Determine Shipment Cost and Transit Time
Customers who ship with a The UPS Store pay exactly the same rates as those who ship with UPS online. True or False?
False
Customers shipping with TUPSS or an ASO may experience higher rates and transit time.
Determine Shipment Transit Time eLearning, slide 8; IRIS 8590
What are the two types of Pickup History search methods?
A. PRN search and ECM search
B. PRN search and Telephone Number search
C. ECM search and Tracking Number search
D. PRN search and Tracking Number search
A. PRN search and ECM search
You use one of two types of searches to find the customer’s pickup in Pickup History – Pickup Request Number (PRN) Search from Launcher or Identify Caller in ECM Search.
Search for Pickup Requests eLearning, slide 8; IRIS 9913
If a customer calls 45 minutes before closing time stating the driver has not arrived, handle the issue as a possible missed pickup. True or False?
True.
Possible missed pickups happen when the customer's close time or latest pickup time has not yet passed, but he or she is worried the driver will not come by.
Resolve Possible Missed Pickups eLearning, slide 7; IRIS 15859
What should you ask the customer if he are she does not have a label when requesting a pickup?
A. “Have you spoken with the shipper about the return?”
B. “Is this request for a return or a new shipment?”
C. “Have you checked your email for the label from the shipper?”
D. “Do you have a UPS account?”
B. For customers without a label, ask if the request is for a return or a new shipment.
Scheduling a Pickup eLearning, slide 12; IRIS 9913
Which UPS service will customers most often use when scheduling a delivery?
A. Ask a UPS driver to pick it up
B. Self-service on ups.com
C. Call and talk to a shipping representative
B. Keep in mind, that most often the calls you handle will be concerns the customer was unable to resolve using the self-serve options.
The Shipping Journey eLearning, slide 5; IRIS 19273
What is the default stop type on the CTC screen?
A. Residential
B. Commercial
C. Account
D. Non-account
B. Commercial
The system assumes the stop type is a commercial address unless you select the Residential Address checkbox.
Determine Shipment Transit Time eLearning, slide 11; IRIS 8590
If you want to cancel or modify a pickup, which column on the Pickup History screen contains a link to the actual pickup?
A. Order Date and Time
B. PRN search and Telephone Number search
C. Account Number
D. Contact Name
B. PRN search and Telephone Number search
A customer may ask you to modify or cancel the pickup. You must access the actual pickup to complete either request. To access the pickup, click the link in the PRN field.
Search for Pickup Requests eLearning, slide 13; IRIS 9913
If an on-call customer calls stating the driver has not made the pickup for a non-urgent package and the time is within one hour of the latest pickup time, what do you do? Choose all that apply.
A. Escalate to your supervisor
B. Use the PRN to verify the pickup was entered correctly
C. Verify the local caller’s time is within one hour of the close or latest pickup time
D. Send an ECM case
B & C
Retrieve the PRN to verify the pickup was entered correctly, verify the local caller’s time is within one hour of the close or latest pickup time. For urgent situations, send an urgent Pickup > Pickup Time case, in non-urgent situations no case is needed.
Resolve Possible Missed Pickups eLearning, slide 13; IRIS 15859
If the caller is with a company and is not listed as the main contact, designate him or her as the contact for this pickup. True or False?
True. If the caller is with a company, check to see if his or her name is listed as the main contact. If not, designate him or her as the contact for the pickup.
Scheduling a Pickup eLearning, slide 16; IRIS 9913
In addition to displaying the proper delivery address, what are the other functions of a label? Select all that apply.
A. Links the package to a record
B. Makes sure the bill is paid
C. Provides UPS with a complete picture of the package
D. Identifies the type of UPS delivery service used.
A, B, and D
The shipping label links the package to a record and provides UPS with a complete picture of the package. The label also displays the UPS delivery service for the package.
The Shipping Journey eLearning, slide 8; IRIS 19273
A customer calls asking for the cost to ship a package from Portland, Maine to Los Angeles, California. What is your first step on the CTC screen in ups.com?
A. Complete the Where and When section and click Update.
B. Turn off Simple Rate
C. Ask for the package dimensions
D. Ask for the package weight
A. Complete the Where and When section and click Update.
If a customer wants to know how much a shipment will cost, complete the Where and When section of the CTC screen first, then click Update to display the Enter Detail to Show Cost section.
What is the difference between the information on the Pickup History screen for an ECM search and the Pickup/Collections History screen for a PRN search?
A. None, they are exactly the same
B. Pickup History displays the phone number but Pickup/Collection History does not
C. The Pickup/Collection History displays the PRN number but Pickup History does not
D. Pickup/Collection History displays all the pickups for the customer but Pickup History displays only the latest pickup
D. Pickup/Collection History displays all the pickups for the customer but Pickup History displays only the latest pickup
In a PRN search, the only pickup available on the Pickup History screen is the one associated with the PRN. (Slide 11) The Pickup/Collection History screen contains the same information as you saw with the PRN search except that this screen displays all the pickups for the customer. Search for Pickup Requests eLearning, slide 17; IRIS 9913
If a customer calls after the latest pickup time but does not have the PRN, what do you do? Choose all that apply.
