Sales and services associate academy Exam Questions With 100% Correct Answers

Sales and services associate academy Exam Questions With 100% Correct Answers theft - answerTaking something that does not belong to you Destruction or damage of mail - answerDeliberately damanaging or losing of mail Delay of mail - answerImproperly detaining of deliberately failing to deliver mail in accordance with the service standards prescribed for each class of mail Opening - answerNo one except those employed by the postal service can do this SSDA - answerPerforms many of the same duties of an SSA; however, they also support the back office distribution functions Lobby assistant - answerHelps customer identify mailing needs, ensures containers complete required forms before they reach the window and answers customers questions LSSA & lead sales service associate - answerMaintains 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 - answerBusiness leaders and community anchors that make local contacts the postal service needs to increase its share of the shipping maket. Other sales and service associate - answerYour teammates. You support each other by ensuring the correct processes are followed and customer needs are met Supervisor - answerResponsible for ensuring that employees are properly trained and well informed USPIS (US Postal Inspection Service) - answerProvides assurance to postal customers of the sanctity of the mail Perception - answerIs reality. Tries to increase our brand recognition. Trying to improve. Six retail moments that matter - answerver first impression. with courtesy and urgency 3. Keeping it clean 4. Delivering pride inside 5. Transitioning between the back and front 6. Solutions are your speciality What is the post offices primary purpose? - answerTo provide world class customer service and build brand recognition How do we build customer relationships? - answerPositive attitude, listening, communication, adapting to change, product knowledge, soliciting customer comments, and by being the best Demeanor - answerSets the tone of the transaction and customer relationship Confidence - answerBuilds rapport and promotes customer loyalty Communication - answerThe art and technique of using words effectively to impart information or ideas Verbal communication - answerUses spoken words, as opposed to written words with a definite beginning and ending point Non-verbal communication - answerWordless signals Non-verbal cues - answerCan enhance or contradict verbal messages Active listening - answerProcess used by the receiver Five essential elements of active listening - answerDemonstrate an open and respectful demeanor, provide verbal and non verbal questions, seek clarification, do not make assumptions, provide feedback S.O.L.E.R. - answerSquarely face the person, open your posture, lean towards the sender, eye contact maintained, relax while attending Clarifying - answerTechnique in active listening used to bring a message into greater focus Successful transaction - answerOne in which you create repeat, loyal and knowledgeably to customers G.I.S.T. - answerGreet, inquire, suggest, and thank Prioritiy mail express provides what - answerFree tracking, which allows customer to monitor the process of their shipment through delivery as well as free insurance up to $100 against lost or damage. Priority mail provides what - answerFree tracking and insurance up to $50. Customer CAN purchase additional insurance as well