Countrywide Pre-Paid Funeral Plans

Transcription

1 Countrywide Pre-Paid Funeral Plans In partnership with Golden Leaves Ltd SALES TRAINING MANUAL

2 Contents The concept of funeral planning Countrywide, Golden Leaves, and the funeral planning industry The benefits of Countrywide Pre-Paid Funeral Plans Alternatives to funeral planning The sales process Some possible client questions and objections Sales hints and tips Countrywide Pre-Paid Funeral Plans made easy Paperwork, payment and documentation Key facts Simple sales process Regional Manager Contact Details: Midlands and North Neil Cooper South East Kevin O Connor [email protected] Wales and South West Terry Buckley [email protected]

3 The concept of funeral planning If you ve ever had to organise a funeral you ll understand how complicated it can be. There are delicate matters to consider and difficult decisions to be made, often without any knowledge of what the deceased would have liked. Most people never discuss their funeral wishes, fearing it would be morbid, or tempting fate to do so; yet many have strong feelings about the service they d like, whether they want to be buried or cremated, or where they d like to be scattered. And then there s the cost. Few people realise how expensive a funeral is these days, and with funeral costs rising over 61% in the last 7 years, who knows how much they ll cost in future. As we re all living longer, and the squeeze on our finances tightens, it s a very worrying thought. This is why having a funeral plan is such a good idea. A funeral plan guarantees both that your funeral wishes will be respectfully carried out just as you wanted, and, the funeral director s costs will be covered, whatever they might be, at the time of need. By thoughtfully taking out a funeral plan now, your clients do their loved ones a great kindness, relieving them of a huge emotional and financial burden at what will be a very sad time. By helping them do this, you offer a very valuable service, and fulfil your duty of care. Countrywide, Golden Leaves, and the funeral planning industry Until 2001, funeral planning was typically provided by funeral directors themselves. They generally recorded the wishes of their clients for future reference and took payment in advance to cover their requirements whenever needed. These payments were often then held in a bank account with no safeguards for the clients against misuse by the parent company saw the emergence of Golden Leaves Ltd who were instrumental in developing the National Association for Pre-paid Funeral Plans (NAPFP). This ensures that client s funds are adequately protected by means such as trust funds that provide security for plan holders and funeral directors alike. Funeral planning through pre-paid schemes is now big business in the UK under the regulation and direction of The Funeral Planning Authority Ltd (FPA). The new comprehensive regulations are primarily concerned with the security of funds within a regulated scheme, and the delivery of the planned service with honesty and dignity. Golden Leaves Ltd is registered with the FPA, adheres strictly to its code of practice, and continues to be at the forefront of the development of regulation in this country. Golden Leaves Funeral Plans conform to the Financial Services & Markets Act 2000 (Regulated Activities) Order In 2012 Countrywide partnered with Golden Leaves, to offer Countrywide Funeral Plans to their clients. Countrywide Pre-Paid Funeral Plans are legally binding agreements between Golden Leaves, the nominated funeral director and your clients. Golden Leaves is the only funeral planning service to provide a repatriation plan both into and out of the UK. Golden Leaves is the only funeral planning company to offer totally green funeral plans in the UK today. From the paperwork for the brochures, through to the coffins themselves, the whole product is eco friendly; and the Green Trust Fund invests in ethical and environmental stocks.

