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USPS Postal Exam 477 study materials
USPS Postal Exam 477 study resources

USPS Postal Exam 477 practice questions

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Question 1Work Scenarios (situational judgment in postal work contexts)

While sorting, you find a parcel that is wet and torn, with its contents partly visible. What is the best action?

  1. Place it back in the sorting stream so it stays on schedule.
  2. Wrap it in new tape yourself and continue sorting.
  3. Throw it away because it is too damaged to deliver.
  4. Set it aside and tell your supervisor. Correct answer.

Explanation

Damaged items must be handled under the facility's damage-reporting procedure so that a record exists and the proper disposition can be made. Sorting staff do not decide on their own to discard or rewrap such items. Reporting promptly protects both the customer and the Postal Service.

Question 2Work Scenarios (situational judgment in postal work contexts)

A customer at the counter is shouting that a bill arrived late and blames you personally. What should you do first?

  1. Listen, then acknowledge and explain what you can do. Correct answer.
  2. Tell the customer to calm down before you will help.
  3. Explain that the delay was caused by another department.
  4. Ask the customer to step aside so the next person can be served.

Explanation

De-escalation starts with letting the customer be heard and confirming that the concern is understood. Only after that should you explain the options you actually control. Deflecting blame or issuing commands tends to escalate the situation.

Question 3Work Scenarios (situational judgment in postal work contexts)

You are stuck in unexpected traffic and will be several minutes late for your shift. What should you do?

  1. Call your supervisor before your shift begins. Correct answer.
  2. Say nothing and hope no one notices the lateness.
  3. Ask a coworker to cover for you without telling anyone.
  4. Wait until you arrive to explain in person.

Explanation

Attendance policy requires prompt notification so the supervisor can adjust staffing and coverage. Calling before the shift starts gives the most notice possible. Silence or informal coverage arrangements leave the operation unprepared.

Question 4Work Scenarios (situational judgment in postal work contexts)

You see a puddle of liquid spreading across a walkway in the work area. What should you do?

  1. Mark the area off and report the spill right away. Correct answer.
  2. Put a few envelopes over it to soak it up.
  3. Walk around it and keep working; someone else will clean it.
  4. Wait for the janitorial staff's next scheduled round.

Explanation

A spill in a walkway is a slip hazard that can injure employees carrying loads. The immediate step is to warn others and notify the responsible staff so it is cleaned properly. Covering it with mail hides the hazard and ruins mail.

Question 5Work Scenarios (situational judgment in postal work contexts)

Two supervisors give you different instructions for the same task. What is the best approach?

  1. Ask the supervisors to agree on one instruction. Correct answer.
  2. Follow whichever instruction you received first.
  3. Do both tasks as described and let them sort it out.
  4. Choose the instruction that seems easier to complete.

Explanation

Conflicting direction should be resolved at the source so that the work is done once, correctly. Asking the supervisors to align prevents duplicated or contradictory effort. Guessing or doing both wastes time and can create errors.

Question 6Work Scenarios (situational judgment in postal work contexts)

A coworker regularly leaves their work area for long stretches, and the rest of the team has to cover the work. What should you do first?

  1. Start leaving your own area to even things out.
  2. Complain about it to other coworkers during break.
  3. Talk with the coworker privately about it. Correct answer.
  4. Refuse to do any of the shared work until it is fixed.

Explanation

A direct, private conversation is the least disruptive first step and often resolves the issue without escalation. It respects the coworker while making the impact on the team clear. If the behavior continues, the matter should be raised with a supervisor.

Question 7Work Scenarios (situational judgment in postal work contexts)

While casing mail, you find an envelope that is open and clearly contains cash. What should you do?

  1. Note the address so you can follow up later.
  2. Close it with tape and send it on its way.
  3. Set the cash aside and deliver the envelope.
  4. Stop handling it and give it to your supervisor. Correct answer.

Explanation

Mail found open or with exposed contents must be kept intact and turned over through the proper channel for documentation. Handling the contents yourself creates a risk of loss and an unresolved discrepancy. Supervisory staff determine the correct treatment.

Question 8Work Scenarios (situational judgment in postal work contexts)

At the start of your shift you have four tasks waiting. Which should you handle first?

  1. Sorting a tub of mail that is not due until tomorrow.
  2. Reading a memo about next month's schedule change.
  3. Clearing a blocked fire exit in your work area. Correct answer.
  4. Restocking supplies that ran low last week.

