USPS 421 COMPREHENSIVE EXAM STUDY
GUIDE COMPLETE QUESTIONS AND
SOLUTIONS
●● 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
●● Why is maintaining sanctity of the mail one of the core
responsibilities of the postal service?
Answer: To instill customer confidence
,●● 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)
●● 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
●● A Priority Mail Express customer is entitled to a refund if:
Answer: Delivered Late
, ●● Regardless of weight up to 70lbs the price that applies to Retail
Ground parcels over 108" but no more than 130" is:
Answer: Oversized Pricing
●● The max length and girth for Priority Mail is
Answer: 108"
●● What type of mail consists of items sent within the United States
Answer: Domestic
●● 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
GUIDE COMPLETE QUESTIONS AND
SOLUTIONS
●● 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
●● Why is maintaining sanctity of the mail one of the core
responsibilities of the postal service?
Answer: To instill customer confidence
,●● 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)
●● 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
Answer: 13 oz
●● A Priority Mail Express customer is entitled to a refund if:
Answer: Delivered Late
, ●● Regardless of weight up to 70lbs the price that applies to Retail
Ground parcels over 108" but no more than 130" is:
Answer: Oversized Pricing
●● The max length and girth for Priority Mail is
Answer: 108"
●● What type of mail consists of items sent within the United States
Answer: Domestic
●● 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
