Skills Verfication September 2016
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This skills verification exercise focuses on CSV
- 1.
Where can I find information on theimportation of goods?
- A.
SII
- B.
GEMA
- C.
ISD
- D.
CMF
Correct Answer
C. ISDExplanation
ISD stands for Import and Sales Duty, which suggests that it is a source of information related to the importation of goods. It is likely a government agency or department that provides guidelines, regulations, and procedures for importing goods into a specific country or region. This information can be accessed through their website, publications, or by contacting their office directly.Rate this question:
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- 2.
When a pick-up is confirmed whereis this information sent?
- A.
Key Accounts
- B.
Backline
- C.
Call Center
- D.
Dispatch
Correct Answer
D. DispatchExplanation
When a pick-up is confirmed, the information is sent to the Dispatch department. Dispatch is responsible for coordinating and organizing the logistics of pick-ups and deliveries. They ensure that the necessary resources and personnel are allocated to complete the pick-up successfully. By sending the information to the Dispatch department, they can efficiently manage and track the pick-up process, ensuring timely and accurate execution.Rate this question:
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- 3.
During booking, we don’t always inform our Customers of…
- A.
Remote Area Surcharge
- B.
On Forwarding
- C.
The expected delivery date
Correct Answer
B. On ForwardingExplanation
During booking, it is not always necessary to inform customers about "On Forwarding." This term refers to the process of transferring goods or shipments from one carrier to another in order to reach the final destination. It is a logistical aspect that may not be relevant or important for customers to know at the time of booking.Rate this question:
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- 4.
OWS is…
- A.
Overweight Surcharge
- B.
Owner Will Ship
- C.
Online Web Solutions
Correct Answer
A. Overweight SurchargeExplanation
The correct answer is "Overweight Surcharge." In the context of shipping or transportation, an overweight surcharge refers to an additional fee or charge imposed when the weight of a shipment exceeds the standard or allowable weight limit. This surcharge is typically applied to cover the extra costs associated with handling, fuel consumption, and potential damage caused by transporting overweight items.Rate this question:
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- 5.
Account bookings can be made by…
- A.
The named contact only
- B.
Anyone who we have spoken to before
- C.
Anyone who is authorised to use the account
Correct Answer
C. Anyone who is authorised to use the accountExplanation
The correct answer is "Anyone who is authorised to use the account." This means that anyone who has been given permission or has the authority to use the account can make bookings. It is not limited to just the named contact or someone who has previously spoken to the company.Rate this question:
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- 6.
Customers can make changes on these bookings up to when?
- A.
1 hour before pick-up
- B.
The courier scan on pick-up
- C.
Anytime
Correct Answer
B. The courier scan on pick-upExplanation
Customers can make changes on these bookings up to the courier scan on pick-up. This means that they have the flexibility to modify their bookings until the moment the courier scans the package during pick-up. After the scan, any changes or modifications may not be possible, so it is important for customers to make any necessary adjustments before this point.Rate this question:
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- 7.
SII is...
- A.
Shipment Investment Insurance
- B.
Shippers Interest Insurance
- C.
Shippers Investment Insurance
Correct Answer
B. Shippers Interest InsuranceExplanation
The correct answer is "Shippers Interest Insurance". This type of insurance provides coverage for the financial interest of the shipper in the cargo being transported. It protects against loss or damage to the cargo during transit, ensuring that the shipper's investment is safeguarded.Rate this question:
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- 8.
What do we need to confirm before we make any changes to the booking or quote?
- A.
Customer details and pick-up details
- B.
Customer details, pick-up details and Customer history
- C.
Customer details, pick-up details and Shipment details
Correct Answer
C. Customer details, pick-up details and Shipment detailsExplanation
Before making any changes to the booking or quote, we need to confirm the customer details, pick-up details, and shipment details. This ensures that we have accurate information about the customer, their location, and the specifics of the shipment. By confirming these details, we can avoid any potential errors or misunderstandings that may arise from incorrect or incomplete information.Rate this question:
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- 9.
Which skill will enable you to deal with Customer queries in the most effective way?
- A.
Telling the Customer the facts
- B.
Listening to the Customer and their needs
- C.