Explanation

Safety hazards take priority over routine and non-urgent work because they can cause injury immediately and violate fire code. Work with later deadlines can wait. Reading informational material is the lowest priority of the group.

Question 9Work Scenarios (situational judgment in postal work contexts)

Near the end of your shift, a supervisor asks you to sign a safety checklist for inspections you did not actually perform. What is the best response?

  1. Sign it, since the supervisor is responsible for the order.
  2. Ask a coworker who did the checks to sign instead.
  3. Explain that you cannot sign and offer to do the checks. Correct answer.
  4. Sign it and mention the issue at your next review.

Explanation

Signing for work not performed is a falsified record and a safety risk, regardless of who asked. The proper response is to decline and offer a legitimate way to complete the checks. Honest documentation protects employees and the facility.

Question 10Work Scenarios (situational judgment in postal work contexts)

A coworker who arrives late asks you to clock them in as if they were on time. What should you do?

  1. Do it, because it only affects their own pay.
  2. Ask another coworker to do it instead.
  3. Do it once, if they agree to return the favor.
  4. Decline and let them know it is not allowed. Correct answer.

Explanation

Time records must reflect actual hours worked, and clocking in for another employee is a falsification of records. Refusing clearly, without moralizing, is the appropriate response. Recruiting someone else to do it spreads the violation.

Question 11Work Scenarios (situational judgment in postal work contexts)

A customer at the window speaks limited English and you cannot understand the request. What is the best action?

  1. Speak more loudly and repeat the same words.
  2. Ask the next customer in line to translate.
  3. End the transaction and ask them to come back later.
  4. Use simple words, gestures, and language aids. Correct answer.

Explanation

Customers are entitled to service regardless of language ability, so staff should use every reasonable aid available. Simple phrasing, gestures, and official translation materials usually resolve the transaction. Turning the customer away or involving other customers is inappropriate.

Question 12Work Scenarios (situational judgment in postal work contexts)

A parcel is too heavy for you to lift safely on your own. What should you do?

  1. Get help or use lifting equipment. Correct answer.
  2. Leave it where it is and skip it for now.
  3. Drag it across the floor to your work area.
  4. Lift it quickly with a jerking motion.

Explanation

Safe lifting rules require a team lift or mechanical aid when a load exceeds what one person can handle. Attempting it alone risks back and shoulder injuries that affect the employee and the operation. Simply abandoning the item leaves the work undone.

Question 13Work Scenarios (situational judgment in postal work contexts)

You realize you mis-sorted several letters into the wrong route earlier. What should you do?

  1. Wait to see if a customer complains first.
  2. Tell your supervisor so the mail can be corrected. Correct answer.
  3. Say nothing and hope the carriers do not notice.
  4. Fix it yourself without telling anyone.

Explanation

Prompt disclosure lets the error be corrected before the mail leaves the facility, which is the best chance of avoiding a delay. Errors are expected occasionally; concealing them is what creates a service failure. Supervisors can help trace and correct the mis-sort.

Question 14Work Scenarios (situational judgment in postal work contexts)

A neighbor of a customer asks you to confirm whether that person has moved and stopped receiving mail. What should you do?

  1. Confirm it, since the neighbor is probably concerned.
  2. Decline to share any customer information. Correct answer.
  3. Give a vague answer so the neighbor stops asking.
  4. Check the address and share only the forwarding date.

Explanation

Address information and change-of-address data are protected and may not be disclosed to third parties. A polite refusal is required even when the request seems harmless. Any hint, however vague, is still an improper disclosure.

Question 15Work Scenarios (situational judgment in postal work contexts)

Your team is behind schedule and a supervisor urges everyone to skip a required equipment check to catch up. What should you do?

  1. Skip it and tell your coworkers to do the same.
  2. Report the supervisor after the shift is over.
  3. Complete the check and explain the safety requirement. Correct answer.
  4. Skip the check this once and do it at the end.

Explanation

Required safety checks are not optional and cannot be traded for production speed. Completing the check and calmly explaining the requirement keeps the operation safe and informs the supervisor of the constraint. Reporting later does not prevent the hazard.

Question 16Work Scenarios (situational judgment in postal work contexts)

Your personal phone rings while you are actively sorting mail on the work floor. What should you do?

