USPS Sales & Services Associate Training Exam |
Questions and Answers
What is our mission? - ANSWER -Provide ANSWER -One in which you and the customer
trusted, affordable, universal service. make an informed, mutually beneficial decision.
eLearning module 1 20-3
What is the form for filing an insurance claim? - When presenting the value of USPS products and
ANSWER -Form 1000. services, you align that value with? - ANSWER -
eLearning module 16 The customer's needs.
20-3
Perception is________ - ANSWER -Reality.
17-3 What should be the objective of every SSA? -
ANSWER -Selling maximum value to customers
by matching their needs.
What are our goals? - ANSWER -Grow 20-4
revenue, increase market share and develop lifetime
customers.
18-3 What is the driving force behind a customer's
willingness to interact with you, learn about Postal
products, and make a purchase commitment? -
What are the two types of communication and give ANSWER -Needs.
examples of each? - ANSWER -Verbal (spoken 20-5
words) and non-verbal (gestures, expressions, vocal
variety).
19-5 What is need satisfaction selling? - ANSWER -
Recognition that customers buy products to satisfy
their needs.
What are some non-verbal cues? - ANSWER - 20-5
Body movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal
space. What is a need? - ANSWER -A desire to
19-6 improve or accomplish something.
20-6
Listeners receive the same ______ all the time. -
ANSWER -Message. What is the language of needs and some examples?
19-7 - ANSWER -Words and phrases the express
desire.
I want, I need, I hope, I'm looking for, I'm interested
What is S.O.L.E.R.? - ANSWER -Actively in, I wish, My objective.
attending by: Squarely facing the person, Open your 20-6
posture, Lean towards the sender, Eye contact
maintained, Relax while attending.
19-7 What is G.I.S.T.? - ANSWER -Greet, Inquire,
Suggest and Thank.
20-8
What is a successful sales transaction? -
, USPS Sales & Services Associate Training Exam |
Questions and Answers
21-5
What additional products can be suggested? -
ANSWER -Stamps, packaging/shipping (Ready
Post) products, PO Box, passports, money orders. What would cause a flat-size piece to be excluded
20-10 from flat pricing? - ANSWER -Do not meet
flexibility standards, are not uniformly thick, are not
rectangular in shape.
Mailpieces not meeting minimum requirement criteria 21-6
or exceeding certain maximums are_________? -
ANSWER -Non-mailable. There is no fee,
surcharge or additional postage that can make a What is a machinable parcel? - ANSWER -6 oz
non-mailable item mailable. to 25 lbs; minimum size of 3" x 6" x ¼" to maximum
21-3 size of 17" x 17" x 27".
21-7
Non-mailable means that the piece, as designed, is
_______ from the mailstream. - ANSWER - What is an irregular parcel? - ANSWER -Has
Prohibited. ONE of the following characteristics: less than 6" in
21-3 length or 3" in height or 6 oz in weight; rolls/tubes 26"
long or less; articles enclosed in envelopes that are
not letters, flats or machinable parcels.
What are the minimum dimensions of a mail piece 21-8
(letter)? - ANSWER -3 ½" in height, 5" in
length, .007" in thickness, rectangular in shape.
21-3 What are outside parcels? Examples? -
ANSWER -Parcels that because of their size,
shape, density, container type, or the nature of their
What is girth? - ANSWER -The distance around contents, cannot be processed in postal sacks. Metal-
the thickest part of a package. strapped boxes, rolls/tubes more than 26" in length,
21-4 liquid containers, tires, trees.
21-9
What are maximum dimensions for a package? -
ANSWER -70 pounds. 108" length + girth. Up What is a non-machinable surcharge? -
to 130" length + girth for Standard. ANSWER -Charge applied to first-class letter-
21-4 size pieces that meet one or more non-machinable
characteristics and are excluded from automated
processing.
What are the five mail processing categories? - 21-10
ANSWER -Letters, flats, machinable parcels,
irregular parcels, outside parcels.