Speed
Correct Answer
B. Listening to the Customer and their needsExplanation
Listening to the customer and their needs is the most effective skill for dealing with customer queries. By actively listening to the customer, one can understand their concerns and requirements better, allowing for a more personalized and satisfactory response. It helps in building rapport with the customer, showing empathy, and finding appropriate solutions to their problems. Additionally, listening also helps in gathering valuable feedback and insights that can be used to improve the overall customer experience.Rate this question:
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- 10.
What do we mean by Sales Lead Generation?
- A.
Identifying new/developing existing business opportunities
- B.
When we upsell a product to the Customer
- C.
Identifying Customers who also use our competitors
Correct Answer
A. Identifying new/developing existing business opportunitiesExplanation
Sales lead generation refers to the process of identifying and developing new business opportunities. It involves finding potential customers who may be interested in the products or services offered by a company. This can be done by conducting market research, analyzing customer data, and implementing marketing strategies to attract and engage potential leads. The goal of sales lead generation is to increase sales and revenue by expanding the customer base and converting leads into paying customers.Rate this question:
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- 11.
Which of the following would we identify as a call trigger?
- A.
Questions about DHL Express – what do you offer?
- B.
Customers who ship very little but want a better rate
- C.
Customers who are already a Global Account Customer
Correct Answer
A. Questions about DHL Express – what do you offer?Explanation
A call trigger refers to a specific event or circumstance that prompts a person to make a phone call. In this case, "Questions about DHL Express – what do you offer?" would be identified as a call trigger because it indicates that the person has inquiries or needs information about the services provided by DHL Express, which would likely prompt them to call and ask their questions.Rate this question:
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- 12.
Which tool from Telephone Skills Excellence would help with generating Sales Leads?
- A.
RAB – Rates, Advantages and Benefits
- B.
FAC – Features, Advantages and Customer Loyalty
- C.
FAB – Features, Advantages and Benefits
Correct Answer
C. FAB – Features, Advantages and BenefitsExplanation
The FAB tool, which stands for Features, Advantages, and Benefits, would help with generating sales leads. This tool allows sales professionals to effectively communicate the unique features of a product or service, highlight the advantages it offers over competitors, and explain the benefits it brings to potential customers. By using the FAB tool, salespeople can effectively showcase the value proposition of their offerings and persuade prospects to become leads.Rate this question:
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- 13.
Which of the following tasks "cannot" be completed using CSV?
- A.
Booking
- B.
Shipment status update
- C.
Quote
Correct Answer
B. Shipment status updateExplanation
CSV (Comma Separated Values) is a file format used to store tabular data, typically in a plain text format. It is commonly used for tasks such as data import/export and database management. Shipment status update is a task that requires real-time updates and tracking information, which CSV may not be suitable for. CSV files are static and do not have built-in capabilities for real-time data updates. Therefore, Shipment status update cannot be completed using CSV.Rate this question:
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- 14.
Which DHL Express behavior is critical when placing supply orders?
- A.
Speed
- B.
Right First Time
- C.
Passion
Correct Answer
B. Right First TimeExplanation
When placing supply orders, the critical DHL Express behavior is "Right First Time." This means that it is important to get the order correct and accurate from the beginning, without any mistakes or errors. This behavior ensures that the supply orders are processed efficiently and effectively, minimizing any delays or disruptions in the supply chain. By getting it right the first time, DHL Express can provide a seamless and reliable service to its customers, meeting their expectations and maintaining their trust.Rate this question:
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- 15.
If the Customer has a query regarding a Shipment that has left the country, which system is used to deal with this?
- A.
GEMA
- B.
CSV
- C.
CoIn
Correct Answer
A. GEMAExplanation
GEMA is the system used to deal with customer queries regarding a shipment that has left the country.Rate this question:
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- 16.
Account Numbers are made up of:
- A.
Letters
- B.
Numbers
- C.
Letters and Numbers
Correct Answer
B. NumbersExplanation
Account Numbers are made up of numbers. This is because account numbers are typically used to uniquely identify a specific account and numbers are a common way to assign unique identifiers. Letters could be used in other types of identifiers, such as names or codes, but for account numbers, numbers are the most logical choice.Rate this question:
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- 17.
TDD is…
- A.
Time Delivery Deadline
- B.
Time Definite Delivery
- C.
