Category 1
Which one of the following statements about EPIC is NOT true?
(A) EPIC is a tool used by coaches to empower representatives in developing customer advocacy and interaction skills. (B) EPIC records 100% of inbound calls. (C) EPIC records 30% of screens. (D) The Desktop Monitoring Application only benefits the front-office representatives, and does not apply to the back-office representatives.
(D) Desktop monitoring applies to both front-office and back-office groups.
Credit card number, social security number, password, PayPal user id, employee id, etc. are examples of what?
Sensitive information that a TSR must never type into Notepad
True or False: When escalating a case, TSRs must set the case Status as Closed.
FALSE - HDFS does not escalate a case in Closed Status.
What are the three printer types in WorldShip?
Printer types are Report, Invoice, and Label
True or False: When a TSR suspects the customer is having a firewall issue, he or she should recommend disabling the firewall.
FALSE - When a TSR suspects a customer is having a firewall issue, he or she should never advise a customer to disable the firewall. Direct the customer to his or her IT department for assistance.
Which mood do the words afraid, anxious, concerned, nervous, and tense describe?
Worried
What are the steps a TSR performs when the IKB question pops up?
(A) put the customer on-hold (B) research the answer in IRIS or another system before submitting the answer (C) ignore the IKB question, it will disappear by the end of the day (D) view the feedback for the correct or incorrect answer (E) close the pop-up window
Perform the following steps when the IKB question pops up: (B) research the answer in IRIS or another system before submitting the answer (D) view the feedback for the correct or incorrect answer (E) close the pop-up window
What severity code must the TSR select for this inquiry: "I was waiting for my ARS label to send in my printer, I have still not received it. When will it arrive?"
Severity 8 - Refer to the IRIS resource HDFS Severity Codes (Article ID: 5157) for more information.
True or False: A customer clicks the Shipper Editor button in the Preferences section to add a shipper.
TRUE - A customer clicks the Shipper Editor button in the Preferences section to add a shipper.
What are the four types of direct access internet connections?
The four types of direct access connections are the following: • LAN • WAN • DSL • Cable modems
Which of the following statements about creating a great customer experience is NOT true?
(A) Customers desire an experience that is easy, enjoyable, and meets needs. (B) Pay attention to cues about the customer’s personality to have a natural conversation with the customer. (C) When TSRs misinterpret the reason for the customer's call, the customer becomes frustrated due to wasted time or loses trust in the ability of TSR to resolve requests. (D) When customers laugh or make jokes throughout the call representatives can mimic the same informal, light-hearted tone as the customer. (E) Always say "yes" to whatever the customer says, because customer is king and the customer is always right.
(E) Always say "yes" to whatever the customer says, because customer is king and the customer is always right.
A customer is shipping office equipment. Each package weighs close to 200 lbs./90kgs. Which business unit will handle the shipping of these packages?
UPS Freight
What severity code must the TSR select for this situation: The customer moved all data from one machine to another but now WorldShip is not starting on the new machine and does not have access to the old machine. He can still use ups.com though.
Severity 5 - Refer to the IRIS resource HDFS Severity Codes (Article ID: 5157) for more information.
True or False: Customers go to the Preferences section and click the Setup XML Import File button to verify the structure of an XML Import file.
FALSE - Customers go to the Import/Export Tools section and click the Verify XML Import File button to verify the structure of an XML Import file.
True or False: The computer with the LAN Administrator installation serves as the host to the other computers with Remote installations within a shared network.
TRUE - The computer with the LAN Administrator installation serves as the host to the other computers with Remote installations within a shared network.
What qualities have helped make UPS a great delivery company? (select all that apply)
(A) excellent customer experiences (B) deep seasonal discounts (C) global brand awareness (D) reliable and fast service (E) stellar company reputation
The following qualities have helped make UPS a great delivery company: (A) excellent customer experiences (C) global brand awareness (D) reliable and fast service (E) stellar company reputation
What is the maximum shipping weight handled by the Small Package business unit?
150 lbs./68 kgs
What severity code must the TSR select for this inquiry: "I can't find the ups.com link to download WorldShip software. Can you help me locate it?"
Severity 8- Refer to the IRIS resource HDFS Severity Codes (Article ID: 5157) for more information.
What are the requirements for a WorldShip installation?
(A) minimum operating system (B) minimum shipping volume (C) minimum memory (D) minimum hard drive free space (E) minimum processor speed
A WorldShip installation must meet the following requirements: (A) minimum operating system (C) minimum memory (D) minimum hard drive free space (E) minimum processor speed
How many alphanumeric digits are in a shipper number?
A Shipper Number (also known as Account Number) has 6 alpha numeric digits in it.
Select the 4 advantages of TSRs using positive language to communicate with customers.
(A) instill customer confidence in the TSR (B) show commitment to assist customers (C) demonstrate control of the situation (D) create a professional call experience (E) get a 100% favorable customer rating on every call
By using positive words, TSRS do the following: •(A) instill customer confidence in the TSR (B) show commitment to assist customers (C) demonstrate control of the situation (D) create a professional call experience
Which type of customer ships more frequently?
Account customers
After clicking Attempt what does the TSR need to do for HDFS to make sure HDFS tracks the solution?
Save the case - After clicking Attempt the TSR needs to save the case to make sure HDFS tracks the solution.
Which of the following statements about customer experience is true?
(A) TSRs do not directly impact the customer experience. (B) Customer experience is not important to UPS. (C) Paraphrasing confuses the customer and leads to inaccurate results. (D) Customer experience is not only what actually happens, but also customer perception.
(D) Customer experience is not only what actually happens, but also customer perception.
What are the process steps to validate a customer?
(A) check CRIS for the account owner (B) explain that for security purposes, he or she must make an outbound call to the telephone number listed on the UPS account to validate the caller’s information (C) make the call using the telephone number in CRIS; state your first name and that you are calling from UPS tech support (D) state the reason for your call and ask to speak to the original caller (E) provide a case number and for validation purposes ask the original caller to call-back with the case number
A TSR must use the following process to validate a customer: (A) check CRIS for the account owner (B) explain that for security purposes, he or she must make an outbound call to the telephone number listed on the UPS account to validate the caller’s information (C) make the call using the telephone number in CRIS; state your first name and that you are calling from UPS tech support (D) state the reason for your call and ask to speak to the original caller