Delivery Standards And Procedures Quiz!

15 Questions | Total Attempts: 664

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Delivery Standards And Procedures Quiz! - Quiz

Do you know what delivery standards and procedures mean? It means that there is a definite operational strategy utilized when dealing with a customer or package. This quiz explains how someone who drives a delivery truck should conduct themselves inside the truck and out. The delivery truck driver aims for customer satisfaction, just like any other form of customer service. This quiz will help you better understand delivery standards and procedures.


Questions and Answers
  • 1. 
    What is the best way to meet and achieve customer expectations?
    • A. 

      Put yourself in the customer's shoes and look at your behavior from their perspective. Imagine the merchandise you are delivering is yours.

    • B. 

      Be fast. Get in and out as quickly as you possibly can so the customer can get back to work.

    • C. 

      Don't talk to the customer, they have other things to do and don't want to spend time talking with delivery teams.

  • 2. 
    Which of the following items must you have on your truck at all times?
    • A. 

      Appliance hand truck, floor guard, neo-shield, and shoulder straps, 3 dozen pads, 3 dozen nylon tie downs (1” wide), blue towels, and booties

    • B. 

      A nut driver set (1/4,5/16,3/8,7/16,1/2), copper tubing cutter, flat head screwdrivers, Phillips head screwdrivers (fine and standard), adjustable piers, channel locks, needle nose pliers, and a crescent wrench.

    • C. 

      Maps or GPS device, cell phone, electric drill (2-3 battery packs), and drill bits.

    • D. 

      Hammer, rubber mallet, metal shears, clamps putty knife or chisel, measuring tape, and torpedo level.

    • E. 

      All of the above.

  • 3. 
    What is required at any time delivery is rescheduled?
    • A. 

      Conn’s management is notified immediately.

    • B. 

      At check-in, the driver is required to write comments on the delivery ticket.

    • C. 

      Write ‘R/S’ on the delivery trip sheet before you leave to being your route.

  • 4. 
    During the a.m. pre-call, delivery teams should verify with each customer the following information:
    • A. 

      The delivery Address.

    • B. 

      The primary and secondary contact numbers.

    • C. 

      The model and color of ALL products being delivered.

    • D. 

      All of the above.

    • E. 

      A and C

  • 5. 
    Furniture pads have 2 different colors because:
    • A. 

      One side (the lighter colored side) is specifically made to put against the product.

    • B. 

      The manufacturer wanted to eliminate confusion.

    • C. 

      It makes it easier to fold them.

    • D. 

      It's pretty.

  • 6. 
    A spotter / ground guide must be used anytime the truck is in reverse.
    • A. 

      True

    • B. 

      False

  • 7. 
    Upon arrival at Conn's warehouse, Delivery Teams should request and secure their delivery routes and delivery tickets for that day. Delivery Teams should immediately review the delivery tickets to assure they match the manifest and to identify any special requests or issues that may have an impact on the final routing of the deliveries.
    • A. 

      True

    • B. 

      False

  • 8. 
    The pre-inspection process is designed to give the Delivery Teams every opportunity to have damage free merchandise to deliver to the customer(s). The pre-inspection process involves the cutting open of boxes so that a visual inspection of the merchandise may take place. The pre-inspection process is required to take place daily.
    • A. 

      True

    • B. 

      False

  • 9. 
    A CSR will attempt to contact any customer the delivery team is unable to contact during the a.m. pre-call.
    • A. 

      True

    • B. 

      False

  • 10. 
    When are delivery vehicles required to be locked?
    • A. 

      When the driver is not present, even when the helper is present.

    • B. 

      If the delivery team will be away from the truck for more than 15 minutes.

    • C. 

      Any time the vehicle is left unattended for any length of time.

    • D. 

      When the vehicle is backed up to the loading dock.

  • 11. 
    When making a delivery where a customer’s unit is being exchanged:
    • A. 

      Product accessories such as manuals and remote controls are not required to be recovered from the customer.

    • B. 

      The old unit does not have to be brought back to the warehouse if the exchanged item is a mattress

    • C. 

      The old unit must be recovered before the new unit is taken into the customer’s home.

    • D. 

      None of the above.

  • 12. 
    The minimum acceptable customer satisfaction rating for a delivery team is:
    • A. 

      85%

    • B. 

      88%

    • C. 

      90%

    • D. 

      94%

  • 13. 
    Exchanged product picked up from a customer’ home by a delivery team:
    • A. 

      Does not have to be protected from damage since it will most likely be sent back to the manufacturer.

    • B. 

      Must always be protected from damage since it will most likely be sent back to the manufacturer.

    • C. 

      Will be moved to the haul off area during check-in.

  • 14. 
    If a customer notices that their merchandise is damaged:
    • A. 

      Drivers should offer the customer a 10% discount if the customer will accept the damaged unit. Helpers are not authorized to offer a discount.

    • B. 

      Delivery teams should leave the damaged product in the customer’s home so that the customer does not have to go without. An exchange will be arranged for the following

    • C. 

      The Delivery Manager will be contacted immediately.

    • D. 

      All of the above.

  • 15. 
    An anti-tip bracket is not required to be installed on a range if:
    • A. 

      The range is electric.

    • B. 

      If there are no children living in the customer’s home.

    • C. 

      For Whirlpool ranges, since their center of gravity is so low the range will not tip over.

    • D. 

      None of the above.

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