Skills Verification - August 2020 - Advisors

10 Questions | Total Attempts: 148

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Skills Verification - August 2020 - Advisors

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Questions and Answers
  • 1. 
    When a customer wants to track a shipment but doesn't have the waybill number:
    • A. 

      We can't offer to help because we MUST have the waybill number

    • B. 

      We search by phone number instead

    • C. 

      We search by Shipper/receiver name

    • D. 

      We search by origin/destination

  • 2. 
    You can manage stress in work environment by:
    • A. 

      Working more and  get things done

    • B. 

      Take a nice walk and drink water/tea

    • C. 

      Have a nice lunch break

    • D. 

      Work during breaks

  • 3. 
    We should always demonstrate speed, can do, right 1st time, and passion when solving customers' problems.
    • A. 

      True

    • B. 

      False

  • 4. 
    When a customer gets angry we should:
    • A. 

      Pass them to supervisor

    • B. 

      Use listen, control, solve to manage he situation

    • C. 

      Refuse to help them and hang up

  • 5. 
    When I feel frustrated, I mute the call until the customer hangs up the phone.
    • A. 

      True

    • B. 

      False

  • 6. 
    A package from Saudi Arabia to Syria will arrive within the next business day.
    • A. 

      True

    • B. 

      False

  • 7. 
    It's prohibited to send plants to:
    • A. 

      Chile

    • B. 

      Dominican republic

    • C. 

      Vietnam

    • D. 

      Australia

  • 8. 
    It's allowed to send dates to the USA as long as it's less than 5kgs.
    • A. 

      True

    • B. 

      False

  • 9. 
    It's okay to add (added value services) to an account booking without a customer's permission.
    • A. 

      True

    • B. 

      False

  • 10. 
    Records of all shipments stay in GEMA for:
    • A. 

      60 days

    • B. 

      90 days

    • C. 

      120 days

    • D. 

      It never disappears

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