4 The benefits of Countrywide Pre-Paid Funeral Plans: Peace of mind: The plan holder s personal funeral wishes are set out in a guarantee, so that their relatives know exactly what they wanted. Having a funeral plan guarantees that, at the time of need, the funeral director s services will be carried out as requested by the client in the plan for the pre-paid sum. Thoughtfulness: Having a funeral plan shows your client s care enough about their loved ones to relieve them of both a financial, and emotional, burden at what will be a difficult time. Having a green funeral plan also shows they care about the world we live in too. Financial: Once they have purchased a pre-paid funeral plan your clients can relax in the knowledge that the funeral director s costs are guaranteed, and any increases in the costs of the disbursements (such as doctor s fees, minister s fees, crematorium charges etc) included in the initial purchase price of the plan, but beyond the control of the funeral director, are guaranteed up to the RPI (Retail Price Index). Any rise in the cost of the disbursements beyond the RPI may necessitate further payment from the client s estate, executor or next of kin at the time of need. (Golden Leaves green funeral plans do not include disbursements.) Security: All payments for Countrywide Funeral Plans are managed by Merrill Lynch Quilters Fund Managers and held securely in the Golden Leaves Trust by a board of independent trustees. The money your client s pay for their funeral plan is totally secure. No Age or Health Restrictions: There are no age limits to taking out a Countrywide Funeral Plan, nor is there any medical evidence required from a doctor. Cancellation: Golden Leaves provide a full refund of all monies paid into a plan (without interest) within 28 days from the date of application, subject to the terms & conditions of the plans sold at the time. After the cooling off period, a fee equivalent to 20% of the total value of the plan is deducted. (25% for green funeral plans) Terms & conditions may vary from time to time. Easy Payment Options: Most people make one single payment for their plan. However, low interest instalment payments are available, over periods of up to 60 months, if required. Interest is applied at 6% cumulative per annum, excluding the first year. A deposit of 200 is collected as the first month s premium, thereafter the remaining cost is spread over the selected instalment period. Portability: Should a plan holder relocate within the UK, Golden Leaves will endeavour to place the plan with a funeral director local to their new address. However, should there be a regional price variance, clients will have the option to pay any additional amount required, or cancel the plan; subject to the usual terms and conditions. Environmentally friendly: Golden Leaves in partnership with Greener Goodbyes (the only funeral package to be endorsed by Greenpeace) has created the ultimate green funeral plan package that is green to the core.

5 Alternatives to Funeral Planning You may well encounter clients who have made provision for their funeral expenses by setting aside monies in either savings accounts or insurance policies. The reasons these methods are inadequate can stimulate discussion with your clients as to their need for a funeral plan: Point out to them that funeral costs have risen dramatically in recent years, and are likely to rise further. For example, in 2004 the average cost of a funeral was around 1,920 but in 2011 a Mintel survey showed that the average cost of a funeral in the UK had risen to 3,091 an increase of 61% in just 7 years! If they have savings in banks and building societies you need to explain that, although we don t know how much funeral costs will increase in the future, history tells us that the interest earned on money in savings accounts is unlikely to keep up. If in 1991 they had invested 820 (the cost of an average funeral back then) in a standard building society account, it would only have grown to 1, by However, with the average cost of a funeral now 3,091, this would leave a serious shortfall of 1, to be met by the family! The best way of avoiding these spiralling funeral costs is to take out a funeral plan that both guarantees the funeral your clients want and ensures that the funeral director s fees will be paid, in full, at the time of need. If your clients have insurance policies to cover their funeral costs they generally fall into 1 of 3 types: term insurances, whole of life policies and over 50s plans. None are as good as a funeral plan for guaranteeing funeral costs. Term insurance is most commonly taken out to cover a specific item or event, such as the mortgage on a house purchase, or the care of dependant children until they come of age. Completion of a medical questionnaire or examination is often required. One down side to using term insurance to cover funeral costs is, that if it is taken out for an amount based on today s funeral prices there is no way the sum insured will cover funeral prices in the future. Also, as we re all living longer, the term of the policy could well expire before your client does! If the term of the policy is 25 years and your client dies 26 years after taking it out, it will not pay out, and there will be nothing to cover their funeral expenses. With current advances in medical care they could well be wasting their money by saving for their funeral using a term insurance product. Should the term insurance policy be cancelled at any time, no refunds are paid out. The advantages of a funeral plan over term insurance are: Anyone can take out a funeral plan, there are no age or medical restrictions The funeral director s costs are guaranteed whenever they re needed A funeral plan will never expire and will ALWAYS pay out Whole of life cover does just as it says and covers the policyholder for the whole of their life; but the premiums for this type of policy are often substantially dearer than for term insurance and, as the years pass, they can increase significantly. As we re all living longer, with the cost of living continuing to rise, and pensions and savings for retirement

