USPS Sales & Services Associate Training
Study online at https://quizlet.com/_59vavy
1. Perception is Reality
2. What are our goals? Grow revenue, increase
market share, develop
lifetime customers.
3. What are some non-verbal communication Body movement, facial
cues? expressions, personal
space.
4. The SSA shows communication is occurring True.
when they ask the hazmat question?
5. Communication skills require you to practice Squarely face the per-
actively attending. What does S.O.L.E.R. repre- son. Open your pos-
sent? ture. Lean towards the
sender. Eye contact.
Relax.
6. What is a value proposition? The value to the cus-
tomer of the prod-
uct features and bene-
fits....how the customer
feels the product meets
their needs.
7. What is "need satisfaction selling"? The understanding of
a customer's needs
through the use of prob-
ing questions and care-
ful listening.
8. What are some examples of the use of the "lan- I need, I want, I'm look-
guage of needs"? ing for, It's important,
etc.
9. When you sell maximum value you are meeting Needs.
the customer's __________.
10. What is a need?
, USPS Sales & Services Associate Training
Study online at https://quizlet.com/_59vavy
A desire to improve or
accomplish something.
11. An informed mutual decision with the customer A successful sales
on service/products is ___________. transaction.
12. What does G.I.S.T. stand for in the processing of Greet, Inquire, Suggest,
engaging customers? Thank.
13. A common myth in communication is that listen- Message.
ers receive the same ______ all the time.
14. If you ask a customer if they would like to send a Suggest.
package Priority Mail Express, which is guaran-
teed to arrive tomorrow, with $100 insurance and
tracking included.....what park of G.I.S.T. would
this be?
15. Once you determine how a customer wants to Stamps, PO Boxes,
mail a package and have offered additional in- money orders, packag-
surance, what additional products may you sug- ing supplies, greeting
gest? cards, passports.
16. What is the maximum weight for any package? 70 lbx.
17. How do you determine the dimensions of a mail- Combine the length
piece? plus girth.
18. What are the 5 processing categories? Letters, flats (large en-
velopes), machinable
parcels (SPRS), ir-
regular parcels and
outside parcels (both
non-machinable).
19. What is our "Retail Motto"? Clean, stocked and
Friendly...Everyday!.
20. What is the maximum length and girth (com- 130" for standard post
bined) for a parcel? only. Oversize charges
, USPS Sales & Services Associate Training
Study online at https://quizlet.com/_59vavy
will apply for packages
exceeding 108".
21. When are balloon charges applied? Packages weighing less
than 20 lbs that mea-
sure over 84" but not
more than 108" (length
+ girth combined) that
are shipped Priority
mail zones 104 or Stan-
dard to all zones.
22. If an article meets the size qualifications for a Parcel rate.
large envelope (flat) but is rigid...what price cat-
egory is it charged?
23. If a letter size envelope is thicker than 1/4" but Flat (large envelope).
is even in thickness....what price category is it
charged?
24. What is a customer charged when a balloon sur- 20 lb rate.
charge applies?
25. When is DIM (dimensional) weight applied? Only for Priority pack-
ages which exceed 1
cubic foot and are
mailed zones 5-8.
26. Dimensional weight pricing is determined Weight.
by length, width and thickness (height) and
__________.
27. What is the only article that can possibly have a Letter.
non-machinable surcharge?
28. If an article is too heavy, too large or too small it Non-mailable.
is ______________.
29. How does knowing the products you sell benefit Strengthens communi-
customers and the post office? cation skills, boosts en-
Study online at https://quizlet.com/_59vavy
1. Perception is Reality
2. What are our goals? Grow revenue, increase
market share, develop
lifetime customers.
3. What are some non-verbal communication Body movement, facial
cues? expressions, personal
space.
4. The SSA shows communication is occurring True.
when they ask the hazmat question?
5. Communication skills require you to practice Squarely face the per-
actively attending. What does S.O.L.E.R. repre- son. Open your pos-
sent? ture. Lean towards the
sender. Eye contact.
Relax.
6. What is a value proposition? The value to the cus-
tomer of the prod-
uct features and bene-
fits....how the customer
feels the product meets
their needs.
7. What is "need satisfaction selling"? The understanding of
a customer's needs
through the use of prob-
ing questions and care-
ful listening.
8. What are some examples of the use of the "lan- I need, I want, I'm look-
guage of needs"? ing for, It's important,
etc.
9. When you sell maximum value you are meeting Needs.
the customer's __________.
10. What is a need?
, USPS Sales & Services Associate Training
Study online at https://quizlet.com/_59vavy
A desire to improve or
accomplish something.
11. An informed mutual decision with the customer A successful sales
on service/products is ___________. transaction.
12. What does G.I.S.T. stand for in the processing of Greet, Inquire, Suggest,
engaging customers? Thank.
13. A common myth in communication is that listen- Message.
ers receive the same ______ all the time.
14. If you ask a customer if they would like to send a Suggest.
package Priority Mail Express, which is guaran-
teed to arrive tomorrow, with $100 insurance and
tracking included.....what park of G.I.S.T. would
this be?
15. Once you determine how a customer wants to Stamps, PO Boxes,
mail a package and have offered additional in- money orders, packag-
surance, what additional products may you sug- ing supplies, greeting
gest? cards, passports.
16. What is the maximum weight for any package? 70 lbx.
17. How do you determine the dimensions of a mail- Combine the length
piece? plus girth.
18. What are the 5 processing categories? Letters, flats (large en-
velopes), machinable
parcels (SPRS), ir-
regular parcels and
outside parcels (both
non-machinable).
19. What is our "Retail Motto"? Clean, stocked and
Friendly...Everyday!.
20. What is the maximum length and girth (com- 130" for standard post
bined) for a parcel? only. Oversize charges
, USPS Sales & Services Associate Training
Study online at https://quizlet.com/_59vavy
will apply for packages
exceeding 108".
21. When are balloon charges applied? Packages weighing less
than 20 lbs that mea-
sure over 84" but not
more than 108" (length
+ girth combined) that
are shipped Priority
mail zones 104 or Stan-
dard to all zones.
22. If an article meets the size qualifications for a Parcel rate.
large envelope (flat) but is rigid...what price cat-
egory is it charged?
23. If a letter size envelope is thicker than 1/4" but Flat (large envelope).
is even in thickness....what price category is it
charged?
24. What is a customer charged when a balloon sur- 20 lb rate.
charge applies?
25. When is DIM (dimensional) weight applied? Only for Priority pack-
ages which exceed 1
cubic foot and are
mailed zones 5-8.
26. Dimensional weight pricing is determined Weight.
by length, width and thickness (height) and
__________.
27. What is the only article that can possibly have a Letter.
non-machinable surcharge?
28. If an article is too heavy, too large or too small it Non-mailable.
is ______________.
29. How does knowing the products you sell benefit Strengthens communi-
customers and the post office? cation skills, boosts en-
