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Funeral Arranging and Directing Exam Questions Solved 100% Correct | Verified Answer
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Funeral Arranging and Directing Exam Questions Solved 100% Correct | Verified Answer
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Funeral Arranging and Directing Exam Questions Solved100% Correct | Verified Answers
What does 'fine' mean? - ✔✔it means "I'm not happy but I also don't trust you enough to tell
you why."
If you show a family into the visitation room, and they are silent, is that good or bad? -
✔✔BAD. duh.
in Raving Fans, you want to deliver __________________+ ___________% - ✔✔deliver your
vision + 1%
what is adding the extra 1%? - ✔✔adding an extra to an already 'perfect' service
To be successful in helping your families, you must be consistent and that requires a
____________________. - ✔✔a system
two things that can cause someone to be stuck with an out of date vision: - ✔✔-they dont
listen to their customers
-they dont want raving fans
you must have a _____________ __________________ to create raving fans - ✔✔you must
have a dedicated team to create raving fans
Define "Aggressive" behaviour? - ✔✔Using anger, demanding, pushy-ness, and force to be in
control.
Generally, they have low self esteem.
Define "passive-agressive" behaviour? - ✔✔Using passive behaviour to guilt others, then
that grows into anger.
, Guilting others to get your way.
Define "assertive" behaviour? - ✔✔Defined by having a positive self image, giving everyone a
chance until proven wrong and being confident, friendly and honest.
Not holding back on what you have to say, but being nice while doing it.
Behaviour styles? - ✔✔Positive self-image/Negative image of others--> I'm okay, you're not.
Negative self-image/Negative image of others--> I'm not okay, you're not okay.
Positive self-image/Positive image of others--> I'm okay, you're okay.
Negative self-image/positive image of others--> I'm not okay, you're okay.
3 communication problems - ✔✔-We fail to make our expectations know to the other party.
-We fail to find out the expectations of others.
-We assume that the other party has the same expectations as we do.
5 conflict managing styles - ✔✔-Avoiding conflict style
-Forcing conflict style
-Accommodating conflict style (you win, I lose)
-Compromising conflict style (we both lose, we both win)
-Collaboration conflict style (work together to find a revised middle point solution)
when greeting people how should you present yourself - ✔✔authoratative, clear and polite
what is some of the specialty equipment we employ when setting up a visitation? - ✔✔versa
stand, biers, funeral ark, floral stands, sanctum, tables etc..
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