Mortuary Administration 1 Quiz 1 (Packet) Questions and Correct Answers
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Course
Mortuary Administration
Institution
Mortuary Administration
Initial Notification of Death The first contact a funeral establishment receives regarding a death
Funeral Procedures 1. 98% of the notifications of death are by telephone. - Other methods are email, letters, personal contact.
Determine the nature of the inquiry A. At-Need: When a death occurs. B...
Mortuary Administration 1 Quiz 1
(Packet) Questions and Correct Answers
Initial Notification of Death ✅The first contact a funeral establishment receives
regarding a death
Funeral Procedures ✅1. 98% of the notifications of death are by telephone.
- Other methods are email, letters, personal contact.
Determine the nature of the inquiry ✅A. At-Need: When a death occurs.
B. Pre-Need: In advance of a death
Pricing or "Shopping Inquires" ✅1. You must comply with all FTC requirements
2. Ask questions to determine what types of services are desired and explain their
various options.
3. Provide range of prices when inquiry is broad and itemized price information when
specific choices are determined.
Recommendations for The Use of The Telephone ✅A. Answering the phone: Don't
answer on the first ring
1. Give the name of the funeral home and the name of the person speaking
2. Examples of potentially offensive phrases to avoid: "Good Morning", "Good Evening",
"Good Afternoon", "Merry Christmas / Happy New Year", "How Are You Today?", "Hold
On", "Thank You For Your Business"
3. Use of proper language rather than slang.
A) Use of hello rather than hey
B) You're welcome preferred to uh-huh
*Voice is veery important because body language and facial expressions won't have
any influence on the listener, when they cannot see the funeral director.
Quality and Tone ✅1. Should not be overly cheerful
2. Should not be sad or foriorn
3. Should have some inflection to avoid sounding monotonous or bored
Diction ✅1. Should be clear and crisp.
2. No food, gum or objects in mouth
, Voice ✅1. Quality and Tone
2. Diction
3. Clear Pronunciation
4. Moderate Volume
5. Above All, Avoid Sounding Impatient or Bored
6. Politely ask the call to re-establish connection if call quality is poor
Closing The Telephone Conversation ✅1. Read back information to ensure accuracy
2. Give the caller the approximate time, in minutes, you will arrive at the place of
transfer (Don't say, "we'll be right there")
3. Allow the caller to close the conversation
4. May wish to avoid saying "thank you" since this may be offensive to some
Person Making the Notification of Death to the Funeral Home ✅1. Member of the
family
2. Kin - One's relative, referring to blood relationship (legally the surviving spouse is not
kin)
3. Widow/Widower - A woman/man who has lost their spouse by death
4. Survivor - One who outlives another person or event
5. Friend of the family
6. Minister
7. Physician
8. Medical Examiner - A forensically trained physician whose duty it is to investigate
questionable or unattended deaths
9. Coroner - A public officer whose chief duty is to investigate questionable deaths
10. Hospital
11. Nursing Home
12. Prison or other institution
13. Attorney
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