USPS Exam 421
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1. Sales & Services Distribution Associate (SSDA): Performs many of the same duties of an SSA;
however, they also support the back office distribution functions.
2. Lobby Assistant: Helps customers with package pick-ups identify mailing needs, ensures customers com-
plete required forms before they reach the window, and answers customer questions.
3. Lead Sales & Services Associate (LSSA): Maintains a comprehensive working knowledge of
regulations ruling policy and procedures relating to all phases of retail services. Provides technical guidance to retail
employees assigned to the unit, informing them of changes or clarifications in policies, procedures, operations, or
regulations.
4. Postmaster/Manager: Business leaders and community anchors that make local contacts the postal
service needs to increase its share of the shipping maket.
5. Sales & Services Associate (SSA): Your teammates. You support each other by ensuring the correct
processes are followed and customer needs are met, as well as educate customers on our products and services.
6. Supervisor: Responsible for managing post office day-to-day operations and ensuring that employees are
properly trained and well-informed.
7. A customer needs an item to arrive "as soon as possible," what is the best
service for them?: Priority Mail Express (PME)
8. A customer states: "Delivery in the next few days would be fine." What is the
best service for them?: Priority Mail Express (PME) or Priority Mail (PM)
9. A customer states: "I am not in a hurry, just give me the cheapest rate." What
is the best service for them?: Ground Advantage (GA)
10. Postal Service employees operate under a mandate to protect and preserve
the mail placed in its:: Custody
11. A violation of the security and sanctity of the mail is:: Failing to deliver the mail
12. The first opportunity for a Sales & Services Associate (SSA) to start the
customer experience on a positive note is to:: Deliver a first impression
13. The type of communication that can enhance or contradict messages is:: -
Non-verbal Communication.
14. The approach a Sales & Services Associate (SSA) can use to engage our
customers and ensure their needs are met is:: A+G.I.S.T.
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
15. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the postal service?: Instills customer confidence
16. Successful sales transactions occur when the Sales & Services Associate
(SSA):: Makes an informal mutual decision with the customer on products/services
17. What is the most positive way to impact customer perception of the Post
Office?: Provide world-class customer service
18. The US Postal Service is the only delivery service that reaches:: Every address in the
nation six days a week
19. An organized workstation creates a more ____ workplace.: Efficient
20. How a Sales & Services Associate (SSA) conducts themselves on the job
affects the:: Postal brand
21. An active listening technique used to create a successful transaction is
called:: Clarifying
22. One of the first things a customer notices about a Sales & Services Associate
(SSA) is their:: Personal appearance
23. The primary law enforcement for the US Postal Service is the:: US Postal Inspection
Service
24. You must have what ability when building customer relationships?: Ability to
adapt
25. What is the first step in the G.I.S.T. sales process?: Greet
26. What skill do you need to build a comfortable rapport with customers?: Ability
to communicate
27. What is the second step in the G.I.S.T. sales process?: Inquire
28. What is especially important in today's competitive market when dealing
with a customer?: Their perception of you
29. What locations do customers enter and recognize you as the Postal Service?-
: Retail area
30. What is the third step in the G.I.S.T. sales process?: Suggest
31. What do you provide customers with when you develop positive interactions
with them?: Customer satisfaction
32. What is the fourth step in the G.I.S.T. sales process?: Thank
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
33. What is removing merchandise, money, or coupons from undeliverable bulk
business mail considered?: Postal theft
34. Which product(s) offers a money back guarantee?: Priority Mail Express (PME)
35. Which product(s) includes tracking?: PME, PM, & GA
36. Which product(s) include $100 in insurance?: PME, PM, & GA
37. Which product(s) offers free packaging?: PME & PM
38. Which product(s) offers flat-rate prices?: PME & PM
39. What is the delivery standard for Priority Mail Express (PME)?: 1-2 business days
guaranteed
40. What is the delivery standard for Priority Mail (PM)?: 1, 2, or 3 business days
41. What is the delivery standard for Ground Advantage (GA)?: 2-5 business days
42. Tracking is included for all products except:: Bound Printed Matter (BPM)
43. $100 insurance is included for all products except:: First Class Mail
44. What is the maximum weight the Post Office may ship?: 70 lbs
45. What are the maximum dimensions the Post Office may ship?: 108in length and
girth
46. Preferred services that usually offer the customer the best value is:: Priority Mail
Express (PME) & Priority Mail (PM)
47. A customer wants to mail fewer than 5,000 flat-sized mail pieces to everyone
in a specific area. The SSA may offer the service:: Every Door Direct Mail (EDDM)
48. First Class mail consists of greeting cards, statements, bills, and ____: Business
documents
49. Any mailable item weighing ____ or less can be sent First Class mail.: 13 oz
50. A priority Mail Express (PME) customer is entitled to a refund if the item
was:: Delivered to the recipient late
51. What is the minimum amount of time that a customer may request a hold
on their mail?: 3 days
52. Regardless of weight up to 70lbs, the price that applies to Ground Advantage
(GA) parcels measuring over 108in, but not more than 130in combined length
and girth is:: Oversized pricing
53. What must be presented before a customer can pick up their mail at the Post
Office?: A valid ID
Study online at https://quizlet.com/_dg3rxs
1. Sales & Services Distribution Associate (SSDA): Performs many of the same duties of an SSA;
however, they also support the back office distribution functions.
