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USPS · Money Handling and Accuracy

A customer receives incorrect change and points this out politely. You realize they are correct. How do you handle this?

Reviewed by Jordan Morley, Editorial Lead at 247SimpleTests. Written by the 247SimpleTests Editorial Team from the official source material cited on every question.

Correct answer

Correct the change immediately, apologize briefly, and continue with professional service

  1. A Deny making an error
  2. B Count the entire drawer in front of the customer
  3. C Make a scene about it
  4. D Correct the change immediately, apologize briefly, and continue with professional service

Why this is the answer

Correcting errors immediately and professionally, with a brief acknowledgment and apology, is the correct response. The customer is not being difficult — they are pointing out a legitimate error. A brief, professional correction restores trust. Making a scene, denying the error, or engaging in lengthy defensive behavior are all unprofessional. Counting the entire drawer in public while other customers wait is unnecessary — simply correct the change and note the discrepancy in your records.
Source: USPS 477 VEA, Cash Handling Correction

Practice more questions

This question is from our USPS Exam Practice Tests practice test. Take the full practice test to test your knowledge across all Money Handling and Accuracy and other topics.

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About this topic: Money Handling and Accuracy

Money handling items assess accuracy and honesty with cash, change and transactions. Double-checking and following cash procedures are consistently the expected answers. This is one of 8 VEA 477 (Customer Service) questions on money handling and accuracy, each with a full explanation on a single study page.

New to this exam? Our USPS exam guide explains the format, scoring, and how to prepare.

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