USPS 421 Exam Review Questions with Correct
Answers
Sales & Services Distribution Associate (SSDA)
Performs many of the same duties of an SSA; however, they also support the back office
distribution functions.
Lobby Assistant
Helps customers with package pick-ups identify mailing needs, ensures customers complete
required forms before they reach the window, and answers customer questions.
Lead Sales & Services Associate (LSSA)
Maintains a comprehensive working knowledge of regulations ruling policy and procedures
relating to all phases of retail services. Provides technical guidance to retail employees
assigned to the unit, informing them of changes or clarifications in policies, procedures,
operations, or regulations.
Postmaster/Manager
Business leaders and community anchors that make local contacts the postal service needs to
increase its share of the shipping maket.
Sales & Services Associate (SSA)
Your teammates. You support each other by ensuring the correct processes are followed and
customer needs are met, as well as educate customers on our products and services.
Supervisor
Responsible for managing post office day-to-day operations and ensuring that employees are
properly trained and well-informed.
,A customer needs an item to arrive "as soon as possible," what is the best service for
them?
Priority Mail Express (PME)
A customer states: "Delivery in the next few days would be fine." What is the best
service for them?
Priority Mail Express (PME) or Priority Mail (PM)
A customer states: "I am not in a hurry, just give me the cheapest rate." What is the
best service for them?
Ground Advantage (GA)
Postal Service employees operate under a mandate to protect and preserve the mail
placed in its:
Custody
A violation of the security and sanctity of the mail is:
Failing to deliver the mail
The first opportunity for a Sales & Services Associate (SSA) to start the customer
experience on a positive note is to:
Deliver a first impression
The type of communication that can enhance or contradict messages is:
Non-verbal Communication.
The approach a Sales & Services Associate (SSA) can use to engage our customers and
ensure their needs are met is:
,A+G.I.S.T.
Why is maintaining the security and sanctity of the mail one of the core responsibilities
of the postal service?
Instills customer confidence
Successful sales transactions occur when the Sales & Services Associate (SSA):
Makes an informal mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office?
Provide world-class customer service
The US Postal Service is the only delivery service that reaches:
Every address in the nation six days a week
An organized workstation creates a more ____ workplace.
Efficient
How a Sales & Services Associate (SSA) conducts themselves on the job affects the:
Postal brand
An active listening technique used to create a successful transaction is called:
Clarifying
One of the first things a customer notices about a Sales & Services Associate (SSA) is
their:
Personal appearance
The primary law enforcement for the US Postal Service is the:
, US Postal Inspection Service
You must have what ability when building customer relationships?
Ability to adapt
What is the first step in the G.I.S.T. sales process?
Greet
What skill do you need to build a comfortable rapport with customers?
Ability to communicate
What is the second step in the G.I.S.T. sales process?
Inquire
What is especially important in today's competitive market when dealing with a
customer?
Their perception of you
What locations do customers enter and recognize you as the Postal Service?
Retail area
What is the third step in the G.I.S.T. sales process?
Suggest
What do you provide customers with when you develop positive interactions with them?
Customer satisfaction
What is the fourth step in the G.I.S.T. sales process?
Thank
Answers
Sales & Services Distribution Associate (SSDA)
Performs many of the same duties of an SSA; however, they also support the back office
distribution functions.
Lobby Assistant
Helps customers with package pick-ups identify mailing needs, ensures customers complete
required forms before they reach the window, and answers customer questions.
Lead Sales & Services Associate (LSSA)
Maintains a comprehensive working knowledge of regulations ruling policy and procedures
relating to all phases of retail services. Provides technical guidance to retail employees
assigned to the unit, informing them of changes or clarifications in policies, procedures,
operations, or regulations.
Postmaster/Manager
Business leaders and community anchors that make local contacts the postal service needs to
increase its share of the shipping maket.
Sales & Services Associate (SSA)
Your teammates. You support each other by ensuring the correct processes are followed and
customer needs are met, as well as educate customers on our products and services.
Supervisor
Responsible for managing post office day-to-day operations and ensuring that employees are
properly trained and well-informed.
,A customer needs an item to arrive "as soon as possible," what is the best service for
them?
Priority Mail Express (PME)
A customer states: "Delivery in the next few days would be fine." What is the best
service for them?
Priority Mail Express (PME) or Priority Mail (PM)
A customer states: "I am not in a hurry, just give me the cheapest rate." What is the
best service for them?
Ground Advantage (GA)
Postal Service employees operate under a mandate to protect and preserve the mail
placed in its:
Custody
A violation of the security and sanctity of the mail is:
Failing to deliver the mail
The first opportunity for a Sales & Services Associate (SSA) to start the customer
experience on a positive note is to:
Deliver a first impression
The type of communication that can enhance or contradict messages is:
Non-verbal Communication.
The approach a Sales & Services Associate (SSA) can use to engage our customers and
ensure their needs are met is:
,A+G.I.S.T.
Why is maintaining the security and sanctity of the mail one of the core responsibilities
of the postal service?
Instills customer confidence
Successful sales transactions occur when the Sales & Services Associate (SSA):
Makes an informal mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office?
Provide world-class customer service
The US Postal Service is the only delivery service that reaches:
Every address in the nation six days a week
An organized workstation creates a more ____ workplace.
Efficient
How a Sales & Services Associate (SSA) conducts themselves on the job affects the:
Postal brand
An active listening technique used to create a successful transaction is called:
Clarifying
One of the first things a customer notices about a Sales & Services Associate (SSA) is
their:
Personal appearance
The primary law enforcement for the US Postal Service is the:
, US Postal Inspection Service
You must have what ability when building customer relationships?
Ability to adapt
What is the first step in the G.I.S.T. sales process?
Greet
What skill do you need to build a comfortable rapport with customers?
Ability to communicate
What is the second step in the G.I.S.T. sales process?
Inquire
What is especially important in today's competitive market when dealing with a
customer?
Their perception of you
What locations do customers enter and recognize you as the Postal Service?
Retail area
What is the third step in the G.I.S.T. sales process?
Suggest
What do you provide customers with when you develop positive interactions with them?
Customer satisfaction
What is the fourth step in the G.I.S.T. sales process?
Thank
