1|Page
USPS Exam 421 PSE Window Training Test-
with 100% verified solutions -tutor verified
CUSTOMER SERVICE SKILLS - (answers)- Provide an attitude of excellent service.
- Identify customer needs.
- Thoughtful body language and words.
- Uncompromising service at every contact point.
- Resolving conflict.
- Exceeding customer expectations.
customer-centric environment - (answers)People, processes, pride, and results to
ensure the customer's expectations are exceeded.
SSA - (answers)Sale & Service Associate
SSDA - (answers)Sale & Service Distribution Associate
PSE - (answers)Postal Support Employee
USPS Mission - (answers)Provide a reliable, efficient, trusted and affordable
universal delivery service that connects people and helps businesses grow.
USPS Vision - (answers)A Postal Service that enables all citizens to connect,
businesses to grow, and communities to thrive in a digital world.
,2|Page
USPS is - (answers)Self-supporting, independent federal agency, and the only
delivery service that reaches every address in the nation.
USPS core set of enduring goals are to: - (answers)• Deliver High-Quality Services
• Provide World Class Customer Experiences
• Ensure a Safe Workplace and an Engaged Workforce
Postal Inspectors - (answers)Primary law enforcing agency of the USPS, protecting
the Postal Service, securing the nation's mail system, and ensuring public trust in
the mail.
Ensure Security and Sanctity of the Mail - (answers)You are mandated by federal
law to preserve and protect all mail placed in your custody.
- Maintain public trust
- Customer satisfaction
- Customer retention
Theft - (answers)Removing merchandise, money, or coupons from undeliverable
bulk business mail.
Destruction or damage of mail - (answers)Deliberately damaging or losing mail
(i.e., discarding or defacing deliverable mail, allowing the mail to remain
unprotected from theft and/or inclement weather).
,3|Page
Delay of mail - (answers)Improperly detaining or deliberately failing to deliver
mail.
Opening the Mail - (answers)No one, except those employed by the Postal Service
for that purpose, may break or permit the breaking of the seals of any class mail
matter without a federal search warrant.
U.S. Postal Inspection Service - (answers)• Assures sanctity of the mail.
• Primary law enforcement arm of USPS.
• Enforce federal statutes related to mail security, including desertion,
obstruction, delay or destruction of mail.
As an ambassador your roll is to: - (answers)Provide world class customer service,
be product specialist, educate customers, sell our products and services, and
support team members.
Some of your duties as an SSA are: - (answers)• Maintain a pleasant and effective
public relationship with our customers
• Be very knowledgeable of postal products, services, and mailing procedures
• Be polite, friendly, and have an outgoing personality
• Assist customers with disabilities, as necessary, to conduct business or purchase
Postal Service products and services
, 4|Page
An SSA primary responsibility is to: - (answers)Deliver a world class customer
experience to all customers; be shipping specialists; sell postal products; follow
postal laws, regulations, and procedures; and support team members.
In order to create customer-centric environment, SSAs are required to: -
(answers)Wear their name tag, dress appropriately, and ensure the lobby is neat,
clean, and well stocked.
Sales and Services Distribution Associate (SSDA) - (answers)Performs many of the
same duties of an SSA; however, they also support the back office distribution
functions.
Lobby Assistant - (answers)Helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers
customer questions.
Lead Sales & Services Associate (LSSA) - (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.
Postmasters and Managers - (answers)Business leaders and community anchors
that make local contacts the Postal Service needs to increase its share of the
shipping market.
USPS Exam 421 PSE Window Training Test-
with 100% verified solutions -tutor verified
CUSTOMER SERVICE SKILLS - (answers)- Provide an attitude of excellent service.
- Identify customer needs.
- Thoughtful body language and words.
- Uncompromising service at every contact point.
- Resolving conflict.
- Exceeding customer expectations.
customer-centric environment - (answers)People, processes, pride, and results to
ensure the customer's expectations are exceeded.
SSA - (answers)Sale & Service Associate
SSDA - (answers)Sale & Service Distribution Associate
PSE - (answers)Postal Support Employee
USPS Mission - (answers)Provide a reliable, efficient, trusted and affordable
universal delivery service that connects people and helps businesses grow.
USPS Vision - (answers)A Postal Service that enables all citizens to connect,
businesses to grow, and communities to thrive in a digital world.
,2|Page
USPS is - (answers)Self-supporting, independent federal agency, and the only
delivery service that reaches every address in the nation.
USPS core set of enduring goals are to: - (answers)• Deliver High-Quality Services
• Provide World Class Customer Experiences
• Ensure a Safe Workplace and an Engaged Workforce
Postal Inspectors - (answers)Primary law enforcing agency of the USPS, protecting
the Postal Service, securing the nation's mail system, and ensuring public trust in
the mail.
Ensure Security and Sanctity of the Mail - (answers)You are mandated by federal
law to preserve and protect all mail placed in your custody.
- Maintain public trust
- Customer satisfaction
- Customer retention
Theft - (answers)Removing merchandise, money, or coupons from undeliverable
bulk business mail.
Destruction or damage of mail - (answers)Deliberately damaging or losing mail
(i.e., discarding or defacing deliverable mail, allowing the mail to remain
unprotected from theft and/or inclement weather).
,3|Page
Delay of mail - (answers)Improperly detaining or deliberately failing to deliver
mail.
Opening the Mail - (answers)No one, except those employed by the Postal Service
for that purpose, may break or permit the breaking of the seals of any class mail
matter without a federal search warrant.
U.S. Postal Inspection Service - (answers)• Assures sanctity of the mail.
• Primary law enforcement arm of USPS.
• Enforce federal statutes related to mail security, including desertion,
obstruction, delay or destruction of mail.
As an ambassador your roll is to: - (answers)Provide world class customer service,
be product specialist, educate customers, sell our products and services, and
support team members.
Some of your duties as an SSA are: - (answers)• Maintain a pleasant and effective
public relationship with our customers
• Be very knowledgeable of postal products, services, and mailing procedures
• Be polite, friendly, and have an outgoing personality
• Assist customers with disabilities, as necessary, to conduct business or purchase
Postal Service products and services
, 4|Page
An SSA primary responsibility is to: - (answers)Deliver a world class customer
experience to all customers; be shipping specialists; sell postal products; follow
postal laws, regulations, and procedures; and support team members.
In order to create customer-centric environment, SSAs are required to: -
(answers)Wear their name tag, dress appropriately, and ensure the lobby is neat,
clean, and well stocked.
Sales and Services Distribution Associate (SSDA) - (answers)Performs many of the
same duties of an SSA; however, they also support the back office distribution
functions.
Lobby Assistant - (answers)Helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers
customer questions.
Lead Sales & Services Associate (LSSA) - (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.
Postmasters and Managers - (answers)Business leaders and community anchors
that make local contacts the Postal Service needs to increase its share of the
shipping market.
