SSA Academy Exam Questions and
Answers
Postal Service employees operate under the mandate to protect and preserve the mail
placed in its:
a) Contracted postal units
b) Custody
c) Mailboxes
d) Post office lobbies - Answers -b) Custody
A violation of the security and sanctity of the mail is:
a) Delivering the mail late
b) Failing to deliver the mail
c) Redirecting misspent mail
d) Returning undeliverable mail - Answers -b) Failing to deliver the mail
The first opportunity of a Sales and Services Associate (SSA) to start the customer
experience on a positive note is to:
a) Deliver a first impression
b) Offer stamps or other products
c) Thank the customer
d) Wear the appropriate uniform - Answers -a) Deliver a first impression
The type of communication that can enhance or contradict messages is:
a) Formal communication
b) Informal communication
c) Non-verbal communication
d) Verbal communication - Answers -c) Non-verbal communication
The approach a Sales and Services Associate (SSA) can use to engage our customers
and ensure their needs are met is:
a) G.I.S.T.
b) Greeting customers
c) Retail Customer Experience (RCE)
d) The first impression - Answers -a) G.I.S.T.
For a mailpiece to be considered a flat-sized mailpiece it must pass the:
a) Dimension test
b) Flexibility test
c) Postal test
d) Square test - Answers -b) Flexibility test
,Why is maintaining the security and sanctity of the mail one of the core responsibilities
of the Postal Service?
a) Assists in keeping prices low
b) Assist in providing quality products/services
c) Decreases theft of the mail
d) Instills customer confidence - Answers -d) Instills customer confidence
Successful sales transactions occur when the Sales and Services Associate (SSA):
a) Assumes the customer does not know what product/service is needed
b) Lets the customer know the competition has cheaper products/services
c) Makes an informed mutual decision with the customer on products/services
d) Sells the cheapest product/service available at the Postal Service - Answers -c)
Makes an informed mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office?
a) Decrease the postage prices
b) Expand the product line
c) Extend the lobby hours
d) Provide excellent customer service - Answers -d) Provide excellent customer service
The US Postal Service is the only delivery service that reaches:
a) Every address in the nation
b) Every international address
c) Only business addresses
d) Only rural addresses - Answers -a) Every address in the nation
An organized workstation creates a more _______ workplace.
a) Beautiful
b) Efficient
c) Flexible
d) Inviting - Answers -b) Efficient
How a Sales and Services Associate (SSA) conducts themselves on the job effects the:
a) Bottom line
b) Postal brand
c) Retail window
d) Supervisor scores - Answers -b) Postal brand
An active listening technique used to create a successful transaction is called:
a) Clarifying
b) Communicating
c) Requesting
d) Surveying - Answers -a) Clarifying
, One of the first things a customer notices about the Sales and Services Associate
(SSA) is their:
a) Body language
b) Personal appearance
c) Product knowledge
d) Voice - Answers -b) Personal appearance
The primary law enforcement for the USPS is the:
a) Dept of Homeland Security
b) Office of the Inspector General
c) Postal Inspection Service
d) Postal Police - Answers -c) Postal Inspection Service
The minimum length of a letter is how many inches long?
a) 3.5 inches
b) 5 inches
c) 6 inches
d) 6.5 inches - Answers -b) 5 inches
The maximum size for a flat-sized mailpiece is:
a) 3.5 x 6 inches
b) 4.25 x 6 inches
c) 10 x 10 inches
d) 12 x 15 inches - Answers -d) 12 x 15 inches
A machinable parcel cannot weigh more than:
a) 20 pounds
b) 25 pounds
c) 30 pounds
d) 35 pounds - Answers -b) 25 pounds
A parcel that is more than 70 pounds is:
a) Nonmachinable
b) Nonmailable
c) Priority express mail
d) USPS Retail Ground Mail - Answers -b) Nonmailable
Nonmachinable surcharges will be applied to First Class letters when the item is:
a) A tube smaller than 26 inches
b) In a flat-rate Priority mail box
c) In a Tyvek Priority mail envelope
d) Is polybagged or polywrapped - Answers -d) Is polybagged or polywrapped
The minimum size of a postcard is the same size as a:
a) Flat
b) Letter
Answers
Postal Service employees operate under the mandate to protect and preserve the mail
placed in its:
a) Contracted postal units
b) Custody
c) Mailboxes
d) Post office lobbies - Answers -b) Custody
A violation of the security and sanctity of the mail is:
a) Delivering the mail late
b) Failing to deliver the mail
c) Redirecting misspent mail
d) Returning undeliverable mail - Answers -b) Failing to deliver the mail
The first opportunity of a Sales and Services Associate (SSA) to start the customer
experience on a positive note is to:
a) Deliver a first impression
b) Offer stamps or other products
c) Thank the customer
d) Wear the appropriate uniform - Answers -a) Deliver a first impression
The type of communication that can enhance or contradict messages is:
a) Formal communication
b) Informal communication
c) Non-verbal communication
d) Verbal communication - Answers -c) Non-verbal communication
The approach a Sales and Services Associate (SSA) can use to engage our customers
and ensure their needs are met is:
a) G.I.S.T.
