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Funeral Service Management: Questions With Accurate Answers
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Funeral Service Management: Questions With Accurate Answers
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Funeral Service Management: Questions With AccurateAnswers
Definition of first call Right Ans - The request usually made by a surviving
family member, for a funeral home to transfer a deceased from the place of
death to the funeral home: and then for the funeral home to carry out the
wishes of the next of kin regarding funeral services and disposition
98% of initial contacts are Right Ans - made by telephone
Know that you should ask the following during the first call: Right Ans - (1)
Age of Deceased,
(2) Release,
(3) Permission to embalm,
4) Organ and tissue donation
Phone inquiries/Price shoppers Right Ans - Price-shopping onlyo
People-shoppingo
Solution-shopping
Remember: SVSDVPo The factors that contribute to the caller's evaluation of
the image of the FH Right Ans - . Salutation Tone of Voice Speed of
Questions and Pronunciation Diction Volume Phone Image
9 tips for connecting with funeral shoppers Right Ans - Set Expectations
among staff
end your greeting with your name
be an expert
if you have to transfer a call, do it warmly
Respond, respond, respond
never say I don't know
Choose your words wisely
Answer the question with a question - but answer it
Ask for more information
Definition of Transfer/Removal Right Ans - The moving of the deceased
from the place of death to the funeral home
, Transfer Vehicles Right Ans - Hearse/Funeral
Coach
Mini vano/ Utility van
SUV
Factors to considero Right Ans - Age of deceased
Location of the deceased
Local customs
Economics
Societal change
Transfer etiquetteo Right Ans - Do not slam doors of vehicleso Remain
calm and quiet in all activitieso Materials used for the transfer should be clean
and neatly arrangedo Let the family know when their loved one is at the
funeral home (especially fromthe airport, etc.)
Home removalso Things to consider: Right Ans - Stairways Size of hallways
Number of turns Throw rugs Objects/furniture that need to be moved
Doorways Position, condition, size of the deceased Location of the bodyo
Transferring the body & next stepso Right Ans - Go to the door without the
cot Institutional transfers Universal precautions Transfer identification
Forensic transfers Family preparation time
Define arrangement conference Right Ans - The meeting between the
funeral director and the client family during which the funeral arrangements
are discussed
What are the purposes of the funeral arrangement conference? Right Ans -
To help build rapport with the family
To help them plan a service that will be meaningful to them and reflect the life
of the deceased
To obtain vital statistical information for funeral home records, needed legal
documents, and death notices or obituaries
How do you begin the arrangement conference and what information do you
need to facilitate the arrangements? Right Ans - The order taking method is
where you start right into planning the funeral - what do you want?
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