USPS Exam 421 Window Clerk SSA
Academy Exam Questions and
Answers
Successful sales transactions occur when the SSA: - ANSWER-Makes an informed
mutual decision with customer on products and services
What is the most positive way to impact customer perception of the post office? -
ANSWER-Provide world class service
The US Postal Service is the only delivery that reaches: - ANSWER-Every address in
the nation 6 days a week
An organized workstation creates a more __________________ workpace - ANSWER-
Effiecient
How a SSA conducts themselves on the job effects the? - ANSWER-Postal Brand
An active listening technique used to create a successful transaction is called -
ANSWER-Clarifying
One of the first things a customer notices about a SSA is - ANSWER-Personal
Appearance
The primary law enforcement for USPS is the - ANSWER-United States Postal
Inspection Service (USPIS)
Postal service employees operate under a mandate to protect and preserve the mail
paced in its: - ANSWER-Custody
What are 4 violations of security and sanctity of the mail - ANSWER-Theft, Open,
Damage or Delay
The first opportunity for a SSA to start the customer experience on a positive is: -
ANSWER-Deliver 1st Impression
Type of communication that can enhance or contradict messages: - ANSWER-Non-
Verbal Communication
The approach a SSA can use to engage our customer and ensure needs are met is: -
ANSWER-A+GIST
, What pricing may be charged for PM items measuring over one cubic foot designating
to Zone 6? - ANSWER-Dimensional
What can you offer customers for their mailing and shipping needs? - ANSWER-
Solutions
Which category of products do premier products belong? - ANSWER-Shipping
Which category of products does First Class Mail belong - ANSWER-Mailing
What type of products are offered to provide the best value to the customer? -
ANSWER-Premier
Which product provides the fastest delivery service? - ANSWER-Express
What must customers provide for every item mailed? - ANSWER-Address
Which USPS service is automatically included for PME, PM, FCM, Retail Ground,
library mail and media mail - ANSWER-Tracking
Which charts are used to calculate PME, PM, and USPS Retail Ground Prices? -
ANSWER-Zone
Change of Address is valid for: - ANSWER-18 months
What service does USPS tracking provide - ANSWER-Date zipcode and time of delivery
time or attempted
What is the maximum amount of insurance that may be purchased - ANSWER-$5,000
Why is maintaining sanctity of the mail one of the core responsibilities of the postal
service? - ANSWER-To instill customer confidence
Preferred service that usually offer the customer the best value is - ANSWER-Priority
Mail Express and Priority Mail
Customer wants to mail fewer then 5000 flat sized to everyone in a specific area. What
would you offer? - ANSWER-Every Door Direct Mail (EDDM)
First class mail consists of greeting cards, statements bills and what? - ANSWER-
Business Documents
Any mailable item weighing _______ or less can be sent first class mail - ANSWER-13
oz
Academy Exam Questions and
Answers
Successful sales transactions occur when the SSA: - ANSWER-Makes an informed
mutual decision with customer on products and services
What is the most positive way to impact customer perception of the post office? -
ANSWER-Provide world class service
The US Postal Service is the only delivery that reaches: - ANSWER-Every address in
the nation 6 days a week
An organized workstation creates a more __________________ workpace - ANSWER-
Effiecient
How a SSA conducts themselves on the job effects the? - ANSWER-Postal Brand
An active listening technique used to create a successful transaction is called -
ANSWER-Clarifying
One of the first things a customer notices about a SSA is - ANSWER-Personal
Appearance
The primary law enforcement for USPS is the - ANSWER-United States Postal
Inspection Service (USPIS)
Postal service employees operate under a mandate to protect and preserve the mail
paced in its: - ANSWER-Custody
What are 4 violations of security and sanctity of the mail - ANSWER-Theft, Open,
Damage or Delay
The first opportunity for a SSA to start the customer experience on a positive is: -
ANSWER-Deliver 1st Impression
Type of communication that can enhance or contradict messages: - ANSWER-Non-
Verbal Communication
The approach a SSA can use to engage our customer and ensure needs are met is: -
ANSWER-A+GIST
, What pricing may be charged for PM items measuring over one cubic foot designating
to Zone 6? - ANSWER-Dimensional
What can you offer customers for their mailing and shipping needs? - ANSWER-
Solutions
Which category of products do premier products belong? - ANSWER-Shipping
Which category of products does First Class Mail belong - ANSWER-Mailing
What type of products are offered to provide the best value to the customer? -
ANSWER-Premier
Which product provides the fastest delivery service? - ANSWER-Express
What must customers provide for every item mailed? - ANSWER-Address
Which USPS service is automatically included for PME, PM, FCM, Retail Ground,
library mail and media mail - ANSWER-Tracking
Which charts are used to calculate PME, PM, and USPS Retail Ground Prices? -
ANSWER-Zone
Change of Address is valid for: - ANSWER-18 months
What service does USPS tracking provide - ANSWER-Date zipcode and time of delivery
time or attempted
What is the maximum amount of insurance that may be purchased - ANSWER-$5,000
Why is maintaining sanctity of the mail one of the core responsibilities of the postal
service? - ANSWER-To instill customer confidence
Preferred service that usually offer the customer the best value is - ANSWER-Priority
Mail Express and Priority Mail
Customer wants to mail fewer then 5000 flat sized to everyone in a specific area. What
would you offer? - ANSWER-Every Door Direct Mail (EDDM)
First class mail consists of greeting cards, statements bills and what? - ANSWER-
Business Documents
Any mailable item weighing _______ or less can be sent first class mail - ANSWER-13
oz