6 being increasingly squeezed, there s a real chance of being unable to continue to afford this type of policy into later years. Sadly no refunds are paid if a policy is cancelled or lapses. Assuming that the premiums continue to be paid, as funeral costs rise there is no guarantee that the sum insured will meet these amounts at the time of need, even though, should they live to a good age, your clients may have paid in more than the sum insured and the cost of the funeral! Also, there is often the need for medical acceptance or a qualifying period before the policy is in place. Should a whole of life policy lapse there s no cover, leaving the family with no funds for funeral expenses when they re ultimately needed. The advantages of a funeral plan over whole of life cover are: Anyone can take out a funeral plan, there are no age or medical restrictions The cost of the plan is fixed. Even if paid by instalments the term and amount are fixed at the outset and will not change or stretch on indefinitely into the future A funeral plan will never expire and will ALWAYS pay out A funeral plan guarantees to cover the funeral director s costs at the time of need Irrespective of how long you live after taking out and paying for a funeral plan you will never pay any more for it. With whole of life cover, if you live to a ripe old age, you could be seriously out of pocket! Over 50s plans could seem like a good alternative to funeral plans. However, on close inspection they present a number of drawbacks. Firstly your clients have to be between 50 and 80 years old to take out a plan. Then, if they re paying by instalments, and if your clients pass away within 2 years of taking out the plan, the funeral director s costs are not covered in full. Also, paying by instalments for an over 50s plan could turn out to be a big commitment for them. Payments for these plans must continue until they re 90 or until they die, whichever comes first, for the plan to pay out. Also, no money is refunded if the plan is cancelled, or payments cease after 30 days. The advantages of a funeral plan over an over 50s plan are: Anyone can take out a funeral plan, there are no age or medical restrictions There is no qualifying period. If your clients opt to pay by instalments and pass away before completing payment, all money paid into the plan is made available to cover the funeral director s costs at the pre-agreed price with any shortfall being met by the family If your clients opt to pay for their funeral plan by instalments, these are paid over a pre-determined fixed period of their choice (up to 60 months) and after this time no more money has to be paid for the funeral plan to pay out for the funeral director s costs at the time of death 80% of the amount paid in is refunded should the funeral plan be cancelled after 28 days. (75% for green plans)

7 The Sales Process As a Countrywide agent, with just a few simple questions effortlessly included in your fact finding / instruction taking process, you can easily open up your discussion to explore your client s funeral arrangements. Below are a few ideas to help you develop your sales process. They may need adapting depending on the initial reason for your visit i.e. whether you re at the appointment to discuss a will, financial advice or specifically to talk about funeral planning. Whichever, with implementation and practise they will help you secure more business. Think: Funeral Plans!! it s so easy to sell them: Introduction Remember: people buy people. Take a little time to develop rapport when you arrive at your client s home. Look around you. Photographs and signs of hobbies can tell you a lot. Photographs of children and grandchildren show they re involved with, and bothered about, their family. They will be concerned for their future welfare and happiness, and by asking about them you will not only help build rapport, but also gain valuable information to use in your blossoming discussion. Once rapport is established, if you re on a telesales lead, clarify their understanding of the purpose of your visit.. Obviously, if your appointment was initially to discuss wills / finance etc, as a Countrywide agent, introduce Countrywide Funeral Plans at the appropriate time. Establish Your Client s Needs By asking open questions: Although many clients you encounter will never have discussed their funeral wishes with either their family or friends, during your trusted, confidential discussion, possibly around their wills and finances, it should be easy to introduce funeral planning into the conversation. Asked sincerely, in a caring manner, these questions will develop your conversation. (The list is not exhaustive, not all questions need to be asked; you decide what s appropriate) - Have you ever had to organise a funeral for a loved one? If Yes ask the following questions. (If No please move on to the next paragraph) - Who was it for? (Make sure you then use their name in your conversation). - Did you know what their funeral wishes were? - Had you ever talked about it beforehand? (if not...why not?) - What problems did that cause? - How did it make you feel? - Looking back, would you have preferred to have known what they wanted? - How would this have made your task easier? Then, continue to ask the following questions, or possibly start with the following questions if your client has never organised a funeral, or, if the initial purpose of your visit was to take will instructions:

