477 Service Clerk – Work Scenarios
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Question 1 of 20
SITUATION 1 – PART 1
A customer opted for the tracking feature when sending a package and paid the fee. Unfortunately, when she attempted to locate the package, she found no tracking information. She retained her receipt which lists the tracking confirmation number.
What would you MOST likely do?
Question 2 of 20
SITUATION 1 – PART 2
A customer opted for the tracking feature when sending a package and paid the fee. Unfortunately, when she attempted to locate the package, she found no tracking information. She retained her receipt which lists the tracking confirmation number.
What would you LEAST likely do?
Question 3 of 20
SITUATION 2 – PART 1
A customer asks you for help locating a specific box to package his item for Priority Mail Express. He cannot find it in the post office.
What would you MOST likely do?
Question 4 of 20
SITUATION 2 – PART 2
A customer asks you for help locating a specific box to package his item for Priority Mail Express. He cannot find it in the post office.
What would you LEAST likely do?
Question 5 of 20
SITUATION 3 – PART 1
Your supervisor asks you to finish a task before your break. While you are working on it, you overhear two customers struggling to find change of address forms.
What would you MOST likely do?
Question 6 of 20
SITUATION 3 – PART 2
Your supervisor asks you to finish a task before your break. While you are working on it, you overhear two customers struggling to find change of address forms.
What would you LEAST likely do?
Question 7 of 20
SITUATION 4 – PART 1
A customer wants a new type of stamp that just came out last week. You discover it is out of stock in your post office. You apologize, but she seems disappointed.
What would you MOST likely do?
Question 8 of 20
SITUATION 4 – PART 2
A customer wants a new type of stamp that just came out last week. You discover it is out of stock in your post office. You apologize, but she seems disappointed.
What would you LEAST likely do?
Question 9 of 20
SITUATION 5 – PART 1
A customer is trying to return a set of birthday cards she says was damaged when she bought it. Your post office does carry the product, but she does not have the receipt to show that she bought it there.
What would you MOST likely do?
Question 10 of 20
SITUATION 5 – PART 2
A customer is trying to return a set of birthday cards she says was damaged when she bought it. Your post office does carry the product, but she does not have the receipt to show that she bought it there.
What would you most LEAST likely do?
Question 11 of 20
SITUATION 6 – PART 1
A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship elsewhere for less.
What would you MOST likely do?
Question 12 of 20
SITUATION 6 – PART 2
A customer is interested in shipping a package, but is unhappy with the price. He insists he can ship elsewhere for less.
What would you LEAST likely do?
Question 13 of 20
SITUATION 7 – PART 1
A new employee is having difficulty learning the position which is making everyone do more work to make up for it.
What would you MOST likely do?
Question 14 of 20
SITUATION 7 – PART 2
A new employee is having difficulty learning the position which is making everyone do more work to make up for it.
What would you LEAST likely do?
Question 15 of 20
SITUATION 8 – PART 1
A customer complains to you about poor service from one of your coworkers. He clearly wants to tell someone about his negative experience.
What would you MOST likely do?
Question 16 of 20
SITUATION 8 – PART 2
A customer complains to you about poor service from one of your coworkers. He clearly wants to tell someone about his negative experience.
What would you LEAST likely do?
Question 17 of 20
SITUATION 9 – PART 1
Your department is extremely busy today and your team is struggling to keep up with the pace. You observe a few coworkers taking personal calls on their cell phones and not handling their share of the workload.
What would you MOST likely do?
Question 18 of 20
SITUATION 9 – PART 2
Your department is extremely busy today and your team is struggling to keep up with the pace. You observe a few coworkers taking personal calls on their cell phones and not handling their share of the workload.
What would you LEAST likely do?
Question 19 of 20
SITUATION 10 – PART 1
When you tell a customer that the Global Express mailing label he needs is out of stock, he becomes upset. He needs one today and says he doesn’t have time to drive around looking for it.
What would you MOST likely do?
Question 20 of 20
SITUATION 10 – PART 2
When you tell a customer that the Global Express mailing label he needs is out of stock, he becomes upset. He needs one today and says he doesn’t have time to drive around looking for it.
What would you LEAST likely do?
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