Delivery Standards And Procedures Quiz!
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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.
- 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.
Correct Answer
A. Put yourself in the customer's shoes and look at your behavior from their perspective. Imagine the merchandise you are delivering is yours.Explanation
The best way to meet and achieve customer expectations is to put yourself in the customer's shoes and look at your behavior from their perspective. By imagining that the merchandise you are delivering is yours, you can better understand the customer's needs and preferences. This empathy allows you to provide a higher level of service and tailor your approach to meet their expectations effectively.Rate this question:
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- 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.
Correct Answer
E. All of the above.Explanation
All of the items listed in the previous options are necessary to have on a truck at all times. These items include appliance hand truck, floor guard, neo-shield, shoulder straps, pads, nylon tie downs, blue towels, booties, nut driver set, copper tubing cutter, screwdrivers, adjustable piers, channel locks, needle nose pliers, crescent wrench, maps or GPS device, cell phone, electric drill, drill bits, hammer, rubber mallet, metal shears, clamps, putty knife or chisel, measuring tape, and torpedo level. Having all of these items ensures that the truck is well-equipped for various tasks and emergencies that may arise during transportation or repairs.Rate this question:
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- 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.
Correct Answer
A. Conn’s management is notified immediately.Explanation
When a delivery is rescheduled, it is necessary to notify Conn's management immediately. This is important because they need to be aware of any changes in the delivery schedule in order to make necessary arrangements and inform the relevant parties. This ensures that the delivery process runs smoothly and any potential issues can be addressed promptly. The other options mentioned, such as writing comments on the delivery ticket and marking the delivery trip sheet, may be part of the standard procedure but they do not specifically address the requirement of notifying Conn's management.Rate this question:
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- 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
Correct Answer
D. All of the above.Explanation
During the a.m. pre-call, delivery teams should verify with each customer the delivery address, primary and secondary contact numbers, and the model and color of all products being delivered. This ensures that the correct items are delivered to the correct location and that the customer can be contacted if there are any issues or delays. Verifying all of this information helps to prevent any potential mistakes or misunderstandings during the delivery process.Rate this question:
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- 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.
Correct Answer
A. One side (the lighter colored side) is specifically made to put against the product.Explanation
The reason furniture pads have two different colors is that one side, the lighter colored side, is specifically made to be placed against the product. This helps to protect the furniture from scratches or damage during transportation or storage. By designating one side for direct contact with the product, it ensures that the furniture remains in good condition.Rate this question:
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- 6.
A spotter / ground guide must be used anytime the truck is in reverse.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
A spotter or ground guide should always be used when a truck is in reverse because it helps the driver to have a clear view of any obstacles or hazards that may be behind the truck. This is especially important in situations where the driver's visibility is limited, such as in large vehicles or tight spaces. The spotter can provide guidance and ensure that the truck is being maneuvered safely, reducing the risk of accidents or damage.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
Upon arrival at Conn's warehouse, Delivery Teams should request and secure their delivery routes and delivery tickets for that day. This is important because it ensures that the Delivery Teams have the necessary information and documentation for their deliveries. By reviewing the delivery tickets, the teams can verify that they match the manifest, which helps to ensure accuracy in the deliveries. Additionally, reviewing the tickets allows the teams to identify any special requests or issues that may affect the routing of the deliveries, allowing them to plan accordingly. Therefore, it is true that Delivery Teams should request and review their delivery tickets upon arrival at the warehouse.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
The explanation for the given correct answer is that the pre-inspection process is designed to ensure that the merchandise being delivered to the customer is free from any damage. This process involves opening the boxes and visually inspecting the merchandise. Since the goal is to have damage-free merchandise, it is necessary for the pre-inspection process to take place daily. Therefore, the statement "The pre-inspection process is required to take place daily" is true.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
The given statement is true. A CSR, which stands for Customer Service Representative, will make an effort to reach out to any customer that the delivery team is unable to contact during the morning pre-call. This shows that the company values customer satisfaction and wants to ensure that all customers are reached and their needs are addressed.Rate this question:
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- 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.
Correct Answer
C. Any time the vehicle is left unattended for any length of time.Explanation
Delivery vehicles are required to be locked any time they are left unattended for any length of time. This is important for the security of the vehicle and its contents. Even if the driver is not present but the helper is, the vehicle should still be locked. Similarly, if the delivery team will be away from the truck for more than 15 minutes, the vehicle should be locked. Additionally, when the vehicle is backed up to the loading dock, it is necessary to lock it to prevent unauthorized access.Rate this question:
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- 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.
Correct Answer
C. The old unit must be recovered before the new unit is taken into the customer’s home. -
- 12.
The minimum acceptable customer satisfaction rating for a delivery team is:
- A.
85%
- B.
88%
- C.
90%
- D.
94%
Correct Answer
B. 88%Explanation
The minimum acceptable customer satisfaction rating for a delivery team is 88%. This means that the team should strive to ensure that at least 88% of customers are satisfied with their delivery experience. This rating indicates a high level of customer satisfaction and shows that the team is meeting the expectations and needs of the majority of customers. A rating below 88% would suggest that improvements need to be made to enhance the overall customer experience.Rate this question:
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- 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.
Correct Answer
B. Must always be protected from damage since it will most likely be sent back to the manufacturer.Explanation
The exchanged product picked up from a customer's home by a delivery team must always be protected from damage since it will most likely be sent back to the manufacturer. This is important because any damage to the product during transportation can result in additional costs for the manufacturer or may even render the product unsellable. By ensuring that the product is protected, the delivery team can minimize the risk of damage and ensure that it can be returned to the manufacturer in a suitable condition.Rate this question:
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- 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.
Correct Answer
C. The Delivery Manager will be contacted immediately.Explanation
The correct answer is "The Delivery Manager will be contacted immediately." This is the most appropriate action to take when a customer notices that their merchandise is damaged. Contacting the Delivery Manager allows for proper handling of the situation and ensures that the customer's concerns are addressed promptly. The other options mentioned, such as offering a discount or leaving the damaged product, may be considered as temporary solutions but contacting the Delivery Manager is necessary for a long-term resolution.Rate this question:
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- 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.
Correct Answer
D. None of the above.Explanation
An anti-tip bracket is required to be installed on a range regardless of whether the range is electric or not. It is a safety measure to prevent the range from tipping over, which can cause accidents and injuries. The presence or absence of children in the customer's home is also irrelevant to the need for an anti-tip bracket. Whirlpool ranges having a low center of gravity does not exempt them from requiring an anti-tip bracket. Therefore, the correct answer is "None of the above."Rate this question:
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Aug 30, 2012Quiz Created by
BrittanyHauck
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