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2007 ICCFA University
J. Asher Neel College of Sales & Marketing
July 20-25, 2007
University of Memphis
Memphis, Tennessee
Dean: Gary O'Sullivan, CCE
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Additional Colleges:
College of Administration & Management
Cremation Certification Program (College of Cremation Services)
College of Funeral Home Management
College of Land Management & Grounds Operations
Master's Program
CEO Program
Download the Registration Form
Download the Registration Form for the Cremation Certification Program
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Friday, July 20
2:00 - 5:30 p.m.
Registration and Check-in
5:30 - 6:30 p.m.
University Reception
6:30 p.m.
University Dinner
Saturday, July 21
9:00 - 10:30 a.m.
Why Being a Sales Manager
Is Not Enough Today
Gary O'Sullivan, CCE
In today’s changing world, it is only those who are retooling themselves who will be successful. The days of being a good sales manager are over. Today your clients, your company and especially the people you are trying to hire, train and retain demand something different than in the past. In this session, you will learn that something different and how it can change how you do what you do.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Building Brand and Generating Leads Through Workshops and Seminars
Gwen Mooney, CCFE
Successful preplanning workshops and seminars involve much more than just talking about cemetery and funeral arrangements. They require careful planning, leading and organizing, as well as control over the method of delivery.
From the invitations to closing the deal, we’ll talk about how to run successful preplanning workshops and seminars:
- how to get people to attend
- what should be presented
- who should present
- where to hold the events
- when and how often to hold the events
This is not about running a typical seminar. We’ll discuss how to make your program interesting, fun and maybe even exciting. Be prepared to return home and run a successful workshop!
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
How to Build and Grow a Successful Preneed Funeral Team
Matt Kreidenweis
Through presentations and group discussion, you’ll learn how to properly implement all the elements needed for a successful preneed sales operation:
- business planning
- counselor recruiting
- team communication
- counselor training
- lead management
- compensation plans
- effective meetings
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Ten Things Every Sales Manager Must Know to Be Effective
Patrick Downey, CCE
Today’s sales manger needs to master many skills to be effective, most of which must be learned on the job in the real world. In this session, 28-year veteran Pat Downey will share the most important lessons and skills he has gleaned from working with hundreds of salespeople at cemeteries and funeral homes across the country. He’ll also share some new and innovative ideas for incenting, motivating and developing top-performing sales teams in today’s challenging sales world.
Sunday, July 22
9:00 - 10:30 a.m.
Marketing and Selling
Cremation Memorialization
Jim Hammond
Regardless of the types of cremation memorialization you offer, you won’t be able to sell it if the value isn’t clear to your staff and to the market and if it is not marketed effectively. In this session, we’ll discuss the important elements of educating cremation clients and marketing cremation memorialization.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
How to Develop and Manage a Family Service Program for Funeral Homes
Matt Kreidenweis
This course will share how to build extended family service care into the funeral home’s greatest lead generation program and its strongest PR tool. You’ll see statistics that prove the impact this program has on a counselor’s ongoing success, based on the experience and learning of 60+ counselors and managers. Discover successful processes and practices that guarantee the necessary teamwork and ensure the program’s success.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
A How-to Workshop for Creating Cutting-Edge Preneed Sales Materials
John Bolton, CCE
You’ll learn the keys to effective preneed and family service marketing materials. Next, the class will break into small groups to collaborate to create marketing pieces using the principles learned.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Successful Lead Generation
in a Changing World
Patrick Downey, CCE
Many things have changed in the world of selling, but one thing will always be at the center of any sales organization’s success: the ability to generate leads. In this session, Pat Downey will explore the elements of a diversified approach to lead generation that addresses current issues such as Do Not Call lists and family service while presenting a variety of systems that are succeeding in today’s marketplace. Discover how to help your staff build their own individual systems and use them successfully on a daily basis.
7:00 - 9:00 p.m.
Annual Sports Tournament
Monday, July 23
9:00 - 10:30 a.m.
How to Exceed Your Families’ Expectations
Clift Dempsey, CCFE
If you honestly feel you do everything possible for families at the time of death, you don’t need to attend this session. But if you could use a few inexpensive ideas to help you create a more meaningful service and “wow” your families, then you don’t want to miss it! We’ll discuss ways to enhance both the funeral service and the graveside service using ideas that leave a lasting impression on families, creating a level of satisfaction and a rapport that can lead to future sales opportunities.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Developing and Implementing an Effective Training System
Mike Burke
Without proper staff training, all the great services, products and marketing programs in the world will not bring you the results you want. Find out how to put together a training system that will take your entire team to new levels of success
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Create and Effectively Using Performance Standards
Mike Hays
Training your staff is important, but you can’t stop there. Sales manager Mike Hays will show you how to develop staff:
- understand why salespeople under-perform
- learn to clearly establish performance standards
- grasp the importance of weekly measures and weekly accountability
- comprehend the uniqueness of performance evaluations in a sales context
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Panel Discussion: Principles of an Effective Family Service Program
Tuesday, July 24
9:00 - 10:30 a.m.
Understanding Today’s Consumers and How They Buy
Doug Gober
We will examine how innovative marketing strategies and techniques can allow us to stay on pace with today’s consumers and their desires. The demand for broader choice and a more individualized remembrance forces us to rethink old methods of our product and service offer. We’ll also look at the effect of these new techniques on making memorialization arrangements and compare it to consumers’ expectations of this process.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Using the Consultative Selling Process
Mike Hays
Today’s consumer doesn’t want to listen to an over-rehearsed sales pitch. They want information and expert advice as they make important decisions regarding services and memorialization. Mike Hays will show you how to use the characteristics of the consultative selling process to enhance your presentation skills and better serve families.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Recruiting and Interviewing
Techniques for All Size Markets
Clift Dempsey, CCFE
3:00 - 3:30 p.m.
Break
3:30 - 4:30 p.m.
Using CRM to Build Customer Loyalty and Help Generate Sales
Justin Hollingsworth
Customer Relationship Management is a complex customer service philosophy that is challenging to implement but critical to the overall success of your customer service strategy. This session will redefine CRM as “Customers Really Matter” and implement a process that puts information into the hands of the people who need it, when they need it, so they can meet customers’ needs and ultimately generate customer loyalty and increased revenues.
4:30 - 5:30 p.m.
Graduation/Reception for Students Completing Four Years
Wednesday, July 25
9:00 - 10:00 a.m.
3 Things Every Sales Manager Must Do to Attract and Keep Top Talent
Gary O’Sullivan, CCE
Most sales managers, when asked what their ultimate role in the organization is, would respond that it is to get the needed volume. Nothing could be further from the truth. Your ultimate role as sales manager has nothing to do with sales volume, but if you learn to master the three competencies you learn in this session, volume will be the end result.
10:00 - 10:30 a.m.
Diploma and Class Pictures
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