USPS WINDOW TRAINING
All the ins and outs of what's to expect for your Exam 421 - Window Clerk
Qualification test...
# Term Definition
1 What does POS stand for? Point of Sale
2 In some cases sales and service primary contact
associates are the ______ _______
people with the Post Office. (fill in
the blanks)
3 What are the two types of verbal and non-verbal
communication?
4 What does the acronym DPSDP D:emonstrate an open demeanor P:rovide verbal
stand for? questions S:eek clarification D:on't make
assumptions P:rovide feedback
5 DPSDP is associated with what Active listening
customer service practice?
6 What does SOLER stand for? S:quarely face the person O:pen your posture L:ean
towards the sender E:ye contact maintained R:elax
while attending
7 What customer service practice is Actively attending
SOLER associated with?
8 What is a successful sales One where the customer and yourself make an
transaction? informed, mutually beneficial decision.
9 ________/________ differentiating is Solution/Product
based on meeting and exceeding
customers needs and expectations.
(fill in the blanks)
10 What is the best way to increase Provide the customer with the postal product that fits
customer's satisfaction? their needs.
11 Define Needs. Needs are the desire to improve of accomplish
something.
All the ins and outs of what's to expect for your Exam 421 - Window Clerk
Qualification test...
# Term Definition
1 What does POS stand for? Point of Sale
2 In some cases sales and service primary contact
associates are the ______ _______
people with the Post Office. (fill in
the blanks)
3 What are the two types of verbal and non-verbal
communication?
4 What does the acronym DPSDP D:emonstrate an open demeanor P:rovide verbal
stand for? questions S:eek clarification D:on't make
assumptions P:rovide feedback
5 DPSDP is associated with what Active listening
customer service practice?
6 What does SOLER stand for? S:quarely face the person O:pen your posture L:ean
towards the sender E:ye contact maintained R:elax
while attending
7 What customer service practice is Actively attending
SOLER associated with?
8 What is a successful sales One where the customer and yourself make an
transaction? informed, mutually beneficial decision.
9 ________/________ differentiating is Solution/Product
based on meeting and exceeding
customers needs and expectations.
(fill in the blanks)
10 What is the best way to increase Provide the customer with the postal product that fits
customer's satisfaction? their needs.
11 Define Needs. Needs are the desire to improve of accomplish
something.
