Skills Verification - August 2020 - Advisors

10 Questions | By Najd | Last updated: Mar 22, 2022 | Total Attempts: 197

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Skills Verification - August 2020 - Advisors - Quiz

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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