Midterm

• The Ancient Scandinavians believed that in afterlife, the dead could enter the realm of the gods.


  true
• Between 1500 and 1550 three Roman scientist worked independently to invent an oven which could generate enough heat to cremate a body.


  false
• Prince Albert of England was interested in the cremation oven.


  false
• The first crematory in the United States was built in Washington, PA.


  true
• Early crematories were built in New Orleans, Los Angeles and Seattle.

  false
• The cremation of John F. Kennedy, Jr. and his wife helped the cremation industry.


  true
• The public sees funerals as an important part of the grieving process.


  true
• The internet is increasingly relied upon as a resource for information in funeral service.


  true
• The “Funeral Rule” sets forth mandatory practices that funeral directors must adhere to regarding the purchase of merchandise.

  true
• The public in increasing numbers finds that making pre-arrangements to be offensive and ghoulish.

  false
• According to the ZMET study the new view going forward is that a funeral is to be “customized” and a celebration of life.

  true
• A recommendation that a funeral director can use to help families understand funerals and cremation is to use the words interchangeably.

  false
• According to the ZMET study the consumer of today wants to find real value in the services they buy.


  true
• The future of funeral service is for the funeral director to be an event planner.


  true
• It is important to have a minimum amount of information on the funeral home website in order to encourage people to come into the funeral home for first hand knowledge.


  false
• The Funeral & Memorial Information Council (FAMIC) found that only __________of  cremation consumers do not want any type of ceremony.

  two percent
• In 2012 the NFDA conducted a survey to measure consumer’s awareness and perceptions of funeral service and funerals.  They found regarding cremation:

  60% will associate it with a memorial service
• The National Funeral Directors Association (NFDA) has been tracking trends in the funeral industry for over: 

  100 years
• The ZMET technique emphasizes:

  psychological principles as opposed to statistics
• On the website it is recommended to have:

  1. General information on the cremation process
  2. FAQ regarding cremation customized by the funeral home
  3. Importance of memorialization
  4. Funeral home cremation offerings
  5. Detailed service packages
  6. Glossary of terms
  7. Updated stats for cremation
  8. Education videos
  9. Offer educational brochures
  10. Consumer info section w/ cremation facts and guidance
  11. Easy to navigate links to other websites and resources
• In communicating with consumer's it is important for you to build:

  rapport
• When a consumer calls to request information regarding cremation you should:

  1. Ask for the caller's name and give your name.
  2. Speak with the caller about final disposition and memorialization.
  3. Break up services in the packages, working from most expensive to least.
  4. Offer to send consumers information or refer to website.
  5. Thank the caller.
• Always end telephone conversations by offering to send consumers information or refer them to the website.


  true
• The goal is to educate consumers about cremation:

  true
• It is necessary for the licensed funeral director to provide information on cremation options only:

  false
• E-mail has become an important means of conveying information, provide worksheets and links to online videos.

  true
• Best Practice means that a description of the cremation process be made part of the cremation authorization form.

  true
• The funeral director is not responsible to keep the family informed of all aspects of arrangements   including the cremation procedure even if the family seems interested in this:

  false
• Each state determines the order of the next of kin; it is the funeral director's responsibility to know the order:

  true
• As long as someone in the family, such as a daughter, gives permission to do so, without the knowledge of the deceased's wife, the funeral director can proceed to the crematory.

  false
• A major consideration when arranging for cremation is:

  a. Cremation is a method of preparation for final disposition.

  
  

  b. Cremation is irreversible.

  
  

  c. A dignified and respectful preparation of remains for identification.
• On a cremation authorization form it is absolutely necessary to know which of the following?

  Name of authorizing party and relationship of authorizing party to the deceased.
• Select the correct order of authorization of family members:

  Spouse, children, parents, siblings
• If there is confusion regarding who the authorizing agent is, the funeral director should consider consulting which of the following

  an attorney
• If the funeral director is not able to contact with the true authorizing party he/she should?

  1. Record the name, relationship, date and time of all persons spoken to.

  
  

  2. Identify the manner of communication i.e. Telephone, cell phone, e-mail, or other form of written communication.

  
  

  3. Maintain a written record of what was discussed and by whom.

  
  

  4. Maintain copies of all written communications.

  
  

  5. Send all mail with a minimum of a delivery verification, proof of service, or return-receipt request.

  
  

  6. Keep a written record of all discussions and comments with all parties.
• The cremation authorization should be specific about the disposition of:

  remains
• The cremation authorization is a specific authorization to?

  perform a cremation
• Before the family leaves the funeral home the decision must be made as to and signed for?

  The final disposition of the cremated remains
• Regarding signatures on the cremation authorization form, which of the following is true?

  1. It is signed by the authorizing agent at the end of the document.2. Each section of the authorization is initialed by the authorizing agent and funeral director.3. The authorizing agent need not initial any section of the authorization.

  Number 2
• The “Funeral Rule” makes it very clear it is not necessary for a funeral home to offer an alternative container for cremation.


  false