Funeral Service Management Review Chapters 1-3:
Questions With Complete Solutions
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Terms in this set (39)
the request for a funeral home to First Call
transfer a deceased from the place of
death to the funeral home, and for the
funeral home to carry out wishes of
the next of kin regarding funeral
services and disposition.
Are any two notifications the same? No, some callers will be efficient, quick, and
businesslike; while others may be upset, crying, in a
state of shock, or even unable to speak clearly.
What percent of first call contacts are 98% of initial contacts are made by telephone.
made by telephone?
What percent of first call contact is 2%
made in person?
What are contributing factors to the Salutation
caller's evaluation of the image of the Tone of Voice
funeral home during the first call? Speed of Questions and Pronunciation
Diction
Phone Image
, What information is needed from the Name of Deceased
caller during a first call? Location of the Deceased
Name, and relationship of caller
Phone number of caller
NOK Name
NOK Phone Number
Name of Attending Physician
Physician and/or medical examiner notified?
Age of Deceased
Permission to embalm
If the deceased is at a hospital, what Has a release been signed? By Whom?
additional questions should be asked? Autopsy?
Organ Donation?
Refrigeration Available?
Why should the age of the deceased to avoid any misunderstanding
be asked when obtaining first call
information? (the woman's baby was actually an adult)
What should be done, if the caller is Treat the caller as if he/she was the NOK
someone other than the family Clarify that the NOK gave permission to contact the
member. F.H.
What should be asked if the first call Name of Deceased
id from another Funeral Home? Location of Deceased
Name, Telephone Number, relationship, and authority
of the person calling.
Name. Telephone Number of the NOK
What should be done when Review all information received
concluding the first call? inform the caller of items he/she should bring
What should the caller be reminded clothing, photo, military discharge, SSN, cemetery
to bring with them? deed, insurance policy
The transfer of the deceased from the Removal
place of death to the funeral home
Questions With Complete Solutions
Save
Terms in this set (39)
the request for a funeral home to First Call
transfer a deceased from the place of
death to the funeral home, and for the
funeral home to carry out wishes of
the next of kin regarding funeral
services and disposition.
Are any two notifications the same? No, some callers will be efficient, quick, and
businesslike; while others may be upset, crying, in a
state of shock, or even unable to speak clearly.
What percent of first call contacts are 98% of initial contacts are made by telephone.
made by telephone?
What percent of first call contact is 2%
made in person?
What are contributing factors to the Salutation
caller's evaluation of the image of the Tone of Voice
funeral home during the first call? Speed of Questions and Pronunciation
Diction
Phone Image
, What information is needed from the Name of Deceased
caller during a first call? Location of the Deceased
Name, and relationship of caller
Phone number of caller
NOK Name
NOK Phone Number
Name of Attending Physician
Physician and/or medical examiner notified?
Age of Deceased
Permission to embalm
If the deceased is at a hospital, what Has a release been signed? By Whom?
additional questions should be asked? Autopsy?
Organ Donation?
Refrigeration Available?
Why should the age of the deceased to avoid any misunderstanding
be asked when obtaining first call
information? (the woman's baby was actually an adult)
What should be done, if the caller is Treat the caller as if he/she was the NOK
someone other than the family Clarify that the NOK gave permission to contact the
member. F.H.
What should be asked if the first call Name of Deceased
id from another Funeral Home? Location of Deceased
Name, Telephone Number, relationship, and authority
of the person calling.
Name. Telephone Number of the NOK
What should be done when Review all information received
concluding the first call? inform the caller of items he/she should bring
What should the caller be reminded clothing, photo, military discharge, SSN, cemetery
to bring with them? deed, insurance policy
The transfer of the deceased from the Removal
place of death to the funeral home
