first call and transfer of remains

Question 1

the request

Answer 1

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 for the funeral home home to carry out the wishes of the next of kin regarding funeral services and disposition

Question 2

the request is also called

Answer 2

the first call or death call

Question 3

___% call in by phone and ___% by walk in at the funeral home

Answer 3

98 and 2 %

Question 4

pricing or shopper inquiries

Answer 4

• determine what types of services are desired
• explain various options
• compliance with FTC requirements
• range of prices or itemized pricing list

Question 5

different kinds of transactional calls

Answer 5

• at need
• imminent
• pre need
• price shopping

Question 6

tone of voice on call should be

Answer 6

sympathetic yet professional, not overly sad, forlorn, or cheerful
- avoid being monotone

Question 7

speed of questions and pronunciation while on call

Answer 7

slightly slower than normal to get point across well

Question 8

diction while on call

Answer 8

clear and crips voice; don’t answer chewing gum, eating, drinking, or smoking
- use proper language

Question 9

volume while on call

Answer 9

not too loud to be offensive or disturbing; but not too quiet or soft that the caller must strain to hear or ask to repeat often

Question 10

phone image while on call

Answer 10

• same empathy, sensitivity, and concern as a face to face meeting
• all calls you are selling the image of the business
• avoid sounding impatient or bored

Question 11

salutation for when on the call

Answer 11

• give the funeral home name and your name
• use Mr/Mrs for formal
• less formal use name
• avoid good morning/evening

Question 12

phrases to avoid

Answer 12

• merry christmas
• happy holidays
• how was your day?
• thank you for your business
• hold on

Question 13

how to finalize the call

Answer 13

• read back info for confirmation
• give approximate time for arrival
• avoid we’ll be right there
• figure who will be going on removal
• allow caller to close conversation

Question 14

info needed from caller

Answer 14

name of deceased, location/direction, name and relation of caller, phone # and name of next of kin, time of death, etc

Question 15

order of next of kin

Answer 15

• designated person by disposition of remains act
• executor/ legal rep
• spouse
• adult children
• etc

Question 16

third party answering services

Answer 16

• can potentially cause confusion
• check and test them for customer service type stuff
• funeral director should still be the one to coordinate with the family after

Question 16

transfer of remains is…

Answer 16

transfer of the deceased from the place of death to the funeral home
- also known as the removal

Question 17

transactional wise, things to keep in mind with removals

Answer 17

• will family be present
• this is the first meeting with the family potentially
• try to get permission to embalm

Question 18

relational wise, things to keep in mind with removals

Answer 18

• focus on the family
• begin looking at life memories

Question 19

vehicles for removals

Answer 19

• hearse
• van
• station wagon (suburban)
• should always be ready and prepared

Question 20

staffing for removals

Answer 20

• require a license for your state? (IL does require it)
• should be trained on technical and interpersonal procedures
• outside help from firefighters etc
• dress appropriately according to situation

Question 21

equipment for removal

Answer 21

• cot
• stretcher/smooth mover
• sheets and cot cover
• pillow
• rubber/plastic sheets
• towels
• mortuary body bag
• PPE
• sanitary items

Question 22

infant removal equipement

Answer 22

• baby blanket
• bassinet or infant carrier
• small rubber/plastic sheet
• small pillow