Conquering the Call:
4 Options for Shopping and Analysis of You and Your Competitors

How confident are you that every funeral home staff member who answers the phone is able to connect with callers? The Conquering the Call Success Series offers four options that measure your staff’s current abilities, determine your competitors’ current abilities, and provide onsite staff training to reduce the loss of business to competitors.

Option 1: Phone Shopping Included with OGR Memberships
Not ready for in-depth analysis? The following are included Free with Membership:

✓ One phone call to member firm
✓ One email inquiry
✓ Collection of GPL by mail from one competitor
✓ Summary of responses


Option 2: Member Analysis
OGR staff will call your funeral home on three different occasions posing as parties interested in knowing the cost of a cremation or burial (your choice). Using a script tailored for your funeral home, you’ll receive an account of how staff members responded, the impressions they created, how long it took to provide information, how thorough the information was, how well they engaged callers and how they ended the conversation. You’ll also receive a summary of responses to email requests. OGR’s business development expert will present an analysis of staff’s responses and recommend ways for improvement.

Conquering the Call: Member Analysis Includes:
✓ Three phone calls and e-mails to your funeral home
✓ Customized telephone script
✓ Choice of burial or cremation inquiries
✓ Written analysis of responses
✓ Recommendations for improvements staff can make
✓ Telephone consultation with OGR’s business development expert


Option 3: Competitor Analysis
OGR will call up to three competitors on three different occasions posing as parties interested in knowing the cost of a cremation or burial (your choice). The script customized for your interests will generate an analysis of how competitors’ staff members responded to these calls, ways they were similar and/or different from your staff (when opting for the Member Analysis), and how you can use this information to differentiate your funeral home during an inquiry call. The analysis will also include responses via email.

✓ Three phone calls and three e-mails divided among one to three competitors (your choice)
✓ Customized telephone script
✓ Choice of burial or cremation inquiries
✓ Written analysis of competitors’ responses
✓ Recommendations for how to use the information to distinguish your funeral home from others during an inquiry
✓ Telephone consultation with OGR’s business development expert


Option 4: Conquering the Call: Staff Training
Handling questions about funerals over the phone can be frustrating. Because of the Internet, many families fashion themselves as funeral service experts even when that means they’ve gathered very little information. Make sure your staff tells the complete story of how your funeral home offers more value to families that will ultimately help them honor loved ones and begin a positive journey of healing. OGR’s business development expert will provide a half-day onsite training session. Through interactive exercises and role-playing, your staff will gain the fundamentals for turning a “Give me the price of a funeral” conversation into a productive discussion in person or by telephone of what will best service each family.

Conquering the Call: Staff Training includes:

✓ Consultation with OGR’s business development expert to discuss training objectives
✓ Customized staff training curriculum
✓ Onsite facilitation of a half-day training program for up to 20 staff members


Contact Laine Phillips, OGR Member Resources Director, at (800) 637-8030 or email lphillips@ogr.org for more information about the Golden Rule Road to Success Series and pricing.