UPS DRIVING SCHOOL ACTUAL EXAM
PAPER 2026 QUESTIONS WITH
ANSWERS GRADED A+
◍ Rule 1 A.
Answer: Aim high in steering
◍ Rule1 How do you do it?.
Answer: Imaginary target, baseball/dartboard
◍ Rule1 What does it do for you?.
Answer: Centers car in traffic lane. Safe path on turns
◍ ECM.
Answer: where your cases and profiles are located
◍ Rule1 key phrase?.
Answer: Find a safe path well ahead
◍ Rule 2 G.
Answer: Get the big picture
◍ Rule2 How do you do it?.
Answer: How wide and deep? What's in it? Objects and ground
◍ Rule2 What does it do for you?.
Answer: Keeps you away from billboards. Smooth stops and turns. Buys
time
◍ Rule2 Key phrase?.
Answer: Stay back and see it all
◍ Rule 3 K.
Answer: Keep your eyes moving
,◍ Rule3 How do you do it?.
Answer: Move eyes front 2 seconds, rear 5 to 8 seconds
◍ IRIS.
Answer: Internal Resources info system
◍ Rule3 What does it do for you?.
Answer: Keeps you alive at intersection. Keeps eyes ahead of car
◍ Rule3 Key phrase?.
Answer: Scan, don't stare
◍ Damage case matrix.
Answer: When a service failure has occured and we need to send through
ECM
◍ Rule 4 L.
Answer: Leave yourself an out
◍ 5 or more damages reported you send a case using.
Answer: Case template
◍ eTT damage status 500 or more 1 business day has passed from damage
report..
Answer: If a consignee is not contacted in 1 business day we send out an
AWAITING CUSTOMER CONTACT Template
◍ Rule4 How do you do it?.
Answer: Have escape route. Take path of least resistance
◍ Rule4 What does it do for you?.
Answer: Space on all 4 sides, but always infront
◍ Damage package - no tracking number.
Answer: use no tracking number case to damagr coordinator
◍ Rule4 Key phrase?.
Answer: Be prepared. Expect the unexpected
,◍ You will get marked off for speaking to a customer and asking them....
Answer: information that's in your face and easily found by you
◍ Rule 5 M.
Answer: Make sure they see you
◍ Rule5 How do you do it?.
Answer: Communicate in traffic. horn, lights, signals
◍ You must ask a customer their...
Answer: email
◍ Rule5 What does it do for you?.
Answer: Establishes eye-to-eye contact
◍ Rule5 Key phrase?.
Answer: Don't gamble. Use your horn, lights and signals
◍ if the customer has a ups account number, you can add multiple profiles
BUT you cannot touch the...
Answer: Address field. The new button will be greyed out
◍ if there is no ups account number ahh.
Answer: you cannot add multiple profiles
◍ Any ECM Case is always gonna have a severity of....
Answer: Concern
◍ IRIS multiple damages template, enter the value and contents press submit
what happens?.
Answer: Generates a template and details
◍ Pay attention to customer commit time on the generated.
Answer: IRIS page case template
◍ A case can be edited as long as its...
Answer: still open NOT "in progress"
◍ On the ECM case ,as long as you haven't filled the Case Summary you can
press ____ to cancel the case..
, Answer: esc
◍ HIGH 5 Behaviors : SPEAK.
Answer: S- Solutions Oriented P- Pleasant ToneE- Engage A-
Acknowledgement K-Knowledgeable
◍ Customers have ____ months to report a damaged package.
Answer: 9
◍ Customers from ups can report both a....
Answer: damaged package, lost package
◍ When dealing with customers upset about damage STEPS.
Answer: 1- Show empathy/Apology2- Confirm UPS is the carrier (tracking
number) 3- Report damage in eTT or Have the customer create a claim 4-
Review Actions & Commitments (What's happening next / what the
customer wants to happen. follow up)
◍ 2 most common issues with ups packaging.
Answer: improper packaging and mishandling by UPS
◍ Damage process.
Answer: 1- package reported or discovered damaged 2- DEG or package
center representative enters report. OR customer creates claims online3-
Investigation is conducted to determine UPS responsibility for damage. 4-
Claim is issued when damage is approved, OR denied when damage is not
approved.
◍ Inspection Results :.
Answer: Damage type: No Packaging Comments - UPS at fault Packaging
Comments Noted- There was something wromf with how the shipper
packed the itemsWaived- UPS chose not to inspect this package
◍ When the receiver calls, WE cannot tell them any info about claims om the
package. soooo.
