USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
Performs many of the same duties of
an SSA; however, they also support the
back office distribution functions.
Sales & Services Distribution Associate
(SSDA)
Helps customers with package pick-ups
identify mailing needs, ensures cus-
tomers complete required forms before
they reach the window, and answers cus-
tomer questions.
Lobby Assistant
Maintains a comprehensive working
knowledge of regulations ruling policy
and procedures relating to all phases of
Lead Sales & Services Associate retail services. Provides technical guid-
(LSSA) ance to retail employees assigned to the
unit, informing them of changes or clar-
ifications in policies, procedures, opera-
tions, or regulations.
Business leaders and community an-
chors that make local contacts the postal
Postmaster/Manager
service needs to increase its share of the
shipping maket.
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
Your teammates. You support each other
by ensuring the correct processes are
followed and customer needs are met, as
well as educate customers on our prod-
ucts and services.
Sales & Services Associate (SSA)
Responsible for managing post office
day-to-day operations and ensuring that
Supervisor
employees are properly trained and
well-informed.
A customer needs an item to arrive "as
soon as possible," what is the best ser- Priority Mail Express (PME)
vice for them?
A customer states: "Delivery in the next
Priority Mail Express (PME) or Priority
few days would be fine." What is the best
Mail (PM)
service for them?
A customer states: "I am not in a hurry,
just give me the cheapest rate." What is Ground Advantage (GA)
the best service for them?
Postal Service employees operate under
a mandate to protect and preserve the Custody
mail placed in its:
A violation of the security and sanctity of
Failing to deliver the mail
the mail is:
The first opportunity for a Sales & Ser-
vices Associate (SSA) to start the cus- Deliver a first impression
tomer experience on a positive note is to:
The type of communication that can en-
Non-verbal Communication.
hance or contradict messages is:
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
The approach a Sales & Services As-
sociate (SSA) can use to engage our
A+G.I.S.T.
customers and ensure their needs are
met is:
Why is maintaining the security and
sanctity of the mail one of the core re- Instills customer confidence
sponsibilities of the postal service?
Successful sales transactions occur
Makes an informal mutual decision with
when the Sales & Services Associate
the customer on products/services
(SSA):
What is the most positive way to impact
Provide world-class customer service
customer perception of the Post Office?
The US Postal Service is the only deliv- Every address in the nation six days a
ery service that reaches: week
An organized workstation creates a
Efficient
more ____ workplace.
How a Sales & Services Associate (SSA)
conducts themselves on the job affects Postal brand
the:
An active listening technique used to cre-
Clarifying
ate a successful transaction is called:
One of the first things a customer no-
tices about a Sales & Services Associate Personal appearance
(SSA) is their:
The primary law enforcement for the US
US Postal Inspection Service
Postal Service is the:
You must have what ability when building
Ability to adapt
customer relationships?
What is the first step in the G.I.S.T. sales
Greet
process?
What skill do you need to build a comfort-
Ability to communicate
able rapport with customers?
What is the second step in the G.I.S.T.
Inquire
sales process?
Study online at https://quizlet.com/_dg3rxs
Performs many of the same duties of
an SSA; however, they also support the
back office distribution functions.
Sales & Services Distribution Associate
(SSDA)
Helps customers with package pick-ups
identify mailing needs, ensures cus-
tomers complete required forms before
they reach the window, and answers cus-
tomer questions.
Lobby Assistant
Maintains a comprehensive working
knowledge of regulations ruling policy
and procedures relating to all phases of
Lead Sales & Services Associate retail services. Provides technical guid-
(LSSA) ance to retail employees assigned to the
unit, informing them of changes or clar-
ifications in policies, procedures, opera-
tions, or regulations.
Business leaders and community an-
chors that make local contacts the postal
Postmaster/Manager
service needs to increase its share of the
shipping maket.
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
Your teammates. You support each other
by ensuring the correct processes are
followed and customer needs are met, as
well as educate customers on our prod-
ucts and services.
Sales & Services Associate (SSA)
Responsible for managing post office
day-to-day operations and ensuring that
Supervisor
employees are properly trained and
well-informed.
A customer needs an item to arrive "as
soon as possible," what is the best ser- Priority Mail Express (PME)
vice for them?
A customer states: "Delivery in the next
Priority Mail Express (PME) or Priority
few days would be fine." What is the best
Mail (PM)
service for them?
A customer states: "I am not in a hurry,
just give me the cheapest rate." What is Ground Advantage (GA)
the best service for them?
Postal Service employees operate under
a mandate to protect and preserve the Custody
mail placed in its:
A violation of the security and sanctity of
Failing to deliver the mail
the mail is:
The first opportunity for a Sales & Ser-
vices Associate (SSA) to start the cus- Deliver a first impression
tomer experience on a positive note is to:
The type of communication that can en-
Non-verbal Communication.
hance or contradict messages is:
, USPS Exam 421
Study online at https://quizlet.com/_dg3rxs
The approach a Sales & Services As-
sociate (SSA) can use to engage our
A+G.I.S.T.
customers and ensure their needs are
met is:
Why is maintaining the security and
sanctity of the mail one of the core re- Instills customer confidence
sponsibilities of the postal service?
Successful sales transactions occur
Makes an informal mutual decision with
when the Sales & Services Associate
the customer on products/services
(SSA):
What is the most positive way to impact
Provide world-class customer service
customer perception of the Post Office?
The US Postal Service is the only deliv- Every address in the nation six days a
ery service that reaches: week
An organized workstation creates a
Efficient
more ____ workplace.
How a Sales & Services Associate (SSA)
conducts themselves on the job affects Postal brand
the:
An active listening technique used to cre-
Clarifying
ate a successful transaction is called:
One of the first things a customer no-
tices about a Sales & Services Associate Personal appearance
(SSA) is their:
The primary law enforcement for the US
US Postal Inspection Service
Postal Service is the:
You must have what ability when building
Ability to adapt
customer relationships?
What is the first step in the G.I.S.T. sales
Greet
process?
What skill do you need to build a comfort-
Ability to communicate
able rapport with customers?
What is the second step in the G.I.S.T.
Inquire
sales process?
