MC 474 Final Exam Questions And All
Correct Answers.
During a delivery, a customer ask you some questions about shipping route options. You don't
know any of her questions. - Answer Most: Tell her that you are not aware of the answers but
there's lots of information on the USPS website.
Least: Apologize and let her know that you aren't sure of the answers. As a Mail Carrier, you're
focused on making sure her mail arrives on time.
Recently hired coworker is struggling to learn the role, forcing everyone to work harder to pick
up her slack. - Answer Most: Offer her advice on how to do the job correctly and efficiently.
Least: Meet with your supervisor to suggest that a different role might be better for your
coworker.
A customer on your route is upset because his local post office doesn't carry an item he wants.
He needs it today and says he doesn't have time to drive around looking for it. - Answer Most:
Work to figure out what the customer needs the item for, and suggest an in-stock alternative.
Least: Suggest the customer call the post office's supervisor to share his complaint.
Your supervisor asks you to finish a task before you leave on your route. While you are working
on it, you overhear two coworkers struggling to complete a task. - Answer Most: Quickly
explain the task to your coworkers so you can finish your task.
Least: Focus on your assigned task. Your coworker did not ask for help, and you do not want to
make them feel uncomfortable.
A customer on your route complains to you about poor service from one of your coworkers. He
clearly want to tell someone about his negative experience. - Answer Most: Tell the customer
you're sorry for his experience and ask if there is anything you can do to help him.
Least: Ask you supervisor to contact the customer, since she will be able to better address the
issue.
, Least: Remind the customer that he's responsible for filling out a change of address form. If he
doesn't, there's nothing you can do.
While you're out on your route, a customer ask you how to locate a specific product he cannot
find online. - Answer Most: Tell him you're happy to help and describe where to find the item.
Follow up the next day to ensure he found it.
Least: Help him find the product on the site, and point out he could save money by purchasing a
different item that is on sale.
While you are out delivering on your mail route, a customer stops you and asks about a missing
package you're sure you delivered two days ago. - Answer Most: Explain the package was
already delivered. Ask if anyone else could have brought the package inside.
Least: Tell the customer that the package has already been delivered. Suggest contacting the
local post office to follow up.
If contacted, how would your supervisor rate your customer service skills compared to others? -
Answer The very best
Have you ever voluntarily left a job before getting a new one? - Answer Yes
How much experience do you have in jobs in which interacting with customers has been your
primary responsibility? - Answer 2-5 years
How many times have you been formally recognized for high performance in previous jobs -
Answer 3-4
How many times have you been disciplined for violating a policy at work - Answer 0
It important to consider the upside of any situation - Answer Most like me
I can handle whatever comes my way - Answer Most like me
Correct Answers.
During a delivery, a customer ask you some questions about shipping route options. You don't
know any of her questions. - Answer Most: Tell her that you are not aware of the answers but
there's lots of information on the USPS website.
Least: Apologize and let her know that you aren't sure of the answers. As a Mail Carrier, you're
focused on making sure her mail arrives on time.
Recently hired coworker is struggling to learn the role, forcing everyone to work harder to pick
up her slack. - Answer Most: Offer her advice on how to do the job correctly and efficiently.
Least: Meet with your supervisor to suggest that a different role might be better for your
coworker.
A customer on your route is upset because his local post office doesn't carry an item he wants.
He needs it today and says he doesn't have time to drive around looking for it. - Answer Most:
Work to figure out what the customer needs the item for, and suggest an in-stock alternative.
Least: Suggest the customer call the post office's supervisor to share his complaint.
Your supervisor asks you to finish a task before you leave on your route. While you are working
on it, you overhear two coworkers struggling to complete a task. - Answer Most: Quickly
explain the task to your coworkers so you can finish your task.
Least: Focus on your assigned task. Your coworker did not ask for help, and you do not want to
make them feel uncomfortable.
A customer on your route complains to you about poor service from one of your coworkers. He
clearly want to tell someone about his negative experience. - Answer Most: Tell the customer
you're sorry for his experience and ask if there is anything you can do to help him.
Least: Ask you supervisor to contact the customer, since she will be able to better address the
issue.
, Least: Remind the customer that he's responsible for filling out a change of address form. If he
doesn't, there's nothing you can do.
While you're out on your route, a customer ask you how to locate a specific product he cannot
find online. - Answer Most: Tell him you're happy to help and describe where to find the item.
Follow up the next day to ensure he found it.
Least: Help him find the product on the site, and point out he could save money by purchasing a
different item that is on sale.
While you are out delivering on your mail route, a customer stops you and asks about a missing
package you're sure you delivered two days ago. - Answer Most: Explain the package was
already delivered. Ask if anyone else could have brought the package inside.
Least: Tell the customer that the package has already been delivered. Suggest contacting the
local post office to follow up.
If contacted, how would your supervisor rate your customer service skills compared to others? -
Answer The very best
Have you ever voluntarily left a job before getting a new one? - Answer Yes
How much experience do you have in jobs in which interacting with customers has been your
primary responsibility? - Answer 2-5 years
How many times have you been formally recognized for high performance in previous jobs -
Answer 3-4
How many times have you been disciplined for violating a policy at work - Answer 0
It important to consider the upside of any situation - Answer Most like me
I can handle whatever comes my way - Answer Most like me
