USPS virtual assessment 475 Exam with Verified Answers
1. A customer complains that she spent Best: Apologize and ask her for the
30 minutes with one of your fellow em- tracking number retrieve the rele-
ployees who could not find the track- vant information to see if there's
ing information for her US PS package anything else she needs
even though she provide him with a
tracking number Worst: apologize and explain that
your fellow employee is new and
therefore an experience with such a
request
2. Your fellow postal employee made sev- Best: Point out her mistakes and
eral errors what you had to amend demonstrated accurate way to com-
slowing down the productivity of your plete her work for the new proce-
work you suspect this is due to her dures
struggling with the new work proce-
dures Recently introduced by your Worst: inform the postmaster of
postmaster the situation suggested new proce-
dures be dismissed as this is slow-
ing down your work productivity
3. A customer is upset as she pur- Best: Locate another post office that
chased a specific stationary set that has a specific set and tell her that
her daughter wanted as a gift for her she can get it there
birthday which is today she later real-
ized the pen is missing from the set Worst: suggest that she make an
and she now wants to exchange it for official complaint that you will pass
the same complete Set which unfortu- on to your postmaster
nately is out of stock
4. You have received a large delivery Best: give your colleague quick
of new shipping supplies and have guidance regarding the customers
been asked to finish stacking them on request and return to staffing so you
the shelves by lunchtime while stack- can complete your task on time also
ing you notice that your fellow postal ask another person employee to get
employee is struggling with the cus- help with the customers request so
tomers request you can complete your task on time
Worst: continue stocking the
1/2
1. A customer complains that she spent Best: Apologize and ask her for the
30 minutes with one of your fellow em- tracking number retrieve the rele-
ployees who could not find the track- vant information to see if there's
ing information for her US PS package anything else she needs
even though she provide him with a
tracking number Worst: apologize and explain that
your fellow employee is new and
therefore an experience with such a
request
2. Your fellow postal employee made sev- Best: Point out her mistakes and
eral errors what you had to amend demonstrated accurate way to com-
slowing down the productivity of your plete her work for the new proce-
work you suspect this is due to her dures
struggling with the new work proce-
dures Recently introduced by your Worst: inform the postmaster of
postmaster the situation suggested new proce-
dures be dismissed as this is slow-
ing down your work productivity
3. A customer is upset as she pur- Best: Locate another post office that
chased a specific stationary set that has a specific set and tell her that
her daughter wanted as a gift for her she can get it there
birthday which is today she later real-
ized the pen is missing from the set Worst: suggest that she make an
and she now wants to exchange it for official complaint that you will pass
the same complete Set which unfortu- on to your postmaster
nately is out of stock
4. You have received a large delivery Best: give your colleague quick
of new shipping supplies and have guidance regarding the customers
been asked to finish stacking them on request and return to staffing so you
the shelves by lunchtime while stack- can complete your task on time also
ing you notice that your fellow postal ask another person employee to get
employee is struggling with the cus- help with the customers request so
tomers request you can complete your task on time
Worst: continue stocking the
1/2
