USPS Sales & Services Associate Training – exam update material

USPS Sales & Services Associate Training – exam update material What is our mission? - Provide trusted, affordable, universal service. eLearning module 1 What is the form for filing an insurance claim? - Form 1000. eLearning module 16 Perception is________ - Reality. 17-3 What are our goals? - Grow revenue, increase market share and develop lifetime customers. 18-3 What are the two types of communication and give examples of each? - Verbal (spoken words) and non-verbal (gestures, expressions, vocal variety). 19-5 What are some non-verbal cues? - Body movement (shuffling feet and folding arms), posture, gestures, facial expressions, personal space. 19-6 Listeners receive the same ______ all the time. - Message. 19-7 What is S.O.L.E.R.? - Actively attending by: Squarely facing the person, Open your posture, Lean towards the sender, Eye contact maintained, Relax while attending. 19-7 What is a successful sales transaction? - One in which you and the customer make an informed, mutually beneficial decision.