8 - What type of funeral would you like? - Would you prefer to be buried or cremated? - What songs would you like at your funeral? - Do you have any special requirements for your funeral? - How much do you think a funeral costs these days? - How are you going to pay for yours? Establish Your Client s Financial Needs By asking open questions: If your client has previously organised a funeral ask: - How long ago was the funeral? - How much did the funeral cost? - How was it paid for? - What financial issues did that cause? - How did you feel about that? Tell all clients: The cost of funerals has risen over 61%, in the last 7 years! then ask: - How much do you think a typical funeral costs today? - If you, or a loved one, died tomorrow, how would you pay for the funeral? If you learn that money has been set aside to pay for a funeral ask: - How much do you have set aside to cover the funeral? - Where is that money? If the money is in a bank or building society ask: - Why do you have it there? - How much interest did you make on it last year? - What about over the last 5 years? - If you died in, say 5 or 10 years time, how much do you think the money you ve put aside would have grown to by then? - Based on how much funerals have risen over the last 7 years, do you think that will be enough to pay for your funeral then? - Who would pay for your funeral then? - What problems would that cause? - How do you feel about that? Use the information supplied in Alternatives to funeral planning to respond to your client s answers. Then tell them: Ok, so it s great that you ve set money aside towards your funeral. However, as we ve established, there s no way it s going to keep up with the ever rising cost of funerals! What I suggest is that we move the money to somewhere that s going to fix the price of your funeral costs...no matter when you die!!...would that help you? (If your clients have already put by an insufficient amount to cover their funeral costs, suggest that this amount be used as a deposit on a Countrywide Pre-Paid Funeral Plan with the balance paid by monthly instalments.)... then move on to Sell And Agree The Needs

9 If no money has been put aside to pay for your client s funeral ask: - So who would pay for your funeral? Depending on their answer - I haven t any money, I can t afford it, my family will pay for it etc ask: - Do you want to burden your family with the bill for your funeral? - How much do you think you could afford to save each month toward your funeral, so as for it not to be a burden for them? If they say I m not bothered, I won t be here! ask: - So, typically it ends up with your family having to pay the bill. Do you really want that burden of responsibility on them? - Could they afford to pay it now? - What problems would that cause them? - How do you feel about that? If they say, I have an insurance policy. Ask: - When did you take it out? - How many years did you take it out for? - Why did you take it out? - What does it pay out on your death? Depending on the sum insured, and how long ago the policy was taken out, it s likely that it won t even cover the cost of the crematorium fees! Use the information supplied in Alternatives to funeral planning to respond to your client s answers. It s important that they know that most insurance policies are taken out for a fixed amount over a fixed period. The initial sum insured usually does not increase, and the policy may expire before the insured does.- Insurance policies don t keep up with rising funeral costs! Sell and Agree The Needs Many of your clients will no doubt think that inclusion of their funeral wishes in their will is sufficient to ensure these wishes are carried out. However, in law, even assuming the will is read before the funeral, the executors are under no obligation to either carry out these wishes or use any monies set aside for the funeral to actually pay for it. It is best if you can point out these facts to your clients and instruct them as to the real and significant benefits of a Countrywide Pre-Paid Funeral Plan. You need to sell the concept of a funeral planning back to your client based on their needs, e.g. peace of mind for you and your family, you ve guaranteed the price of your funeral, whenever it s needed in the future etc.

