USPS Sales & Services Associate Training - 2014 class edition
1) What is our mission?: Provide trusted, affordable, universal service.
2) eLearning module 1
3) What is the form for filing an insurance claim?: Form 1000.
4) eLearning module 16
5) Perception is________: Reality.
6) 17-3
7) What are our goals?: Grow revenue, increase market share and develop
lifetime customers. 18-3
8) What are the two types of communication and give examples of each?:
Verbal (spoken words) and non-verbal (gestures, expressions, vocal variety).
9) 19-5
10) What are some non-verbal cues?: Body movement (shuffling feet and
folding arms), posture, gestures, facial expressions, personal space.
11) 19-6
12) Listeners receive the same ______ all the time.: Message. 19-7
13) 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.
14) 19-7
15) What is a successful sales transaction?: One in which you and the
customer make an informed, mutually beneficial decision.
16) 20-3
, USPS Sales & Services Associate Training - 2014 class edition
17) When presenting the value of USPS products and services, you
align that value with?: The customer's needs.
18) 20-3
19) What should be the objective of every SSA?: Selling maximum value
to customers by matching their needs.
20) 20-4
21) What is the driving force behind a customer's willingness to
interact with you, learn about Postal products, and make a purchase
commitment?: Needs.
22) 20-5
23) What is need satisfaction selling?: Recognition that customers buy
products to satisfy their needs.
24) 20-5
25) What is a need?: A desire to improve or accomplish something. 20-6
26) What is the language of needs and some examples?: Words and
phrases the express desire.
27) I want, I need, I hope, I'm looking for, I'm interested in, I wish, My
objective.
28) 20-6
29) What is G.I.S.T.?: Greet, Inquire, Suggest and Thank.
30) 20-8
, USPS Sales & Services Associate Training - 2014 class edition
31) What additional products can be suggested?: Stamps,
packaging/shipping (Ready Post) products, PO Box, passports, money
orders.
32) 20-10
33) 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.
34) 21-3
35) Non-mailable means that the piece, as designed, is _______ from
the mailstream.: Prohibited.
36) 21-3
37) What are the minimum dimensions of a mail piece (letter)?: 3 ½" in
height, 5" in length, .007" in thickness, rectangular in shape.
38) 21-3
39) What is girth?: The distance around the thickest part of a package.
40) 21-4
41) What are maximum dimensions for a package?: 70 pounds. 108"
length + girth. Up to 130" length + girth for Standard.
42) 21-4
43) What are the five mail processing categories?: Letters, flats,
machinable parcels, irregular parcels, outside parcels.
44) 21-4
1) What is our mission?: Provide trusted, affordable, universal service.
2) eLearning module 1
3) What is the form for filing an insurance claim?: Form 1000.
4) eLearning module 16
5) Perception is________: Reality.
6) 17-3
7) What are our goals?: Grow revenue, increase market share and develop
lifetime customers. 18-3
8) What are the two types of communication and give examples of each?:
Verbal (spoken words) and non-verbal (gestures, expressions, vocal variety).
9) 19-5
10) What are some non-verbal cues?: Body movement (shuffling feet and
folding arms), posture, gestures, facial expressions, personal space.
11) 19-6
12) Listeners receive the same ______ all the time.: Message. 19-7
13) 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.
14) 19-7
15) What is a successful sales transaction?: One in which you and the
customer make an informed, mutually beneficial decision.
16) 20-3
, USPS Sales & Services Associate Training - 2014 class edition
17) When presenting the value of USPS products and services, you
align that value with?: The customer's needs.
18) 20-3
19) What should be the objective of every SSA?: Selling maximum value
to customers by matching their needs.
20) 20-4
21) What is the driving force behind a customer's willingness to
interact with you, learn about Postal products, and make a purchase
commitment?: Needs.
22) 20-5
23) What is need satisfaction selling?: Recognition that customers buy
products to satisfy their needs.
24) 20-5
25) What is a need?: A desire to improve or accomplish something. 20-6
26) What is the language of needs and some examples?: Words and
phrases the express desire.
27) I want, I need, I hope, I'm looking for, I'm interested in, I wish, My
objective.
28) 20-6
29) What is G.I.S.T.?: Greet, Inquire, Suggest and Thank.
30) 20-8
, USPS Sales & Services Associate Training - 2014 class edition
31) What additional products can be suggested?: Stamps,
packaging/shipping (Ready Post) products, PO Box, passports, money
orders.
32) 20-10
33) 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.
34) 21-3
35) Non-mailable means that the piece, as designed, is _______ from
the mailstream.: Prohibited.
36) 21-3
37) What are the minimum dimensions of a mail piece (letter)?: 3 ½" in
height, 5" in length, .007" in thickness, rectangular in shape.
38) 21-3
39) What is girth?: The distance around the thickest part of a package.
40) 21-4
41) What are maximum dimensions for a package?: 70 pounds. 108"
length + girth. Up to 130" length + girth for Standard.
42) 21-4
43) What are the five mail processing categories?: Letters, flats,
machinable parcels, irregular parcels, outside parcels.
44) 21-4
