Top Education — Call & Messaging Script

Call Script

Blue blocks — say this to the client. Yellow blocks — manager note. Don't read it like a robot: ask questions first, then offer what actually fits.

Golden rule: you're the "doctor". First diagnose (location, working or not, which course & why, UC, status), then offer only what genuinely fits. Don't dump every option at once.

1Introduction

Hello (Name), this is Mary from Top Education. We received your request from Facebook / TikTok regarding university courses with Student Finance, if you remember.

NoteIf you can see the date of the request, say it precisely: "you left your details yesterday / today". Always use the name, even if unsure: "this is the name that appeared on Facebook, so it's not our fault if it's slightly different."

✔ "Yes, I remember"

Move on. The client understands why you're calling.

✘ Doesn't get why you're calling

No point continuing — first explain where the request came from and what it's about.

2Opening the conversation

Alright, so how can I help you? Do you know how Student Finance works?

ImportantDo NOT ask "do you have time to talk". Just continue. Exception — you hear they're driving / busy: "Is it a good time to talk?"

3Qualification

What to find out1) Employed ≥1 year in the last 5 years · 2) Previous student loan and how many years · 3) Status (British / EU / Refugee / ILR) · 4) Universal Credit.

I need to ask you a few details to be able to offer the most convenient option. Have you been employed at least 1 year within the last 5 years?

✔ Employed ≥1 year

Great — QA / Regent / ARU / LSC are open.

✘ Not employed

2 options remain: GBS / SMEG (don't look at work experience). British + reasonable → still workable.

Have you received a student loan before?

✔ No / under 1 year

OK, continue.

✘ 2 years or more

We can't help. Say it straight. But: don't close a fresh lead — move to Warm 3 months.

4Eligibility confirmation

NoteCheck the status in the CRM BEFORE the call, so you already know what you're dealing with.

Great. As I can see, your status is (British Passport / EU / Refugee / ILR), which means you may be eligible for Student Finance. Most of our universities require some work history — that's why I asked.

5Explaining Student Finance

Have you had a chance to read about Student Finance on our website? Do you know how it works?

✘ Doesn't know → explain

Give the full version (block below).

✔ Knows → keep it short

"Great, anyway I'll send a full guide with government links after our call. Now let's see which courses fit you best."

This is a government student loan that covers tuition fees and your personal living expenses for the whole duration of studies.
• Tuition fees: £6,000–£9,500 per year, paid directly to the university.
• Maintenance loan: £10,000–£16,000 per year, paid into your bank account every four months. Depends on London / outside London and your situation (single or dependents).
• Student perks: 25% off Council Tax, and in London a Student Oyster Card (30% off travel).
• You only repay after the course, and only if you earn more than £25,000/year. Earn £30k → about £38/month. Earn less → you pay nothing. After 30–40 years the balance is written off.
I'll send you a full guide with official government links after our call, so don't worry about remembering everything.

6Course discovery

Do you already have a course in mind? Are you looking for something specific, or something easier and flexible?

Split by work experienceAlways find out work experience — it decides where you offer.

✔ Experience ≥6 months

Offer QA / Regent / ARU / LSC. Courses: BA Business Management (+Foundation), BSc Health & Social Care (+Foundation), IT courses.

✘ No experience / certificates

Go straight to GBS (step 7).

Study mode (QA / Regent / ARU)Daytime 9:30–16:30 (one day online) · Evening+Sat: 2 days on campus 17:30–20:30 + Saturday online 9:30–16:30 · Weekend 9:30–16:30.

"Stay-at-home mum" filter: daytime at QA/Regent/ARU doesn't work for her (school run 9:00, pickup 15:00). Raise this FIRST, or a competitor will raise it for you. Offer: evening GBS / Regent / LSC / QA or weekend.

7GBS offer (no experience / busy client)

In this case we can offer Business Management, 2 days per week on campus — most people choose this because it's flexible: days, evenings or weekends.
Day: 9:30–14:30 · Evenings: 16:30–21:00 · Weekends: 9:30–14:30.
Available in London, Leeds, Manchester and Birmingham.
This is our most popular course — general business: a bit of accounting, marketing, management, problem-solving. Useful for many careers. Full description I'll send after the call.