Answer: you'd tell the customer to call Amazon AKA the shipper. ONLY
speak with the shipper bc of a contract for privacy
PAPER 2026 QUESTIONS WITH
ANSWERS GRADED A+
◍ Rule 1 A.
Answer: Aim high in steering
◍ Rule1 How do you do it?.
Answer: Imaginary target, baseball/dartboard
◍ Rule1 What does it do for you?.
Answer: Centers car in traffic lane. Safe path on turns
◍ ECM.
Answer: where your cases and profiles are located
◍ Rule1 key phrase?.
Answer: Find a safe path well ahead
◍ Rule 2 G.
Answer: Get the big picture
◍ Rule2 How do you do it?.
Answer: How wide and deep? What's in it? Objects and ground
◍ Rule2 What does it do for you?.
Answer: Keeps you away from billboards. Smooth stops and turns. Buys
time
◍ Rule2 Key phrase?.
Answer: Stay back and see it all
◍ Rule 3 K.
Answer: Keep your eyes moving
,◍ Rule3 How do you do it?.
Answer: Move eyes front 2 seconds, rear 5 to 8 seconds
◍ IRIS.
Answer: Internal Resources info system
◍ Rule3 What does it do for you?.
Answer: Keeps you alive at intersection. Keeps eyes ahead of car
◍ Rule3 Key phrase?.
Answer: Scan, don't stare
◍ Damage case matrix.
Answer: When a service failure has occured and we need to send through
ECM
◍ Rule 4 L.
Answer: Leave yourself an out
◍ 5 or more damages reported you send a case using.
Answer: Case template
◍ eTT damage status 500 or more 1 business day has passed from damage
report..
Answer: If a consignee is not contacted in 1 business day we send out an
AWAITING CUSTOMER CONTACT Template
◍ Rule4 How do you do it?.
Answer: Have escape route. Take path of least resistance
◍ Rule4 What does it do for you?.
Answer: Space on all 4 sides, but always infront
◍ Damage package - no tracking number.
Answer: use no tracking number case to damagr coordinator
◍ Rule4 Key phrase?.
Answer: Be prepared. Expect the unexpected
,◍ You will get marked off for speaking to a customer and asking them....
Answer: information that's in your face and easily found by you
◍ Rule 5 M.
Answer: Make sure they see you
◍ Rule5 How do you do it?.
Answer: Communicate in traffic. horn, lights, signals
◍ You must ask a customer their...
Answer: email
◍ Rule5 What does it do for you?.
Answer: Establishes eye-to-eye contact
◍ Rule5 Key phrase?.
Answer: Don't gamble. Use your horn, lights and signals
◍ if the customer has a ups account number, you can add multiple profiles
BUT you cannot touch the...
Answer: Address field. The new button will be greyed out
◍ if there is no ups account number ahh.
Answer: you cannot add multiple profiles
◍ Any ECM Case is always gonna have a severity of....
Answer: Concern
◍ IRIS multiple damages template, enter the value and contents press submit
what happens?.
Answer: Generates a template and details
◍ Pay attention to customer commit time on the generated.
Answer: IRIS page case template
◍ A case can be edited as long as its...
Answer: still open NOT "in progress"
◍ On the ECM case ,as long as you haven't filled the Case Summary you can
press ____ to cancel the case..
, Answer: esc
◍ HIGH 5 Behaviors : SPEAK.
Answer: S- Solutions Oriented P- Pleasant ToneE- Engage A-
Acknowledgement K-Knowledgeable
◍ Customers have ____ months to report a damaged package.
Answer: 9
◍ Customers from ups can report both a....
Answer: damaged package, lost package
◍ When dealing with customers upset about damage STEPS.
Answer: 1- Show empathy/Apology2- Confirm UPS is the carrier (tracking
number) 3- Report damage in eTT or Have the customer create a claim 4-
Review Actions & Commitments (What's happening next / what the
customer wants to happen. follow up)
◍ 2 most common issues with ups packaging.
Answer: improper packaging and mishandling by UPS
◍ Damage process.
Answer: 1- package reported or discovered damaged 2- DEG or package
center representative enters report. OR customer creates claims online3-
Investigation is conducted to determine UPS responsibility for damage. 4-
Claim is issued when damage is approved, OR denied when damage is not
approved.
◍ Inspection Results :.
Answer: Damage type: No Packaging Comments - UPS at fault Packaging
Comments Noted- There was something wromf with how the shipper
packed the itemsWaived- UPS chose not to inspect this package
◍ When the receiver calls, WE cannot tell them any info about claims om the
package. soooo.
Answer: you'd tell the customer to call Amazon AKA the shipper. ONLY
speak with the shipper bc of a contract for privacy
