What should a funeral home do if a consumer challenges a price on the GPL?

• A. Ignore the challenge and proceed with the original price.
• B. Review the CPL/OBP and explain how the price was determined, offering alternatives if needed.
• C. Cancel the service agreement.
• D. Increase the price to reflect the challenge.

Answer: (B)

When a consumer challenges a price on the General Price List, the key practice is to be transparent and to justify the price by showing how it was determined. This means reviewing the relevant price lists (the CPL for caskets or the OBP for outer burial items) and clearly explaining which items are included, what each item costs, and how any fees or surcharges are calculated. If the pricing can be adjusted to meet the consumer’s needs, offer suitable alternatives or different product options and explain how those changes impact the total. This approach supports informed decision-making, helps the consumer understand the value of what’s being offered, and keeps the process compliant with the FTC Funeral Rule. Ignoring the concern, altering prices without explanation, or failing to provide itemized details would not align with best practices.