The Shipping Journey/Location Inquiries
What is the Definition of Shipping Fees?
The cost associated with shipping the package.
A shipper is calling to confirm the time the driver will be by for the scheduled pickup. Using the PRN, you confirm that the driver will be there before 7 p.m. This is an example of what type of call?
Pickup
What are the two whispers you will hear most often?
Ship and Returns
True or False. If the customer does not want to pay the pickup fee, he or she can give the package to any UPS driver.
True
True or False. The customer is the only one who can request a return.
False
What is the Purpose of the Label?
The label verifies that a pick up fee has been paid(if applicable).
The lable links the package to a recford and provides UPS with a complete picture of the package.
The label enables proper billing and tranportation.
The customer ordered clothing that did not fit and needs to send it back to the shipper. They called to schedule a pickup and after checking the tracking number you noticed the shipper did not pay for the pickup fee. This is an example of what type od call?
Return
True or False. If the customer does not want to pay the pickup fee for a new shipment, offer alternatives for getting the package to UPS
True
What is the default pickup date on the Schedule a Pickup screen?
Today's date
How do you determine if the pickup fee has been covered by the shipper?
Enter the tracking number on ups.com
UPS Worlship is a free online system available to account customers who ship more than _________ packages a week.
25
A recipient would like to have a package sent to his work address. You inform him that the shipper has restricted Alternate Delivery DCRs and you are unable to change the address. This is an example of what type of call?
Delivery Change Request
True or False. Rates for delivery to a residential stop type and a commercial stop type are always the same.
False
Which of the following is not a payment method option for the pickup?
Pay the driver using cash
Which return service does this scenario describe? The shipper sends an electronic request to the recipient's local UPS package center. The package center prints the return label, and the UPS driver delivers the label to the recipient. The recipient is not home, so the driver leaves the label at the pickup location.
RS1
What are the steps a customer uses to find a location when using the Location Tool on ups.com.
1. Click locations at the top of the screen
2. Enter zip code.
3. Click refine search
4. Expand menu options
Customer calls and inquires about a location which is available 24 hours a day and accepts packages up to 16"x13"x3". Which location type would you suggest?
UPS Drop Box
Which of the following is not a factor that affects cost and transit time?
Payment method
For third-party billing, the customer must provide the third party's UPS account number and what other information?
County location and ZIP or Postal Code
What are the steps a customer takes to return a package?
1. Obtain label from shipper or UPS
2. Attach label to the package
3. Give package to UPS or schedule a pickup
What ae the two types of whispers a representative might hear when answering a location inquiry call?
Store/Locate
When searching for transit time, what are the required fields in the "Where and When" section of the CTC screen?
From ZIP Code, To ZIP Code, When are you shipping
What 2 types of cases trigger the opportunity to use SmartStop?
Delivery and Delivery Attempt Cases
There are various reasons a customer may call and inquire about a location.
Need packing assistance
Do not want to pay the pickup fee
May want to have perconal assistance for printing a label
May be more convenient