If you're very busy, we also have a short schedule: 2 hours a day, 2 days a week — day 10:30–12:30, or evenings 18:00–20:00 (London only). Days option in Manchester this intake.

London campuses (GBS)260 High Street, Stratford, E15 2JA · 891 Greenford Road, UB6 0HE · 10 St Mary Axe, EC3A 8BF · short schedule SE1 1NX.

8Location check

Tell me your location, please, so I can check which campus is closest to you.

NoteLondon → offer the London intake. Other city → options for that city. Example: "East London → both Stratford and London Bridge work for you."

9Send materials + book interview

OK (Name), I'll send all course info and a full Student Finance guide via WhatsApp and email. Let me explain the next steps. If you decide to apply, we book you for a university interview — a short speaking task (6 questions) and a 350-word essay. Don't worry, we'll help you prepare both.

To book the interview I need: full name, home address, date of birth, email, phone, nationality. No documents at this stage — just bring your passport/ID to the interview.

Next steps — differGBS: enrol directly, guide + call about the interview. QA / ARU / Regent / LSC: 1) apply to the university → 2) interview (Teams or campus) → 3) offer → 4) start the Student Finance application.

10Close + tomorrow HOOK

Do you have any questions at this point, (Name)? Perfect. I'll send everything now and we'll speak again soon. Feel free to contact me anytime.

HOOK — mandatoryDon't let them go without a hook question: "Look through everything and tomorrow I'll check if it's all clear — what time is OK to call you?" This filters 50% on the first contact: either they give a time (keep working) or "I'll call you myself" (→ Weekly).

Messaging — short templates

A "Copy" button sits next to each template. Replace Name before sending. Short messages beat spamming full templates.

Logic: 80% won't pick up. First contact → send SMS + WhatsApp + email at once. People reply in text even when they can't talk (at work).

First contact (Contact 1–3)

Mandatory first SMSSMS

Hello (Name), we received your request regarding university with Student Finance. When is the best time to speak? I also texted you on WhatsApp and email.

Send from day one — you see the reaction immediately.

WhatsApp — openerWhatsApp

Hi (Name), it's Mary from Top Education. You left a request about a university degree with Student Finance funding. I can send you the courses and how the funding works — is it easier for you to chat here or on a quick call?

Lets the client pick the channel → higher response.

"Are you still interested?" (after Contact 3)

Direct filterSMS / WhatsApp

Hi (Name), are you still interested in the university course with Student Finance, or shall I cancel your request?

Strong question — forces a yes/no.

Seen but silent

Soft touchWhatsApp

Hey (Name), let me know if you have any questions about our options.

About the courseWhatsApp

Hey (Name), did you find a course there that you like?

"Wrong person?" — reactivationWhatsApp

Hey, did you leave a request about a university degree with Student Finance on TikTok? Or am I texting the wrong person? — Iuri

Works as a hook: the person clarifies it's them.

Client asks to call back later

Move to text instead of rescheduling the callWhatsApp / Email

Got it (Name). Meanwhile I'll send you a few important questions here on WhatsApp — reply whenever you have a minute. It'll help me check if we can help you and offer the most convenient option, so we don't waste your time.

Not "oh ok I'll call back". Move to text — saves both sides time.

After the client agrees on a course

Sending materialsWhatsApp / Email

Perfect (Name). I'm sending you now: 1) the course overview, 2) the full Student Finance guide with government links. Have a look and tomorrow I'll check with you if everything is clear. What time is good to reach you?

Follow-up by day

Day 7 — last WhatsApp touchWhatsApp

Hi (Name), just checking in — are you still thinking about starting a degree with Student Finance? Happy to answer any questions.

Better sent from a different number. After this — less often.

Day 14 / 30 — reactivationEmail

Hi (Name), new intakes are opening and Student Finance is still available for eligible students. If you'd like, I can hold a place and walk you through the options. Just reply "yes" and I'll take it from there.

Pipeline & follow-up (CRM)

Priority = whoever is "on the line" and moving. Monthly is always last.

Fresh-lead rule: if a fresh lead says "not interested" / excuses — do NOT move to Closed. Move to Warm 3 months.

