Course Information:
Funeral Profession and Consumer Behavior
The funeral service customer, your client family, does not want to buy your product and service. S/he is doing business with you because of the death of a loved one and feels morally responsible to make decisions that are uncomfortable at best. S/he has sort out your services and guidance during a time of personal crisis. Of the many justifiers that prompt consumer purchases such as pleasure, and entertainment the only one that applies to funeral purchases are Grief and Stress Relief. You as a funeral director need to understand the emotional needs and requirements of your clientele. As a funeral director you need to be a consular and an advisor rather than a salesperson to assist a client that is more sure of what they do not want rather than what they want. Learning the importance of Consumer Behavior is paramount to your success. This course offers you direction to consumer satisfaction.
The Author
Jerry Keller graduated from the Kentucky School of Mortuary Science in 1964 and has been involved both directly and indirectly with the Funeral Profession since that time and has been a Certified Bereavement Facilitator since 1997.
Jerry worked in a management consulting roll for the IBM Corporation and took part in a program allowing him to continue his education. Through that program, he received his Ph.D. in Business Administration, from Southwestern University, Metaire, Louisiana. While serving as consultant for IBM, he was involved with providing training in stress management, which included, what to expect at the time of death of a loved one, and assisted employees in recovering from grief and bereavement situations. Jerry has also provided these same services directly to the funeral industry for many years.