21-4 What are some examples of why a letter would be
non-machinable? - ANSWER -Polybagged,
polywrapped, or enclosed in plastic material; has
What is the maximum size for a postcard? - clasps, strings, buttons, or similar closure devices;
ANSWER -4 1/4" height, 6" length, .016" contains items such as pens, pencils, keys or coins;
thickness. is too rigid; has a delivery address parallel to the
Questions and Answers
What is our mission? - ANSWER -Provide ANSWER -One in which you and the customer
trusted, affordable, universal service. make an informed, mutually beneficial decision.
eLearning module 1 20-3
What is the form for filing an insurance claim? - When presenting the value of USPS products and
ANSWER -Form 1000. services, you align that value with? - ANSWER -
eLearning module 16 The customer's needs.
20-3
Perception is________ - ANSWER -Reality.
17-3 What should be the objective of every SSA? -
ANSWER -Selling maximum value to customers
by matching their needs.
What are our goals? - ANSWER -Grow 20-4
revenue, increase market share and develop lifetime
customers.
18-3 What is the driving force behind a customer's
willingness to interact with you, learn about Postal
products, and make a purchase commitment? -
What are the two types of communication and give ANSWER -Needs.
examples of each? - ANSWER -Verbal (spoken 20-5
words) and non-verbal (gestures, expressions, vocal
variety).
19-5 What is need satisfaction selling? - ANSWER -
Recognition that customers buy products to satisfy
their needs.
What are some non-verbal cues? - ANSWER - 20-5
Body movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal
space. What is a need? - ANSWER -A desire to
19-6 improve or accomplish something.
20-6
Listeners receive the same ______ all the time. -
ANSWER -Message. What is the language of needs and some examples?
19-7 - ANSWER -Words and phrases the express
desire.
I want, I need, I hope, I'm looking for, I'm interested
What is S.O.L.E.R.? - ANSWER -Actively in, I wish, My objective.
attending by: Squarely facing the person, Open your 20-6
posture, Lean towards the sender, Eye contact
maintained, Relax while attending.
19-7 What is G.I.S.T.? - ANSWER -Greet, Inquire,
Suggest and Thank.
20-8
What is a successful sales transaction? -
, USPS Sales & Services Associate Training Exam |
Questions and Answers
21-5
What additional products can be suggested? -
ANSWER -Stamps, packaging/shipping (Ready
Post) products, PO Box, passports, money orders. What would cause a flat-size piece to be excluded
20-10 from flat pricing? - ANSWER -Do not meet
flexibility standards, are not uniformly thick, are not
rectangular in shape.
Mailpieces not meeting minimum requirement criteria 21-6
or exceeding certain maximums are_________? -
ANSWER -Non-mailable. There is no fee,
surcharge or additional postage that can make a What is a machinable parcel? - ANSWER -6 oz
non-mailable item mailable. to 25 lbs; minimum size of 3" x 6" x ¼" to maximum
21-3 size of 17" x 17" x 27".
21-7
Non-mailable means that the piece, as designed, is
_______ from the mailstream. - ANSWER - What is an irregular parcel? - ANSWER -Has
Prohibited. ONE of the following characteristics: less than 6" in
21-3 length or 3" in height or 6 oz in weight; rolls/tubes 26"
long or less; articles enclosed in envelopes that are
not letters, flats or machinable parcels.
What are the minimum dimensions of a mail piece 21-8
(letter)? - ANSWER -3 ½" in height, 5" in
length, .007" in thickness, rectangular in shape.
21-3 What are outside parcels? Examples? -
ANSWER -Parcels that because of their size,
shape, density, container type, or the nature of their
What is girth? - ANSWER -The distance around contents, cannot be processed in postal sacks. Metal-
the thickest part of a package. strapped boxes, rolls/tubes more than 26" in length,
21-4 liquid containers, tires, trees.
21-9
What are maximum dimensions for a package? -
ANSWER -70 pounds. 108" length + girth. Up What is a non-machinable surcharge? -
to 130" length + girth for Standard. ANSWER -Charge applied to first-class letter-
21-4 size pieces that meet one or more non-machinable
characteristics and are excluded from automated
processing.
What are the five mail processing categories? - 21-10
ANSWER -Letters, flats, machinable parcels,
irregular parcels, outside parcels.
21-4 What are some examples of why a letter would be
non-machinable? - ANSWER -Polybagged,
polywrapped, or enclosed in plastic material; has
What is the maximum size for a postcard? - clasps, strings, buttons, or similar closure devices;
ANSWER -4 1/4" height, 6" length, .016" contains items such as pens, pencils, keys or coins;
thickness. is too rigid; has a delivery address parallel to the
