Skill Verification - 4

15 Questions | Total Attempts: 101

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Skill Verification - 4

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Questions and Answers
  • 1. 
    What is a DHL Network Shipment Checkpoint?
    • A. 

      A two letter code used to show the status of a shipment

    • B. 

      A border Control

    • C. 

      Customs

  • 2. 
    What are the 3 types of Network checkpoints?
    • A. 

      Network Progress, Network Process, Network Checkpoint

    • B. 

      Network Process, Network Completion, Network Remarks

    • C. 

      Network Progress, Network, Service Incident, Network Completion

  • 3. 
    What makes a shipment truly ‘visible’?
    • A. 

      Checkpoint scans

    • B. 

      Accurate, on-time checkpoint scans and remarks

    • C. 

      Barcodes

  • 4. 
    When a shipment is successfully delivered, what checkpoint is captured?
    • A. 

      RD – Refused Delivery

    • B. 

      DD – Delivered Damaged

    • C. 

      OK – Delivered

  • 5. 
    What is the main reason for capturing the receiver’s full name following a successful delivery?
    • A. 

      To inform the shipper and receiving company exactly who has signed for the shipment

    • B. 

      A full name is not required – everyone will know their first name

    • C. 

      So Customer Service can take less telephone calls

  • 6. 
    Why is it important to capture checkpoints without delay?
    • A. 

      So we can provide real time information to our Customers

    • B. 

      Because the scanner can only take on‑time information

    • C. 

      To ensure invoices are processed quickly

  • 7. 
    How can Customer Service use checkpoints to advise Customers of impending shipment delivery?
    • A. 

      To direct them to dhl.com to check their shipment

    • B. 

      To ask the Customer to call back later

    • C. 

      To review the checkpoint history for the shipment progress so far

  • 8. 
    How does a checkpoint remark help our Customers?
    • A. 

      It supports the shipment status story with more detailed information

    • B. 

      It advises them when to expect their invoice

    • C. 

      It does not make any difference

  • 9. 
    What does the capture of accurate, on‑time checkpoints and remarks do for service quality?
    • A. 

      Creates a catalog of information

    • B. 

      Creates an accurate perspective of our performance that can be effectively measured

    • C. 

      Helps to generate a report

  • 10. 
    When Motivated People capture on‑time, accurate checkpoints, which other FOCUS goals can benefit?
    • A. 

      Great Service Quality, Customer Checkpoints and Profitable Network

    • B. 

      Great Service Quality, Customer Loyalty and Global Network

    • C. 

      Great Service Quality, Customer Loyalty and Profitable Network

  • 11. 
    In our Customer Service Tip of the month in April on Special Accounts Alerts in CSV, what will happen if we do not follow the instruction?
    • A. 

      Frustrated customer

    • B. 

      Rejected Booking

    • C. 

      Lost Revenue

    • D. 

      All of the above

  • 12. 
    In our Customer Service Tip of the month in April on Special Accounts Alerts in GEMA, what will happen if we do not follow the instruction?
    • A. 

      Frustrated customer

    • B. 

      Delayed shipment

    • C. 

      Large Claim for ruined contents

    • D. 

      All of the above

  • 13. 
    In our Customer Service Tip of the month in April on Special Accounts Alerts in NPTS, what will happen if we do not follow the instruction?
    • A. 

      Frustrated customer

    • B. 

      Shipment destroyed

    • C. 

      Large Claim against DHL and Negative Impact on DHL Brand

    • D. 

      All of the above

  • 14. 
    In our Customer Service Tip of the month this month on Advance Shipment, what is the other term for Advance Shipment?
    • A. 

      EReturn

    • B. 

      RTS

    • C. 

      IMPEX Shipment

  • 15. 
    Can customer using WSI, Easyship and XML-PI arrange "Advance Shipment" online? True or False?
    • A. 

      True

    • B. 

      False

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