USPS WINDOW CLERK TEST Questions and Answers

24 hour clock - ANSWER end to end process to ensure mail is collected, distributed and delivered Domestic Mail - ANSWER Consists of items sent within the USA, its territories and possessions including APO/FPO Offices Domestic Mail Manual (DMM) - ANSWER Set forth the policies regulations and procedures governing domestic mail services Internatonal Mail Manual (IMM) - ANSWER Set forth the policies regulations and procedures governing International mail Administrative Support Manual (ASM) - ANSWER Contains policies and procedures for administrative and support functions within the postal services Policy NET - ANSWER All Manuals are available online via F101 or F1 - ANSWER Our financial policies and accounting procedures are found in what manual? Publications - ANSWER Support subjects that cannot be fully addresses in manuals or handbooks are? What manual contains information on when to fly the POW flag (Prisioner of war) - ANSWER Administrative Support Manual Does the Post Office provide a U.S. flag to Veterans for a fee? - ANSWER No, it's free for Burial of Veterans What is the official Source of update to postal policies and procedures? How often is it printed? - ANSWER Postal Bulletin, Bi-weekly Where do we find a list of lost or stolen MO's? - ANSWER Postal Bulletin and POS One What is our postal website? - ANSWER WWW.USPS.COM Postal Service ________________ are available online and provide guidance on regulations for Domestic/ International/ Administrative/Personal fields Support. - ANSWER Directives Priority Mail Domestic is delivered in ? - ANSWER 2-3 days Any mailable item that weighs 13 ounces or less is? - ANSWER FIRST CLASS MAIL What class of mail does the post office have monopoly on? - ANSWER FIRST CLASS LETTER MAIL Global Express Guarantee (GXG) is shipped in? - ANSWER 1-3 days Needs are the driving force behind a customers willingness to interact with you, learn about products and make a purchase commitment - ANSWER NEED SATISFACTION SELLING No mailpieces can weigh more than ____ Lbs. or measure more than _____inches except, Standard Post, can measure up to _____inches - ANSWER 70 Lbs, 108 inches, 130 inches. What Does EDDM stands for? - ANSWER EVERY DOOR DIRECT MAIL- Advertise small business at retail. Name the Service Class of Mail that delivers in 1-2 business days - ANSWER PRIORITY EXPRESS MAIL What surcharge applies to items/parcels that measure more than 108 but not more than 130 inches? - ANSWER OVERSIZE/PARCEL POST (STANDARD POST) PS Form 3816 COD collect deliver must show - ANSWER The article number If more than 3 Cod articles are mailed at one time the mailer may use PS form? - ANSWER PS FORM 3816-AS Dimensional weigh pricing applies only for _________ _______ and zones ___-___? - ANSWER Prioriry Mail and Zone 5-8 Would anything mailed in a priority mail Box flat rate is ever subject to DIM weight or balloon? - ANSWER NO This service ensures that mail is delivered only to a specific address or the addressee agent (for an additional fee) - ANSWER Restricted delivery This extra service provides evidence of the date mail was presented to Post Office for mailing - ANSWER Certificate of mailing What is the post Office retail motto for providing the ideal customer experience? - ANSWER clean, stocked and friendly every day The U.S. Postal Service is a ___________________? - ANSWER BUSINESS What 3 "P's" that influence customer perception? - ANSWER Personal, Professional, Postal What Does G.I.S.T. stand for? - ANSWER Greet Inquire Suggest Thank What part of G.I.S.T. is were you educate the customer? - ANSWER Suggest What part of G.I.S.T. is were you ask the HAZMAT question? - ANSWER Inquire What is the main benefit of the RCE (Retail Customer Experience) program? - ANSWER Test the skill of our retail work force through the eyes of our customer (mystery customer/mystery shopper) What words generate a negative feeling and is usually less effective in a conversation? - ANSWER TRIGGER WORDS Which words make us feel relaxed and composed and are usually more effective in an interaction with another person? - ANSWER CALMING WORDS POS One stands for? - ANSWER Point of service and its FIRST of its kind Name some retail communication channels - ANSWER Postal bulletin ,Retail Digest, news link ,LMS (learning management system), service talk, emails ,post message center ,postal merchandise guide. What does PVI stand for? - ANSWER Postage validation imprinter Name 10 expanded access channels - ANSWER SSK (Self Service Kiosk) Approved shippes ,Automated teller machines (ATM), Stamps by mail, Stamps to go, Stamps by phone, CPU (Contract Postal Units),Mobile Retail Unit, Village Post Offices & WWW.USPS.COM When replacing a component of your pos one system ,you always need to poweroff it first. - ANSWER YES/TRUE At the end of your day you turn in what to the lead clerk or supervisor? - ANSWER 1412 - END OF DAY REPORT, RECEIPTS, FUNDS/MONEY What credit is it when the stock custodian/holds unit resolve and transferred to retail floor SSA - ANSWER SIA (Segment Inventory Accountability) SSA is accountable for what at the retail floor? - ANSWER $100 cash retail (AIC 753) and blank money orders What is available at designated Post Office for transients and people waiting to get P.O. boxes? and , the mail is held 30 days and list the postmaster extends the holding period? - ANSWER General Delivery On the due date a P.O. Box is powered mail is distributed to Box but not delivery - ANSWER first day of the month (10 days grace period) A reminder letter is generated from webbats and placed in PO Box - ANSWER 20th day When customer goes on