Packet- Pre-selection Room Procedures and Post Selection Room Procedures

Question 1

The process by which the consumer is informed about the products about to be purchased.

• Few minutes of educaton- critical
• Empowers the consumer to make informed choices.

Answer 1

Presentation

Question 2

• In many ways it depends on the funeral directors “style” and also on the receptivity of the family.
• Rarely will you give the same presentation twice.
  
  • Some families want to hear everything, others just the basics, still others nothing at all.
• Three constants
• Basic Information

Answer 2

Information that Should be in the Presentation

Question 3

1. Consumer receives the information he/she needs.
2. Information given in patient and gentle manner
3. Try to reduce the family’s apprehension

Answer 3

Three Constants for the Presentation

Question 4

Basic information about cakets (or OBCs or cremation merchandise).

• Difference in materials, construction, linings, etc.
• Be careful not to overwhelm the consumer

Answer 4

Basic Information

Question 5

• Number of caskets on display
• Range of prices
• Reasons for broad price range
• Ddated casket price list prior to entering the selection room.

Answer 5

Be Careful not to Overwhelm the Consumer

Question 6

Some funeral directors take time to review this a second time, pointing out service choices already chosen, giving a specific dollar amount to which choices have totaled thus far.

• Empowers the consumer, allows for financial appropriate decisions.
• Reduces the “sticker shock” at the end of arrangement conference.

Answer 6

General Price List (GPL)

Question 7

There are two opposing philosophies in funeral service.

• Direct Selection Room Procedure
• Indirect Selection Room Procedure

Answer 7

Selection Room Procedure

Question 8

The method whereby the selection of the casket is made with the funeral director present.

Answer 8

Direct Selection Room Procedure

Question 9

• Some families prefer the support given by funeral directors.
• Funeral director is better able to meet the needs of the family.
• Funeral director can be aware of nonverbal communication (body language).

Answer 9

Advantages of Direct Selection Room Procedure

Question 10

• No privacy for families to discuss personal matters.
• The presence of the funeral director may influence the selection made by the family.
• Funeral director may misinterpret the needs of the family.
• Some families may feel intimidated by the presence of the funeral director.
• Often, because a family is bereaved, they do not hear or comprehend what is being said by the funeral director.

Answer 10

Disadvantages of Direct Selection Room Procedure

Question 11

The method whereby the selection of the casket is made without the funeral director present.

Answer 11

Indirect Selection Room Procedure

Question 12

• Privacy for the family
• The opportunity for the funeral director to influence the family is eliminated
• The opportunity for the funeral director to misinterpret the needs of the family does not exist.
• Written information about each casket may be more carefully analyzed.

Answer 12

Advantages of Indirect Selection Room Procedure

Question 13

• Some families prefer the support of the funeral director- feel abandoned if left alone.
• Funeral director not present to answer any questions which may arise.
• Written information may be misinterpreted or ignored.
• Consumers may try to open and close caskets, not knowing how- may damage them.

Answer 13

Disadvantages of Indirect Selection Room Procedure

Question 14

• Funeral director should enter first.
• All lights should be on.
• A furniture grouping should be in easy view.
• The demonstration group of caskets should be near the door.

Answer 14

Suggestions for Softening the Initial Shock of Entering a Room Full of Caskets

Question 15

• Dated OBC price list before vault discussion.
• Most funeral directors prefer to sell the burial vault after the casket has been selected.

Answer 15

Burial Vaults

Question 16

Involves the complete explanation of the Statement of Funeral Goods and Services Selected.

• A statement signed by the funeral director and the client or representative with copies retained by each party. The form should be in triplicate:
  
  1. Family
  2. Funeral director
  3. Accountant

Answer 16

Post Selection Room Procedure

Question 17

Be sure the family has _______ back to their home.

Answer 17

Transportation

Question 18

Review _____ information for the death certificate.

Answer 18

Statistical

Question 19

Determine the number of ____ _____ needed.

Answer 19

Certified Copies (of the Death Certificate)

Question 20

Recheck cemetery deed, entombment or creamtion authorization and cost.

Answer 20

Determine the Form of Disposition

Question 21

Review type, time and date of religious service- verify clergy ______.

Answer 21

Honorarium

Question 22

Review the accuracy of the newspaper ___ ___ and cost.

Answer 22

Death Notice

Question 23

Determine the number of _____ that are to be provided and their costs.

Answer 23

Vehicles

Question 24

Review funeral home policy about ___ ____.

Answer 24

Cash Advances

Question 25

Re-explain briefly the ____ _____ charge and its cost.

Answer 25

Professional Services

Question 26

Recheck charges for use of _____.

Answer 26

Facilities

Question 27

Social security, veterans and others- flag form, marker form, burial benefits form.

Answer 27

Review Benefits

Question 28

Cost for __.

Answer 28

OBC

Question 29

Review cost for ____ ____ - printed materials, garments, etc.

Answer 29

Other Merchandise

Question 30

Review the ___ selection and cost list.

Answer 30

Casket

Question 31

Ask if they are any questions, secure signatures.

Answer 31

Finalize the Statement of Funeral Goods and Services Selected

Question 32

1. Professional service charge
2. Use of facilities
3. Itemized costs of merchandise
4. Itemized costs of cash advancements
5. Clear and concise terms of payment
6. Itemized costs of rolling stock
7. Consumer clause and range of merchandise: 4 price sheets.
   
   • GPL
   • CPL
   • OBCPL
   • Statement of Funeral Goods and Services Selected

Answer 32

Consumer Groups, FTC, and others are Seeking to Require by Law a Minimum of 7 Areas on the Statement of Funeral Goods and Services Selected

Question 33

1. Written evidence of what has occurred
2. Helps avoid misunderstandings between the funeral director and the family
3. Indicates to the family that the funeral director follows sound business practice
4. Meets consumer laws- federal and state
5. Indicates that a funeral is more than merchandise
6. Indicates to the family those items and their prices that a funeral director has agreed to furnish.
7. Provides the family with terms of payment, discounts and late charges and for the funeral director facilities payment of the account by indicating who is liable and terms of payment (try to determine who has PRD at first call).
8. Provides a check list to insure that the wishes of clients are fulfilled by the funeral home staff.
9. Gives the funeral director a permanent detailed record from which to take information for subsequent funeral service,used in identify trends and in post need counseling. For future reference, always retain a death notice from the newspaper in the deceased’s file.

Answer 33

Importance of Statement of Funeral Goods and Services Slected to the Funeral Provider and Consumer:

Question 34

Escor the family through the funeral home, showing them the lounge, reposing room they will be using, restrooms, entrances, exits, ramps, parking lot and introduce family to your floor staff.

Answer 34

Conclusion of the Arrangement Conference

Question 35

The family should be escorted to their car by the funeral director in charge of the funeral home should provide transportation to take the family home. Never put the family on public transportation- bus, cab, etc.

Answer 35

Transportation after Arrangement Conference