  1. Answer it and step aside for a short conversation.
  2. Let it ring and handle it during your break. Correct answer.
  3. Answer it quickly and keep sorting at the same time.
  4. Silence it and check messages on your next break.

Explanation

Personal calls are handled during breaks, not on the work floor, because they distract from sorting accuracy and safety. Letting it ring keeps your hands and attention on the mail, and you can respond on break. Silent handling on the floor still diverts attention.

Question 17Work Scenarios (situational judgment in postal work contexts)

Your facility adopts a new sorting procedure that you find awkward. What is the best response?

  1. Use the old method when supervisors are not around.
  2. Follow the new procedure and ask questions as needed. Correct answer.
  3. Keep using the old method until the new one is required.
  4. Complain to coworkers and wait for a change back.

Explanation

New procedures are adopted for operational reasons, and employees are expected to follow them while raising questions through proper channels. Asking questions speeds up learning and surfaces real problems. Quietly reverting to old methods undermines consistency across shifts.

Question 18Work Scenarios (situational judgment in postal work contexts)

You are assigned to a machine you have not been trained to operate. What should you do?

  1. Use it only for small batches to reduce risk.
  2. Try it carefully and learn as you go.
  3. Ask a coworker to run it while you watch.
  4. Tell your supervisor you need training first. Correct answer.

Explanation

Equipment may only be operated by employees who have been trained and authorized, so the correct step is to notify the supervisor. Untrained operation risks injury and equipment damage. Watching someone else does not qualify you to run it.

Question 19Work Scenarios (situational judgment in postal work contexts)

You see a coworker repeatedly making offensive comments to another employee who looks uncomfortable. What should you do?

  1. Stay out of it, since it is between those two people.
  2. Confront the coworker loudly in front of others.
  3. Tell the target to just ignore the comments.
  4. Report what you observed to a supervisor. Correct answer.

Explanation

Harassing conduct is a workplace issue that must be reported so management can address it and protect the target. Bystanders play a key role because targets often do not report on their own. A public confrontation can escalate matters and embarrasses the target further.

Question 20Work Scenarios (situational judgment in postal work contexts)

A customer offers you $20 cash to make sure a package goes out on today's truck. What should you do?

  1. Accept it, since you can still do your normal job.
  2. Accept it and share it with the crew.
  3. Politely refuse and explain the rules. Correct answer.
  4. Accept it and note it on your timecard.

Explanation

Employees may not accept money or gifts in connection with their official duties, because it creates favoritism and undermines fair service. The correct response is a courteous refusal with a brief explanation. Recording or sharing the payment does not make it permissible.

Question 21Work Scenarios (situational judgment in postal work contexts)

You have three tasks with different deadlines. Which approach works best?

  1. Work on all three at once to show progress.
  2. Start the one you enjoy most to build momentum.
  3. Do them in the order you happen to notice them.
  4. Rank them by deadline and impact, then start. Correct answer.

Explanation

Effective prioritization weighs both the due time and the consequence of missing it, so the most urgent and most consequential work comes first. A clear order prevents last-minute crunches. Personal preference or random order can leave critical work undone.

Question 22Work Scenarios (situational judgment in postal work contexts)

Your facility has a written dress and uniform policy. What is the best practice?

  1. Follow it every shift as written. Correct answer.
  2. Follow it unless a supervisor specifically mentions it.
  3. Follow it only when visitors are expected.
  4. Follow the parts that feel practical to you.

Explanation

A written policy applies at all times, not only when someone is watching or when a supervisor singles out an employee. Consistent compliance supports safety, professionalism, and the facility's public image. Selective compliance invites discipline.

Question 23Work Scenarios (situational judgment in postal work contexts)

A coworker suddenly says they feel dizzy and sits down on the work floor. What should you do?

  1. Get help and notify your supervisor right away. Correct answer.
  2. Tell them to go home and drive themselves.
  3. Wait to see if they feel better in a few minutes.
  4. Give them water and continue your own work.

Explanation

A sudden change in a coworker's condition should be treated as a possible medical emergency requiring immediate notification and assistance. Supervisors coordinate first aid and emergency response. Leaving the person alone or sending them to drive delays proper care.

Question 24Work Scenarios (situational judgment in postal work contexts)

Once, you saw a coworker put something from the mail stream into their personal bag. What should you do?

