USPS Exam 476 Questions with
correct Answers () |100%
Verified
1. A customer asks about the status of a package that you delivered days ago. What
would you MOST likely do?
A) Apologize and offer to investigate the missing package
B) Show him proof of delivery and tell him he is responsible for the package once it
is delivered
C) File a missing package report on his behalf
D) Tell him to contact the post office directly
Answer: B) Show him proof of delivery and tell him he is responsible for the package
once it is delivered
2. A customer asks about the status of a package that you delivered days ago. What
would you LEAST likely do?
A) Show him proof of delivery and tell him he is responsible
B) Refer him to the post office for further assistance
C) Show him proof of delivery and ask if it might have been stolen
D) Suggest he check with neighbors
Answer: C) Show him proof of delivery and ask if it might have been stolen
3. A customer asks questions about shipping choices, but you do not know the
answers. What would you MOST likely do?
A) Make your best guess to help the customer
B) Tell him to call customer service
C) Say you do not know about shipping choices and suggest he look on the USPS
website
D) Tell him to visit the post office for assistance
Answer: C) Say you do not know about shipping choices and suggest he look on the
USPS website
4. A customer asks questions about shipping choices, but you do not know the
answers. What would you LEAST likely do?
A) Direct him to USPS.com for information
B) Say you will have answers tomorrow and research the shipping choices after
finishing your deliveries
C) Refer him to the post office
D) Suggest he call customer service
,Answer: B) Say you will have answers tomorrow and research the shipping choices
after finishing your deliveries
5. A customer complains to you about another postal employee. What would you
MOST likely do?
A) Listen and report the complaint to your supervisor
B) Defend the postal service and refuse to discuss it
C) Explain that the employee in question is really a good worker but was just having
a bad day
D) Ignore the complaint and continue your route
Answer: C) Explain that the employee in question is really a good worker but was
just having a bad day
6. A customer complains to you about another postal employee. What would you
LEAST likely do?
A) Acknowledge the complaint professionally
B) Suggest he contact the postmaster
C) Listen to his complaint, apologize, and suggest he talk to the postmaster
D) Defend your coworker without hearing the complaint
Answer: C) Listen to his complaint, apologize, and suggest he talk to the postmaster
7. A customer is angry because the nearby post office does not have a product he
needs today. What would you MOST likely do?
A) Apologize and tell him there is nothing you can do
B) Suggest an alternate product that may work
C) Tell him to try another post office location
D) Call the post office to check their inventory
Answer: B) Suggest an alternate product that may work
8. A customer is angry because the nearby post office does not have a product he
needs today. What would you LEAST likely do?
A) Suggest an alternative product
B) Direct him to another post office location
C) Go get the product at another facility and bring it back to the customer
D) Help him find the product online
Answer: C) Go get the product at another facility and bring it back to the customer
9. A customer moved but is not receiving mail because he did not submit a change
of address form. He wants you to give him his mail anyway. What would you MOST
likely do?
A) Give him his mail just this once as a courtesy
B) Tell him postal policy prohibits you from giving him mail until a change of address
is submitted
C) Contact your supervisor for guidance
, D) Hold his mail at the post office until he submits the form
Answer: B) Tell him postal policy prohibits you from giving him mail until a change of
address is submitted
10. A customer moved but is not receiving mail because he did not submit a change
of address form. He wants you to give him his mail anyway. What would you LEAST
likely do?
A) Explain the policy and help him understand how to submit the form
B) Direct him to the post office to submit the form
C) Tell him there is nothing you can do until he submits a change of address
D) Refer him to your supervisor
Answer: C) Tell him there is nothing you can do until he submits a change of address
11. A customer on your route asks how to find something on the USPS website.
What would you MOST likely do?
A) Tell him to call customer service for website help
B) Explain where to find it and offer to help with any other issues he may have
C) Direct him to the nearest post office for assistance
D) Tell him to search online for instructions
Answer: B) Explain where to find it and offer to help with any other issues he may
have
12. A customer on your route asks how to find something on the USPS website.
What would you LEAST likely do?
A) Explain where to find the information
B) Offer to help him find it on his computer
C) Suggest he call customer service
D) Direct him to the post office for help
Answer: B) Offer to help him find it on his computer
13. A new employee is having trouble learning his job which forces you and others to
work harder to meet production standards. What would you MOST likely do?
A) Report the issue to your supervisor
B) Do nothing and wait for him to improve on his own
C) Tell him how to do his job quicker and better
D) Ask your supervisor to reassign his tasks
Answer: C) Tell him how to do his job quicker and better
14. A new employee is having trouble learning his job which forces you and others to
work harder to meet production standards. What would you LEAST likely do?
