USPS Sales & Services Associate Training || Trusted
Questions & Correct Solutions.
Perception is correct answers Reality
What are our goals? correct answers Grow revenue, increase market share, develop lifetime
customers.
What are some non-verbal communication cues? correct answers Body movement, facial
expressions, personal space.
The SSA shows communication is occurring when they ask the hazmat question? correct
answers True.
Communication skills require you to practice actively attending. What does S.O.L.E.R.
represent? correct answers Squarely face the person. Open your posture. Lean towards the
sender. Eye contact. Relax.
What is a value proposition? correct answers The value to the customer of the product features
and benefits....how the customer feels the product meets their needs.
What is "need satisfaction selling"? correct answers The understanding of a customer's needs
through the use of probing questions and careful listening.
What are some examples of the use of the "language of needs"? correct answers I need, I want,
I'm looking for, It's important, etc.
When you sell maximum value you are meeting the customer's __________. correct answers
Needs.
What is a need? correct answers A desire to improve or accomplish something.
An informed mutual decision with the customer on service/products is ___________. correct
answers A successful sales transaction.
What does G.I.S.T. stand for in the processing of engaging customers? correct answers Greet,
Inquire, Suggest, Thank.
A common myth in communication is that listeners receive the same ______ all the time. correct
answers Message.
If you ask a customer if they would like to send a package Priority Mail Express, which is
guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what park of
G.I.S.T. would this be? correct answers Suggest.
, Once you determine how a customer wants to mail a package and have offered additional
insurance, what additional products may you suggest? correct answers Stamps, PO Boxes,
money orders, packaging supplies, greeting cards, passports.
What is the maximum weight for any package? correct answers 70 lbx.
How do you determine the dimensions of a mailpiece? correct answers Combine the length plus
girth.
What are the 5 processing categories? correct answers Letters, flats (large envelopes),
machinable parcels (SPRS), irregular parcels and outside parcels (both non-machinable).
What is our "Retail Motto"? correct answers Clean, stocked and Friendly...Everyday!.
What is the maximum length and girth (combined) for a parcel? correct answers 130" for
standard post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? correct answers Packages weighing less than 20 lbs that
measure over 84" but not more than 108" (length + girth combined) that are shipped Priority mail
zones 104 or Standard to all zones.
If an article meets the size qualifications for a large envelope (flat) but is rigid...what price
category is it charged? correct answers Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price category is it
charged? correct answers Flat (large envelope).
What is a customer charged when a balloon surcharge applies? correct answers 20 lb rate.
When is DIM (dimensional) weight applied? correct answers Only for Priority packages which
exceed 1 cubic foot and are mailed zones 5-8.
Dimensional weight pricing is determined by length, width and thickness (height) and
__________. correct answers Weight.
What is the only article that can possibly have a non-machinable surcharge? correct answers
Letter.
If an article is too heavy, too large or too small it is ______________. correct answers Non-
mailable.
How does knowing the products you sell benefit customers and the post office? correct answers
Strengthens communication skills, boosts enthusiasm, and assists in overcoming concerns.
Name some benefits of Priority Mail Express. correct answers Fastest shipping, guaranteed
delivery, delivery 365 days per year (even Sundays and Holidays), no residential surcharges, no
Questions & Correct Solutions.
Perception is correct answers Reality
What are our goals? correct answers Grow revenue, increase market share, develop lifetime
customers.
What are some non-verbal communication cues? correct answers Body movement, facial
expressions, personal space.
The SSA shows communication is occurring when they ask the hazmat question? correct
answers True.
Communication skills require you to practice actively attending. What does S.O.L.E.R.
represent? correct answers Squarely face the person. Open your posture. Lean towards the
sender. Eye contact. Relax.
What is a value proposition? correct answers The value to the customer of the product features
and benefits....how the customer feels the product meets their needs.
What is "need satisfaction selling"? correct answers The understanding of a customer's needs
through the use of probing questions and careful listening.
What are some examples of the use of the "language of needs"? correct answers I need, I want,
I'm looking for, It's important, etc.
When you sell maximum value you are meeting the customer's __________. correct answers
Needs.
What is a need? correct answers A desire to improve or accomplish something.
An informed mutual decision with the customer on service/products is ___________. correct
answers A successful sales transaction.
What does G.I.S.T. stand for in the processing of engaging customers? correct answers Greet,
Inquire, Suggest, Thank.
A common myth in communication is that listeners receive the same ______ all the time. correct
answers Message.
If you ask a customer if they would like to send a package Priority Mail Express, which is
guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what park of
G.I.S.T. would this be? correct answers Suggest.
, Once you determine how a customer wants to mail a package and have offered additional
insurance, what additional products may you suggest? correct answers Stamps, PO Boxes,
money orders, packaging supplies, greeting cards, passports.
What is the maximum weight for any package? correct answers 70 lbx.
How do you determine the dimensions of a mailpiece? correct answers Combine the length plus
girth.
What are the 5 processing categories? correct answers Letters, flats (large envelopes),
machinable parcels (SPRS), irregular parcels and outside parcels (both non-machinable).
What is our "Retail Motto"? correct answers Clean, stocked and Friendly...Everyday!.
What is the maximum length and girth (combined) for a parcel? correct answers 130" for
standard post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? correct answers Packages weighing less than 20 lbs that
measure over 84" but not more than 108" (length + girth combined) that are shipped Priority mail
zones 104 or Standard to all zones.
If an article meets the size qualifications for a large envelope (flat) but is rigid...what price
category is it charged? correct answers Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price category is it
charged? correct answers Flat (large envelope).
What is a customer charged when a balloon surcharge applies? correct answers 20 lb rate.
When is DIM (dimensional) weight applied? correct answers Only for Priority packages which
exceed 1 cubic foot and are mailed zones 5-8.
Dimensional weight pricing is determined by length, width and thickness (height) and
__________. correct answers Weight.
What is the only article that can possibly have a non-machinable surcharge? correct answers
Letter.
If an article is too heavy, too large or too small it is ______________. correct answers Non-
mailable.
How does knowing the products you sell benefit customers and the post office? correct answers
Strengthens communication skills, boosts enthusiasm, and assists in overcoming concerns.
Name some benefits of Priority Mail Express. correct answers Fastest shipping, guaranteed
delivery, delivery 365 days per year (even Sundays and Holidays), no residential surcharges, no