  1. Wait to see if it happens again before acting.
  2. Ask them about it in front of the whole crew.
  3. Search their bag yourself when they are away.
  4. Report what you saw to a supervisor. Correct answer.

Explanation

Suspected theft of mail must be reported promptly to supervisory staff, who involve the appropriate investigative authority. Prompt reporting preserves evidence and protects the employee who might otherwise be wrongly implicated. Employees should not investigate on their own.

Question 25Work Scenarios (situational judgment in postal work contexts)

A parcel in your work area is leaking an unknown liquid. What should you do?

  1. Open it to see what spilled inside.
  2. Wipe it up and continue sorting nearby mail.
  3. Move it to the outgoing area to clear space.
  4. Isolate it, avoid touching it, and report it. Correct answer.

Explanation

An unknown substance is treated as potentially hazardous until identified, so the item should be isolated and left untouched. Reporting brings in staff trained to assess and handle it. Handling, cleaning, or moving it spreads the hazard.

Question 26Work Scenarios (situational judgment in postal work contexts)

A customer asks you to hold their mail for two weeks while they travel. What is the best action?

  1. Tell them a neighbor can collect it from the box
  2. Help them submit an official hold-mail request Correct answer.
  3. Promise to set the mail aside for them each day
  4. Suggest they let the mail pile up until they return

Explanation

Hold requests must go through the official process so that carriers are notified and mail is handled consistently. A personal promise to set mail aside bypasses that system and creates accountability gaps. Letting mail pile up invites theft and overflow.

Question 27Work Scenarios (situational judgment in postal work contexts)

While on your route you realize you delivered a letter to the wrong street address. What should you do?

  1. Retrieve it and deliver it to the right address Correct answer.
  2. Leave it; the resident will forward it
  3. Ask the resident to walk it to the neighbor
  4. Write 'misdelivered' on it and return it to the plant

Explanation

The carrier is responsible for correcting a misdelivery by recovering the piece and placing it at the proper address. This protects the recipient's privacy and gets the mail where it belongs.

Question 28Work Scenarios (situational judgment in postal work contexts)

A loose dog charges toward you as you approach a mailbox. What is the safest response?

  1. Throw a parcel toward the dog to distract it
  2. Stop and back away slowly, facing the dog Correct answer.
  3. Run to the truck as fast as you can
  4. Continue to the mailbox and ignore the dog

Explanation

Running can trigger a chase response, and throwing mail wastes a customer's property. Backing away slowly while keeping the animal in view lets you reach the vehicle or a barrier safely, after which the hazard should be reported.

Question 29Work Scenarios (situational judgment in postal work contexts)

Before starting your route, you notice the truck's left brake light is out. What should you do?

  1. Ask a coworker to follow behind you
  2. Start the route and report it at the end of the day
  3. Report the defect before driving the truck Correct answer.
  4. Fix it yourself with tape

Explanation

A pre-trip inspection exists to catch safety defects before the vehicle is operated. A defective brake light must be reported and the vehicle cleared before use. Self-repair and informal workarounds do not satisfy the requirement.

Question 30Work Scenarios (situational judgment in postal work contexts)

A customer at the window wants to mail an envelope containing cash. What is the best advice?

  1. Suggest a money order as a safer option Correct answer.
  2. Accept it but mark the envelope 'cash'
  3. Tell them cash is fine if the envelope is thick
  4. Refuse to accept the envelope and send them away

Explanation

Cash sent through the mail cannot be insured and is easily stolen, so customers should be steered toward a money order or another traceable payment. Service standards call for helpful guidance rather than turning the customer away.

Question 31Work Scenarios (situational judgment in postal work contexts)

A customer submits a change-of-address form missing their signature. What should you do?

  1. Return it for the missing signature Correct answer.
  2. Process it anyway to save them a trip
  3. Sign it for them with their permission
  4. Discard it and tell them to do it online

Explanation

A change of address is a legal instruction that must be signed by the customer before it can be processed. Returning the form explains the gap and lets the customer complete it correctly.

Question 32Work Scenarios (situational judgment in postal work contexts)

You find a set of car keys in the parking lot. What should you do?

  1. Try the keys on cars in the lot to find the owner
  2. Leave them where they are
  3. Keep them at your case until someone asks
  4. Turn them in to the supervisor or lost-and-found Correct answer.