2. Lobby Assistant: Helps customers with package pick-ups identify mailing needs, ensures customers com-
plete required forms before they reach the window, and answers customer questions.
3. Lead Sales & Services Associate (LSSA): Maintains a comprehensive working knowledge of
regulations ruling policy and procedures relating to all phases of retail services. Provides technical guidance to retail
employees assigned to the unit, informing them of changes or clarifications in policies, procedures, operations, or
regulations.
4. Postmaster/Manager: Business leaders and community anchors that make local contacts the postal
service needs to increase its share of the shipping maket.
5. Sales & Services Associate (SSA): Your teammates. You support each other by ensuring the correct
processes are followed and customer needs are met, as well as educate customers on our products and services.
6. Supervisor: Responsible for managing post office day-to-day operations and ensuring that employees are
properly trained and well-informed.
7. A customer needs an item to arrive "as soon as possible," what is the best
service for them?: Priority Mail Express (PME)
8. A customer states: "Delivery in the next few days would be fine." What is the
best service for them?: Priority Mail Express (PME) or Priority Mail (PM)
9. A customer states: "I am not in a hurry, just give me the cheapest rate." What
is the best service for them?: Ground Advantage (GA)
10. Postal Service employees operate under a mandate to protect and preserve
the mail placed in its:: Custody
11. A violation of the security and sanctity of the mail is:: Failing to deliver the mail
12. The first opportunity for a Sales & Services Associate (SSA) to start the
customer experience on a positive note is to:: Deliver a first impression
13. The type of communication that can enhance or contradict messages is:: -
Non-verbal Communication.
14. The approach a Sales & Services Associate (SSA) can use to engage our
customers and ensure their needs are met is:: A+G.I.S.T.
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
15. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the postal service?: Instills customer confidence
16. Successful sales transactions occur when the Sales & Services Associate
(SSA):: Makes an informal mutual decision with the customer on products/services
17. What is the most positive way to impact customer perception of the Post
Office?: Provide world-class customer service
18. The US Postal Service is the only delivery service that reaches:: Every address in the
nation six days a week
19. An organized workstation creates a more ____ workplace.: Efficient
20. How a Sales & Services Associate (SSA) conducts themselves on the job
affects the:: Postal brand
21. An active listening technique used to create a successful transaction is
called:: Clarifying
22. One of the first things a customer notices about a Sales & Services Associate
(SSA) is their:: Personal appearance
23. The primary law enforcement for the US Postal Service is the:: US Postal Inspection
Service
24. You must have what ability when building customer relationships?: Ability to
adapt
25. What is the first step in the G.I.S.T. sales process?: Greet
26. What skill do you need to build a comfortable rapport with customers?: Ability
to communicate
27. What is the second step in the G.I.S.T. sales process?: Inquire
28. What is especially important in today's competitive market when dealing
with a customer?: Their perception of you
29. What locations do customers enter and recognize you as the Postal Service?-
: Retail area
30. What is the third step in the G.I.S.T. sales process?: Suggest
31. What do you provide customers with when you develop positive interactions
with them?: Customer satisfaction
32. What is the fourth step in the G.I.S.T. sales process?: Thank
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
33. What is removing merchandise, money, or coupons from undeliverable bulk
business mail considered?: Postal theft
34. Which product(s) offers a money back guarantee?: Priority Mail Express (PME)
35. Which product(s) includes tracking?: PME, PM, & GA
36. Which product(s) include $100 in insurance?: PME, PM, & GA
37. Which product(s) offers free packaging?: PME & PM
38. Which product(s) offers flat-rate prices?: PME & PM
39. What is the delivery standard for Priority Mail Express (PME)?: 1-2 business days
guaranteed
40. What is the delivery standard for Priority Mail (PM)?: 1, 2, or 3 business days
41. What is the delivery standard for Ground Advantage (GA)?: 2-5 business days
42. Tracking is included for all products except:: Bound Printed Matter (BPM)
43. $100 insurance is included for all products except:: First Class Mail
44. What is the maximum weight the Post Office may ship?: 70 lbs
45. What are the maximum dimensions the Post Office may ship?: 108in length and
girth
46. Preferred services that usually offer the customer the best value is:: Priority Mail
Express (PME) & Priority Mail (PM)
47. A customer wants to mail fewer than 5,000 flat-sized mail pieces to everyone
in a specific area. The SSA may offer the service:: Every Door Direct Mail (EDDM)
48. First Class mail consists of greeting cards, statements, bills, and ____: Business
documents
49. Any mailable item weighing ____ or less can be sent First Class mail.: 13 oz
50. A priority Mail Express (PME) customer is entitled to a refund if the item
was:: Delivered to the recipient late
51. What is the minimum amount of time that a customer may request a hold
on their mail?: 3 days
52. Regardless of weight up to 70lbs, the price that applies to Ground Advantage
(GA) parcels measuring over 108in, but not more than 130in combined length
and girth is:: Oversized pricing
53. What must be presented before a customer can pick up their mail at the Post
Office?: A valid ID
