Exam 4

Question 1

Which one of the following would NOT be considered a future trend in funeral service?

• more women in funeral service
• changes in traditional family unit
• a decrease in the cremation rate
• computerization

Answer 1

a decrease in the cremation rate

Question 2

Theory X and Theory Y resulted from the motivational behavior studies of

Answer 2

Douglas McGregor

Question 3

The obtaining and maintaining of adequate work space and funeral equipment is

Answer 3

facilities management

Question 4

Employment practices, termination policies, staff development, staff development, staff communications, promotional and compensation are all related to which area of management?

Answer 4

human resources

Question 5

Actuating is synonymous with

Answer 5

directing, evaluating

Question 6

Which governmental agency regulates the funeral service industry in our business relations with client families?

Answer 6

FTC

Question 7

The contemporary concept of funeral service management is

Answer 7

more service oriented than sales oriented

Question 8

Customer relations is an important component of ____ management.

Answer 8

marketing

Question 9

The two-factor theory is credited to which one of the following?

• Abraham Maslow
• Carl Jung
• Douglas McGregor
• Edward Deming
• Frederick Herzberg

Answer 9

Frederick Herzberg

Question 10

Motivating people in organization to develop teamwork which fulfills their needs and achieves organizational objectives is the definition of

Answer 10

human relations

Question 11

The obtaining and maintaining of a satisfactory and a satisfied work force is

Answer 11

personnel management

Question 12

According to contemporary concepts of management as related to funeral service, which of the following is TRUE with respect to client families and the community?

• the role of the funeral service practitioner is more than personal
• professionalism is seldom associated with public relations
• funeral services should be available to all people, regardless of their social and/or economic circumstances
• “caveat emptor” is more important than “caveat venditor”

Answer 12

funeral services should be available to all people, regardless of their social and/or economic circumstances

Question 13

The preparation and filing of the death certificate is usually the responsibility of the

Answer 13

funeral director

Question 14

The five classifications of goals or a hierarchy of needs is the work of

Answer 14

Abraham Maslow

Question 15

These workers are responsible, motivated and their reward comes from the job itself

Answer 15

Theory Y

Question 16

The art and science of motivating people toward the achievement of a goal is the definition of

Answer 16

management

Question 17

Whenever an employee needs to be reprimanded, it is very important to

Answer 17

do so only in private

Question 18

Hiring practices include all of the following EXCEPT:

• Advertising a job opening without being discriminatory
• proper interviewing techniques and procedures
• providing new employee orientation and training
• avoid checking references given by a prospective employee

Answer 18

avoid checking references given by a prospective employee

Question 19

Attention to detail is important in which of the following areas?

• facilities and vehicle maintenance
• preparation of remains
• planning and executing funeral arrangements
• all of these are important

Answer 19

all of these are important

Question 20

A particular business that provides a service as opposed to a product is referred to as

Answer 20

service business

Question 21

The planning, organizing, actuating and controlling of clerical paperwork would be an example of

Answer 21

office management

Question 22

The largest single expense of operating a funeral home is

Answer 22

personnel

Question 23

Responsibilities of the manager include:

1. providing weak leadership
2. communicating effectively
3. managing change
4. developing employee participation

Answer 23

3 and 4 are correct
managing change
developing employee participation

Question 24

This asserts that all members of an organization should direct their efforts toward the best possible production of goods and services

Answer 24

total quality management

Question 25

This assumes that people are lazy, require constant supervision and only work because they are paid.

Answer 25

Theory X

Question 26

“Caveat venditor” deals with which one of the following relationships?

• inter-professional
• intra-professional
• consumer
• governmental

Answer 26

consumer

Question 27

The art of making the public aware of one’s products and/or services that are for sale can be referred to as

Answer 27

advertising

Question 28

The two roles of the funeral director are

Answer 28

caregiver and manager

Question 29

According to the FTC Funeral Rule, which of these must be given to the family for their retention?

Answer 29

general price list

Question 30

With respect to professional associates, the funeral director should always:

• compete with other funeral directors
• discourage communication with allied professionals
• promote social responsibility and service to the community
• limit professional growth and interaction

Answer 30

promote social responsibility and service to the community