USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified).

USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified). Perception is - ANSWER Reality What are our goals? - ANSWER Grow revenue, increase market share, develop lifetime customers. What are some non-verbal communication cues? - ANSWER Body movement, facial expressions, personal space. The SSA shows communication is occurring when they ask the hazmat question? - ANSWER True. Communication skills require you to practice actively attending. What does S.O.L.E.R. represent? - ANSWER Squarely face the person. Open your posture. Lean towards the sender. Eye contact. Relax. What is a value proposition? - ANSWER 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"? - ANSWER 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"? - ANSWER I need, I want, I'm looking for, It's important, etc. When you sell maximum value you are meeting the customer's __________. - ANSWER Needs. What is a need? - ANSWER A desire to improve or accomplish something. An informed mutual decision with the customer on service/products is ___________. - ANSWER A successful sales transaction. What does G.I.S.T. stand for in the processing of engaging customers? - ANSWER Greet, Inquire, Suggest, Thank. A common myth in communication is that listeners receive the same ______ all the time. - ANSWER Message. If you ask a customer if they would like to send a package Priority Mail Express, which is USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified). guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what park of G.I.S.T. would this be? - ANSWER Suggest. Once you determine how a customer wants to mail a package and have offered additional insurance, what additional products may you suggest? - ANSWER Stamps, PO Boxes, money orders, packaging supplies, greeting cards, passports. What is the maximum weight for any package? - ANSWER 70 lbx. How do you determine the dimensions of a mailpiece? - ANSWER Combine the length plus girth. What are the 5 processing categories? - ANSWER Letters, flats (large envelopes), machinable parcels (SPRS), irregular parcels and outside parcels (both non-machinable). What is our "Retail Motto"? - ANSWER Clean, stocked and Friendly...Everyday!. What is the maximum length and girth (combined) for a parcel? - ANSWER 130" for standard post only. Oversize charges will apply for packages exceeding 108". When are balloon charges applied? - ANSWER 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? - ANSWER Parcel rate. If a letter size envelope is thicker than 1/4" but is even in thickness....what price category is it charged? - ANSWER Flat (large envelope). What is a customer charged when a balloon surcharge applies? - ANSWER 20 lb rate. When is DIM (dimensional) weight applied? - ANSWER 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 __________. - ANSWER Weight. What is the only article that can possibly have a non-machinable surcharge? - ANSWER Letter. If an article is too heavy, too large or too small it is ______________. - ANSWER Non-mailable. How does knowing the products you sell benefit customers and the post office? - ANSWER Strengthens communication skills, boosts enthusiasm, and assists in overcoming concerns. Name some benefits of Priority Mail Express. - ANSWER Fastest shipping, guaranteed delivery, delivery 365 days per year (even Sundays and Holidays), no residential surcharges, no fuel charges, free tracking, $100 free insurance, signature available, delivery to PO Boxes, flat rate boxes and envelopes, free shipping supplies. Name some benefits of Priority Mail. - ANSWER Normally 2-3 day delivery, free shipping supplies, fast and affordable, flat rate boxes and envelopes that "if it fits, it ships", delivery to every address - even PO Boxes, Saturday delivery at no extra cost, extra services available. What is the maximum amount of insurance you can purchase? - ANSWER $5,000. What is the maximum amount of insurance that can be purchased with Registered Mail? - ANSWER $25,000. What are the 3 ways to add insurance to a package? - ANSWER Online, post office, Kiosk. Can additional insurance be purchased at the window if it has already been purchased online or at the Kiosk? - ANSWER No. What is the maximum weight and size for Priority packages? - ANSWER 70 lbs, 108" length + girth combined. What is EDDM? - ANSWER Every Door Direct Mail. Why is product knowledge important? - ANSWER It provides satisfaction in helping a customer, increases customer knowledge, increases revenue, increases interaction between the SSA and customer, empowers the SSA to be the expert and ensures loyal, satisfied, returning customers. Name some of the benefits of renting a PO Box? - ANSWER Convenient, early delivery, secure, extended hours, affordable, permanent, good business, private. How can you renew a PO Box? - ANSWER Online with a credit/debit card, through an automatic renewal process, self service Kiosk, mail in a check or money order, pay at the post office in person. When does Dimensional Weight (DIM) pricing apply? - ANSWER Priority mail being shipped to zones 5-8 which are larger than 1 cubic foot. What qualifies an article to be classified as 1st class mail? - ANSWER Less than 13 oz, handwritten or typewritten personal correspondence, postcards, and Business Reply Mail.