USPS EXAM 421 WINDOW CLERK TEST STUDY GUIDE
QUESTIONS AND VERIFIED ANSWERS/ A+ GRADE
1. Sales & Services Distribution Associate (SSDA)
ANS Performs many of the same
duties of an SSA; however, they also support the back office distribution functions.
2. Lobby Assistant
ANS Helps customers with package pick-ups identify mailing needs, ensures customers
complete required forms before they reach the window, and answers customer questions.
3. Lead Sales & Services Associate (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 or clarifications in policies,
procedures, operations, or regulations.
,4. Postmaster/Manager
ANS Business leaders and community anchors that make local contacts the postal service
needs to increase its share of the shipping maket.
5. Sales & Services Associate (SSA)
ANS Your teammates. You support each other by ensuring the correct processes are followed
and customer needs are met, as well as educate customers on our products and services.
6. Supervisor
ANS Responsible for managing post office day-to-day operations and ensuring that
employees are properly trained and well-informed.
7. A customer needs an item to arrive "as soon as possible," what is the best service
for them?
ANS Priority Mail Express (PME)
8. A customer states "Delivery in the next few days would be fine." What is the best
service for them?
ANS Priority Mail Express (PME) or Priority Mail (PM)
9. A customer states "I am not in a hurry, just give me the cheapest rate." What is the
best service for them?
ANS Ground Advantage (GA)
,10. Postal Service employees operate under a mandate to protect and pre- serve the
mail placed in its
ANS Custody
11. A violation of the security and sanctity of the mail is
ANS Failing to deliver the mail
12. The first opportunity for a Sales & Services Associate (SSA) to start the
customer experience on a positive note is to
ANS Deliver a first impression
13. The type of communication that can enhance or contradict messages is
ANS Non-verbal Communication.
14. The approach a Sales & Services Associate (SSA) can use to engage our
customers and ensure their needs are met is
ANS A+G.I.S.T.
15. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the postal service?
ANS Instills customer confidence
16. Successful sales transactions occur when the Sales & Services Associate (SSA)
ANS Makes an informal mutual decision with the customer on products/services
, 17. What is the most positive way to impact customer perception of the Post Office?
ANS Provide world-class customer service
QUESTIONS AND VERIFIED ANSWERS/ A+ GRADE
1. Sales & Services Distribution Associate (SSDA)
ANS Performs many of the same
duties of an SSA; however, they also support the back office distribution functions.
2. Lobby Assistant
ANS Helps customers with package pick-ups identify mailing needs, ensures customers
complete required forms before they reach the window, and answers customer questions.
3. Lead Sales & Services Associate (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 or clarifications in policies,
procedures, operations, or regulations.
,4. Postmaster/Manager
ANS Business leaders and community anchors that make local contacts the postal service
needs to increase its share of the shipping maket.
5. Sales & Services Associate (SSA)
ANS Your teammates. You support each other by ensuring the correct processes are followed
and customer needs are met, as well as educate customers on our products and services.
6. Supervisor
ANS Responsible for managing post office day-to-day operations and ensuring that
employees are properly trained and well-informed.
7. A customer needs an item to arrive "as soon as possible," what is the best service
for them?
ANS Priority Mail Express (PME)
8. A customer states "Delivery in the next few days would be fine." What is the best
service for them?
ANS Priority Mail Express (PME) or Priority Mail (PM)
9. A customer states "I am not in a hurry, just give me the cheapest rate." What is the
best service for them?
ANS Ground Advantage (GA)
,10. Postal Service employees operate under a mandate to protect and pre- serve the
mail placed in its
ANS Custody
11. A violation of the security and sanctity of the mail is
ANS Failing to deliver the mail
12. The first opportunity for a Sales & Services Associate (SSA) to start the
customer experience on a positive note is to
ANS Deliver a first impression
13. The type of communication that can enhance or contradict messages is
ANS Non-verbal Communication.
14. The approach a Sales & Services Associate (SSA) can use to engage our
customers and ensure their needs are met is
ANS A+G.I.S.T.
15. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the postal service?
ANS Instills customer confidence
16. Successful sales transactions occur when the Sales & Services Associate (SSA)
ANS Makes an informal mutual decision with the customer on products/services
, 17. What is the most positive way to impact customer perception of the Post Office?
ANS Provide world-class customer service
