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USPS virtual assessment 475 Questions and and answers
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USPS virtual assessment 475 Questions and and answers
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USPS virtual assessment 475A customer complains that she spent 30 minutes with one of your fellow employees who
could not find the tracking information for her US PS package even though she provide him
with a tracking number - correct answer-Best: Apologize and ask her for the tracking number
retrieve the relevant information to see if there's anything else she needs
Worst: apologize and explain that your fellow employee is new and therefore an experience
with such a request
A customer has approached you to purchase a set of stamps you price it for her and she is
out raged by the cost claiming that the price is much too expensive for a set of stamps -
correct answer-Best: offered to show her a cheaper range of stamps
Worst: Tell her there is nothing you can do as this is a USPS regulated price
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 -
correct 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 - correct 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
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 -
correct 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
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 -
correct answer-Best: discreetly mention the long line and encourage her to speed up her
work pace
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