EVALUATED USPS SALES & SERVICES ASSOCIATE TRAINING EXAM

EVALUATED USPS SALES & SERVICES ASSOCIATE TRAINING EXAM Perception is - CORRECT ANSWER -Reality What are our goals? - CORRECT ANSWER -Grow revenue, increase market share, develop lifetime customers. What are some non-verbal communication cues? - CORRECT ANSWER -Body movement, facial expressions, personal space. The SSA shows communication is occurring when they ask the hazmat question? - CORRECT ANSWER True. Communication skills require you to practice actively attending. What does S.O.L.E.R. represent? - CORRECT ANSWER -Squarely face the person. Open your posture. Lean towards the sender. Eye contact. Relax. What is a value proposition? - CORRECT ANSWER -The value to the customer of the product features and benefits....how the customer feels the product meets their needs. What is "need satisfaction selling"? - CORRECT ANSWER -The understanding of a customer's needs through the use of probing questions and careful listening. What are some examples of the use of the "language of needs"? - CORRECT ANSWER -I need, I want, I'm looking for, It's important, etc. When you sell maximum value you are meeting the customer's __________. - CORRECT ANSWER Needs. What is a need? - CORRECT ANSWER -A desire to improve or accomplish something. An informed mutual decision with the customer on service/products is ___________. - CORRECT ANSWER -A successful sales transaction. What does G.I.S.T. stand for in the processing of engaging customers? - CORRECT ANSWER -Greet, Inquire, Suggest, Thank. A common myth in communication is that listeners receive the same ______ all the time. - CORRECT ANSWER -Message. If you ask a customer if they would like to send a package Priority Mail Express, which is guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what park of G.I.S.T. would this be? - CORRECT ANSWER -Suggest. Once you determine how a customer wants to mail a package and have offered additional insurance, what additional products may you suggest? - CORRECT ANSWER -Stamps, PO Boxes, money orders, packaging supplies, greeting cards, passports. What is the maximum weight for any package? - CORRECT ANSWER -70 lbx. How do you determine the dimensions of a mailpiece? - CORRECT ANSWER -Combine the length plus girth.