Déjà Vu
Select all of the Delivery Requirements that can be checked by a driver on a Delivery Notice.
A. Signature required
B. Adult signature required
C. Notary required
D. COD payment due
A, B and D
A customer requests direct contact to resolve the FRAUDHOLD-US status. What should you do?
A. Send an urgent AR case
B. Connect to PCA
C. Direct the customer to ups.com/fraudprotection and close the contact case
C. Direct the customer to ups.com/fraudprotection and close the contact case
“I think I understand the issue now. First, you just need…” This statement would be an example of which best practice?
A. Advocate for the customer
B. Consider customer benefits
C. Summarize the problem
C. Summarize the problem
Select the correct order of the Operations Lifecycle.
A. Pickup, Sort, Transport to Hub, Hub Operations, Transport to Destination, Delivery
B. Pickup, Transport to Hub, Sort, Hub Operations, Transport to Destination, Delivery
C. Pickup, Sort, Transport to Destination, Transport to Hub, Hub Operations, Delivery
A. Pickup, Sort, Transport to Hub, Hub Operations, Transport to Destination, Delivery
What is the delivery commitment on UPS Express Critical service?
A. Overnight by 8:00 a.m.
B. Typically same-day
C. Overnight by 10:30 a.m., noon, or end of day
D. Overnight by 3:00 p.m.
B. Typically same-day
How long could an "In-Transit" scan be present for UPS Ground Service?
A. 2 days
B. 3 days
C. 4 days
D. 5 days
D. 5 days
Select all accurate statements regarding UPS Claims.
A. It reimburses customers once their package is proven lost or damaged.
B. It provides automatic protection against package loss or damage up to $100.
C. UPS claim information can only be provided to the sender unless there is written consent from the sender authorizing another party.
Select all of the recommended steps for handling a lost package concern.
A. Check IVP tracking
B. Check Customer Contact
C. Check for Delivery Photo
D. Check My Choice membership
E. Check eligibility
A, B, C, D and E
Sarah is the recipient, expecting a package. A driver releases a package, which she cannot find. Select all of the action items the agent should complete.
A. Refer the caller to the sender.
B. Verify the delivery address.
C. Check the status for the Driver Release location.
D. Determine the caller's local time.
E. Check eligibility.
A, B, C, D and E
Which IVP tab would you visit to validate the tracking number and delivery status?
A. Notifications
B. Customer info
C. Delivery match
D. Movement
D. Movement
What IVP tab would you visit to validate the shipper and recipient's information?
A. Notifications
B. Customer info
C. Delivery match
D. Movement
B. Customer info
Select all of the information you can share with a customer that they can see on UPS.com.
A. Date the package was delivered
B. Time the package was delivered
C. City and state where the package was delivered
D. Where the package was left or who received the package
A, B, C and D
True or False.
A one-time shipper without a UPS account can ship a bottle of wine to their friend.
False
If a customer has more than 3 POD requests, what should you do?
A. Ask the customer to only submit 1 POD per day.
B. Ask the customer to email the tracking numbers using the Email UPS option under Contact Us on ups.com
C. They must go into an Access Point or Customer Center
B. Ask the customer to email the tracking numbers using the Email UPS option under Contact Us on ups.com
Which instance(s) permit an agent to lookup the shipper number in another system to locate the shippers' full address, and provide it to a customer? Select all that apply.
A. The customer is My Choice Premium member.
B. The customer is angry and using a hostile tone.
C. The customer has a critical healthcare package they urgently need.
D. It is never permittable to provide the customer with the shipper's full address.
D. It is never permittable to provide the customer with the shipper's full address.
A customer calls and states they lost their account number. What actions can you take? Select all that apply.
A. Help them locate their account number on an invoice or in a shipping system.
B. Verify the company name.
C. Verify the company's zip code.
D. Direct them to the person in their company who handles shipping or accounts payable.
E. Advise they may ship as a guest on ups.com
A, D and E
Select the steps involved in an Announced Connection.
A. Gather Relevant Details
B. Set Customer Expectations
C. Connect the Call
D. Verify My Choice membership
E. Relay Details
A, B, C and E
What tracking status is displayed when the shipment is in the UPS network, but there was an unexpected error that may result in a change in the scheduled delivery date?
A. Delivery Change
B. Shipped
C. Exception
D. Transferred to USPS
C. Exception
Kate needs to ship a package from Anchorage 99501 to 99501. She is shipping the package on August 31, and it needs to arrive by the end of the day on September 4th. Which service will ensure that the package arrives on time?
A. UPS Next Day Air Early
B. UPS Next Day Air
C. UPS Next Day Air Saver
D. UPS 2nd Day Air
D. UPS 2nd Day Air
Select all the ways a customer could avoid a fee with an RS-1 Return.
A. Given to any UPS driver
B. Dropped off at TUPSS
C. Dropped off at a UPS Customer Center
D. Request pickup through ups.com
E. Left in a UPS drop box
A, B, C and E
A customer would like to modify an existing pickup request. What is the first thing you should do?
A. View Details
B. Select View Pickup History from "I Want To…"
C. Cancel pickup request and create a new one
B. Select View Pickup History from "I Want To…"
What are the 3 possible outcomes when Tenfold searches CEC for an existing contact that matches the caller's phone number?
A. No Match Found
B. Fraud Alert
C. Multiple Contacts Found
D. One Contact Found
A, C and D
True or False
Customers can use My Choice to keep packages from being delivered to an Access Point location.
True
Select the 5 basic types of Delivery Change Requests (DCRs).
A. Deliver to Another Address
B. Deliver at Alternate Time
C. Redeliver to My Address
D. Hold for Pickup at a UPS Access Point
E. Return to Shipper
F. Deliver on Another Day
A, B, C, D, E and F