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2004 ICFA University
J. Asher Neel College of Sales & Marketing
July 16-21, 2004
University of Memphis
Memphis, Tennessee
Dean: Gary O'Sullivan, CCE
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Additional Colleges:
College of Cemetery Administration & Management
College of Cremation Services
College of Funeral Home Management
College of Land Management & Grounds Operations
Master's Program
CEO Program
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Friday, July 16
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 17
9:00 - 10:30 a.m.
How To Be Both an Effective Manager and an Effective Leader
Gary O'Sullivan, CCE
We'll take a look at what it takes to be both the effective manager and the inspiring leader our profession requires today. You'll be exposed to the fundamentals of effective management while identifying the elements of inspiring leadership principles. You'll learn how to manage with expectations, so you can be hard on results and soft on people. You'll also learn the three most important things all leaders must do and how to do them.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Protecting Your Image & Credibility
Gregg Williamson, CCE
Welcome to the world of Sarbanes-Oxley, new legal requirements in our highly regulated industry ... and your image. Don't fool yourself; the responsibility for maintaining your image and your credibility applies to each of us in management. Our success depends upon it. We'll learn and discuss together what our new "image landscape" means, how to effectively manage it and why it's worth making sure a positive image is supported by everyone in your organization. This is where the marketing tires hit the road. Done correctly, this builds sales!
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
How to Master The Art of the Interview and the Science of Selection
Mike Hays
This session will focus on crucial hiring skills, including:
- how to ask meaningful questions
- how to interpret resumes
- how to identify your ideal candidate
- how to follow up on references
- how to conduct effective second interviews
- and more!
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
The Two Things That Will Make You or Break You: It's A Conscious Choice
Gregg Williamson, CCE
Companies do not hire us to be babysitters. They want leadership and increased sales from their sales managers. The two vital keys to sales management success are recruiting new talent and building the team's net sales. During this session, we'll cover strategies, tactics and programs that best help us accomplish these two "keys to success." It doesn't matter if you have a sales team of 2 or 200. You can and will raise the bar for your organization and yourself.
Sunday, July 18
9:00 - 10:30 a.m.
How to Create and Effectively Use Performance Standards
Mike Hays
Don't just train your staff ... develop them. Preneed sales manager and operations trainer Mike Hays will show you how to:
- 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
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Performing a SWOT Analysis
Nicole Wiedeman
Does your funeral or cemetery team have trouble reaching consensus? Do you want to make improvements to your program, but don't have the tools to do it? Do you just have trouble getting things done?
Learn how to conduct a SWOT analysis and prioritization exercises for your organization. SWOT helps you uncover Strengths, Weaknesses, Opportunities and Threats. You'll learn the processes to effectively facilitate improvement in your programs. Case studies and your hands-on participation will give you the tools to GET THINGS DONE!
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
How to Build Up a Team Attitude For Improved Performance
Dick Perl
Funeral homes are made of bricks and mortar. Cemeteries have beautiful gardens and features. But buildings and gardens alone do not make for success. What makes for success is a team of people who work together to accomplish a common goal. Together in this session we will explore what makes up a successful team.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 p.m.
Driving Change in Your Organization...Become a Change Agent!
Nicole Weideman
"It's just the way we've always done it..." Is that the answer you get when you question a process in your organization? Learn how to become a change agent and overcome barriers in your organization by helping your team see subject matter, business process and culture barriers that impede success.
7:00 - 9:00 p.m.
Annual Sports Tournament
Monday, July 19
9:00 - 10:30 a.m.
How to Design and Market A Successful Affinity Program
Dick Perl
Is there a different way to build a unique relationship with the marketplace and generate more sales in the process? In this session, you'll learn the "how to" steps for creating and implementing an affinity program. You will discover the fundamental building blocks of this program and how to execute it effectively.
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
Creating and Managing A Family Service Program For Cemeteries and Combinations
Jim Hammond
Having an effective family service program is essential to your organization's service and sales programs. This session will cover the critical steps to set up a family service program, the elements you need to monitor to ensure its effectiveness and ways to enhance your service levels while at the same time increasing sales.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
Maximizing Contacts With Database Marketing
Rick Wesner
Learn proven methods to maximize your effectiveness with each contact in your database. Whether you're in the introductory phase of building a client relationship, setting an appointment to finalize arrangements or following up for additional services and referrals, database marketing can help you better meet the individual needs of each client you currently serve and nurture those you hope to serve in the future.
Learn about revolutionary advancements that can dramatically increase sales and market share for your program...from lead and referral development to relationship building to strategic marketing.
3:00 - 3:30 p.m.
Break
3:30 - 5:00 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
Tuesday, July 20
9:00 - 10:30 a.m.
How to Conduct an Effective Sales Meeting
Patrick Downey, CCE
We'll identify topics and subject matters that need to be incorporated into effective sales meetings, as well as techniques for maximizing the motivational impact of your meetings on staff. Topics will include:
- creating useful agendas
- elements of meeting content
- effective frequency and duration of meetings
- and more!
10:30 - 11:00 a.m.
Break
11:00 a.m. - 12:30 p.m.
"Do Not Call": Don't Be Alarmed!
Rick Wesner
Learn how complying with the FTC Do Not Call regulations can actually work to your advantage. We'll simplify the complexities, remove the mystique, and show you exactly how to ensure the safety of your organization without crippling your marketing program. Learn the concepts of "permission marketing" and how they can be applied to your prearrangement program to increase sales and ensure continued long-term growth.
12:30 - 1:30 p.m.
Lunch
1:30 - 3:00 p.m.
How to Develop and Manage an Extended 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. Managers will see actual statistics that prove the impact this program has on a counselor's ongoing success, based on the experience and learning of more than 60 counselors and managers. Discover successful processes and practices that guarantee the necessary teamwork and ensure the program's overall success.
3:00 - 3:30 p.m.
Break
3:30 - 4:30 p.m.
How to Market Cremation Memorialization
Jim Hammond
Regardless of the types of cremation memorialization you offer, you will not 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.
4:30 - 5:30 p.m.
Graduation/Reception for Students Completing Four Years
Wednesday, July 21
9:00 - 10:00 a.m.
How to Build and Lead an Organization of Integrity
Gary O’Sullivan, CCE
Integrity is the foundation of all success. In this session, you'll learn the principles for building a sales organization of integrity. We'll explore what all truly successful people and organizations understand about the value of integrity to their success. You'll gain a clearer view of the important role integrity has in our day-to-day responsibilities.
10:00 - 10:30 a.m.
Diploma and Class Pictures
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