Skills Verification - February 2020 - Managers & Supervisors

10 Questions

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February Quizzes & Trivia

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Questions and Answers
  • 1. 
    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

  • 2. 
    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

  • 3. 
    [Blank] : is the feedback framework we use with our employees.
  • 4. 
    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

  • 5. 
    How often do you need to do coaching sessions with your team?
    • A. 

      Bi-weekly

    • B. 

      Monthly

    • C. 

      Quarterly

  • 6. 
    The coaching styles that we use in DHL includes: Enabling Coaching
    • A. 

      True

    • B. 

      False

  • 7. 
    Forecast variance should be between?
    • A. 

      Within 10%

    • B. 

      Within 12%

    • C. 

      Within 15%

  • 8. 
    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

  • 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]