10 Present The Solution Present Countrywide Pre-Paid Funeral Plans as the solution to their problem and explain the benefits of the plans to your client. Establish with them: - What the plans offer, and why they are beneficial. - Which plan they want, and which they can afford. Close and Application Forms By now, assuming you ve followed the process correctly, your client will be wanting you to sort out a plan for them. For full details of how to do this please see Paperwork, Payment and Documentation. Consolidation Re-iterate the plan benefits. Clarify your client s understanding of the product, its affordability and the key points. Explain what happens next and tell them about documentation they ll receive. see Paperwork, Payment and Documentation. Referral People are much happier, and much more likely, to recommend Countrywide Funeral Plans to their friends and family than other financial products and services. Ask: Who else do you know that would benefit from a Countrywide Funeral Plan?

11 Some Possible Client Questions and Objections I don t want to talk about funeral plans; I m not looking to go anywhere yet! I m glad to hear that. However, few things are certain in life, no-one knows what s around the corner. The day will come for all of us when we need a funeral and meanwhile they re getting more expensive every year. So even though you don t need one now, it still makes sense to pay for it now, ready for when the time comes. I can t afford it. The cost of a Countrywide Pre-paid Funeral Plan can be covered using our instalment option, whereby you may pay a fixed monthly amount over 1 to 5 years. I ll shop around when the time comes. I don t think so. There will be more than enough heartache and upset when you pass away. Do you really think that your family will want the additional agony of shopping around and looking for a bargain. Surely they ll want you to have the best funeral you can at the best price; and its far easier do that today, because today s prices won t be available then. I don t care what happens when I ve gone. Ok, but what about your family? If you ve ever had to organise a funeral you ll understand how complicated it can be. There are difficult decisions to be made, and without any knowledge of what you would have liked it can be a real emotional strain, never mind the financial burden organising a funeral puts on your loved ones. I ve already got my funeral wishes in my will. While it s good you ve thought about it unfortunately that s not legally binding and your executors could decide to do differently both with respect to your wishes and to any money you ve put aside. Also as the will is often not consulted until after the funeral has taken place whatever you ve put in your will could be irrelevant. I m superstitious. Just like writing your will, once you ve sorted out a funeral plan you can forget about it and get on with the rest of your life, peaceful in the knowledge that you ve done the best thing for your family. I have health problems. Will that prevent me taking out a plan or cost me extra? The answer is no to both questions. Whatever your age or state of health you may take out a Countrywide Pre-Paid Funeral Plan. Is my money safe? Absolutely! Funds for your funeral are held securely in an independently managed trust. Merrill Lynch Quilters are tasked to manage the fund s stable long term growth, specifically to cover the increasing cost of funeral services. The Golden Leaves Trust is managed by an independent board of trustees. The viability of the trust is assessed annually by an actuary. The Company and The Trust Fund are also monitored by the Funeral Planning Authority (FPA)

12 I m young and healthy. If I live for years does that mean that I ll continue paying instalments and end up paying a lot more? No. You can pay with a single lump sum or on instalments over 1 to 5 years. Once you have completed payment of today s price for the plan you have selected, there is no more to pay. Your money remains in the Golden Leaves Trust Fund until required. You will never have to pay more for the guaranteed services of the funeral director; and Golden Leaves will guarantee any increase in the cost of disbursements to the Retail Price Index. (Any rise in the cost of disbursements beyond the RPI may necessitate further payment at the time of need.) But what if I change mind about the style of funeral I want? You shouldn t worry about taking the decision to make your plans now. We know that circumstances change with time and so we re happy to make changes to your plan at any time, at no cost to you. Additional charges are only incurred if you purchase additional services not specified in your original plan. What if I move house? Simply let us know and we ll place your plan with an independent funeral director in your new area. However, if there is a regional price difference, you may have to pay any additional amount required, or you can cancel the plan; subject to the usual terms and conditions. What do my family have to do when the time comes? Simply either contact Golden Leaves, or the funeral director named on your certificate. Your funeral will be carried out exactly as you planned, at a time and date agreed with your family. Can I take out a plan for a friend or relative? Yes, either with, or without, their knowledge. All documentation can be sent to your address.

