Klicker Chapter 1

Question 1

When does the funeral begin?

Answer 1

with the first call

Question 2

How many percent of first contacts are made by telephone?

Answer 2

98 percent

Question 3

What contributes to the caller’s evaluation of the image of the funeral home?

Answer 3

Salutationtone of voicespeed of questions and pronunciationdictionvolumephone image

Question 4

salutation. the person answering the phone should give:

Answer 4

-the name of the funeral home-his/her name, (how he/she would like to be addressed, e.g. Mr. Smith, David Smith)-“May I help you?”-avoid using “good morning” or “good evening”

Question 5

tone of voice

Answer 5

sympathetic, yet professional, not overly sad or cheerful. avoid sounding monotonous or bored.

Question 6

speed of questions and pronunciation

Answer 6

slightly slower than that of a normal telephone voice

Question 7

diction

Answer 7

clear and crisp. no eating drinking or chewing.

Question 8

volume

Answer 8

not too loud, not too soft

Question 9

phone image

Answer 9

professional, sympathetic, sensitive image. want the caller to feel secure and comforted. begining of relationship of trust starts here.

Question 10

first call sheet typically has:

Answer 10

-name of deceased-location of deceased-name, and relationship of caller-phone number of caller-name of next of kin if not the caller-phone number of next of kin-name of attending physician-has physician or medical examiner been notified?-age of deceased -permission to be embalmed

Question 11

if deceased at hospital, nursing home, or hospice you should ask:

Answer 11

-has release form been signed and by who-is there going to be an autopsy performed?-organ donation-is refrigeration available?

Question 12

Age of deceased:

Answer 12

age is asked to avoid misunderstanding.

Question 13

release:

Answer 13

most hospitals will not allow funeral home to transfer deceased without a signed “release of deceased” form.

Question 14

permission to embalm:

Answer 14

must be received before embalming can begin.

Question 15

organ and tissue donation:

Answer 15

routine referral act requires that hospitals contact the local organ procurement organization (OPO) and tissue and eye banks about each death, or pending death that occurs in the hospital. if the person is eligible for donation the OPO must offer the family the opportunity to donate. in some areas the OPO has the authority to place a hold on the release of the deceased until the family has been contacted. In these instances, the funeral home will have to contact the organ or tissue agency to check on when the deceased body will be released.

Question 16

If caller is not a family member

Answer 16

-treat the caller as if he was the NOK-empathy etc.-clarify who the NOK is-their name and number-some states have a domestic partner rule that gives partner in same sex relationship equal status as spouse -get name and number of person in charge of arrangement.

Question 17

when the first call is from another funeral director get the following info:

Answer 17

1. name of deceased2. location of deceased3. name, telephone number, relationship, and authority of the person calling4. name and phone number of the next of kin. additional info:5. emblaming?6. what are the transportation arrangements for the deceased?7. are services being held at both locations?

Question 18

concluding a call

Answer 18

1. review all information received for accuracy and completeness.2. inform the caller of items he should bring to the arrangement conference if he will not be talking with you again before that time. -clothing-photo-military discharge paperwork-social security number-cemetery deed-life insurance policy if it is being used to pay for funeral3. assure caller he will be served well4. assure caller approximate time of arrival at place of transfer do not say “we will be right there”5. leave the caller feeling he will be assisted competently.6. avoid saying “thank you” “thank you for the confidence you have placed in our funeral home” is okay.