MC 474 Exam With Complete Solutions
During a delivery, a customer ask you some questions about shipping route options.
You don't know any of her questions. CORRECT ANSWERS 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. CORRECT ANSWERS 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.
CORRECT ANSWERS 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. CORRECT
ANSWERS 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. CORRECT
ANSWERS 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.
A customer recently switched apartment units is upset he hasn't been receiving his mail.
He asks if you can give it to him now, but you're not suppose to until he files a change of
address form. CORRECT ANSWERS Most: Explain that by postal policy, all customers
must request a change of address to receive mail at a new address. It's for his
protection.
, 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. CORRECT ANSWERS 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. CORRECT ANSWERS 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? CORRECT ANSWERS The very best
Have you ever voluntarily left a job before getting a new one? CORRECT ANSWERS
Yes
How much experience do you have in jobs in which interacting with customers has been
your primary responsibility? CORRECT ANSWERS 2-5 years
How many times have you been formally recognized for high performance in previous
jobs CORRECT ANSWERS 3-4
How many times have you been disciplined for violating a policy at work CORRECT
ANSWERS 0
It important to consider the upside of any situation CORRECT ANSWERS Most like me
I can handle whatever comes my way CORRECT ANSWERS Most like me
I quickly pick up on how others are feeling CORRECT ANSWERS Most like me
Reaching my goal is what's most important CORRECT ANSWERS Most like me
I always go beyond my job duties at work CORRECT ANSWERS Most like me
I have never dislike someone CORRECT ANSWERS Most like me
I work very effectively in highly stressful situations CORRECT ANSWERS Most like me
During a delivery, a customer ask you some questions about shipping route options.
You don't know any of her questions. CORRECT ANSWERS 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. CORRECT ANSWERS 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.
CORRECT ANSWERS 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. CORRECT
ANSWERS 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. CORRECT
ANSWERS 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.
A customer recently switched apartment units is upset he hasn't been receiving his mail.
He asks if you can give it to him now, but you're not suppose to until he files a change of
address form. CORRECT ANSWERS Most: Explain that by postal policy, all customers
must request a change of address to receive mail at a new address. It's for his
protection.
, 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. CORRECT ANSWERS 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. CORRECT ANSWERS 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? CORRECT ANSWERS The very best
Have you ever voluntarily left a job before getting a new one? CORRECT ANSWERS
Yes
How much experience do you have in jobs in which interacting with customers has been
your primary responsibility? CORRECT ANSWERS 2-5 years
How many times have you been formally recognized for high performance in previous
jobs CORRECT ANSWERS 3-4
How many times have you been disciplined for violating a policy at work CORRECT
ANSWERS 0
It important to consider the upside of any situation CORRECT ANSWERS Most like me
I can handle whatever comes my way CORRECT ANSWERS Most like me
I quickly pick up on how others are feeling CORRECT ANSWERS Most like me
Reaching my goal is what's most important CORRECT ANSWERS Most like me
I always go beyond my job duties at work CORRECT ANSWERS Most like me
I have never dislike someone CORRECT ANSWERS Most like me
I work very effectively in highly stressful situations CORRECT ANSWERS Most like me
