USPS ASSESSMENT TEST CS 477
ACTUAL EXAM SCRIPT VERIFIED
QUESTIONS GRADED A PLUS
◉ A new employee is having difficulty learning the position which is
making everyone do more work to make up for it.
What would you most and least likely do? Answer: ML-You remain
patient since you know the new coworker will get better with
experience.
LL-Tell your supervisor about it and suggest that a different position
may be better for him.
◉ When you tell a customer that the Global Express mailing label he
needs is out of stock, he becomes upset. He needs one today and says he
doesn't have time to drive around looking for it.
What would you most and least likely do? Answer: ML-Work to figure
out what the customer needs the label for, and suggest an in-stock
alternative.
, LL-Ask your supervisor's permission to personally pick the product up
from another post office.
◉ A customer is trying to return a set of birthday cards she says was
damaged when she bought it. Your post office does carry the product,
but she does not have the receipt to show that she bought it there.
What would you most and least likely do? Answer: ML-Tell her that you
cannot refund her money, but offer to exchange her product for one that
is not damaged.
LL-Refund the customer's money and offer a replacement product at no
cost
◉ Your supervisor asks you to finish a task before lunch. While you are
working on it, you overhear two customers struggling to find a particular
size of flat rate box.
What would you most and least likely do? Answer: ML-Quickly tell the
customers where they can find the box so you can finish your task
LL-Focus on your assigned task. The customers did not ask for help and
you do not want to make them uncomfortable.
ACTUAL EXAM SCRIPT VERIFIED
QUESTIONS GRADED A PLUS
◉ A new employee is having difficulty learning the position which is
making everyone do more work to make up for it.
What would you most and least likely do? Answer: ML-You remain
patient since you know the new coworker will get better with
experience.
LL-Tell your supervisor about it and suggest that a different position
may be better for him.
◉ When you tell a customer that the Global Express mailing label he
needs is out of stock, he becomes upset. He needs one today and says he
doesn't have time to drive around looking for it.
What would you most and least likely do? Answer: ML-Work to figure
out what the customer needs the label for, and suggest an in-stock
alternative.
, LL-Ask your supervisor's permission to personally pick the product up
from another post office.
◉ A customer is trying to return a set of birthday cards she says was
damaged when she bought it. Your post office does carry the product,
but she does not have the receipt to show that she bought it there.
What would you most and least likely do? Answer: ML-Tell her that you
cannot refund her money, but offer to exchange her product for one that
is not damaged.
LL-Refund the customer's money and offer a replacement product at no
cost
◉ Your supervisor asks you to finish a task before lunch. While you are
working on it, you overhear two customers struggling to find a particular
size of flat rate box.
What would you most and least likely do? Answer: ML-Quickly tell the
customers where they can find the box so you can finish your task
LL-Focus on your assigned task. The customers did not ask for help and
you do not want to make them uncomfortable.