A. Schedule a pickup for the next business day
B. Schedule a new pickup if time permits
C. Send an ECM case
D. Offer drop-off locations as appropriate
B & D
If you cannot retrieve the PRN or the customer does not have it, schedule anew pickup when time permits. You may also offer drop-off locations as appropriate.
Resolve Missed Pickups eLearning, slide 10; IRIS 15859
How do you determine if the shipper paid the pickup fee?
A. A message displays in ECM after verifying the caller
B. A message displays on the Verification screen after scheduling the pickup
C. A message displays after entering the tracking number in the Shipping Label Questions section
D. Ask the caller to check the label for information
C. If the customer provided a tracking number, enter it in the Tracking Number field to determine if the shipper is paying the pickup fee. The system tells you in bold red text whether the shipper paid for the pickup fee.
Scheduling a Pickup eLearning, slide 7; IRIS 9913
UPS WorldShip customers can use ups.com to link to WorldShip and schedule a shipment. True or False?
False. The process of creating a shipment in WorldShip is like creating a shipment on ups.com. One primary difference is customers must install the WorldShip software program.
The Shipping Journey eLearning, slide 12; IRIS 12103
When determining shipping costs, first ask the customer if he or she would like to use UPS Simple Rate to ship. True or False?
False.
If the customer asks for Simple Rate, leave the default setting and continue with the estimate. If the customer does not ask for Simple Rate, change the setting to Off and complete the other fields in the section to calculate the cost.
Determine Shipment Transit Cost eLearning, slide 9; IRIS 19177
You can modify any information on the Modify Pickup Information screen. True or False?
False.
Not all fields on the Modify Pickup Information screen are editable.
Modify or Cancel a Pickup Request eLearning, slide 8; IRIS 9913
If a customer calls stating the driver arrived too early for a daily pickup, send a Pickup>Pickup Time>Temporary Change case. True or False?
False. If a driver arrives too early for the pickup or the customer wants to change the scheduled time, review the information in the Pickup: Pickup Times section of the Pickups Case Matrix. The section has a link to the Pickup>Pickup Time case template.
Resolve Missed Pickups eLearning, slide 17; IRIS 15859
You tell a customer the pickup fee is $12 for his package measuring 20 x 15 x 10. He does not want to pay the fee. What alternatives can you offer him? Select all that apply.
A. Give the package to any UPS driver
B. Take the package to a UPS Customer Center
C. Use a UPS Drop-Box
D. Take the package to a UPS Authorized Service Outlet
A, B, and D
Customers may hand the package to any UPS driver at no charge and little effort or take the package to a UPS Customer Center or ASO at no charge. Packages larger than 16 x 13 x 3 cannot fit in a UPS Drop Box.
Scheduling a Pickup eLearning, slide 9; IRIS 9913
What are the skills you must use as a shipping representative? Choose all that apply.
A. Knowledge of the appropriate processes
B. Knowledge of how to use ups.com, ECM, and TPX
C. Ability to effectively use the High 5 behaviors
D. Knowledge of how to launch loss package investigations
A, B, and C
You must have knowledge of the appropriate processes to assist shipping customers. This includes helping with return services, scheduling pickups, calculating rates and transit times, and locating UPS drop-off locations. In addition, you must also have knowledge of how to use the necessary UPS systems, such as IRIS, ups.com, ECM, and TPX. Finally, as with any role, you must use listening and questioning skills and other soft skills to answer questions and help customers. These are part of the High 5 behaviors which you will use in every interaction with a customer.
Welcome to Domestic Shipping eLearning, slides 8, 9, and 10
What is the weight limit for UPS Simple Rate?
50 pounds
Whatever fits in the box, up to 50 pounds, can be shipped using Simple Rate.
Determine Shipment Transit Cost eLearning, slide 10; IRIS 22615
A customer calls wanting to modify a pickup scheduled for tomorrow, but the changes that are in fields are locked. What do you do?
Cancel the pickup and schedule a new one
Modify or Cancel a Pickup Request eLearning, slide 9; IRIS 9913
A Non-Account customer calls asking to cancel a pickup scheduled in two days. She does not have a PRN. What do you do?
Explain she will have to access Pickup History on ups.com. Non-Account customers must provide the PRN. If the customer does not have a PRN, you will not be able to find the pickup request. Tell the customer he or she must use Pickup History on ups.com to retrieve the pickup and cancel it.
Modify or Cancel a Pickup Request eLearning, slide 19; IRIS 9913
What is the first step in scheduling a pickup request?
The first step in scheduling a pickup is to confirm the customer request is for a pickup.
Scheduling a Pickup eLearning, slide 7; IRIS 9913
The cost associated with having a package retrieved from a shipper's location is known as the_____.
Pickup Fee
If the shipper wants a UPS driver to come retrieve the package there is a cost associated with the service which is referred to as a pickup fee.