Mail carrier
You are out on your delivery route when a customer comes up and asks you about a missing package
that you know you delivered yesterday. Correct Answer: ML -Let the customer know you delivered it
already and ask if someone else may have brought it inside.
LL -Inform them you delivered the package and tell them the policy states they are responsible for it
after it has been delivered
A customer asks you how to locate an item that she can't find on the website during your delivery route.
Correct Answer: ML -Kindly explain where the product is, and ask if she would like assistance locating
anything else.
LL -Offer to help her find it and explain where she can locate it on the website
A customer moved into a different apartment and is aggravated that she hasn't received any mail. She
asks if you can give it to her now, but you aren't allowed until she files a change of address form. Correct
Answer: ML -Offer to help her set up the mail forwarding. Let her know you understand it can be
aggravating but you have to follow procedure.
LL -Tell her you can't forward any mail without an address form because she may not be telling the truth
While you're on your delivery route, a customer comes up to you and complains about a negative
experience she had with one of your coworker's. You can tell she really wants to talk to someone about
what happened. Correct Answer: ML -Let her know you're sorry about what happened after she
expressed her concerns and ask if she would like to talk to your supervisor.
LL -Ask if there is anything you can do to help and apologize about what happened
As you're finishing up an assignment before you leave for your delivery route, you see a coworker having
trouble on a task next to you. Correct Answer: ML -Help explain the task quickly to your coworker so
you can finish your assignment on time.
LL -Finish your own assignment since they didn't ask you for help
You are on your route when you come across an upset customer. He needs a product that is not
available at his local post office and does not have time to find it elsewhere. Correct Answer: ML -Ask
the customer what he needs the product for, and recommend other options that are available.
LL -Locate the product at another post office and ask your supervisor if you can personally pick it up
A customer stops you on your route and asks you some questions about shipping that you don't know
the answers to. Correct Answer: ML -Tell the customer you aren't certain but will have the answers for
him tomorrow. After your route, spend some time finding out and getting the information to relay back.
LL -Let the customer know you are not sure of the answers and apologize. A Mail Carrier's job is to
deliver mail on time.
A new employee is having difficulty learning the position which is making everyone do more work to
make up for it. Correct Answer: ML -You remain patient since you know the new coworker will get
better with experience.
LL -Tell your supervisor about it and suggest that a different position may be better for him
, Individuals should express when something is bothering them?
I can tell when someone is frustrated or upset? Correct Answer: SLM: I can tell when someone is
frustrated or upset
I prefer setting goals that are challenging and push my abilities?
I like setting goals that I know are practical and reachable? Correct Answer: SLM: I prefer setting goals
that are challenging and push my abilities
I do what is required of me at work?
I try to do more than what is required of me at work? Correct Answer: MLM: I try to do more than what
is required of me at work
My coworkers aggravate me at times?
I never get aggravated at my coworkers? Correct Answer: SLM: I never get aggravated at my coworkers
I prefer to work in a stress-free environment?
I prefer working under pressure? Correct Answer: SLM: I prefer working under pressure
If you try hard enough, you will succeed?
There is no way to guarantee success? Correct Answer: MLM: If you try hard enough, you will succeed
People shouldn't always expect their coworkers to help them with their work?
If my coworker needs help, I'm always willing to assist them? Correct Answer: SLM: If my coworker
needs help, I'm always willing to assist them
I am often described as being quiet?
I am often describes as being very outgoing? Correct Answer: MLM: I am often described as being very
outgoing
My performance is best when I am very busy at work?
When I have a reasonable workload, I perform best? Correct Answer: MLM: My performance is best
when I am very busy at work
I always see the good in any situation?
I always think about what could go wrong in a situation? Correct Answer: MLM: I always see the good in
any situation
I can deal with anything that I am faced with?
Some obstacles are too difficult to handle? Correct Answer: MLM: I can deal with anything that I am
faced with
People should say when something is wrong?
I can tell how someone is feeling? Correct Answer: SLM: I can tell how someone is feeling
Accomplishing my goal is what matters most?