A) Offer tips to help him improve
B) Do nothing because his production should improve over time
C) Speak to your supervisor about the situation
D) Pair him with a more experienced coworker
correct Answers () |100%
Verified
1. A customer asks about the status of a package that you delivered days ago. What
would you MOST likely do?
A) Apologize and offer to investigate the missing package
B) Show him proof of delivery and tell him he is responsible for the package once it
is delivered
C) File a missing package report on his behalf
D) Tell him to contact the post office directly
Answer: B) Show him proof of delivery and tell him he is responsible for the package
once it is delivered
2. A customer asks about the status of a package that you delivered days ago. What
would you LEAST likely do?
A) Show him proof of delivery and tell him he is responsible
B) Refer him to the post office for further assistance
C) Show him proof of delivery and ask if it might have been stolen
D) Suggest he check with neighbors
Answer: C) Show him proof of delivery and ask if it might have been stolen
3. A customer asks questions about shipping choices, but you do not know the
answers. What would you MOST likely do?
A) Make your best guess to help the customer
B) Tell him to call customer service
C) Say you do not know about shipping choices and suggest he look on the USPS
website
D) Tell him to visit the post office for assistance
Answer: C) Say you do not know about shipping choices and suggest he look on the
USPS website
4. A customer asks questions about shipping choices, but you do not know the
answers. What would you LEAST likely do?
A) Direct him to USPS.com for information
B) Say you will have answers tomorrow and research the shipping choices after
finishing your deliveries
C) Refer him to the post office
D) Suggest he call customer service
,Answer: B) Say you will have answers tomorrow and research the shipping choices
after finishing your deliveries
5. A customer complains to you about another postal employee. What would you
MOST likely do?
A) Listen and report the complaint to your supervisor
B) Defend the postal service and refuse to discuss it
C) Explain that the employee in question is really a good worker but was just having
a bad day
D) Ignore the complaint and continue your route
Answer: C) Explain that the employee in question is really a good worker but was
just having a bad day
6. A customer complains to you about another postal employee. What would you
LEAST likely do?
A) Acknowledge the complaint professionally
B) Suggest he contact the postmaster
C) Listen to his complaint, apologize, and suggest he talk to the postmaster
D) Defend your coworker without hearing the complaint
Answer: C) Listen to his complaint, apologize, and suggest he talk to the postmaster
7. A customer is angry because the nearby post office does not have a product he
needs today. What would you MOST likely do?
A) Apologize and tell him there is nothing you can do
B) Suggest an alternate product that may work
C) Tell him to try another post office location
D) Call the post office to check their inventory
Answer: B) Suggest an alternate product that may work
8. A customer is angry because the nearby post office does not have a product he
needs today. What would you LEAST likely do?
A) Suggest an alternative product
B) Direct him to another post office location
C) Go get the product at another facility and bring it back to the customer
D) Help him find the product online
Answer: C) Go get the product at another facility and bring it back to the customer
9. A customer moved but is not receiving mail because he did not submit a change
of address form. He wants you to give him his mail anyway. What would you MOST
likely do?
A) Give him his mail just this once as a courtesy
B) Tell him postal policy prohibits you from giving him mail until a change of address
is submitted
C) Contact your supervisor for guidance
, D) Hold his mail at the post office until he submits the form
Answer: B) Tell him postal policy prohibits you from giving him mail until a change of
address is submitted
10. A customer moved but is not receiving mail because he did not submit a change
of address form. He wants you to give him his mail anyway. What would you LEAST
likely do?
A) Explain the policy and help him understand how to submit the form
B) Direct him to the post office to submit the form
C) Tell him there is nothing you can do until he submits a change of address
D) Refer him to your supervisor
Answer: C) Tell him there is nothing you can do until he submits a change of address
11. A customer on your route asks how to find something on the USPS website.
What would you MOST likely do?
A) Tell him to call customer service for website help
B) Explain where to find it and offer to help with any other issues he may have
C) Direct him to the nearest post office for assistance
D) Tell him to search online for instructions
Answer: B) Explain where to find it and offer to help with any other issues he may
have
12. A customer on your route asks how to find something on the USPS website.
What would you LEAST likely do?
A) Explain where to find the information
B) Offer to help him find it on his computer
C) Suggest he call customer service
D) Direct him to the post office for help
Answer: B) Offer to help him find it on his computer
13. A new employee is having trouble learning his job which forces you and others to
work harder to meet production standards. What would you MOST likely do?
A) Report the issue to your supervisor
B) Do nothing and wait for him to improve on his own
C) Tell him how to do his job quicker and better
D) Ask your supervisor to reassign his tasks
Answer: C) Tell him how to do his job quicker and better
14. A new employee is having trouble learning his job which forces you and others to
work harder to meet production standards. What would you LEAST likely do?
A) Offer tips to help him improve
B) Do nothing because his production should improve over time
C) Speak to your supervisor about the situation
D) Pair him with a more experienced coworker
