Chapter 15; Registration Procedures

Question 1

What is registration?

Answer 1

developing a list of people qualified to participate in a specific program

Question 2

what are the 5 reasons registration would be necessary?

Answer 2

• may need to pay (if costs need to be covered)
• limited # of spaces
• places in the program are expensive
• some qualifying procedure for admission is required
• agency needs specific info about participants

Question 3

is registration always necessary?

Answer 3

no

Question 4

What are the 7 methods of registration?

Answer 4

Central Location Method
Program Location Method
Mail-In method
Phone-in method
Fax-in method
Web-based
Combination of Methods

Question 5

what is the central location method (walk in) like for registration? (include advantages and disadvantages)

Answer 5

registration at 1 place for many sign ups,
have to have adequate parking, enough orientation, centralized cash, be organized.
Adv: all at once, one place, can serve participants better, cash control
Dis: don’t see program space or meet staff, lines can be long

Question 6

what is the program method (walk in) like for registration? (include advantages and disadvantages)

Answer 6

happens at the program site

ad: see site, interact with staff, no delay, good customer service, young can get used to area
dis: time travel, more than 1 line, difficult to supervise, increased cash problems

Question 7

what is the mail in method like for registration? (include advantages and disadvantages)

Answer 7

complete form & payment in mail

ad: convenient, flexible time, don’t have to supervise cash
dis: no interaction, questions may go unanswered, must mail receipts

Question 8

what is the phone in method like for registration? (include advantages and disadvantages)

Answer 8

ad: up to date registration status, no line ups
dis: non personal, no seeing location, are to collect money, receipts must be mailed

Question 9

what is the fax in method like for registration? (include advantages and disadvantages)

Answer 9

complete registration & credit card info on fax form

ad: convenient, always open, no line
dis: no interaction, program location not seen, receipts must be mailed

Question 10

what is the web-based like for registration? (include advantages and disadvantages)

Answer 10

only if access to internet, get receipt printed & registration confirmed

ad: convenient, automatic confirmation, easy for tech davy
dis: small portion use this, poor websites, expensive to create

Question 11

what is the combination of methods like for registration? (include advantages and disadvantages)

Answer 11

may permit doing 2 or more of these methods

ad: flexible, convenient
dis: can be confusing when registration is accepted at several locations

Question 12

what should be on a registration form?

Answer 12

date
name, address, contact #
program
fee
to whom the check should be written
what to expect as confirmation
liability release form
info about method of payment
where to send registration

Question 13

What are three important timing points for registration?

Answer 13

ability to register when brochure available
indicate start date
must be fair

Question 14

what are 5 cancellation and refund points

Answer 14

• minimum # of participants must be there
• need to know what will happen if # not met
• what will happen if they want to register when class already full
• cancellation policy in place and clear
• people need to understand it CAN happen and how they will be refunded

Question 15

what are 6 main things about computerizing registration?

Answer 15

• important to train staff on software
• monitor class lists and waiting lists
• maintain accident reports and liability waivers
• use mail merge functions to target specific populations or for previous customers
• track restrictions for everything/everyone
• process payments, refunds, transfers & cancellations

Question 16

what are 6 VERY IMPORTANT registration considerations?

Answer 16

• staff on hand
• schedule appropriately
• orient & train staff
• organized queues
• simple & clear registration forms
• adequate pens & space to complete forms

Question 17

why can queueing procedures be hard?

Answer 17

people can get anxious because people jump queues, guard territory and must be in the right line for the service they want, not knowing the wait time
- its your first contact so it needs to be done properly

Question 18

what are some ways to make queues stress free?

Answer 18

• register in order of arrival (# taking)
• improve speed of service by eliminating repetition
• assure certainty of service ( let them know how much room is left)
• start service while waiting in line
• post time required in queue
• move forward to point of service
• make the queue fun