vacation ,etc the Post Office can hold their mail for how long? - ANSWER No less than 3 days, more than 30 days The Post Office forwards 1st class mail up to_____ but keep COA ( Change of address) record on file for? - ANSWER forwards 12 months keeps records for 18 months When a P.O. box closed and mail returned to sender - ANSWER 11th day Unit with individual accountability have fixed credit/stamps they are audited... - ANSWER every 4 months SSA's in SIA offices are audited every? - ANSWER Quarterly You must be present whenever your credit is examine/audited if you are not available there must be - ANSWER A Witness of your choice to count in your place (PS form 3977 select 2 witnesses) Does the Post Office gives cash back if so how much? - ANSWER Yes, as long as they purchase something, up to $50 in $10 increments What is a BSA - ANSWER Bank secrecy act- a law that requires every business that provides financial services to report this Transactions There are 2 types of money orders - ANSWER Domestic service (green) don't expire. Direct service (pink) international, not all countries Used to AIDE postal inspection service in postel BURGLARY and robbery investigations - ANSWER Bait money orders How many bait money orders does a SSA gets assigned to them and where are they kept? - ANSWER 3 and SSA keep them under largest currency bill in til drawer Any attempt to exchange cash from criminal activities for money that cannot be traced to the crimes - ANSWER Money laundering Money orders can be purchased with - ANSWER Cash, debit cards, traveler's checks What form must be completed by customer when they purchase more than $3000 in money orders ?what form must be completed in money orders or cash $10000 or more in money orders - ANSWER 8105 a PS form 8105B is used when... - ANSWER SSA's wants to report suspicious transactions Customers should file all claims for damaged or missing contents immediately but they must file no later than ____ days from the date of Mailing - ANSWER 60 days What is a mail piece that bears only a stamps, weights more than 30 pounds, and was not accepted by an employee at the retail counter, considered to be - ANSWER Anonymous Mail (target mail) AMU is where we separate this mail - ANSWER Anonymous mail Customers can check the status of their claim online after____ days - ANSWER 10 days What is our retail motto? - ANSWER clean, stocked and friendly A seconds or final notice is issued after ____ calendar days from the 1st delivery certified mail article - ANSWER 5 calendar days S.O.L.E.R stands for? - ANSWER SQUARELY ,face the person OPEN,your posture LEAN,toward the sender EYE,contact maintained RELAX, while attending What is communication? - ANSWER Is the art and technique of using words effectively to impart information or ideas USPS BRAND (Brand essence) - ANSWER Relentless Secure Simple Personal the Four keys action are - ANSWER Start with customer needs Communicate effectively Build on relationships Provide excellent Customer Experience What are the SSA's goals? - ANSWER -Grow revenue -Increase market share -Develope a life time customer relationship PERCEPTION is... - ANSWER REALITY SSA's Duties and Responsabilities - ANSWER Perform a variety of sales and customer support services. Maintain pleasant and effective public relations. Be familiar with postal laws, regulations and procedures. Image factors (3 P's) - ANSWER Personal:Appearance Professional: Your P.O. Postal: Offering what the customer needs The Competitive Areas are? - ANSWER STANDARD POST EXPRESS STANDARD MAIL FIRST CLASS MAIL RETAIL The Competitve Strengths are? - ANSWER PM EXPRESS MAIL. PRIORITY MAIL. PARCEL DELIVERY PRODUCTS. "Positive interactive creates... - ANSWER ...positive perception" What determine the length of the letter? - ANSWER The placed of the label or the address Mail processing categories are: - ANSWER Letters Flats Machinable Parcel Irregular Parcel Outside Parcel PS Form 8105-A - ANSWER FUNDS TRANSACCION CUSTOMER REPORT PVI stands for? - ANSWER Postage Validation Imprinter (Label definiton) Expanded Access Channels - ANSWER *Self-Service Kiosk *Approved Shippers *Automated Teller Machine *Stamp by Mail *Stamp to go *Stamp by phone *CPU Contract Postal Units *Mobile retail Units *Village PO * U Retail COMMUNICATION channels - ANSWER *Postal Bulletin *Retail Digest *LMS *Services Talk *Emails *News link *Post Message Center *Postal Merchandise Guide Which form you use to report suspicious transactions with money orders? - ANSWER PS Form 8105-B Which one is the form for refunds - ANSWER PS Form 3533 Form to Inquire of a Lost or Stolen Money Order - ANSWER PS Form 6401 USPIS - ANSWER U.S. Postal Inspection Service CBPMAN - ANSWER Customs Border Protection Manifest PS Form 2976- A Custom Declaration and Dispatch Note What is the HAZMAT question? - ANSWER Does this item contain anything LIQUID, FRAGILE, PERISHABLE OE POTENTIAL such as LITTIUM BATTERIES OR PERFUME? PACT ACT - ANSWER 4012 - preventing all the cigarrete traffic act which to states are the excepted from the PACT ACT ? - ANSWER Alaska and Hawai DDD1 label - ANSWER is attached to all anonymous mail receptacles and that weight more than 13 ounces DDD2 - ANSWER is attached to all anonymous mail that being returned to the customers due the security requirements. Used in conjunction with Label 127 (Surface transportation ONLY) Accepting any insurance claim ( Domestic and International) - ANSWER PS Form 1000 ( are not longer available Which is not a mailing service? - ANSWER PRIORITY MAIL EXPRESS Shipping service is are? - ANSWER Products in which the postal Service is competitive with other delivery companies - ANSWER