Trying my best is what matters most? Correct Answer: MLM: Accomplishing my goal is what matters
most
You are out on your delivery route when a customer comes up and asks you about a missing package
that you know you delivered yesterday. Correct Answer: ML -Let the customer know you delivered it
already and ask if someone else may have brought it inside.
LL -Inform them you delivered the package and tell them the policy states they are responsible for it
after it has been delivered
A customer asks you how to locate an item that she can't find on the website during your delivery route.
Correct Answer: ML -Kindly explain where the product is, and ask if she would like assistance locating
anything else.
LL -Offer to help her find it and explain where she can locate it on the website
A customer moved into a different apartment and is aggravated that she hasn't received any mail. She
asks if you can give it to her now, but you aren't allowed until she files a change of address form. Correct
Answer: ML -Offer to help her set up the mail forwarding. Let her know you understand it can be
aggravating but you have to follow procedure.
LL -Tell her you can't forward any mail without an address form because she may not be telling the truth
While you're on your delivery route, a customer comes up to you and complains about a negative
experience she had with one of your coworker's. You can tell she really wants to talk to someone about
what happened. Correct Answer: ML -Let her know you're sorry about what happened after she
expressed her concerns and ask if she would like to talk to your supervisor.
LL -Ask if there is anything you can do to help and apologize about what happened
As you're finishing up an assignment before you leave for your delivery route, you see a coworker having
trouble on a task next to you. Correct Answer: ML -Help explain the task quickly to your coworker so
you can finish your assignment on time.
LL -Finish your own assignment since they didn't ask you for help
You are on your route when you come across an upset customer. He needs a product that is not
available at his local post office and does not have time to find it elsewhere. Correct Answer: ML -Ask
the customer what he needs the product for, and recommend other options that are available.
LL -Locate the product at another post office and ask your supervisor if you can personally pick it up
A customer stops you on your route and asks you some questions about shipping that you don't know
the answers to. Correct Answer: ML -Tell the customer you aren't certain but will have the answers for
him tomorrow. After your route, spend some time finding out and getting the information to relay back.
LL -Let the customer know you are not sure of the answers and apologize. A Mail Carrier's job is to
deliver mail on time.
A new employee is having difficulty learning the position which is making everyone do more work to
make up for it. Correct Answer: ML -You remain patient since you know the new coworker will get
better with experience.
LL -Tell your supervisor about it and suggest that a different position may be better for him
, Individuals should express when something is bothering them?
I can tell when someone is frustrated or upset? Correct Answer: SLM: I can tell when someone is
frustrated or upset
I prefer setting goals that are challenging and push my abilities?
I like setting goals that I know are practical and reachable? Correct Answer: SLM: I prefer setting goals
that are challenging and push my abilities
I do what is required of me at work?
I try to do more than what is required of me at work? Correct Answer: MLM: I try to do more than what
is required of me at work
My coworkers aggravate me at times?
I never get aggravated at my coworkers? Correct Answer: SLM: I never get aggravated at my coworkers
I prefer to work in a stress-free environment?
I prefer working under pressure? Correct Answer: SLM: I prefer working under pressure
If you try hard enough, you will succeed?
There is no way to guarantee success? Correct Answer: MLM: If you try hard enough, you will succeed
People shouldn't always expect their coworkers to help them with their work?
If my coworker needs help, I'm always willing to assist them? Correct Answer: SLM: If my coworker
needs help, I'm always willing to assist them
I am often described as being quiet?
I am often describes as being very outgoing? Correct Answer: MLM: I am often described as being very
outgoing
My performance is best when I am very busy at work?
When I have a reasonable workload, I perform best? Correct Answer: MLM: My performance is best
when I am very busy at work
I always see the good in any situation?
I always think about what could go wrong in a situation? Correct Answer: MLM: I always see the good in
any situation
I can deal with anything that I am faced with?
Some obstacles are too difficult to handle? Correct Answer: MLM: I can deal with anything that I am
faced with
People should say when something is wrong?
I can tell how someone is feeling? Correct Answer: SLM: I can tell how someone is feeling
Accomplishing my goal is what matters most?
Trying my best is what matters most? Correct Answer: MLM: Accomplishing my goal is what matters
most
