USPS SSA Academy
Study online at https://quizlet.com/_htkha7
1. USPS Mission: Provide a reliable, efficient, trusted, and affordable universal delivery service that connects
people and helps businesses grow.
2. USPS Vision: A Postal Service that enables all citizens to connect, businesses to grow, and communities to thrive
in a digital world
3. Does the Postal Service receive tax money?: No. The USPS Postal Service receives no tax dollars
for operating expenses and relies on the sale of postage, products, and services to fun operations.
4. What is the USPS's annual revenue?: $69 billion
5. What percent of the world's mail does the USPS serve?: 47%
6. What makes the USPS different from other shipping services?: The USPS is the only
service that reaches every address
7. What are the three goals of USPS?: Deliver high-quality services, provide world class customer
experiences, and ensure a safe workplace and an engaged workforce
8. What is the number one agency Americans rated as trusting to protect their
privacy?: The Postal Service
9. What is part of your job as a member of the USPS?: Maintaining America's confidence in
the mail by protecting the Postal Service, securing the nation's mail system, and ensuring public trust in the mail
10. What must USPS employees do to maintain public trust in the mail?: Protect the
security and sanctity of the mail in its custody from unauthorized opening, inspection, reading of contents or covers,
tampering, delay, or other unauthorized act
11. What are four examples of issues related to security and sanctity of the
mail?: Theft, destruction or damage of mail, delay of mail, and opening
12. What does USPIS stand for?: U. S. Postal Inspection Service
13. Describe a Sales and Services Distribution Associate (SSDA): Performs many of the
same duties of an SSA; however, they also support the back office distribution functions
14. Describe a Lobby Assistant: Helps customers identify mailing needs, ensures customers complete
required forms before they reach the window, and answers customer questions
15. Describe a Lead Sales and Services Associate (LSSA): 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
16. Describe a postmaster/manager: Business leaders and community anchors that make local con-
tacts the Postal Service needs to increase its share of the shipping market
1/9
, USPS SSA Academy
Study online at https://quizlet.com/_htkha7
17. Describe a Sales and Services Associate (SSA): Your teammates. You support each other by
ensuring the correct processes are followed and customer needs are met
18. Describe a Supervisor: Responsible for ensuring that employees are properly trained and well informed
19. What factors influence customer perceptions?: Being a personal professional, and having
the right product offerings.
20. What are the "six retail moments that matter?": 1. Deliver your first impression, 2. Act with
courtesy and urgency, 3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning between the back and front,
6. Solutions are your specialty
21. What is a part used for active listening?: Paraphrasing statements in your own words and
repeating key information to the customer for clarification is part of active listening
22. What are five essential elements of active listening?: Demonstrate an open and respectfu
demeanor, provide verbal and non-verbal questions, seek clarification, do not make assumptions, provide feedback
23. What is S. O. L. E. R.?: Squarely face the person, open your posture, lean towards the sender, eye contact
maintained, relax while attending
24. What is an active listening technique?: Clarifying
25. What is GIST?: Greet, Inquire, Suggest, Thank
26. Why is a customer-centric environment important?: It brings return customers, customer
loyalty, and revenue
27. Postal Service employees operate under a mandate to protect and preserve
the mail placed in its:: Custody
28. A violation of the security and sanctity of the mail is: Failing to deliver the mail
29. The first opportunity for a Sales and Services Associate (SSA) to start the
customer experience on a positive note is to:: Deliver the first impression
30. The type of communication that can enhance or contradict messages is:: -
Non-verbal communication
31. The approach a Sales and Services Associate (SSA) can use to engage our
customers and ensure their needs are met is:: GIST
32. For a mailpiece to be considered a flat-sized mailpiece it must pass the:: Flex-
ibility test
33. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the Postal Service?: Instills customer confidence
2/9
Study online at https://quizlet.com/_htkha7
1. USPS Mission: Provide a reliable, efficient, trusted, and affordable universal delivery service that connects
people and helps businesses grow.
2. USPS Vision: A Postal Service that enables all citizens to connect, businesses to grow, and communities to thrive
in a digital world
3. Does the Postal Service receive tax money?: No. The USPS Postal Service receives no tax dollars
for operating expenses and relies on the sale of postage, products, and services to fun operations.
4. What is the USPS's annual revenue?: $69 billion
5. What percent of the world's mail does the USPS serve?: 47%
6. What makes the USPS different from other shipping services?: The USPS is the only
service that reaches every address
7. What are the three goals of USPS?: Deliver high-quality services, provide world class customer
experiences, and ensure a safe workplace and an engaged workforce
8. What is the number one agency Americans rated as trusting to protect their
privacy?: The Postal Service
9. What is part of your job as a member of the USPS?: Maintaining America's confidence in
the mail by protecting the Postal Service, securing the nation's mail system, and ensuring public trust in the mail
10. What must USPS employees do to maintain public trust in the mail?: Protect the
security and sanctity of the mail in its custody from unauthorized opening, inspection, reading of contents or covers,
tampering, delay, or other unauthorized act
11. What are four examples of issues related to security and sanctity of the
mail?: Theft, destruction or damage of mail, delay of mail, and opening
12. What does USPIS stand for?: U. S. Postal Inspection Service
13. Describe a Sales and Services Distribution Associate (SSDA): Performs many of the
same duties of an SSA; however, they also support the back office distribution functions
14. Describe a Lobby Assistant: Helps customers identify mailing needs, ensures customers complete
required forms before they reach the window, and answers customer questions
15. Describe a Lead Sales and Services Associate (LSSA): 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
16. Describe a postmaster/manager: Business leaders and community anchors that make local con-
tacts the Postal Service needs to increase its share of the shipping market
1/9
, USPS SSA Academy
Study online at https://quizlet.com/_htkha7
17. Describe a Sales and Services Associate (SSA): Your teammates. You support each other by
ensuring the correct processes are followed and customer needs are met
18. Describe a Supervisor: Responsible for ensuring that employees are properly trained and well informed
19. What factors influence customer perceptions?: Being a personal professional, and having
the right product offerings.
20. What are the "six retail moments that matter?": 1. Deliver your first impression, 2. Act with
courtesy and urgency, 3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning between the back and front,
6. Solutions are your specialty
21. What is a part used for active listening?: Paraphrasing statements in your own words and
repeating key information to the customer for clarification is part of active listening
22. What are five essential elements of active listening?: Demonstrate an open and respectfu
demeanor, provide verbal and non-verbal questions, seek clarification, do not make assumptions, provide feedback
23. What is S. O. L. E. R.?: Squarely face the person, open your posture, lean towards the sender, eye contact
maintained, relax while attending
24. What is an active listening technique?: Clarifying
25. What is GIST?: Greet, Inquire, Suggest, Thank
26. Why is a customer-centric environment important?: It brings return customers, customer
loyalty, and revenue
27. Postal Service employees operate under a mandate to protect and preserve
the mail placed in its:: Custody
28. A violation of the security and sanctity of the mail is: Failing to deliver the mail
29. The first opportunity for a Sales and Services Associate (SSA) to start the
customer experience on a positive note is to:: Deliver the first impression
30. The type of communication that can enhance or contradict messages is:: -
Non-verbal communication
31. The approach a Sales and Services Associate (SSA) can use to engage our
customers and ensure their needs are met is:: GIST
32. For a mailpiece to be considered a flat-sized mailpiece it must pass the:: Flex-
ibility test
33. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the Postal Service?: Instills customer confidence
2/9
