USPS SALES AND SERVICES ASSOCIATE
TRAINING ACTUAL EXAM SCRIPT 2026
QUESTIONS WITH VERIFIED ANSWERS
● What is the form for filing an insurance claim? Answer: Form 1000.
eLearning module 16
● Perception is________ Answer: Reality.
17-3
● What are our goals? Answer: Grow revenue, increase market share
and develop lifetime customers.
18-3
● What are the two types of communication and give examples of each?
Answer: Verbal (spoken words) and non-verbal (gestures, expressions,
vocal variety).
19-5
● What are some non-verbal cues? Answer: Body movement (shuffling
feet and folding arms), posture, gestures, facial expressions, personal
space.
,19-6
● Listeners receive the same ______ all the time. Answer: Message.
19-7
● What is S.O.L.E.R.? Answer: Actively attending by: Squarely facing
the person, Open your posture, Lean towards the sender, Eye contact
maintained, Relax while attending.
19-7
● What is a successful sales transaction? Answer: One in which you and
the customer make an informed, mutually beneficial decision.
20-3
● When presenting the value of USPS products and services, you align
that value with? Answer: The customer's needs.
20-3
● What should be the objective of every SSA? Answer: Selling
maximum value to customers by matching their needs.
20-4
,● What is the driving force behind a customer's willingness to interact
with you, learn about Postal products, and make a purchase
commitment? Answer: Needs.
20-5
● What is need satisfaction selling? Answer: Recognition that customers
buy products to satisfy their needs.
20-5
● What is a need? Answer: A desire to improve or accomplish
something.
20-6
● What is the language of needs and some examples? Answer: Words
and phrases the express desire.
I want, I need, I hope, I'm looking for, I'm interested in, I wish, My
objective.
20-6
● What is G.I.S.T.? Answer: Greet, Inquire, Suggest and Thank.
20-8
, ● What additional products can be suggested? Answer: Stamps,
packaging/shipping (Ready Post) products, PO Box, passports, money
orders.
20-10
● Mailpieces not meeting minimum requirement criteria or exceeding
certain maximums are_________? Answer: Non-mailable. There is no
fee, surcharge or additional postage that can make a non-mailable item
mailable.
21-3
● Non-mailable means that the piece, as designed, is _______ from the
mailstream. Answer: Prohibited.
21-3
● What are the minimum dimensions of a mail piece (letter)? Answer: 3
½" in height, 5" in length, .007" in thickness, rectangular in shape.
21-3
● What is girth? Answer: The distance around the thickest part of a
package.
21-4
TRAINING ACTUAL EXAM SCRIPT 2026
QUESTIONS WITH VERIFIED ANSWERS
● What is the form for filing an insurance claim? Answer: Form 1000.
eLearning module 16
● Perception is________ Answer: Reality.
17-3
● What are our goals? Answer: Grow revenue, increase market share
and develop lifetime customers.
18-3
● What are the two types of communication and give examples of each?
Answer: Verbal (spoken words) and non-verbal (gestures, expressions,
vocal variety).
19-5
● What are some non-verbal cues? Answer: Body movement (shuffling
feet and folding arms), posture, gestures, facial expressions, personal
space.
,19-6
● Listeners receive the same ______ all the time. Answer: Message.
19-7
● What is S.O.L.E.R.? Answer: Actively attending by: Squarely facing
the person, Open your posture, Lean towards the sender, Eye contact
maintained, Relax while attending.
19-7
● What is a successful sales transaction? Answer: One in which you and
the customer make an informed, mutually beneficial decision.
20-3
● When presenting the value of USPS products and services, you align
that value with? Answer: The customer's needs.
20-3
● What should be the objective of every SSA? Answer: Selling
maximum value to customers by matching their needs.
20-4
,● What is the driving force behind a customer's willingness to interact
with you, learn about Postal products, and make a purchase
commitment? Answer: Needs.
20-5
● What is need satisfaction selling? Answer: Recognition that customers
buy products to satisfy their needs.
20-5
● What is a need? Answer: A desire to improve or accomplish
something.
20-6
● What is the language of needs and some examples? Answer: Words
and phrases the express desire.
I want, I need, I hope, I'm looking for, I'm interested in, I wish, My
objective.
20-6
● What is G.I.S.T.? Answer: Greet, Inquire, Suggest and Thank.
20-8
, ● What additional products can be suggested? Answer: Stamps,
packaging/shipping (Ready Post) products, PO Box, passports, money
orders.
20-10
● Mailpieces not meeting minimum requirement criteria or exceeding
certain maximums are_________? Answer: Non-mailable. There is no
fee, surcharge or additional postage that can make a non-mailable item
mailable.
21-3
● Non-mailable means that the piece, as designed, is _______ from the
mailstream. Answer: Prohibited.
21-3
● What are the minimum dimensions of a mail piece (letter)? Answer: 3
½" in height, 5" in length, .007" in thickness, rectangular in shape.
21-3
● What is girth? Answer: The distance around the thickest part of a
package.
21-4
