USPS SSA CERTIFICATION EVALUATION
2026 TEST PAPER QUESTIONS AND
SOLUTIONS
●● What 2 steps are part of the Inquire in A+GIST?
Answer: 1. Hazmat Question
2. Offer PM Express and then Priority unless otherwise told they want
the cheapest option.
●● What 2 steps are part of the Suggest in A+GIST?
Answer: 1. Offer additional insurance or signature required.
2. Ask if they need anything else such as stamps or greeting cards.
●● What step is part of the Thank in A+GIST?
Answer: Ask them to fill out the POS Survey at the bottom of the
receipt.
●● What are the 6 Retail Moments that Matter?
Answer: 1. Deliver Your First Impression
2. Act With Courtesy and Urgency
3. Keep It Clean and Pristine
4. Delivering the Pride Inside
,5. It's Game Time
6. Solutions Are Your Specialty
●● What does SOLER stand for?
Answer: S = Squarely face the person
O = Open your posture
L = Lean toward sender
E = Eye contact maintained
R = Relax while attending
●● Postal Service employees operate under a mandate to protect and
preserve the mail placed in its:
Answer: custody
●● A violation of the security and sanctity of the mail is failing to:
Answer: deliver the mail
●● The first opportunity for an SSA to start the customer experience on
a positive note is to:
Answer: Deliver a good first impression
●● Type of communication that can enhance or contradict messages:
Answer: Nonverbal Communication
,●● The approach an SSA can use to engage our customer and ensure
needs are met is:
Answer: A+GIST
●● Why is maintaining the security and sanctity of the mail one of the
core responsibilities of the Postal Service?
Answer: Instills customer confidence
●● Successful sales transactions occur when the SSA:
Answer: Creates repeat, loyal, and knowledgeable customers
●● What is the most positive way to impact customer perception of the
Post Office?
Answer: Provide world - class customer service
●● The U.S. Postal Service is the only delivery service that reaches:
Answer: Every address in the nation six days a week
●● An organized workstation creates a more ______ workplace
Answer: efficient
●● How an 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 an SSA is their:
Answer: Personal Appearance
●● The primary law enforcement for the USPS is the:
Answer: Postal Inspection Service
●● Includes the removing of merchandise, money, or coupons from
undeliverable bulk mail.
Answer: Theft
●● Independent agency within the Postal Service under the supervision
of nine presidentially appointed members of the Board of Governors.
Answer: Office of Inspector General (OIG)
●● OIG Mission
Answer: To maintain confidence in the postal system and improve the
bottom line through independent audits and investigations.
2026 TEST PAPER QUESTIONS AND
SOLUTIONS
●● What 2 steps are part of the Inquire in A+GIST?
Answer: 1. Hazmat Question
2. Offer PM Express and then Priority unless otherwise told they want
the cheapest option.
●● What 2 steps are part of the Suggest in A+GIST?
Answer: 1. Offer additional insurance or signature required.
2. Ask if they need anything else such as stamps or greeting cards.
●● What step is part of the Thank in A+GIST?
Answer: Ask them to fill out the POS Survey at the bottom of the
receipt.
●● What are the 6 Retail Moments that Matter?
Answer: 1. Deliver Your First Impression
2. Act With Courtesy and Urgency
3. Keep It Clean and Pristine
4. Delivering the Pride Inside
,5. It's Game Time
6. Solutions Are Your Specialty
●● What does SOLER stand for?
Answer: S = Squarely face the person
O = Open your posture
L = Lean toward sender
E = Eye contact maintained
R = Relax while attending
●● Postal Service employees operate under a mandate to protect and
preserve the mail placed in its:
Answer: custody
●● A violation of the security and sanctity of the mail is failing to:
Answer: deliver the mail
●● The first opportunity for an SSA to start the customer experience on
a positive note is to:
Answer: Deliver a good first impression
●● Type of communication that can enhance or contradict messages:
Answer: Nonverbal Communication
,●● The approach an SSA can use to engage our customer and ensure
needs are met is:
Answer: A+GIST
●● Why is maintaining the security and sanctity of the mail one of the
core responsibilities of the Postal Service?
Answer: Instills customer confidence
●● Successful sales transactions occur when the SSA:
Answer: Creates repeat, loyal, and knowledgeable customers
●● What is the most positive way to impact customer perception of the
Post Office?
Answer: Provide world - class customer service
●● The U.S. Postal Service is the only delivery service that reaches:
Answer: Every address in the nation six days a week
●● An organized workstation creates a more ______ workplace
Answer: efficient
●● How an 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 an SSA is their:
Answer: Personal Appearance
●● The primary law enforcement for the USPS is the:
Answer: Postal Inspection Service
●● Includes the removing of merchandise, money, or coupons from
undeliverable bulk mail.
Answer: Theft
●● Independent agency within the Postal Service under the supervision
of nine presidentially appointed members of the Board of Governors.
Answer: Office of Inspector General (OIG)
●● OIG Mission
Answer: To maintain confidence in the postal system and improve the
bottom line through independent audits and investigations.
