Assisting price shoppers who call a funeral home requires a delicate balance of empathy, transparency, and professionalism. By lending a compassionate ear, providing clear pricing that emphasizes value, and following up, you can effectively help your families. As professionals in the funeral business, it is essential to promptly help families who call your funeral home, ensuring that they receive the information they need while feeling supported throughout such a difficult time.

Sometimes, what price shoppers need most is someone to talk to. One of the most crucial aspects of assisting price shoppers is listening. It is essential to give families your full attention and allow them to express their questions and needs. Though families are often in a hurry and can be quite emotional, it is a great practice to maintain a calm and patient demeanor throughout the conversation. Your main goal is to convey empathy, educate your family and remain professional. Grief can be overwhelming, and providing a compassionate ear can make a significant difference.

Being transparent about your pricing is a vital way to build trust and provide families with the information they seek. Explain the various options available to them and the prices associated with those options. Since time is a factor when speaking to families, the more knowledge you have on the cost of services the better informed your clients will be. Families are already dealing with a lot of uncertainty why grieving and they will appreciate clear and concise information. By providing upfront pricing you establish trust and thereby make them feel more comfortable.

When talking to price shoppers, don't solely focus on pricing. Instead, emphasize the value of your funeral home's services. Highlight the quality of care, professionalism, and support your staff provides during this challenging time. By emphasizing value, you can help price shoppers understand that your services are an investment in a dignified farewell for their Loved One.

During the initial conversation, try and make it general practice to get contact information from your Price Shopper. Having the customer provide you with at minimum their email will provide a tool for follow-up. Emailing them shortly after the call is a great way to express concern and reliability. You are demonstrating an ongoing commitment to their needs. This proactive approach can help build trust and foster a lasting relationship.

Scenario 1: Price Shopper Upfront

Caller: "Hello, I'm calling to inquire about your funeral service packages and pricing."

Staff: "Thank you for calling [Funeral Home Name]. We understand that comparing costs is an important part of the planning process. To provide you with the most accurate information upfront, we have some helpful online tools that allow you to explore various service options and receive real-time cost estimates right away. They offer complete transparency in pricing and give you control over the planning process. Would you be interested in learning more about them?"

Caller: "Sure, that sounds convenient."

Staff: (Explain the online tools, highlighting key features like customizable options and real-time cost updates.)

(Continue based on the caller's interest, potentially offering to walk them through the online tools.)

‍

Caller: "Hi, I'm calling to get some information about cremation costs."

Staff: "Thanks for calling. We offer a very straightforward cremation package that includes everything you need to get started: transporting your loved one from the place of death, filing the necessary paperwork like death certificates and permits, the cremation itself, and a basic container for the cremated remains. All of that is included for $1295."

Caller: "That sounds reasonable. Is there anything else I should know?"

Staff: "Absolutely! There are some additional options you can choose from, like a memorial service or a more decorative urn. But for a simple cremation, that package covers everything. Would you like an email with more details on the basic package and our online tools to explore other options?"

Caller: "Sure, that would be helpful."

Staff: "Great! Just to send you the info, can I grab your email address?"

‍

Caller: "Thanks for explaining your services. Can I get a price quote for a basic cremation package?"

Staff: "Absolutely. While I can give you a general range here, we have a great online tool that allows you to personalize your cremation arrangements and get a more accurate cost estimate based on your specific needs. It's very user-friendly and takes just a few minutes to complete. Would you like to know more about that?"

Caller: "That might be helpful, actually."

Staff: "Sure, no problem! The online tool lets you choose the cremation service type and customize options like memorial services or urn selections, with the total cost automatically updated. It allows you to compare different options at your own pace. Can I get your email and I’ll send that right over"

‍

Caller: "I appreciate you explaining these online tools, but I'm not very comfortable doing things online."

Staff: "That's completely understandable. While our online tools offer convenience and transparency, we understand that everyone has their preferences. You're still welcome to schedule a meeting to discuss your options in person. However, our online tools can be a helpful resource to explore beforehand and get a general idea of costs and service details."

Caller: "Okay, that might be helpful after all. Can you give me the website address so I can take a look?"

Staff: "Certainly! If I can get your email address I can actually send you the link”