postal window exam 421 Questions with Complete Solutions

postal window exam 421 Questions with Complete Solutions ssda - ANS: performs many of the same duties of an SSA; however, they also support the back office distribution functions lobby assistant - ANS: helps customers identify mailing needs, ensures customers complete required forms before they reach the window, and answers customer questions LSSA - ANS: maintains 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 ir clarifications in policies, procedures, operations, or regulations. postmaster/ Manager - ANS: business leaders and community anchors that make local contacts the postal service needs to increase its share of the shipping market SSA - ANS: your teammates. you support each other by ensuring the correct processes are followed and customers needs are met. supervisors - ANS: responsible for ensuring that employees are properly trained and well informed. Types of communication - ANS: verbal and nonverbal7ooo ou i9 SOLAR - ANS: pertains to actively attending S- squarely face the person O- open your posture L- lean towards the sender E- eye contact R- relax while attending 6 retail moments that matter - ANS: 1. deliver your first impression 2. act with courtesy and urgency 3. keeping it clean 4. delivering the pride inside 5 transition from back to front 6. solutions are your specialty G.I.S.T. - ANS: G. greet I. Inquire S. suggest T. thank HAZMAT question - ANS: does this item contain anything liquid, fragile, perishable or potentially hazardous such as lithium batteries or perfume custody - ANS: postal service employees operate under a mandate to protect and preserve the mail placed in its _________ failing to deliver the mail - ANS: a violation of the security and sanctity of the mail deliver a first impression - ANS: the first opportunity for a SSA to start the customer experience on a positive note Non-verbal communication - ANS: the type of communication that can enhance or contradict messages G.I.S.T. - ANS: the approach an SSA can use to engage our customers and ensure their needs are met flexibility test - ANS: for a mailpiece to be considered a flat-sized mailpiece it must pass this test