Idp Education Ltd. · ASX:IEL
Idp Education — 27 1600 Pro Dev Prom Yr Instit pres Woodward Patrick
17 slides from Idp Education's investor presentation
Slide 1: Representing Your Institution
Representing Your Institution Ms Marilyn Woodward International Coordinator Admissions The Australian National University Ms Leonie Patrick International Marketing Manager Macquarie University
Slide 2: Customer Satisfaction
Customer Satisfaction § Is affected by employee: § 1. Behaviour § 2. Attitude § 3. Communication § 4. Knowledge
Slide 3: 1. Behaviour / 2. Attitude
1. Behaviour 2. Attitude § Enjoy and believe in what you do § Be Positive - SMILE § Be Truthful § Be Sensitive
Slide 4: 1. Behaviour / 2. Attitude
1. Behaviour 2. Attitude § Be Prepared § Be Organised § Dress appropriately § FOLLOW UP
Slide 5: 3. Communication
3. Communication § SMILE and be positive § Introduce yourself § Stop Talking - Listen § Use your voice § On the telephone § SMILE
Slide 6: 3. Communication
3. Communication Personal contact Telephone Words Words 7% 14% Tone 38% Body Language 55% Tone 86%
Slide 7: 4. Knowledge
4. Knowledge § Know your industry - Australian education - your institution § Know your institution’s strategic plans and goals § Have personal goals - Did you achieve them???
Slide 8: 4. Knowledge
4. Knowledge § Do your Research Õ Economic & Social forces Õ Key players and issues Õ The education system § Know your competitors
Slide 9: How to lose a customer
How to lose a customer § The long wait § The run around § Negativity § Badmouthing § Lack of knowledge § Poor attitude § Lack of Follow through
Slide 10: Representing your institution is something you do everyday...
Representing your institution is something you do everyday... Admissions Recruitment Institutional Packing Visits Materials Publications Reception Counselling Finance Exhibitions Agent Managers Accommodation Visits Off-shore Liaison Internships Marketing Programs
Slide 11: Admissions
Admissions § Applications, E- mail, Tele-phone overload!!! § Need everything yesterday!!! § Agents can be demanding and rude!!!
Slide 12: Greatest Resources
Greatest Resources § Students § Statistics Report § Agent relationships § University network
Slide 13: Students
Students § Attend student activities § Market research § Resources § Weaknesses § NLC
Slide 14: Statistics Report: Agent's performance in 2000
Statistics Report Agent’s performance in 2000 § What does it tell you? 16 Ug/Pg market, 14 12 conversion rate, is the 10 8 6 agent filtering students? 4 2 0 ug 1/2000 pg 1/2000 ug 2/2000 pg 2/2000 § What issues do you need to address with this Apps 15 6 9 5 Offers 9 3 4 2 Pending 1 English 1 3 Rejec
Slide 15: Agent Relationships - things to remember...
Agent Relationships - things to remember... § #1st RULE -Try not to think of them as the enemy... § They are working for us - empower them § They are trying to recruit students for us - help and support them § They are ideal sources of market research - utilise their knowledge
Slide 16: University network
University network § Establish/maintain a strong network of individuals within your institution in your area § Establish/maintain a strong network of individuals who work in a similar capacity outside your institution § Communicate with these groups regularly
Slide 17: Representing your institution abroad
Representing your institution abroad § Know your stuff § Be informative to § Be prepared & students and follow organised up § LISTEN, be honest § NEVER bad mouth and truthful anyone!! § Treat your agents § Remember that while with respect you are abroad, you § Explain your work are the face of your
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