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USPS · Customer Interaction and Service

A customer asks a question about a postal service you do not know the answer to. What is the BEST response?

Correct answer

Tell them you want to give accurate information, then look it up, ask a coworker or supervisor, or direct them to an authoritative source rather than guessing

  1. A Make up a plausible-sounding answer
  2. B Tell them you want to give accurate information, then look it up, ask a coworker or supervisor, or direct them to an authoritative source rather than guessing
  3. C Tell them no such service exists
  4. D Change the subject

Why this is the answer

Honesty and accuracy in serving customers are core to the role. When you do not know an answer, the best response is to be honest and helpful — looking it up, consulting a coworker or supervisor, or directing the customer to an authoritative source — rather than fabricating an answer that could mislead them. Making something up, falsely claiming a service does not exist, or evading the question all give the customer poor or incorrect information. The exam rewards associates who prioritize giving customers accurate help, even when that means taking a moment to find the right answer.
Source: USPS 477 VEA — Accurate Information

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