Funeral Service Management Real Exam
Questions & Answers
Definition of first call - CORRECT ANSWER-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 - CORRECT ANSWER-made by telephone
Know that you should ask the following during the first call: - CORRECT ANSWER-(1)
Age of Deceased,
(2)Release,
(3) Permission to embalm,
4) organ and tissue donation
Phone inquiries/Price shoppers - CORRECT ANSWER-Price-shopping onlyo
People-shoppingo
Solution-shopping
Remember: SVSDVPo The factors that contribute to the caller's evaluation of the image
of the FH - CORRECT ANSWER-. Salutation Tone of Voice Speed of Questions and
Pronunciation Diction Volume Phone Image
9 tips for connecting with funeral shoppers - CORRECT ANSWER-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 - CORRECT ANSWER-The moving of the deceased
from the place of death to the funeral home
Transfer Vehicles - CORRECT ANSWER-Hearse/Funeral
Coach
Mini vano/ Utility van
SUV
Factors to considero - CORRECT ANSWER-Age of deceased
Location of the deceased
Local customs
Economics
Societal change
Transfer etiquetteo - CORRECT ANSWER-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: - CORRECT ANSWER-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 - CORRECT ANSWER-Go to the door without the
cot Institutional transfers Universal precautions Transfer identification Forensic transfers
Family preparation time
Define arrangement conference - CORRECT ANSWER-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? - CORRECT ANSWER-
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? - CORRECT ANSWER-The order taking method is where
you start right into planning the funeral - what do you want?
The new way is to start asking personal questions such as "why don't you tell me about
your dad?"
The information that is needed is legal documents, explanation of expenses, explaining
government forms, the death notice or obituary, presenting merchandise, date and time
for visitation, coordination with clergy or funeral celebrant, special requests, service
details, financial arrangements, automobile needs
Have knowledge of what is needed during a pre-need/pre-funded arrangement and
acremation arrangement. - CORRECT ANSWER-Need the paperwork from the pre
funded / pre arranged file
Questions & Answers
Definition of first call - CORRECT ANSWER-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 - CORRECT ANSWER-made by telephone
Know that you should ask the following during the first call: - CORRECT ANSWER-(1)
Age of Deceased,
(2)Release,
(3) Permission to embalm,
4) organ and tissue donation
Phone inquiries/Price shoppers - CORRECT ANSWER-Price-shopping onlyo
People-shoppingo
Solution-shopping
Remember: SVSDVPo The factors that contribute to the caller's evaluation of the image
of the FH - CORRECT ANSWER-. Salutation Tone of Voice Speed of Questions and
Pronunciation Diction Volume Phone Image
9 tips for connecting with funeral shoppers - CORRECT ANSWER-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 - CORRECT ANSWER-The moving of the deceased
from the place of death to the funeral home
Transfer Vehicles - CORRECT ANSWER-Hearse/Funeral
Coach
Mini vano/ Utility van
SUV
Factors to considero - CORRECT ANSWER-Age of deceased
Location of the deceased
Local customs
Economics
Societal change
Transfer etiquetteo - CORRECT ANSWER-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: - CORRECT ANSWER-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 - CORRECT ANSWER-Go to the door without the
cot Institutional transfers Universal precautions Transfer identification Forensic transfers
Family preparation time
Define arrangement conference - CORRECT ANSWER-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? - CORRECT ANSWER-
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? - CORRECT ANSWER-The order taking method is where
you start right into planning the funeral - what do you want?
The new way is to start asking personal questions such as "why don't you tell me about
your dad?"
The information that is needed is legal documents, explanation of expenses, explaining
government forms, the death notice or obituary, presenting merchandise, date and time
for visitation, coordination with clergy or funeral celebrant, special requests, service
details, financial arrangements, automobile needs
Have knowledge of what is needed during a pre-need/pre-funded arrangement and
acremation arrangement. - CORRECT ANSWER-Need the paperwork from the pre
funded / pre arranged file
