USPS Sales & Services Associate Training Test Questions
and Answers
Perception is - ANSWER -Reality
An informed mutual decision with the customer on
What are our goals? - ANSWER -Grow service/products is ___________. - ANSWER -
revenue, increase market share, develop lifetime A successful sales transaction.
customers.
What does G.I.S.T. stand for in the processing of
What are some non-verbal communication cues? - engaging customers? - ANSWER -Greet,
ANSWER -Body movement, facial expressions, Inquire, Suggest, Thank.
personal space.
A common myth in communication is that listeners
The SSA shows communication is occurring when receive the same ______ all the time. -
they ask the hazmat question? - ANSWER - ANSWER -Message.
True.
If you ask a customer if they would like to send a
Communication skills require you to practice actively package Priority Mail Express, which is guaranteed to
attending. What does S.O.L.E.R. represent? - arrive tomorrow, with $100 insurance and tracking
ANSWER -Squarely face the person. Open included.....what park of G.I.S.T. would this be? -
your posture. Lean towards the sender. Eye contact. ANSWER -Suggest.
Relax.
Once you determine how a customer wants to mail a
What is a value proposition? - ANSWER -The package and have offered additional insurance, what
value to the customer of the product features and additional products may you suggest? -
benefits....how the customer feels the product meets ANSWER -Stamps, PO Boxes, money orders,
their needs. packaging supplies, greeting cards, passports.
What is "need satisfaction selling"? - What is the maximum weight for any package? -
ANSWER -The understanding of a customer's ANSWER -70 lbx.
needs through the use of probing questions and
careful listening.
How do you determine the dimensions of a
mailpiece? - ANSWER -Combine the length
What are some examples of the use of the "language plus girth.
of needs"? - ANSWER -I need, I want, I'm
looking for, It's important, etc.
What are the 5 processing categories? -
ANSWER -Letters, flats (large envelopes),
When you sell maximum value you are meeting the machinable parcels (SPRS), irregular parcels and
customer's __________. - ANSWER -Needs. outside parcels (both non-machinable).
What is a need? - ANSWER -A desire to What is our "Retail Motto"? - ANSWER -Clean,
improve or accomplish something. stocked and Friendly...Everyday!.
, USPS Sales & Services Associate Training Test Questions
and Answers
customers and the post office? - ANSWER -
Strengthens communication skills, boosts
What is the maximum length and girth (combined) for enthusiasm, and assists in overcoming concerns.
a parcel? - ANSWER -130" for standard post
only. Oversize charges will apply for packages
exceeding 108". Name some benefits of Priority Mail Express. -
ANSWER -Fastest shipping, guaranteed
delivery, delivery 365 days per year (even Sundays
When are balloon charges applied? - and Holidays), no residential surcharges, no fuel
ANSWER -Packages weighing less than 20 lbs charges, free tracking, $100 free insurance, signature
that measure over 84" but not more than 108" (length available, delivery to PO Boxes, flat rate boxes and
+ girth combined) that are shipped Priority mail zones envelopes, free shipping supplies.
104 or Standard to all zones.
Name some benefits of Priority Mail. -
If an article meets the size qualifications for a large ANSWER -Normally 2-3 day delivery, free
envelope (flat) but is rigid...what price category is it shipping supplies, fast and affordable, flat rate boxes
charged? - ANSWER -Parcel rate. and envelopes that "if it fits, it ships", delivery to every
address - even PO Boxes, Saturday delivery at no
extra cost, extra services available.
If a letter size envelope is thicker than 1/4" but is
even in thickness....what price category is it
charged? - ANSWER -Flat (large envelope). What is the maximum amount of insurance you can
purchase? - ANSWER -$5,000.
What is a customer charged when a balloon
surcharge applies? - ANSWER -20 lb rate. What is the maximum amount of insurance that can
be purchased with Registered Mail? -
ANSWER -$25,000.
When is DIM (dimensional) weight applied? -
ANSWER -Only for Priority packages which
exceed 1 cubic foot and are mailed zones 5-8. What are the 3 ways to add insurance to a package?
- ANSWER -Online, post office, Kiosk.
Dimensional weight pricing is determined by length,
width and thickness (height) and __________. - Can additional insurance be purchased at the window
ANSWER -Weight. if it has already been purchased online or at the
Kiosk? - ANSWER -No.
What is the only article that can possibly have a non-
machinable surcharge? - ANSWER -Letter. What is the maximum weight and size for Priority
packages? - ANSWER -70 lbs, 108" length +
girth combined.
If an article is too heavy, too large or too small it is
______________. - ANSWER -Non-mailable.
What is EDDM? - ANSWER -Every Door Direct
Mail.
