CUSTOMER SERVICE COMPREHENSIVE EXAM 2026/2027
QUESTIONS AND SOLUTIONS RATED A+
✔✔Anybody can succeed when they work hard?
Working hard does not always lead to success? - ✔✔MLM: Anybody can succeed when
they work hard
✔✔I often spend time helping coworkers?
Coworkers are responsible for their own work? - ✔✔SML: I often spend time helping
coworkers
✔✔I don't make friends easily?
When I meet new people, I make friends quickly? - ✔✔MLM: When I meet new people, I
make friends quickly
✔✔I prefer slow workdays?
I enjoy having a lot of work to do? - ✔✔MLM: I enjoy having a lot of work to do
✔✔It is best to consider what can go wrong?
I prefer to keep a positive outlook? - ✔✔MLM: I prefer to keep a positive outlook
✔✔If something seems too difficult, I avoid it?
I'm proud of my ability to take on difficult tasks? - ✔✔MLM: I'm proud of my ability to
take on difficult tasks
✔✔I can tell how someone is feeling at times?
Usually, I can tell how another person is feeling? - ✔✔MLM: Usually, I can tell how
another person is feeling
✔✔If I try my best, that is what matters most?
I have high expectations of my work? - ✔✔If I try my best, that is what matters most
I have high expectations of my work
✔✔I always complete my work assignments?
I do more work than what is expected of me? - ✔✔SLM: I do more work than what is
expected of me
✔✔Sometimes I can be rude to other people?
I'm never rude to my coworkers? - ✔✔MLM: I'm never rude to my coworkers
✔✔My outcome is always based on my actions?
There have been times where a situation impacted my outcome? - ✔✔SLM: My
outcome is always based on my actions
, ✔✔Coworkers shouldn't always expect others to help complete their work?
I often sacrifice my own time to help coworkers? - ✔✔SLM: I often sacrifice my own
time to help coworkers
✔✔I feel comfortable socializing right away with new people?
When I meet new people, it takes me a long time to open up? - ✔✔MLM: I feel
comfortable socializing right away with new people
✔✔I work best in a fast- paced environment?
I prefer to have a steady workload? - ✔✔MLM: I work best in a fast- paced environment
✔✔I usually think about the negative before the positive in a situation?
I like to have a positive outlook regardless of the situation? - ✔✔MLM: I like to have a
positive outlook regardless of the situation
✔✔I set challenging goals for myself?
I set goals I know I can accomplish? - ✔✔MLM: I set challenging goals for myself
✔✔I am always respectful to others?
I'm disrespectful to some people? - ✔✔MLM: I am always respectful to others
✔✔Lucky people are successful?
Hard working people are successful? - ✔✔MLM: Hard working people are successful
✔✔ A customer opted for the tracking feature when sending a package and paid the
fee. Unfortunately, when she attempted to locate the package, she found no tracking
information. She retained her receipt which lists the tracking confirmation number. -
✔✔ML- Explain that you understand her concern and you will research the matter.
LL- Explain that when this happens it is typically the result of the package not being
scanned yet. The tracking number should appear the following day.
✔✔A new employee is having difficulty learning the position which is making everyone
do more work to make up for it. - ✔✔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. - ✔✔ML -Work to figure out what the customer needs the label for,
and suggest an in-stock alternative.
QUESTIONS AND SOLUTIONS RATED A+
✔✔Anybody can succeed when they work hard?
Working hard does not always lead to success? - ✔✔MLM: Anybody can succeed when
they work hard
✔✔I often spend time helping coworkers?
Coworkers are responsible for their own work? - ✔✔SML: I often spend time helping
coworkers
✔✔I don't make friends easily?
When I meet new people, I make friends quickly? - ✔✔MLM: When I meet new people, I
make friends quickly
✔✔I prefer slow workdays?
I enjoy having a lot of work to do? - ✔✔MLM: I enjoy having a lot of work to do
✔✔It is best to consider what can go wrong?
I prefer to keep a positive outlook? - ✔✔MLM: I prefer to keep a positive outlook
✔✔If something seems too difficult, I avoid it?
I'm proud of my ability to take on difficult tasks? - ✔✔MLM: I'm proud of my ability to
take on difficult tasks
✔✔I can tell how someone is feeling at times?
Usually, I can tell how another person is feeling? - ✔✔MLM: Usually, I can tell how
another person is feeling
✔✔If I try my best, that is what matters most?
I have high expectations of my work? - ✔✔If I try my best, that is what matters most
I have high expectations of my work
✔✔I always complete my work assignments?
I do more work than what is expected of me? - ✔✔SLM: I do more work than what is
expected of me
✔✔Sometimes I can be rude to other people?
I'm never rude to my coworkers? - ✔✔MLM: I'm never rude to my coworkers
✔✔My outcome is always based on my actions?
There have been times where a situation impacted my outcome? - ✔✔SLM: My
outcome is always based on my actions
, ✔✔Coworkers shouldn't always expect others to help complete their work?
I often sacrifice my own time to help coworkers? - ✔✔SLM: I often sacrifice my own
time to help coworkers
✔✔I feel comfortable socializing right away with new people?
When I meet new people, it takes me a long time to open up? - ✔✔MLM: I feel
comfortable socializing right away with new people
✔✔I work best in a fast- paced environment?
I prefer to have a steady workload? - ✔✔MLM: I work best in a fast- paced environment
✔✔I usually think about the negative before the positive in a situation?
I like to have a positive outlook regardless of the situation? - ✔✔MLM: I like to have a
positive outlook regardless of the situation
✔✔I set challenging goals for myself?
I set goals I know I can accomplish? - ✔✔MLM: I set challenging goals for myself
✔✔I am always respectful to others?
I'm disrespectful to some people? - ✔✔MLM: I am always respectful to others
✔✔Lucky people are successful?
Hard working people are successful? - ✔✔MLM: Hard working people are successful
✔✔ A customer opted for the tracking feature when sending a package and paid the
fee. Unfortunately, when she attempted to locate the package, she found no tracking
information. She retained her receipt which lists the tracking confirmation number. -
✔✔ML- Explain that you understand her concern and you will research the matter.
LL- Explain that when this happens it is typically the result of the package not being
scanned yet. The tracking number should appear the following day.
✔✔A new employee is having difficulty learning the position which is making everyone
do more work to make up for it. - ✔✔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. - ✔✔ML -Work to figure out what the customer needs the label for,
and suggest an in-stock alternative.
