Client Needs Assessment & Consultation Flashcards

Which type of question is best for opening a preplanning needs-assessment conversation?

Answer: Open-ended questions about what matters to the client

Open-ended questions draw out values, wishes, and concerns that closed questions miss.

A client says, 'I just don't want to burden my kids.' What is the consultant's best next step?

Answer: Explore what 'burden' means to them and what they want to spare their children

Probing the emotional motive reveals the real need behind the statement.

What does active listening primarily involve?

Answer: Giving full attention, reflecting and paraphrasing what is heard

Active listening means attending fully and confirming understanding through reflection.

Which information is most important to gather first in a needs assessment?

Answer: The client's personal wishes, values, and family situation

Needs assessment starts with the person's wishes, values, and circumstances before products.

A client arrives with a spouse who answers every question for them. What should the consultant do?

Answer: Respectfully invite the client to share their own wishes directly

The person being preplanned must have their own voice heard, while still respecting the couple dynamic.

Why is it useful to ask about previous funeral experiences the client has had?

Answer: To learn what they liked or disliked, shaping their expectations

Past experiences strongly shape what clients want or want to avoid.

Which nonverbal cue most suggests a client is uncomfortable or overwhelmed?

Answer: Crossed arms, short answers, and looking away

Withdrawn posture and clipped responses signal discomfort that should be acknowledged.