b) Greeting customers
c) Retail Customer Experience (RCE)
d) The first impression - Answers -a) G.I.S.T.
For a mailpiece to be considered a flat-sized mailpiece it must pass the:
a) Dimension test
b) Flexibility test
c) Postal test
d) Square test - Answers -b) Flexibility test
,Why is maintaining the security and sanctity of the mail one of the core responsibilities
of the Postal Service?
a) Assists in keeping prices low
b) Assist in providing quality products/services
c) Decreases theft of the mail
d) Instills customer confidence - Answers -d) Instills customer confidence
Successful sales transactions occur when the Sales and Services Associate (SSA):
a) Assumes the customer does not know what product/service is needed
b) Lets the customer know the competition has cheaper products/services
c) Makes an informed mutual decision with the customer on products/services
d) Sells the cheapest product/service available at the Postal Service - Answers -c)
Makes an informed mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office?
a) Decrease the postage prices
b) Expand the product line
c) Extend the lobby hours
d) Provide excellent customer service - Answers -d) Provide excellent customer service
The US Postal Service is the only delivery service that reaches:
a) Every address in the nation
b) Every international address
c) Only business addresses
d) Only rural addresses - Answers -a) Every address in the nation
An organized workstation creates a more _______ workplace.
a) Beautiful
b) Efficient
c) Flexible
d) Inviting - Answers -b) Efficient
How a Sales and Services Associate (SSA) conducts themselves on the job effects the:
a) Bottom line
b) Postal brand
c) Retail window
d) Supervisor scores - Answers -b) Postal brand
An active listening technique used to create a successful transaction is called:
a) Clarifying
b) Communicating
c) Requesting
d) Surveying - Answers -a) Clarifying
, One of the first things a customer notices about the Sales and Services Associate
(SSA) is their:
a) Body language
b) Personal appearance
c) Product knowledge
d) Voice - Answers -b) Personal appearance
The primary law enforcement for the USPS is the:
a) Dept of Homeland Security
b) Office of the Inspector General
c) Postal Inspection Service
d) Postal Police - Answers -c) Postal Inspection Service
The minimum length of a letter is how many inches long?
a) 3.5 inches
b) 5 inches
c) 6 inches
d) 6.5 inches - Answers -b) 5 inches
The maximum size for a flat-sized mailpiece is:
a) 3.5 x 6 inches
b) 4.25 x 6 inches
c) 10 x 10 inches
d) 12 x 15 inches - Answers -d) 12 x 15 inches
A machinable parcel cannot weigh more than:
a) 20 pounds
b) 25 pounds
c) 30 pounds
d) 35 pounds - Answers -b) 25 pounds
A parcel that is more than 70 pounds is:
a) Nonmachinable
b) Nonmailable
c) Priority express mail
d) USPS Retail Ground Mail - Answers -b) Nonmailable
Nonmachinable surcharges will be applied to First Class letters when the item is:
a) A tube smaller than 26 inches
b) In a flat-rate Priority mail box
c) In a Tyvek Priority mail envelope
d) Is polybagged or polywrapped - Answers -d) Is polybagged or polywrapped
The minimum size of a postcard is the same size as a:
a) Flat
b) Letter
