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 identi-
fy mailing needs, ensures
customers complete re-
quired forms before they
reach the window, and
answers customer ques-
tions.
3. Lead Sales & Services Associate (LSSA) Maintains a comprehen-
sive working knowledge
of regulations ruling pol-
icy and procedures relat-
ing to all phases of retail
services. Provides techni-
cal guidance to retail em-
ployees assigned to the
unit, informing them of
changes or clarifications in
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
policies, procedures, op-
erations, or regulations.
4. Postmaster/Manager Business leaders and
community anchors that
make local contacts the
postal service needs to in-
crease its share of the
shipping maket.
5. Sales & Services Associate (SSA) Your teammates. You sup-
port each other by ensur-
ing the correct process-
es are followed and cus-
tomer needs are met, as
well as educate customers
on our products and ser-
vices.
6. Supervisor Responsible for manag-
ing post office day-to-day
operations and ensuring
that employees are prop-
erly trained and well-in-
formed.
7. A customer needs an item to arrive "as soon as possi- Priority Mail Express
ble," what is the best service for them? (PME)
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
8. A customer states: "Delivery in the next few days Priority Mail Express
would be fine." What is the best service for them? (PME) or Priority Mail
(PM)
9. A customer states: "I am not in a hurry, just give me Ground Advantage (GA)
the cheapest rate." What is the best service for them?
10. Postal Service employees operate under a mandate to Custody
protect and preserve the mail placed in its:
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 Deliver a first impression
(SSA) to start the customer experience on a positive
note is to:
13. The type of communication that can enhance or con- Non-verbal Communica-
tradict messages is: tion.
14. The approach a Sales & Services Associate (SSA) can A+G.I.S.T.
use to engage our customers and ensure their needs
are met is:
15. Why is maintaining the security and sanctity of the Instills customer confi-
mail one of the core responsibilities of the postal ser- dence
vice?
16. Successful sales transactions occur when the Sales & Makes an informal mutu-
Services Associate (SSA): al decision with the cus-
tomer on products/ser-
vices
17. What is the most positive way to impact customer Provide world-class cus-
perception of the Post Office? tomer service
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 identi-
fy mailing needs, ensures
customers complete re-
quired forms before they
reach the window, and
answers customer ques-
tions.
3. Lead Sales & Services Associate (LSSA) Maintains a comprehen-
sive working knowledge
of regulations ruling pol-
icy and procedures relat-
ing to all phases of retail
services. Provides techni-
cal guidance to retail em-
ployees assigned to the
unit, informing them of
changes or clarifications in
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
policies, procedures, op-
erations, or regulations.
4. Postmaster/Manager Business leaders and
community anchors that
make local contacts the
postal service needs to in-
crease its share of the
shipping maket.
5. Sales & Services Associate (SSA) Your teammates. You sup-
port each other by ensur-
ing the correct process-
es are followed and cus-
tomer needs are met, as
well as educate customers
on our products and ser-
vices.
6. Supervisor Responsible for manag-
ing post office day-to-day
operations and ensuring
that employees are prop-
erly trained and well-in-
formed.
7. A customer needs an item to arrive "as soon as possi- Priority Mail Express
ble," what is the best service for them? (PME)
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
8. A customer states: "Delivery in the next few days Priority Mail Express
would be fine." What is the best service for them? (PME) or Priority Mail
(PM)
9. A customer states: "I am not in a hurry, just give me Ground Advantage (GA)
the cheapest rate." What is the best service for them?
10. Postal Service employees operate under a mandate to Custody
protect and preserve the mail placed in its:
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 Deliver a first impression
(SSA) to start the customer experience on a positive
note is to:
13. The type of communication that can enhance or con- Non-verbal Communica-
tradict messages is: tion.
14. The approach a Sales & Services Associate (SSA) can A+G.I.S.T.
use to engage our customers and ensure their needs
are met is:
15. Why is maintaining the security and sanctity of the Instills customer confi-
mail one of the core responsibilities of the postal ser- dence
vice?
16. Successful sales transactions occur when the Sales & Makes an informal mutu-
Services Associate (SSA): al decision with the cus-
tomer on products/ser-
vices
17. What is the most positive way to impact customer Provide world-class cus-
perception of the Post Office? tomer service