Explanation

Found property should be given to the designated custodian so it can be logged and returned through an accountable process. Testing keys on vehicles or holding them privately creates risk and confusion.

Question 33Work Scenarios (situational judgment in postal work contexts)

While sorting, you notice a postcard is from a coworker's doctor. What should you do?

  1. Set it aside to give to the coworker personally
  2. Show it to another coworker
  3. Sort it normally and mention nothing Correct answer.
  4. Read it and tell the coworker what it says

Explanation

All mail is private, and the contents of a postcard are no more yours to read than a sealed letter. Handling it like any other piece protects both the coworker and you.

Question 34Work Scenarios (situational judgment in postal work contexts)

A customer at the counter is yelling about a late package. What is the best approach?

  1. Promise a refund you are not authorized to give
  2. Raise your voice so they know you are in charge
  3. Walk away and serve the next customer
  4. Stay calm, listen, then explain the next step Correct answer.

Explanation

De-escalation begins with a calm tone and letting the customer be heard before you explain what can actually be done. Making promises outside your authority creates a problem you cannot fix later.

Question 35Work Scenarios (situational judgment in postal work contexts)

A coworker asks you to swap shifts tomorrow. What is the proper step?

  1. Swap without telling anyone to avoid paperwork
  2. Tell them to call in sick instead
  3. Follow the swap procedure and get approval Correct answer.
  4. Agree verbally and just show up at the new time

Explanation

Schedule changes must be approved so that staffing and payroll records stay correct. The facility's swap procedure exists to make sure coverage is maintained.

Question 36Work Scenarios (situational judgment in postal work contexts)

A package in the mail stream has an oily stain, a strange odor, and no return address. What should you do?

  1. Isolate it and notify a supervisor immediately Correct answer.
  2. Place it in the outgoing bin and keep working
  3. Carry it outside and put it in a dumpster
  4. Open it to see what is inside

Explanation

Stains, odors, and missing return addresses are warning signs that call for the suspicious-mail protocol: do not handle further, isolate the item, and notify a supervisor. Opening or moving it through the normal stream could expose others.

Question 37Work Scenarios (situational judgment in postal work contexts)

A letter has a street name but no house number. What should you do?

  1. Deliver it to the first house on the street
  2. Guess the most likely address and deliver it
  3. Hold it at the station indefinitely
  4. Return it to sender for insufficient address Correct answer.

Explanation

Mail must be addressed completely enough to identify a single delivery point. When the address is insufficient and cannot be resolved, the piece is handled as return to sender rather than delivered on a guess.

Question 38Work Scenarios (situational judgment in postal work contexts)

Your sorting machine jams and the safety guard is stuck. What should you do?

  1. Reach in and pull the jam out quickly
  2. Restart the machine to shake it loose
  3. Ask a coworker to hold the guard open
  4. Stop and lock out the machine first Correct answer.

Explanation

Equipment must be de-energized and locked out before anyone reaches into a jammed machine. Restarting or reaching in while powered can cause serious injury.

Question 39Work Scenarios (situational judgment in postal work contexts)

Your supervisor asks you to work two hours of overtime to finish the route, but you had plans. What should you do?

  1. Leave without telling anyone
  2. Accept the overtime and raise any conflict Correct answer.
  3. Refuse and leave at your scheduled time
  4. Ask a coworker to finish your route

Explanation

Overtime is a management direction, and the professional response is to comply while raising any conflict through the supervisor. Leaving early or handing off the route without approval undermines coverage.

Question 40Work Scenarios (situational judgment in postal work contexts)

While backing the truck, you scrape a customer's fence. What should you do?

  1. Leave a note without telling anyone
  2. Report it and document the damage Correct answer.
  3. Knock and offer to pay for it yourself
  4. Drive on since the damage looks minor

Explanation

Any accident involving postal equipment or a customer's property must be reported and documented through the official process. Personal settlements and silent notes bypass that process and leave you unprotected.

Question 41Work Scenarios (situational judgment in postal work contexts)

A reporter calls the station asking which addresses on your route are vacant. What should you do?

  1. Share the list since it is public
  2. Give general neighborhood information
  3. Answer only the ones you are sure about
  4. Decline and refer the caller to a supervisor Correct answer.

Explanation

Route and address information about customers is not yours to release, and media inquiries go through the designated channel. Referring the caller upward protects customer privacy and keeps the response consistent.