Timed Destination Delivery
Correct Answer
B. Time Definite DeliveryExplanation
TDD stands for Time Definite Delivery. This term refers to a shipping or delivery method that guarantees the arrival of a package or shipment within a specific timeframe. Unlike other delivery options, Time Definite Delivery ensures that the package will be delivered at a precise time, allowing the recipient to plan accordingly and be available to receive it. This type of delivery service is commonly used for time-sensitive or urgent shipments where punctuality is crucial.Rate this question:
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- 18.
Who is a Requester?
- A.
The person who is requesting the pick-up or quote
- B.
The CSA requesting the pick-up or quote
- C.
The courier who will collect the Shipment
Correct Answer
A. The person who is requesting the pick-up or quoteExplanation
The correct answer is "The person who is requesting the pick-up or quote". This is because a requester refers to the individual who initiates or asks for a pick-up or quote. They are the ones in need of a service or information and reach out to the appropriate party to fulfill their request.Rate this question:
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- 19.
VAS is…
- A.
Value Added Service
- B.
Volumetric Adjustment Surcharge
- C.
Volleyball Association Center
Correct Answer
A. Value Added ServiceExplanation
VAS stands for Value Added Service. This term is commonly used in the telecommunications industry to describe additional services or features provided to customers beyond basic voice and data services. Value Added Services can include features such as call waiting, voicemail, caller ID, and text messaging. These services are designed to enhance the customer experience and provide additional value beyond the core services.Rate this question:
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- 20.
Which is the chargeable rate?
- A.
Dead weight
- B.
Volumetric weight
- C.
Whichever is heavier
Correct Answer
C. Whichever is heavierExplanation
The chargeable rate is determined by whichever weight is heavier between the dead weight and the volumetric weight. This means that if the dead weight of a package is higher than its volumetric weight, the chargeable rate will be based on the dead weight. On the other hand, if the volumetric weight is higher, then the chargeable rate will be based on the volumetric weight.Rate this question:
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- 21.
Shipments with multiple destinations are processed...
- A.
Using GEMA
- B.
Using the More icon in CSV
- C.
By special arrangement
Correct Answer
B. Using the More icon in CSVExplanation
Shipments with multiple destinations are processed using the More icon in CSV. This suggests that within a CSV file, there is a feature or option represented by the More icon that allows for the management and processing of shipments with multiple destinations. This feature may include functions such as selecting and assigning destinations, tracking progress, or generating reports for each destination within the CSV file.Rate this question:
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- 22.
What are Development Leads?
- A.
Existing account holder with requirement for Global Account
- B.
Encouraging our Customers to use more of our products and services
- C.
Giving our Customers feedback on their business needs
Correct Answer
A. Existing account holder with requirement for Global AccountExplanation
Development Leads are existing account holders who have a requirement for a Global Account. These leads are potential customers who already have an account with the company and are interested in expanding their business globally. They may have specific needs or goals related to their business expansion, and the role of a Development Lead is to identify and address these needs, encourage the customer to use more of the company's products and services, and provide feedback on their business requirements.Rate this question:
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- 23.
Price quotes are valid for…
- A.
30 days
- B.
End of the week in which they were quoted
- C.
End of the month in which they were quoted
Correct Answer
C. End of the month in which they were quotedExplanation
Price quotes are typically valid for a specific period of time, after which they may no longer be honored. In this case, the correct answer states that price quotes are valid until the end of the month in which they were quoted. This means that if a quote is provided in, for example, February, it will remain valid until the last day of February. After that, the quote may no longer be applicable, and a new quote would need to be obtained.Rate this question:
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- 24.
Why might a Customer require an access code or PIN for their account?
- A.
To make the process more complicated
- B.
Reduce unauthorized booking requests
- C.
Ease of billing
Correct Answer
B. Reduce unauthorized booking requestsExplanation
A customer might require an access code or PIN for their account to reduce unauthorized booking requests. By implementing an access code or PIN, the customer's account becomes more secure and less prone to unauthorized access. This can help prevent fraudulent activities such as unauthorized bookings or unauthorized access to personal information.Rate this question:
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Current Version
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Aug 23, 2024Quiz Edited by
ProProfs Editorial Team -
Oct 17, 2016Quiz Created by
Zziadeh
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