National Board Of Examination (NBE) Arts Practice Exam

What is a proper technique for answering the funeral home phone?

1. Include a greeting such as "good morning"

2. Give the caller the name of the person answering the phone

3. Have the call sent to voicemail if it cannot be answered within three rings

4. Speak louder and at a slightly faster pace than normal

The correct answer is: Give the caller the name of the person answering the phone

Providing the name of the person answering the phone is a vital technique in a professional setting, particularly in a funeral home. This practice not only personalizes the interaction but also establishes an immediate connection with the caller, which can be especially important in sensitive situations often encountered in funeral services. When callers know who they are speaking to, it creates an atmosphere of trust and can help ease their concerns during what may be a distressing time. Using a greeting or having calls sent to voicemail may seem polite; however, they do not directly establish a personal connection like stating the name does. Speaking louder and faster might be perceived as rushed or insensitive during a delicate conversation, which could further add to the caller’s distress.