USPS Sales & Services Associate Training Final Exam Questions With Answers, Latest Updated GRADED A+.

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 Questions With Correct GRADED A+ 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. When are balloon surcharges applied? - ANSWER Less than 20 lbs and the dimensions are greater than 84" length + girth combined. Standard Post to all zones and Priority mail only to zones 1-4 [Remember Priority zones 5-8 will be Dimensional charges for that size package] What are our Package Services? - ANSWER Standard Post, Bound Printed Matter, Media Mail and Library Mail. These are NOT sealed against Postal inspection. What is an Oversized Package? - ANSWER Standard Post packages that measure more than 108" but less than 130" length + girth combined. What is Media Mail's content limited to? - ANSWER Books, sound recordings, recorded video tapes, printed music, recorded computer-readable media (DVD's and CD's). What are some extra services we offer on packages? - ANSWER Registered Mail, Return Receipt, Return Receipt for Merchandise, Restricted Delivery, USPS Tracking (delivery confirmation), Signature Confirmation, Collect on Delivery, Certified Mail and Certificate of Mailing. What are the four categories of International Mail? - ANSWER 1st class mail international, Priority mail international, Priority Express international and Global Express Guaranteed. What is written or typed at the bottom of an international article? - ANSWER The country name in all capital letters. What is the maximum value for dutiable (international) merchandise? - ANSWER $400. What are the maximum weights for Priority Mail International Flat rate products? - ANSWER Flat rate envelopes and small flat rate boxes have a 4 lb limit. Medium and Large flat rate boxes have a 20 lb limit. What are some features and benefits of Priority Mail Express International? - ANSWER Fast; $100 insurance (updated to $200); maximum weight 70 lbs; money back guarantee to certain destinations; tracking service available; free packaging; online postage incentives; can purchase additional insurance up to $5,000; return receipt services. What are some features and benefits of Global Express Guaranteed? - ANSWER Delivery in 1-3 business days; money-back guarantee to certain destinations; includes delivery status information; weight limits from 22-70 lbs depending on the country; $100 liability insurance; can purchase up to $2499 additional insurance. Shipping Services are those products in which the Postal Service is competitive with other delivery companies. What services does this include? - ANSWER Priority Mail Express, Priority Mail, Parcel Select, Parcel Return Service. What are the extra services that can be applied to Priority Mail Express? - ANSWER Return receipt, additional insurance, collect on delivery. What are some features/benefits of Priority Mail? - ANSWER 2-3 day delivery; free packaging and supplies; affordable. What day of the month do you place Notice 32, Box Rent Service Fee Dues, in the PO Box? - ANSWER 1st. How many different sizes of PO Boxes are offered? - ANSWER 5. If a PO Box is rented on July 17th, when would the 6 month renewal due date be? - ANSWER Jan 31st. If a PO Box is rented on May 13th, when would the 6 month renewal due date be? - ANSWER Oct 31st. EMAIL ME: For help with report, Assignment, Essay and thesis writing What two forms of ID are required for a customer to open a PO Box? - ANSWER Photo ID and an additional non-photo ID such as a corporate ID, passport, proof of vehicle insurance or vehicle registration, current deed or lease, state or government issued ID, military ID, university ID, alien registration card, certificate of naturalization, or home insurance policy. How many keys are assigned to the customer when renting a PO Box? - ANSWER 2. When opening a PO Box, if the information on the form does not match that on the ID, further verification procedures must be conducted to substantiate that the applicant resides or conducts business at the address shown. How many days are you allowed to complete the verification? - ANSWER 3 business days.