Conquering the Conversation: Price Shopping Services

altAnalysis of you and your competitors

How confident are you that every staff member who answers the phone at your funeral home is able to connect with callers? What about your competitors? How do they answer price shopping calls? Stop guessing -- let OGR do the work for you.

OGR's secret shopper service offers four options plus an optional add-on that can be tacked onto any of the tiers. This service is designed to measure your staff’s current abilities, determine your competitors’ current abilities and provide staff training - either virtual or on-site - to reduce the loss of business to competitors.

This is a service available exclusively to OGR members. A price shopping analysis is available for free as a benefit of membership. The other options are available at a discounted price if you bundle them or order the full package. Contact Member Resources Director Nancy Weil for details or click the options below to learn more.

Included with OGR membership: BASIC PHONE SHOPPING ANALYSIS
Additional Options
 - MEMBER ANALYSIS
 - COMPETITOR ANALYSIS
 - STAFF TRAINING
 - DIGITAL ANALYSIS

Basic Phone Shopping Analysis (included with OGR Membership)
Not ready for in-depth analysis? The following are included free with membership:

✓ Choice of one phone call to member firm -OR- one email inquiry to member firm
✓ Summary of responses

OR

✓ Choice of one phone call to competitor firm -OR- one email inquiry to competitor firm
✓ Summary of responses

Contact OGR at (800) 637-8030, ext. 304 or email [email protected] to get started.

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Option 1: 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 Member Resources Director will present an analysis of staff's responses, recommend ways for improvement and provide additional business development tools.

The Conquering the Conversation member analysis includes:
✓ Three phone calls and e-mails to your funeral home
✓ Choice of burial or cremation inquiries
✓ Written analysis of responses
✓ Recommendations for improvements staff can make
✓ Telephone consultation with OGR’s business development expert 

Contact OGR at (800) 637-8030, ext. 304 or email [email protected] for more information and pricing. 

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Option 2: 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 (if you opt 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)
✓ 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

Contact OGR at (800) 637-8030 or email [email protected] to get started.

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Option 3: 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 Member Resources Director will provide a half-day training session that can be conducted either in-person at your funeral home or via video conference. 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 of what will best serve each family, whether they're in-person or on the phone.

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; virtual option available

Contact OGR at (800) 637-8030, ext. 304 or email [email protected] to get started.

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Option 4: Digital Analysis
Before a price shopper picks up the phone, they have been checking you out on the internet. What their research shows will determine if they dial your number or move on to one of your competitors. With this option, OGR staff will take a look with the “eyes of the consumer” to see what they are seeing when they research your funeral home.

  • Google Review analysis – What do your Google Reviews (or lack of them) say about your funeral home?
  • Website basic analysis – Does your home page compel the consumer to look deeper into your services? Is your website easy to navigate? Do you present a clear picture of what differentiates you from your competition?
  • Facebook analysis – Are your posts encouraging viewer engagement? How frequently is your funeral home posting? Can consumers easily find your website through your social media page?

Contact OGR at (800) 637-8030, ext. 304 or email [email protected] to get started.

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