13 Sales Hints and Tips Think Funeral Plans. You ll set yourself apart from the rest and fulfil your duty of care by offering your clients a complete and compassionate service with their best interests at heart. Through taking their will instructions, or giving financial advice, you will be aware of your client s financial situation. In the same appointment you have the opportunity to seriously increase your earnings, and genuinely offer your clients the best advice, by talking about Countrywide Pre-Paid Funeral Plans. Know Countrywide Pre-Paid Funeral Plans inside out. Practise makes perfect. Rehearse the sales process, your product knowledge, answers to possible client objections and completion of the paperwork before appointments. Keep a copy of the Simple Sales Process crib sheet inside your folder just in case! Remember: people buy people, and, sales don t usually make themselves. Know why you re introducing Countrywide Funeral Plans to your client to help them help themselves and their loved ones. Know you client. Listen carefully and compassionately to them. Learn about them and their families. Know why they buy. Observe who is the driver usually the woman, and who is the decision maker usually the man. During your conversation target the driver, and up-sell to the decision maker. Be confident. By creating awareness, offering enthusiastic advice, instilling the need, and generating the desire you can easily lead your client to say Yes to a Countrywide Pre-Paid Funeral Plan. They are simple products to sell and, once a family has personal experience of their benefits, they virtually sell themselves. Easy! Remember to attempt a trial close before finally closing the sale. By introducing Countrywide Pre-Paid Funeral Plans at every opportunity you can seriously increase your earnings.

14 Countrywide Funeral Plans made easy Experience has shown that most of our clients prefer to purchase one of the following plans: The Silver Plan a basic funeral, no viewing or limousine, basic coffin The Gold Plan a standard funeral, with 1 limousine and a standard coffin The Platinum Plan an all-inclusive funeral, with 2 limousines and a high quality coffin - For full details, please see Countrywide Funeral Plans Details & Costs Green Funeral Plans 3 green funeral plan packages are available: Glade, Meadow and Woodland. They mirror the above plans in the levels of service offered, but all elements of the product and service are eco friendly. (Disbursements are not included.) - For full details, please see Golden Leaves Green Funeral Details & Costs Encourage your clients to choose either the Gold or Platinum Plan, (or green equivalents) as the first plan in each range is designed to offer a very basic style of funeral: there is no provision for viewing of the deceased; the hearse goes directly to the crematorium; and there is no limousine included for the family. Un-necessarily getting into discussion with your client about their choice of funeral director leads to much debate and deliberation, and wastes valuable time! Ensure you pre-empt this by explaining to them that the experts at Golden Leaves will place their plan with a funeral director that meets up to their high standards, local to your client s home. If your clients want a specific funeral director they will be sure to tell you, without being asked! Should this be the case, note their request and Golden Leaves will do their best to negotiate acceptance by the funeral director of choice. NOTE: We do not use any Co-op or Dignity services, - preferring the more personal touch of local, independent funeral directors. Explain that all the packaged plans are designed for cremations and priced for a service in the crematorium chapel. A church service always incurs a substantial additional fee. If your clients are a couple and definitely cannot afford to take out two plans to cover both of their funerals, tell them about the Family Option. This ensures that whoever dies first, the cost of their funeral is met by the plan; leaving the family, or estate, to cover the funeral costs of the surviving partner. Do point out though that should the surviving partner need to go into care, care costs will significantly impact on their estate and could result in the family having to pay for the remaining funeral. Once this is pointed out, most couples find the money to purchase 2 plans. To purchase a Family Option, each person must complete a separate application. Completed application forms should be sent with payment in the usual way. The payment required is the Overall Total Cost, as usual; plus an additional administration fee of 185. Should the clients be paying by instalments, this additional administration fee of 185 is taken on top of the usual 200 first month s payment. (Should a second plan be taken out at any point, up to 3 months after the death of the first person, no further administration charges need to be paid.) We also offer bespoke plans, plans for burials, and a repatriation service. - For details of these, please speak to your Golden Leaves Regional Manager.

