Mortuary Administration (Exam 1)
UPDATED ACTUAL Questions and
CORRECT Answers
Notification of Death - CORRECT ANSWER- *"First Call"
*98% by telephone
*2% in person
*Importance of telephone etiquette
Answering Phone - CORRECT ANSWER- *Salutation should be
-Name of funeral home
"Wright Funeral Home, Tim Wright speaking, may I help you?"
*Avoid using "good morning", "good afternoon", etc.
Voice: Quality & Tone - CORRECT ANSWER- *Not overly cheerful
*Not sad or forlorn
*Avoid sounding monotone, bored, or impatient
Voice: Diction - CORRECT ANSWER- *Speak at moderate pace
*Pronounce words correctly
*Especially when firm uses multiple names
Voice: Volume & Tone - CORRECT ANSWER- *Not so loud that its offensive
*Not so quiet the caller has to strain to hear
*Minimize background noise
-distracts caller and employee
,Closing the Call - CORRECT ANSWER- *State approximate arrival time (AVOID: "We
will be right there!")
*Assure caller of continuing assistance
*Encourage calls for any questions or concerns
*"Permit caller to end conversation"
*Avoid saying "thank you"
Obtaining Information - CORRECT ANSWER- *Only basic information
*Need to transfer remains to funeral home
*Depends on location of the body
*Circumstances of death
Death at Resident - CORRECT ANSWER- *Name & age of decedent
*Date & time of death (if known)
*Address & location of residence (directions if necessary)
*residence telephone number
*Name, relationship, & telephone number of caller
*Presence of law enforcement personnel
*Has physician, ME, or coroner been notified
*Has body been released
*Permission to embalm from individual with right of final disposition
*Is family ready for funeral home personnel to arrive?
Medical Examiner - CORRECT ANSWER- *Forensically trained physician
*MD/DO
*Investigates questionable or unattended deaths
*appointed
, Coroner - CORRECT ANSWER- *Public officer
*Investigates questionable/unattended deaths
*Elected
*Often funeral director
Death at Institution - CORRECT ANSWER- *Hospital, nursing home, or hospice
-name/address of institution
*Name & birth date of decedent
*Date, time & place of death
*Caller's name, title, and phone number
*Name/address/phone of attending physician
*Name of spouse/next of kin
*Relationship to decedent
*Address & phone number
Important Questions - CORRECT ANSWER- *Autopsy
*Release of Remains
*Time
*Availability of refrigeration
*Entrance to institution
*Personnel to contact
*Removal procedures
Record of Death Notification - CORRECT ANSWER- *Accurate
*complete
*legible
("first call form" is recommended)
UPDATED ACTUAL Questions and
CORRECT Answers
Notification of Death - CORRECT ANSWER- *"First Call"
*98% by telephone
*2% in person
*Importance of telephone etiquette
Answering Phone - CORRECT ANSWER- *Salutation should be
-Name of funeral home
"Wright Funeral Home, Tim Wright speaking, may I help you?"
*Avoid using "good morning", "good afternoon", etc.
Voice: Quality & Tone - CORRECT ANSWER- *Not overly cheerful
*Not sad or forlorn
*Avoid sounding monotone, bored, or impatient
Voice: Diction - CORRECT ANSWER- *Speak at moderate pace
*Pronounce words correctly
*Especially when firm uses multiple names
Voice: Volume & Tone - CORRECT ANSWER- *Not so loud that its offensive
*Not so quiet the caller has to strain to hear
*Minimize background noise
-distracts caller and employee
,Closing the Call - CORRECT ANSWER- *State approximate arrival time (AVOID: "We
will be right there!")
*Assure caller of continuing assistance
*Encourage calls for any questions or concerns
*"Permit caller to end conversation"
*Avoid saying "thank you"
Obtaining Information - CORRECT ANSWER- *Only basic information
*Need to transfer remains to funeral home
*Depends on location of the body
*Circumstances of death
Death at Resident - CORRECT ANSWER- *Name & age of decedent
*Date & time of death (if known)
*Address & location of residence (directions if necessary)
*residence telephone number
*Name, relationship, & telephone number of caller
*Presence of law enforcement personnel
*Has physician, ME, or coroner been notified
*Has body been released
*Permission to embalm from individual with right of final disposition
*Is family ready for funeral home personnel to arrive?
Medical Examiner - CORRECT ANSWER- *Forensically trained physician
*MD/DO
*Investigates questionable or unattended deaths
*appointed
, Coroner - CORRECT ANSWER- *Public officer
*Investigates questionable/unattended deaths
*Elected
*Often funeral director
Death at Institution - CORRECT ANSWER- *Hospital, nursing home, or hospice
-name/address of institution
*Name & birth date of decedent
*Date, time & place of death
*Caller's name, title, and phone number
*Name/address/phone of attending physician
*Name of spouse/next of kin
*Relationship to decedent
*Address & phone number
Important Questions - CORRECT ANSWER- *Autopsy
*Release of Remains
*Time
*Availability of refrigeration
*Entrance to institution
*Personnel to contact
*Removal procedures
Record of Death Notification - CORRECT ANSWER- *Accurate
*complete
*legible
("first call form" is recommended)