How does knowing the products you sell benefit
and Answers
Perception is - ANSWER -Reality
An informed mutual decision with the customer on
What are our goals? - ANSWER -Grow service/products is ___________. - ANSWER -
revenue, increase market share, develop lifetime A successful sales transaction.
customers.
What does G.I.S.T. stand for in the processing of
What are some non-verbal communication cues? - engaging customers? - ANSWER -Greet,
ANSWER -Body movement, facial expressions, Inquire, Suggest, Thank.
personal space.
A common myth in communication is that listeners
The SSA shows communication is occurring when receive the same ______ all the time. -
they ask the hazmat question? - ANSWER - ANSWER -Message.
True.
If you ask a customer if they would like to send a
Communication skills require you to practice actively package Priority Mail Express, which is guaranteed to
attending. What does S.O.L.E.R. represent? - arrive tomorrow, with $100 insurance and tracking
ANSWER -Squarely face the person. Open included.....what park of G.I.S.T. would this be? -
your posture. Lean towards the sender. Eye contact. ANSWER -Suggest.
Relax.
Once you determine how a customer wants to mail a
What is a value proposition? - ANSWER -The package and have offered additional insurance, what
value to the customer of the product features and additional products may you suggest? -
benefits....how the customer feels the product meets ANSWER -Stamps, PO Boxes, money orders,
their needs. packaging supplies, greeting cards, passports.
What is "need satisfaction selling"? - What is the maximum weight for any package? -
ANSWER -The understanding of a customer's ANSWER -70 lbx.
needs through the use of probing questions and
careful listening.
How do you determine the dimensions of a
mailpiece? - ANSWER -Combine the length
What are some examples of the use of the "language plus girth.
of needs"? - ANSWER -I need, I want, I'm
looking for, It's important, etc.
What are the 5 processing categories? -
ANSWER -Letters, flats (large envelopes),
When you sell maximum value you are meeting the machinable parcels (SPRS), irregular parcels and
customer's __________. - ANSWER -Needs. outside parcels (both non-machinable).
What is a need? - ANSWER -A desire to What is our "Retail Motto"? - ANSWER -Clean,
improve or accomplish something. stocked and Friendly...Everyday!.
, USPS Sales & Services Associate Training Test Questions
and Answers
customers and the post office? - ANSWER -
Strengthens communication skills, boosts
What is the maximum length and girth (combined) for enthusiasm, and assists in overcoming concerns.
a parcel? - ANSWER -130" for standard post
only. Oversize charges will apply for packages
exceeding 108". Name some benefits of Priority Mail Express. -
ANSWER -Fastest shipping, guaranteed
delivery, delivery 365 days per year (even Sundays
When are balloon charges applied? - and Holidays), no residential surcharges, no fuel
ANSWER -Packages weighing less than 20 lbs charges, free tracking, $100 free insurance, signature
that measure over 84" but not more than 108" (length available, delivery to PO Boxes, flat rate boxes and
+ girth combined) that are shipped Priority mail zones envelopes, free shipping supplies.
104 or Standard to all zones.
Name some benefits of Priority Mail. -
If an article meets the size qualifications for a large ANSWER -Normally 2-3 day delivery, free
envelope (flat) but is rigid...what price category is it shipping supplies, fast and affordable, flat rate boxes
charged? - ANSWER -Parcel rate. and envelopes that "if it fits, it ships", delivery to every
address - even PO Boxes, Saturday delivery at no
extra cost, extra services available.
If a letter size envelope is thicker than 1/4" but is
even in thickness....what price category is it
charged? - ANSWER -Flat (large envelope). What is the maximum amount of insurance you can
purchase? - ANSWER -$5,000.
What is a customer charged when a balloon
surcharge applies? - ANSWER -20 lb rate. What is the maximum amount of insurance that can
be purchased with Registered Mail? -
ANSWER -$25,000.
When is DIM (dimensional) weight applied? -
ANSWER -Only for Priority packages which
exceed 1 cubic foot and are mailed zones 5-8. What are the 3 ways to add insurance to a package?
- ANSWER -Online, post office, Kiosk.
Dimensional weight pricing is determined by length,
width and thickness (height) and __________. - Can additional insurance be purchased at the window
ANSWER -Weight. if it has already been purchased online or at the
Kiosk? - ANSWER -No.
What is the only article that can possibly have a non-
machinable surcharge? - ANSWER -Letter. What is the maximum weight and size for Priority
packages? - ANSWER -70 lbs, 108" length +
girth combined.
If an article is too heavy, too large or too small it is
______________. - ANSWER -Non-mailable.
What is EDDM? - ANSWER -Every Door Direct
Mail.
How does knowing the products you sell benefit
