Skills Verification - August 2020 - Advisors
10 Questions
| Total Attempts: 148
(209).jpg "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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