Acknowledge and record responses in Eden system for future use.
Factor into discussions for the remainder of the conversation.
For example:
• Another pre-paid funeral plan.
• Savings.
• A life insurance policy.
• Another insurance product which allows you assign money to a funeral provider, to cover the cost of a funeral.
If the customer has other arrangements, discuss how buying a funeral plan will impact what they already have. Do they intend to cancel the other funeral plan, or will they use their savings/insurance policy for another purpose?
If response is “Yes” to either element of the question, encourage (but do not advise) the customer to explore both “At-Need” and “Pre-Need” options.
Provide sufficient product information to help them make an informed decision about which option is best for them. If the customer still wishes to proceed with a funeral plan purchase, it is their choice.
If response is “Yes” to either element of the question, encourage (but do not advise) the customer to assess whether they’ve had enough time to make an informed decision about whether to buy a funeral plan.
Ask them to confirm whether they wish to receive more information. If they are unsure about how to proceed, offer to arrange a call back for a few days time.
If the customer is adamant that they wish to proceed with a funeral plan purchase, it is their choice.
For example:
• Dementia
• Alzheimer’s
• Hydrocephalus – which causes excess pressure on the brain and can lead to memory problems or loss.
• Any other illness or disability which affects memory or brain function.
Acknowledge and record responses in Eden system for future use.
Factor into discussions for the remainder of the conversation.
For example:
• Another pre-paid funeral plan.
• Savings.
• A life insurance policy.
• Another insurance product which allows you assign money to a funeral provider, to cover the cost of a funeral.
If the customer has other arrangements, discuss how buying a funeral plan will impact what they already have. Do they intend to cancel the other funeral plan, or will they use their savings/insurance policy for another purpose?
If response is “Yes” to either element of the question, encourage (but do not advise) the customer to explore both “At-Need” and “Pre-Need” options.
Provide sufficient product information to help them make an informed decision about which option is best for them. If the customer still wishes to proceed with a funeral plan purchase, it is their choice.
If response is “Yes” to either element of the question, encourage (but do not advise) the customer to assess whether they’ve had enough time to make an informed decision about whether to buy a funeral plan.
Ask them to confirm whether they wish to receive more information. If they are unsure about how to proceed, offer to arrange a call back for a few days time.
If the customer is adamant that they wish to proceed with a funeral plan purchase, it is their choice.
For example:
• Dementia
• Alzheimer’s
• Hydrocephalus – which causes excess pressure on the brain and can lead to memory problems or loss.
• Any other illness or disability which affects memory or brain function.
