USPS Sales & Services Associate
Training Exam Questions with correct
Answers () |100% Verified
1. Hazmat that is properly packaged, marked and declared by the mailer is called
what?
A. Undeclared Hazmat
B. Declared Hazmat
C. Certified Hazmat
D. Approved Hazmat
Answer: B. Declared Hazmat
2. Any parcel suspected of containing acceptable or prohibited hazmat which is not
properly packaged, labeled or identified is called what?
A. Declared Hazmat
B. Restricted Hazmat
C. Undeclared Hazmat
D. Anonymous Hazmat
Answer: C. Undeclared Hazmat
3. Words that may be soothing and tend to invoke a more positive reaction are called
what?
A. Trigger words
B. Neutral words
C. Calming words
D. Professional words
Answer: C. Calming words
4. A common myth in communication is that listeners receive the same what all the
time?
A. Response
B. Feedback
C. Message
D. Signal
Answer: C. Message
5. A PS Form 1412, Daily Financial Report, is divided into what 5 sections?
A. Revenue, Expenses, Inventory, Sales, and Unit ID
B. Stamp Accountability, Receipts, Disbursements, Unit ID and Initial Section
C. Cash, Stamps, Money Orders, Refunds, and Unit ID
,D. Sales, Returns, Credits, Debits, and Initial Section
Answer: B. Stamp Accountability, Receipts, Disbursements, Unit ID and Initial
Section
6. All postal products and services can be purchased with a debit card EXCEPT
which of the following?
A. Money orders
B. Postage stamps
C. Passport fees to the Department of State
D. Priority Mail Express shipments
Answer: C. Passport fees to the Department of State
7. An informed mutual decision with the customer on service/products is best
described as which of the following?
A. A needs assessment
B. A successful sales transaction
C. A value proposition
D. A product recommendation
Answer: B. A successful sales transaction
8. Can additional insurance be purchased at the window if it has already been
purchased online or at the Kiosk?
A. Yes, at any time
B. Yes, but only within 24 hours
C. No
D. Only with supervisor approval
Answer: C. No
9. Clerks are assigned stamp credit which consists of stamp stock and what else?
A. Postage meters
B. Money orders
C. Cash
D. Traveler's checks
Answer: C. Cash
10. In active communication, what does S.O.L.E.R. stand for?
A. Smile, Open posture, Listen, Engage, Respond
B. Squarely face the person, Open your posture, Lean towards the sender, Eye
contact, Relax
C. Speak clearly, Observe, Listen, Evaluate, Respond
D. Stand tall, Open up, Lean forward, Engage, Reflect
Answer: B. Squarely face the person, Open your posture, Lean towards the sender,
Eye contact, Relax
, 11. Dimensional weight pricing is determined by length, width, thickness (height) and
which of the following?
A. Destination zone
B. Weight
C. Package type
D. Insurance value
Answer: B. Weight
12. How can a customer pay for a money order?
A. Cash, credit card, or personal check
B. Cash, debit card, or traveler's check
C. Debit card, credit card, or check
D. Cash only
Answer: B. Cash, debit card, or traveler's check
13. How can a customer renew a PO Box?
A. Only in person at the post office
B. Online with credit/debit card, automatic renewal, self-service Kiosk, mail in a
check or money order, or pay in person
C. Only by mailing a check or money order
D. Only online or in person
Answer: B. Online with credit/debit card, automatic renewal, self-service Kiosk, mail
in a check or money order, or pay in person
14. How do you determine the dimensions of a mailpiece?
A. Measure length times width times height
B. Measure length and width only
C. Combine the length plus girth
D. Measure the longest side only
Answer: C. Combine the length plus girth
15. How does a customer initiate an International Insurance Claim?
A. Visit any post office in person
B. Submit a claim online at www.usps.com
C. Call the Postal Service International Inquiry Center at 1-800-222-1811
D. Mail PS Form 6401 to USPS headquarters
Answer: C. Call the Postal Service International Inquiry Center at 1-800-222-1811
16. How does knowing the products you sell benefit customers and the post office?
A. It reduces the need for customer service training
B. It strengthens communication skills, boosts enthusiasm, and assists in
overcoming concerns
C. It eliminates the need for supervisory oversight
D. It reduces the number of customer complaints
Training Exam Questions with correct
Answers () |100% Verified
1. Hazmat that is properly packaged, marked and declared by the mailer is called
what?
A. Undeclared Hazmat
B. Declared Hazmat
C. