USPS Postal Exam 474 with solutions

During a delivery, a customer asks you some questions about shipping options. You don't know the answer to any of her questions. ML: Tell her that you aren't aware of the answers... shipping info on the USPS website LL: Apologize and let her know that you aren't aware sure of the answers A recently hired coworker is struggling to learn the role... ML: Offer her advice on how to do the job LL: Meet with your supervisor to suggest that a different role might be better for the new coworker A customer on your route is upset because his local post office doesn't carry an item he wants ML: Work to figure out what the customer needs the item for... in-stock alternative LL: Suggest the customer call the post office's supervisor... Your supervisor asks you to finish a task before you leave on your route... ML: Quickly explain the task to your coworkers so you can finish your task LL: Focus on the assigned task. Your coworkers did not ask for help... A customer on your route complains to you about poor service from one of your coworkers... ML: Tell the customer you're sorry for his experience and ask if there is anything you can do to help him LL: Ask your supervisor to contact the customer... A customer recently switched apartments units and is upset he hasn't been receiving his mail ML: Explain that by postal policy, all customers must request a change of address to receive mail at a new address LL: Remind the customer that he's responsible for filling out a change of address form... While you're out on your route, a customer asks you to locate a specific product he cannot find online ML: Tell him you're happy to help and describe where to find the item LL: Help him find the product on the site... purchasing a different item that is on sale While you are out delivering on your mail route, a customer stops and asks you about a missing package... ML: Explain the package was already delivered... LL: Tell the customer that the package has already been delivered. Suggest contacting the local post office to follow up