Presenter:  Lacy Robinson 
As Director of Member Development for the National Funeral Directors Association, Lacy develops and facilitates training programs for NFDA members. She regularly presents continuing education programs on both the state, national and international level establishing NFDA as the leading provider of training and development for funeral professionals. 

Summary: Do your nerves get the best of you when answering the question, “How much is cremation?” In need of suggested dialogue to develop the cremation discussion with families?  Attend Lacy Robinson’s industry acclaimed crash course and learn everything you need to know to transform a basic cremation phone inquiry into a valuable cremation phone discussion. Lacy will walk you through a very simple four step process designed to help funeral directors, pre-arrangement counselors and administrative assistants of all experience levels.  Learn how to give a positive first impression each and every time while conveying value of celebrating one’s life.  Highlights include rules to telephone etiquette, key discovery questions to ask, identifying the next step and conveying empathy.  There is no doubt attending this webinar will be the most productive 50 minutes of your day!