Skills Verification - February 2020 - Managers & Supervisors

10 Questions | By Najd | Updated: Apr 17, 2023 | Attempts: 30

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Skills Verification - February 2020 - Managers & Supervisors - Quiz

Questions and Answers

1.

According to strategy 2020, the trends that are most relevant to our industry are : (Choose one or more)
- A.
  
  Sustainability
- B.
  
  International Economy
- C.
  
  Digitalization
- D.
  
  E-commerce
- E.
  
  Social Mobility
- F.
  
  Globalization
2.

[Blank] : is the feedback framework we use with our employees.
3.

How often do you need to do coaching sessions with your team?
- A.
  
  Bi-weekly
- B.
  
  Monthly
- C.
  
  Quarterly
4.

Our Values at DHL are:
- A.
  
  Respect and deliver
- B.
  
  Excellence, simply delivered.
- C.
  
  Respect and results
- D.
  
  Employer of Choice/ Provider of Choice/ Investment of Choice
5.

We refer to the 5 stages of receiving a feedback by DERAC. What does DEARC stands for?
- A.
  
  Denial - Emotion - Realization - Acceptance - Change
- B.
  
  Denial - Emotion - Rationalization - Acceptance - Change
- C.
  
  Denial - Emotion - Rationalization - Agreement - Change
- D.
  
  Option 4
6.

Forecast variance should be between?
- A.
  
  Within 10%
- B.
  
  Within 12%
- C.
  
  Within 15%
7.

Examples of the elements of Customer Access Strategy are: (choose one or more)
- A.
  
  Access channels
- B.
  
  Hours of operation
- C.
  
  Major call types
- D.
  
  Customer segregation
8.

The coaching styles that we use in DHL includes: Enabling Coaching
- A.
  
  True
- B.
  
  False
9.

Our CS target for "Trace resolution in 3 days" is:
- A.
  
  70%
- B.
  
  75%
- C.
  
  80%
10.

The KPI that shows us the percentage of people that exit CS position is called: [Blank]