15 Paperwork, Payment and Client Documentation The paperwork used in selling Countrywide Funeral Plans is brief and very easy to complete It is contained within the product brochure, and consists of: Funeral Plans Details and Costs sheet Funeral Plans Application Form Funeral Plans Payment Form Funeral Plans Terms & Conditions sheet. Please ensure that all application forms and payment forms are completed, signed and dated by your client. Please ensure that your Agent Name is also clearly printed on the application form. Most people make a one off payment for their funeral plan. When this is the case a cheque, made payable to Golden Leaves Trust, should be obtained for the Overall Total Cost of their chosen plan. If your clients are paying by instalments, a deposit of 200 is collected as the first month s premium, thereafter the remaining cost is spread over the selected instalment period. For payment by instalments you then need to ensure that the direct debit instruction is also completed and signed by your client. Payments are available over periods of up to 60 months, with a 6% interest charge for this service excluding the first year. (Note: Direct debits are collected around the 1 st or 16 th of the month.) If your client wishes to pay a substantial deposit and then pay the balance by instalments, please contact the Golden Leaves office for instalment amounts. Do point out that should the plan holder die before the account is paid, the contributions paid are made available toward the cost of the funeral plan, with the balance on the account needing to be paid by the next of kin or estate. All completed paperwork and payment should be sent to Countrywide s head office, where it will be logged and then sent on to Golden Leaves. Commission will then be paid by Golden Leaves direct to Countrywide. Once the business has been accepted, Golden Leaves will send to your clients: A Certificate of Membership A copy of the Plan Holder Details An Invoice outlining the services requested A credit card style Emergency Card There is a 28 day cooling off period should your clients change their mind, with a full refund guaranteed within this period.

16 Key Facts Funeral details planned and well managed with costs at today s prices Funeral director s services guaranteed Executors will not be asked to pay more Disbursements guaranteed to increase with RPI (Retail Price Index) Funds held in an independent trust The Golden Leaves Trust Funds managed by Merrill Lynch Quilters (Green Trust Fund managed by Merrill Lynch) Trust managed by an independent board of trustees and assessed annually by an actuary Conforms to Financial Services & Markets Act 2000 (Regulated Activities) order 2001 Company and trust fund monitored by the FPA (Funeral Planning Authority) Golden Leaves are founder member of the NAPFP (National Association for Pre-paid Funeral Plans) Acceptance guaranteed no age limit or health questions Cancellation Within 28 days: - full refund guaranteed. After 28 days: - standard plans 80% refund guaranteed (excluding pre-purchased graves.) - green plans 75% refund guaranteed Cremation and burial plans available Bespoke plans available Full funeral details can be included even choice of music Full guidance provided now, just as we will provide care and attention later Can change details at any time Third party applications possible Payable by lump sum or by instalments up to five years. Unique Selling Point: Repatriation plans (in partnership with Rowland Brothers International) Unique Selling Point: Golden Leaves is the only company in the UK offering totally green funeral plans

17 Simple Sales Process keep a copy of this in your folder to refer to Introduction Preamble. Build rapport with your client. Introduce yourself and Countrywide and, if you re there on a tele-marketing lead, establish the purpose of your visit with your client. Establish Emotional and Financial Needs Identify the need for a funeral plan. If you are there to take instructions for a will, progressing on to funeral plans will be a natural development of your conversation. Sell and Agree Needs Highlight the problems with not having a funeral plan and agree the benefits of getting one. Present the Solution Sell the benefits of Countrywide Pre-Paid Funeral Plans and how they will benefit your clients. Close and Application Forms Ask for the business. Complete all the paperwork. Get all the signatures. Take payment. Consolidation Reiterate the benefits of their selected Countrywide Pre-Paid Funeral Plan and its affordability. Go over the key points. Explain what happens next and about the documentation, and the cooling off period. Referral Ask: Who else do you know that you think would be interested in funeral planning?