USPS Sales & Services Associate Training exam all 300 Questions and Verified Solutions Latest Update This Year

Page 1 of 51



USPS Sales & Services Associate Training

exam all 300 Questions and Verified

Solutions Latest Update This Year
QUESTION: When is DIM (dimensional) weight applied? - ANSWER-Only for Priority packages
which exceed 1 cubic foot and are mailed zones 5-8.




QUESTION: Dimensional weight pricing is determined by length, width and thickness (height)
and __________. - ANSWER-Weight.




QUESTION: What is the only article that can possibly have a non-machinable surcharge? -
ANSWER-Letter.



QUESTION: If an article is too heavy, too large or too small it is ______________. - ANSWER-
Non-mailable.



QUESTION: How does knowing the products you sell benefit customers and the post office? -
ANSWER-Strengthens communication skills, boosts enthusiasm, and assists in overcoming
concerns.




QUESTION: Name some benefits of Priority Mail Express. - ANSWER-Fastest shipping,
guaranteed delivery, delivery 365 days per year (even Sundays and Holidays), no residential




1

, Page 2 of 51


surcharges, no fuel charges, free tracking, $100 free insurance, signature available, delivery to
PO Boxes, flat rate boxes and envelopes, free shipping supplies.

Perception is - ANSWER-Reality



QUESTION: What are our goals? - ANSWER-Grow revenue, increase market share, develop
lifetime customers.



QUESTION: What are some non-verbal communication cues? - ANSWER-Body movement, facial
expressions, personal space.




QUESTION: The SSA shows communication is occurring when they ask the hazmat question? -
ANSWER-True.



QUESTION: 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.



QUESTION: 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.




QUESTION: What is "need satisfaction selling"? - ANSWER-The understanding of a customer's
needs through the use of probing questions and careful listening.




2

, Page 3 of 51


QUESTION: 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.




QUESTION: When you sell maximum value you are meeting the customer's __________. -
ANSWER-Needs.



QUESTION: What is a need? - ANSWER-A desire to improve or accomplish something.




QUESTION: An informed mutual decision with the customer on service/products is
___________. - ANSWER-A successful sales transaction.



QUESTION: What does G.I.S.T. stand for in the processing of engaging customers? - ANSWER-
Greet, Inquire, Suggest, Thank.



QUESTION: A common myth in communication is that listeners receive the same ______ all the
time. - ANSWER-Message.



QUESTION: If you ask a customer if they would like to send a package Priority Mail Express,
which is guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what
park of G.I.S.T. would this be? - ANSWER-Suggest.




QUESTION: 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.



3

, Page 4 of 51




QUESTION: What is the maximum weight for any package? - ANSWER-70 lbx.



QUESTION: How do you determine the dimensions of a mailpiece? - ANSWER-Combine the
length plus girth.




QUESTION: What are the 5 processing categories? - ANSWER-Letters, flats (large envelopes),
machinable parcels (SPRS), irregular parcels and outside parcels (both non-machinable).




QUESTION: What is our "Retail Motto"? - ANSWER-Clean, stocked and Friendly...Everyday!.



QUESTION: 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".




QUESTION: 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.




QUESTION: If an article meets the size qualifications for a large envelope (flat) but is rigid...what
price category is it charged? - ANSWER-Parcel rate.



QUESTION: 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).




4