APRIL SVT 2020

SKILLS VERIFICATION FOR ADVISORS

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Question 1

What is your name?please write your full name,

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Question 2

1. In these Covid-19 period,we are encouraged to maintain _________ through our personal and professional lives

A. Positivity

B. Distance

C. Fear

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Question 3

2. The attributes of a certified International Specialist are ;

A. Can Do, Speed, Trust, Passion

B. Passion, Can Do, Speed and Right 1st time.

C. Right 1st time, Love, Speed, Can Do

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Question 4

3. ICCC stands for

A. Insane Customer Centric Culture

B. Insanely Consumer Centric Culture

C. Insanely Customer Centric Culture

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Question 5

4. Who is responsible for ensuring excellent Customer Experience?

A. Customer Service

B. Customer Facing People like couriers, sales and CS

C. We all are – Customer Experience is everyone’s responsibility

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Question 6

5. In a bid to drive customer’s satisfaction, we are encouraged to ____

A. Over promise and Under deliver

B. Over promise and Overdeliver

C. Under promise and Over deliver

6. Which is not a best practice when writing e-mail?

A. Using defensible language

B. Emphasizing issues you think are important by using emoticons

C. Ensuring that the message is correct and accurate

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Question 8

7. Which of the following is not a professional phrase ?

A. How may I help?

B. Please go ahead

C. Can I be honest with you?

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Question 9

8. What is the sequence of the call-flow process?

A. Greet the customer; Listen to the customer; Determine the customer’s needs; Respond to the customer’s needs; Get agreement; Conclude the call; Follow up with the customer

B. Greet the customer; Listen to the customer; Respond to the customer’s needs; Determine the customer’s needs; Get agreement; Conclude the call; Follow up with the customer

C. Greet the customer; Determine the customer’s needs; Listen to the customer; Respond to the customer’s needs; Get agreement; Follow up with the customer; Conclude the call

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Question 10

9. Why is delivering Quality key to our success in DHL Express?

A. To achieve customer loyalty and a profitable network

B. To avoid dealing with dissatisfied customers and claims

C. To ensure we can work at Speed to deliver shipments faster than expected

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Question 11

10. The following are attributes of a good communicator except.

A. Polite

B. Assertive

C. Interruptive

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