
| Stage | Example Phrases |
|---|---|
| Introduction | “Hi [Name], it’s [Your Name] from [Institution]. I’m following up on your enquiry about the [Course Name]. Is now a good time to chat?” |
| Exploration | “What’s inspired you to explore this course right now?” |
| Information | “Based on what you’ve told me, here’s how the course can help you to achieve your goals…” |
| Eligibility | “Have you completed any prior studies or have relevant work experience in this area?” |
| Next Steps | “If it suits, I can send you the enrolment link today and arrange a call next week to answer any follow-up questions.” |
Common Pitfalls & Fixes
- Pitfall: Overloading the student with too much information.
Fix: Keep it focused and relevant to their goals. - Pitfall: Skipping rapport-building.
Fix: Spend the first minute connecting before diving into details. - Pitfall: Not securing a next step.
Fix: Always end with a booked action.
Implementation Checklist
- ☐ First call script and checklist documented.
- ☐ Staff trained on active listening and compliance requirements.
- ☐ CRM fields updated to capture key call details.
- ☐ KPIs tracked: connection rate, qualification rate, L2E rate.
Next Steps
Mastering the first call is about more than gathering information—it’s your opportunity to show prospective students that they’ve found the right place to study. A structured, student-focused approach ensures you make the most of every enquiry and lay the groundwork for a smooth enrolment journey.
Partner with Course Finder Group to access high-intent student leads and implement best-practice first call processes that convert more leads into new-student enrolments.