Skill Verification - 4

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| By Zziadeh
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Zziadeh
Community Contributor
Quizzes Created: 4 | Total Attempts: 5,976
Questions: 15 | Attempts: 106

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Skill Verification - 4 - Quiz

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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

    Correct Answer
    A. A two letter code used to show the status of a shipment
    Explanation
    A DHL Network Shipment Checkpoint is a two-letter code that is utilized to indicate the status of a shipment. This code serves as a quick and efficient way to communicate the progress or location of a package within the DHL network. It allows both the sender and recipient to easily track and monitor the movement of their shipment throughout the delivery process.

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  • 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

    Correct Answer
    C. Network Progress, Network, Service Incident, Network Completion
    Explanation
    The correct answer is "Network Progress, Network, Service Incident, Network Completion". This answer includes the three types of network checkpoints: Network Progress, which refers to the ongoing monitoring and tracking of network activities; Service Incident, which relates to any unexpected issues or incidents that occur within the network; and Network Completion, which signifies the successful completion of network tasks or projects.

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  • 3. 

    What makes a shipment truly ‘visible’?

    • A.

      Checkpoint scans

    • B.

      Accurate, on-time checkpoint scans and remarks

    • C.

      Barcodes

    Correct Answer
    B. Accurate, on-time checkpoint scans and remarks
    Explanation
    A shipment is considered truly 'visible' when it has accurate and on-time checkpoint scans and remarks. This means that the shipment is being consistently tracked and monitored at various checkpoints throughout its journey. These scans and remarks provide real-time information about the location and status of the shipment, allowing for better visibility and transparency in the supply chain process. Barcodes alone may not provide sufficient visibility unless they are accompanied by accurate and timely checkpoint scans and remarks.

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  • 4. 

    When a shipment is successfully delivered, what checkpoint is captured?

    • A.

      RD – Refused Delivery

    • B.

      DD – Delivered Damaged

    • C.

      OK – Delivered

    Correct Answer
    C. OK – Delivered
    Explanation
    When a shipment is successfully delivered, the checkpoint that is captured is "OK - Delivered". This indicates that the shipment was delivered without any issues or damages.

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  • 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

    Correct Answer
    A. To inform the shipper and receiving company exactly who has signed for the shipment
    Explanation
    The main reason for capturing the receiver's full name following a successful delivery is to inform the shipper and receiving company exactly who has signed for the shipment. This helps in maintaining a record of the person responsible for receiving the package and provides accountability in case of any issues or disputes.

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  • 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

    Correct Answer
    A. So we can provide real time information to our Customers
    Explanation
    Capturing checkpoints without delay is important so that real-time information can be provided to customers. This allows customers to have access to up-to-date and accurate information, enabling them to make informed decisions and take necessary actions promptly. Delayed capture of checkpoints may result in outdated or incorrect information being provided to customers, which can lead to confusion, inefficiency, and potential negative impacts on customer satisfaction and business operations.

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  • 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

    Correct Answer
    C. To review the checkpoint history for the shipment progress so far
    Explanation
    Customer Service can use checkpoints to advise Customers of impending shipment delivery by reviewing the checkpoint history for the shipment progress so far. This allows them to provide accurate and up-to-date information to the customers regarding the status and location of their shipment. By reviewing the checkpoint history, Customer Service can inform customers about the progress of their delivery and any potential delays or issues that may arise. This helps in managing customer expectations and providing a better customer experience.

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  • 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

    Correct Answer
    A. It supports the shipment status story with more detailed information
    Explanation
    A checkpoint remark helps customers by providing them with more detailed information about the status of their shipment. This additional information helps customers track their shipment more accurately and understand its progress. It allows customers to have a clearer picture of when they can expect their package to arrive.

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  • 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

    Correct Answer
    B. Creates an accurate perspective of our performance that can be effectively measured
    Explanation
    Capturing accurate, on-time checkpoints and remarks helps in creating an accurate perspective of the service provider's performance that can be effectively measured. By recording these checkpoints and remarks, a catalog of information is created, which enables a thorough evaluation of the service quality. This data can be used to generate reports that provide insights into the service provider's performance and identify areas for improvement.

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  • 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

    Correct Answer
    C. Great Service Quality, Customer Loyalty and Profitable Network
    Explanation
    When motivated people capture on-time, accurate checkpoints, it can benefit the goals of great service quality, customer loyalty, and a profitable network. Motivated individuals are more likely to provide excellent service, ensuring that customers are satisfied and loyal to the company. Additionally, accurate checkpoints help identify areas for improvement, leading to better service quality and increased customer loyalty. Finally, capturing checkpoints in a timely manner allows for efficient operations, which can contribute to a profitable network.

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  • 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

    Correct Answer
    D. All of the above
    Explanation
    If we do not follow the instruction on Special Accounts Alerts in CSV, it can lead to a frustrated customer, rejected booking, and lost revenue. This means that not following the instruction can result in negative consequences such as customer dissatisfaction, missed opportunities for bookings, and financial loss.

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  • 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

    Correct Answer
    D. All of the above
    Explanation
    If we do not follow the instruction on Special Accounts Alerts in GEMA, all of the above consequences will occur. This means that we will have a frustrated customer, a delayed shipment, and a large claim for ruined contents. It is important to follow the instruction to avoid these negative outcomes.

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  • 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

    Correct Answer
    D. All of the above
    Explanation
    If we do not follow the instruction of setting up Special Accounts Alerts in NPTS, it will lead to a frustrated customer, shipment being destroyed, and a large claim against DHL. This will also have a negative impact on the DHL brand.

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  • 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

    Correct Answer
    A. EReturn
    Explanation
    The other term for Advance Shipment is eReturn.

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  • 15. 

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

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Customers using WSI, Easyship, and XML-PI can arrange "Advance Shipment" online.

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  • Current Version
  • Mar 21, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 18, 2016
    Quiz Created by
    Zziadeh
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