USPS Sales & Services Associate Training Exam | questions and answers | already solved

USPS Sales & Services Associate Training 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. 20-3 When presenting the value of USPS products and services, you align that value with? - The customer's needs. 20-3 What should be the objective of every SSA? - Selling maximum value to customers by matching their needs. 20-4 What is the driving force behind a customer's willingness to interact with you, learn about Postal products, and make a purchase commitment? - Needs. 20-5 What is need satisfaction selling? - Recognition that customers buy products to satisfy their needs. 20-5 What is a need? - A desire to improve or accomplish something. 20-6 What is the language of needs and some examples? - Words and phrases the express desire. I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective. 20-6 What is G.I.S.T.? - Greet, Inquire, Suggest and Thank. 20-8 What additional products can be suggested? - Stamps, packaging/shipping (Ready Post) products, PO Box, passports, money orders. 20-10 Mailpieces not meeting minimum requirement criteria or exceeding certain maximums are_________? - Non-mailable. There is no fee, surcharge or additional postage that can make a non-mailable item mailable. 21-3 Non-mailable means that the piece, as designed, is _______ from the mailstream. - Prohibited. 21-3 What are the minimum dimensions of a mail piece (letter)? - 3 ½" in height, 5" in length, .007" in thickness, rectangular in shape. 21-3 What is girth? - The distance around the thickest part of a package. 21-4 What are maximum dimensions for a package? - 70 pounds. 108" length + girth. Up to 130" length + girth for Standard. 21-4 What are the five mail processing categories? - Letters, flats, machinable parcels, irregular parcels, outside parcels. 21-4 What is the maximum size for a postcard? - 4 1/4" height, 6" length, .016" thickness. 21-5 What would cause a flat-size piece to be excluded from flat pricing? - Do not meet flexibility standards, are not uniformly thick, are not rectangular in shape. 21-6 What is a machinable parcel? - 6 oz to 25 lbs; minimum size of 3" x 6" x ¼" to maximum size of 17" x 17" x 27". 21-7 What is an irregular parcel? - Has ONE of the following characteristics: less than 6" in 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. 21-8 What are outside parcels? Examples? - Parcels that because of their size, shape, density, container type, or the nature of their contents, cannot be processed in postal sacks. Metalstrapped boxes, rolls/tubes more than 26" in length, liquid containers, tires, trees. 21-9 What is a non-machinable surcharge? - Charge applied to first-class letter-size pieces that meet one or more non-machinable characteristics and are excluded from automated processing. 21-10 What are some examples of why a letter would be non-machinable? - Polybagged, polywrapped, or enclosed in plastic material; has clasps, strings, buttons, or similar closure devices; contains items such as pens, pencils, keys or coins; is too rigid; has a delivery address parallel to the shorter dimension of the mailpiece. 21-10 A mailpiece that is too small, too large or too heavy is ________? - Not mailable. 21-14 How can knowing the products you sell benefit customers and the USPS? - Strengthens communication skills, boosts enthusiasm, assists in overcoming concerns. 22-4 What is product knowledge? - Being aware of what we have to offer, being proficient at our jobs and making the effort to inform our customers. 22-5 Why is Product Knowledge important? - Provides personal satisfaction in helping a customer; increases customer knowledge; increases revenue; increases interaction between the SSA and customer; empowers the SSA to be the expert; ensures loyal, satisfied, returning customers. 22-5