USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified).

USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified). Perception is - ANSWER Reality What are our goals? - ANSWER Grow revenue, increase market share, develop lifetime customers. What are some non-verbal communication cues? - ANSWER Body movement, facial expressions, personal space. The SSA shows communication is occurring when they ask the hazmat question? - ANSWER True. Communication skills require you to practice actively attending. What does S.O.L.E.R. represent? - ANSWER Squarely face the person. Open your posture. Lean towards the sender. Eye contact. Relax. What is a value proposition? - ANSWER The value to the customer of the product features and benefits....how the customer feels the product meets their needs. What is "need satisfaction selling"? - ANSWER The understanding of a customer's needs through the use of probing questions and careful listening. What are some examples of the use of the "language of needs"? - ANSWER I need, I want, I'm looking for, It's important, etc. When you sell maximum value you are meeting the customer's __________. - ANSWER Needs. What is a need? - ANSWER A desire to improve or accomplish something. An informed mutual decision with the customer on service/products is ___________. - ANSWER A successful sales transaction. What does G.I.S.T. stand for in the processing of engaging customers? - ANSWER Greet, Inquire, Suggest, Thank. A common myth in communication is that listeners receive the same ______ all the time. - ANSWER Message. If you ask a customer if they would like to send a package Priority Mail Express, which is USPS Sales & Services Associate Training Final Exam 2023/2024 (100%Verified). guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what park of G.I.S.T. would this be? - ANSWER Suggest. Once you determine how a customer wants to mail a package and have offered additional insurance, what additional products may you suggest? - ANSWER Stamps, PO Boxes, money orders, packaging supplies, greeting cards, passports. What is the maximum weight for any package? - ANSWER 70 lbx. How do you determine the dimensions of a mailpiece? - ANSWER Combine the length plus girth. What are the 5 processing categories? - ANSWER Letters, flats (large envelopes), machinable parcels (SPRS), irregular parcels and outside parcels (both non-machinable). What is our "Retail Motto"? - ANSWER Clean, stocked and Friendly...Everyday!. What is the maximum length and girth (combined) for a parcel? - ANSWER 130" for standard post only. Oversize charges will apply for packages exceeding 108". When are balloon charges applied? - ANSWER Packages weighing less than 20 lbs that measure over 84" but not more than 108" (length + girth combined) that are shipped Priority mail zones 104 or Standard to all zones. If an article meets the size qualifications for a large envelope (flat) but is rigid...what price category is it charged? - ANSWER Parcel rate. 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 a customer charged when a balloon surcharge applies? - ANSWER 20 lb rate. When is DIM (dimensional) weight applied? - ANSWER Only for Priority packages which exceed 1 cubic foot and are mailed zones 5-8. Dimensional weight pricing is determined by length, width and thickness (height) and __________. - ANSWER Weight. What is the only article that can possibly have a non-machinable surcharge? - ANSWER Letter. If an article is too heavy, too large or too small it is ______________. - ANSWER Non-mailable.