USPS VIRTUAL ASSESSMENT 475
TEST QUESTIONS AND ANSWERS
A customer is upset as she purchased a specific stationary set that her daughter
wanted as a gift for her birthday which is today she later realized the pen is missing
from the set and she now wants to exchange it for the same complete Set which
unfortunately is out of stock - ANSWER-Best: Locate another post office that has a
specific set and tell her that she can get it there
Worst: suggest that she make an official complaint that you will pass on to your
postmaster
You have received a large delivery of new shipping supplies and have been asked to
finish stacking them on the shelves by lunchtime while stacking you notice that your
fellow postal employee is struggling with the customers request - ANSWER-Best:
give your colleague quick guidance regarding the customers request and return to
staffing so you can complete your task on time also ask another person employee to
get help with the customers request so you can complete your task on time
Worst: continue stocking the shelves in order to complete your task on time
A customer is expecting an important delivery according to the tracking information
the status of her package indicates it is out for delivery she was scheduled to receive
her package this morning it is now noon she is worried her package has been
misplaced - ANSWER-Best: reassure her that her package is out for delivery
explained that the status would have changed if the package was misplaced
Worst: tell her that you do not have any more information than what is provided on
the website
A customer is interested to know if you may ship pesticide products by post you are
uncertain of the answer especially as the restricted goods policy was updated
yesterday and you haven't you had a chance to go over it - ANSWER-Best: Check
the restricted good list on the USPS website and provide the customer with an
answer
Worst: apologize to the customer tell him you were on certain of the answer due to a
recent change in policy
There is a large line of people waiting to be served do you notice that your fellow
employees work is slower than usual checking her phone messages in between
serving customers - ANSWER-Best: discreetly mention the long line and encourage
her to speed up her work pace
Worst: Focus on doing your job perhaps she will notice a long line and adjust her
behavior accordingly
TEST QUESTIONS AND ANSWERS
A customer is upset as she purchased a specific stationary set that her daughter
wanted as a gift for her birthday which is today she later realized the pen is missing
from the set and she now wants to exchange it for the same complete Set which
unfortunately is out of stock - ANSWER-Best: Locate another post office that has a
specific set and tell her that she can get it there
Worst: suggest that she make an official complaint that you will pass on to your
postmaster
You have received a large delivery of new shipping supplies and have been asked to
finish stacking them on the shelves by lunchtime while stacking you notice that your
fellow postal employee is struggling with the customers request - ANSWER-Best:
give your colleague quick guidance regarding the customers request and return to
staffing so you can complete your task on time also ask another person employee to
get help with the customers request so you can complete your task on time
Worst: continue stocking the shelves in order to complete your task on time
A customer is expecting an important delivery according to the tracking information
the status of her package indicates it is out for delivery she was scheduled to receive
her package this morning it is now noon she is worried her package has been
misplaced - ANSWER-Best: reassure her that her package is out for delivery
explained that the status would have changed if the package was misplaced
Worst: tell her that you do not have any more information than what is provided on
the website
A customer is interested to know if you may ship pesticide products by post you are
uncertain of the answer especially as the restricted goods policy was updated
yesterday and you haven't you had a chance to go over it - ANSWER-Best: Check
the restricted good list on the USPS website and provide the customer with an
answer
Worst: apologize to the customer tell him you were on certain of the answer due to a
recent change in policy
There is a large line of people waiting to be served do you notice that your fellow
employees work is slower than usual checking her phone messages in between
serving customers - ANSWER-Best: discreetly mention the long line and encourage
her to speed up her work pace
Worst: Focus on doing your job perhaps she will notice a long line and adjust her
behavior accordingly
