ASSESSMENT V

ID Caller

100

When you identify a caller by account number, you are expected to verify the customer's telephone number if a call back is part of the resolution. True or False

TRUE

200

If an ECM profile is not found, ALWAYS ask for an alternate phone number. TRUE OR FALSE

FALSE

300

What is the default open and close time for residential profiles?

9am - 7pm

400

Where do you connect the call if account customer would like to change their pickup address permanently?

Connect to Billing

500

What do you call an Area where UPS drivers deliver and pickup packages?

BROWN AREA

Scheduling Pickups PART 1

100

Aside from scheduling a pickup through 1-800-pick-ups ,how can a non-account customer schedule a pickup?

The non-account customer can schedule a pickup online at ups.com

200

You are scheduling a pickup for a customer who has a waybill and is paying by money order, do you need to calculate the rate?

YES

300

Same-day On-Call pickups are available from every address. TRUE OR FALSE

FALSE

400

What account number should be used if shipper is non-account customer but the receiver is paying the shipping charges?

A04144

500

What IRIS document would you refer to when customer requests receipt of pickup fee?

Pickup Fees IRIS #9446

Scheduling Pickups PART 2

100

If you need to calculate a rate when scheduling a pickup, how do you answer the Shipping Label Question in ECM Pickup? YES OR NO

NO

200

If your customer has an RS Label, do you need to calculate rates when scheduling a pickup? YES OR NO

NO

300

How do we schedule a pickup of 36 packages?

Enter "30" in the Packages in Your Pickup drop-down menu and send an ECM Case

400

If scheduling a pickup without label what service level should you confirm availability in CTC before selecting?

Express Plus, Express Early

500

Aside from Pickup on a future day, how can a customer avoid same day pickup fee ?

Drop off the shipment

Retrieving Pickups

100

When modifying a pickup, you can change the pickup date TRUE OR FALSE

TRUE

200

Your customer scheduled a pickup earlier today, and is calling back to change the street address where the pickup is to be made. Based on this customer's request, you need to:

Cancel the original request and reschedule the pickup for the new address.

300

If a non-account customer scheduled a pickup on ups.com without recording the PRN, how will you explain to the customer the steps to cancel it?

Assist the customer in searching his/her Pickup History on myups.com.

400

When modifying a pickup, which of the following details can be modified?

Package weight , Special instructions , Earliest and latest pickup times

500

What order status would show in pickup history when the origin package centre receives the request

Order has been received at dispatch

Pickup Exceptions

100

Your customer wants to schedule a pickup for tomorrow and pay by check. The customer has more than 20 packages but does not have printed labels for the packages. What is the first option you should provide the customer regarding the high volume shipping request?

Explain to the customer how to submit a request via our web page at ups.com. Inform the caller to fill out the web form with detailed

200

What step should you take when requesting to bill the receiver in a country that is not listed in the Select Payment Method screen of ECM Pickup?

Access WorldCom to confirm that the billing option for the country combination is available

300

What should you do if a customer insists that you arrange a pickup in a country with pickup exceptions?

Connect to a Universal agent

400

While scheduling a pickup, a customer receives the following message, "There are no services offered for your Pickup Address in the next 14 calendar days. Please select or enter another Pickup Address." When the customer calls you about the error message, what is the first step you do?

Verify the postal code provided by the customer.