Question 42Work Scenarios (situational judgment in postal work contexts)

You finish your assigned work with time left before your scheduled break. What is the best use of the time?

  1. Take an early break and relax
  2. Start your route early without telling anyone
  3. Use your phone in the break room until the bell
  4. Check with the supervisor for another task Correct answer.

Explanation

Paid work time should be spent on assigned work, and a supervisor decides what comes next. Leaving early or extending a break without approval disrupts coverage and timekeeping.

Question 43Work Scenarios (situational judgment in postal work contexts)

A new safety rule requires a short training you have not taken, and your shift starts in an hour. What should you do?

  1. Complete the training before starting work Correct answer.
  2. Skip it because you have done the job for years
  3. Read the rule later at home on your own time
  4. Ask a coworker to sign you in

Explanation

Required safety training must be completed before performing the covered work, regardless of experience. Having someone sign for you or postponing it leaves you untrained on the floor.

Question 44Work Scenarios (situational judgment in postal work contexts)

A customer moves and asks you to just give their mail to the new tenants. What should you do?

  1. Tell them to sort it out with the tenants
  2. Explain the change-of-address process to them Correct answer.
  3. Leave the mail in the box for whoever takes it
  4. Agree and hand over any mail you have

Explanation

Mail can only be redirected through an official change of address, and it cannot be released to people who are not the addressee. Explaining the process gives the customer a lawful way to get their mail.

Question 45Work Scenarios (situational judgment in postal work contexts)

You realize you forgot to scan a delivery confirmation for a parcel you already delivered. What should you do?

  1. Report the missed scan to your supervisor Correct answer.
  2. Ignore it; one scan will not matter
  3. Scan it now and pretend it was on time
  4. Ask a coworker to scan it from their device

Explanation

Scan records affect customer tracking and service measurement, so errors must be reported rather than covered up. The supervisor can determine how the record should be corrected.

Question 46Work Scenarios (situational judgment in postal work contexts)

Two supervisors give you conflicting instructions about which route to run first. What is the best action?

  1. Ask both supervisors to clarify before you start Correct answer.
  2. Choose the route you prefer
  3. Run both routes at the same time
  4. Wait until one supervisor leaves and follow the other

Explanation

Conflicting directions should be resolved by clarifying with the supervisors so that one clear instruction stands. Choosing on your own or waiting out a supervisor creates delays and leaves accountability unclear.

Question 47Work Scenarios (situational judgment in postal work contexts)

You see a coworker lift a heavy sack with a jerking motion and wince. What is the best response?

  1. Say nothing; it is not your business
  2. Take the sack from them without a word
  3. Suggest a team lift and proper technique Correct answer.
  4. Report them for unsafe behavior immediately

Explanation

Safety is a shared responsibility, and the first step is helping a coworker avoid injury with a team lift and correct method. Immediate formal reporting is not the first move when a direct, respectful suggestion will do.

Question 48Work Scenarios (situational judgment in postal work contexts)

A customer insists their package was delivered, but tracking shows it was never scanned at their address. What should you do?

  1. Promise to replace the package personally
  2. Tell them tracking is always right and close the case
  3. Ask them to check with neighbors and leave it at that
  4. Listen, gather details, and start a package inquiry Correct answer.

Explanation

The customer's concern deserves a real investigation, so you gather the relevant details and open the proper inquiry. Dismissing the claim or promising personal replacement goes beyond what the process allows.

Question 49Work Scenarios (situational judgment in postal work contexts)

While emptying a collection box, you find a wallet with cash inside. What should you do?

  1. Give it to a coworker to handle
  2. Turn the wallet in intact to the supervisor Correct answer.
  3. Keep the cash and mail the wallet
  4. Leave it in the box for the owner to retrieve

Explanation

Found property must be turned in whole, with its contents intact, so it can be logged and returned to the owner. Removing cash or leaving the item in the box exposes it to loss and you to suspicion.

Question 50Work Scenarios (situational judgment in postal work contexts)

Your scanner battery dies halfway through your route. What should you do?

  1. Skip the remaining scans and just finish the route
  2. Use your personal phone to scan the parcels
  3. Borrow a scanner from a customer
  4. Tell your supervisor and use the backup method Correct answer.

Explanation

Equipment failures should be reported so the supervisor can authorize the backup procedure and keep the delivery record accurate. Improvising with personal devices or skipping scans leaves gaps in the record.