USPS Exam 421 Questions
and Answers
Denning [Date] [Course title]
,Sales & Services Distribution Associate (SSDA) -Correct Answers: :Performs many of the same duties of
an SSA; however, they also support the back office distribution functions.
Lobby Assistant -Correct Answers: :Helps customers with package pick-ups identify mailing needs,
ensures customers complete required forms before they reach the window, and answers customer
questions.
Lead Sales & Services Associate (LSSA) -Correct Answers: :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.
Postmaster/Manager -Correct Answers: :Business leaders and community anchors that make local
contacts the postal service needs to increase its share of the shipping maket.
Sales & Services Associate (SSA) -Correct Answers: :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.
Supervisor -Correct Answers: :Responsible for managing post office day-to-day operations and ensuring
that employees are properly trained and well-informed.
A customer needs an item to arrive "as soon as possible," what is the best service for them? -Correct
Answers: :Priority Mail Express (PME)
A customer states: "Delivery in the next few days would be fine." What is the best service for them? -
Correct Answers: :Priority Mail Express (PME) or Priority Mail (PM)
A customer states: "I am not in a hurry, just give me the cheapest rate." What is the best service for
them? -Correct Answers: :Ground Advantage (GA)
Postal Service employees operate under a mandate to protect and preserve the mail placed in its: -
Correct Answers: :Custody
, A violation of the security and sanctity of the mail is: -Correct Answers: :Failing to deliver the mail
The first opportunity for a Sales & Services Associate (SSA) to start the customer experience on a
positive note is to: -Correct Answers: :Deliver a first impression
The type of communication that can enhance or contradict messages is: -Correct Answers: :Non-verbal
Communication.
The approach a Sales & Services Associate (SSA) can use to engage our customers and ensure their
needs are met is: -Correct Answers: :A+G.I.S.T.
Why is maintaining the security and sanctity of the mail one of the core responsibilities of the postal
service? -Correct Answers: :Instills customer confidence
Successful sales transactions occur when the Sales & Services Associate (SSA): -Correct Answers: :Makes
an informal mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office? -Correct
Answers: :Provide world-class customer service
The US Postal Service is the only delivery service that reaches: -Correct Answers: :Every address in the
nation six days a week
An organized workstation creates a more ____ workplace. -Correct Answers: :Efficient
How a Sales & Services Associate (SSA) conducts themselves on the job affects the: -Correct
Answers: :Postal brand
An active listening technique used to create a successful transaction is called: -Correct
Answers: :Clarifying
and Answers
Denning [Date] [Course title]
,Sales & Services Distribution Associate (SSDA) -Correct Answers: :Performs many of the same duties of
an SSA; however, they also support the back office distribution functions.
Lobby Assistant -Correct Answers: :Helps customers with package pick-ups identify mailing needs,
ensures customers complete required forms before they reach the window, and answers customer
questions.
Lead Sales & Services Associate (LSSA) -Correct Answers: :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.
Postmaster/Manager -Correct Answers: :Business leaders and community anchors that make local
contacts the postal service needs to increase its share of the shipping maket.
Sales & Services Associate (SSA) -Correct Answers: :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.
Supervisor -Correct Answers: :Responsible for managing post office day-to-day operations and ensuring
that employees are properly trained and well-informed.
A customer needs an item to arrive "as soon as possible," what is the best service for them? -Correct
Answers: :Priority Mail Express (PME)
A customer states: "Delivery in the next few days would be fine." What is the best service for them? -
Correct Answers: :Priority Mail Express (PME) or Priority Mail (PM)
A customer states: "I am not in a hurry, just give me the cheapest rate." What is the best service for
them? -Correct Answers: :Ground Advantage (GA)
Postal Service employees operate under a mandate to protect and preserve the mail placed in its: -
Correct Answers: :Custody
, A violation of the security and sanctity of the mail is: -Correct Answers: :Failing to deliver the mail
The first opportunity for a Sales & Services Associate (SSA) to start the customer experience on a
positive note is to: -Correct Answers: :Deliver a first impression
The type of communication that can enhance or contradict messages is: -Correct Answers: :Non-verbal
Communication.
The approach a Sales & Services Associate (SSA) can use to engage our customers and ensure their
needs are met is: -Correct Answers: :A+G.I.S.T.
Why is maintaining the security and sanctity of the mail one of the core responsibilities of the postal
service? -Correct Answers: :Instills customer confidence
Successful sales transactions occur when the Sales & Services Associate (SSA): -Correct Answers: :Makes
an informal mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office? -Correct
Answers: :Provide world-class customer service
The US Postal Service is the only delivery service that reaches: -Correct Answers: :Every address in the
nation six days a week
An organized workstation creates a more ____ workplace. -Correct Answers: :Efficient
How a Sales & Services Associate (SSA) conducts themselves on the job affects the: -Correct
Answers: :Postal brand
An active listening technique used to create a successful transaction is called: -Correct
Answers: :Clarifying