Contact 1–3 — fresh from ads

Call for 3 days, twice a day (window 12:00–14:00 and evening 16:00–18:00). No answer → SMS + email from template. After Contact 3 → Weekly.

In Chat — replied, something discussed

Most clients get lost here. Agreed to talk tomorrow — call tomorrow. No reply → task in 3 days. Still nothing → No rush / hand to a colleague.

Interested (HOT)

Motivated, knows what they want, waiting on documents. Keep focus and control.

Weekly / No rush

"Offer's good, but I need to sort a couple of things." Say "we'll come back in 2 weeks." 2–4 rounds, then review / reassign.

Monthly — LOW priority

Auto emails + WhatsApp from the company. Manager only calls once a month + SMS. Handle last.

Provided documents

Sent the paperwork → Olga (processing) and Iura take over. Manager only steps in if the client needs a call.

Priority discipline: if you have overdue tasks in In Chat / Contact 1–3 but you're calling Monthly or Weekly — that's a loss: you burn your own time and money. Work the movers first.

Daily order

Priority	What	When
1	Contact 1–3 (fresh)	10:00–13:00, top up 16:00–18:00
2	In Chat + Interested	throughout the day, "next-day" return is mandatory
3	Weekly / No rush	by task
4	Monthly	last

Risk categories & objections

Raise the tricky points on the FIRST contact. Don't be afraid to ask straight: "How do you like the offer? Do you think it fits? Can I call you tomorrow to check?"

🕌 Muslim clients (visible by name)

Interest on the loan = Haram. 80% go silent exactly because of this. Raise it up front.

Are you OK that there will be an interest on your Student Loan?

Strong hook — filters or confirms instantly. Better handled on first contact.

💷 Universal Credit

They get £1,000–3,000/month — university means little to them. Often time-wasters.

We're required to ask about Universal Credit, because studying may affect your payments and cause problems. Are you OK to continue if it affects them?

If "I don't care, I'll start working soon / I only get £300" → normal, keep going.

👩‍👧 Stay-at-home mum

Daytime QA/Regent/ARU doesn't fit (school 9:00–15:00). Raise it FIRST.

Offer: evening GBS 16:30–21:00 / Regent / LSC 18:00–20:00 / QA 17:30–20:30 + weekend online. Or full weekend.

👴 Age 50–55+

Usually low motivation — called "just to find out". Shows on first contact.

Better to offer 1–2 year courses, not 4. No answer on day two → no point chasing.

💻 Wants IT but no CV

Needs ~2 years of work over 5 years. Ask "why this course?".

You need to understand this course is hard and will need very active focus. Do you have a laptop? Have you done any private courses in this field?

Option: Computing year one → then switch to Cyber (especially if not working).

🚫 SFE not explained on the call

Client reads it alone, sees "I have to repay" → stops answering.

Always explain SFE by voice (£25k threshold, written off after 30–40 years), don't leave it to self-reading.

Works M–F? Wants to "think about it"?

Works 5 days → offer evening / weekend only, not daytime. Straight: "Vasea, it'll be tough to study full-time — either evenings/weekends, or cut your work hours. I'll give you a day to think; I'll call tomorrow — what time works?" That's the HOOK: either they give a time, or "I'll call myself" (→ Weekly). "I need to think" = a reflex — push with a question on the spot.

Productive call / chat checklist

Called and didn't find this out — the call doesn't count.

#	Find out	Why
1	Location	which campus is closest
2	Working or not, and how	which study mode to offer
3	Which course — easier or specific?	direction of the match
4	If IT/hard — why	gauge how realistic the request is
5	When they last worked	QA/ARU vs GBS
6	Universal Credit or not	risk category
7	Any certificates (if no experience)	university options
8	Can they physically attend university at all	realism

If the client is new and everything's positive, and they agreed to a call tomorrow — CALL TOMORROW. In Chat is where most clients are lost.

Quick "no answer" cheat sheet

Contact 1 no answer in the morning → return in the evening (task)
Contact 2 no answer in the morning → return in the evening (task)
Contact 3 no answer in the morning → return in the evening (task)
In parallel — SMS + email: "are you still interested or shall I cancel your request?"
After Contact 3 → Weekly, then possible reassignment / automation

Top Education Group Ltd · internal manager script · Onest font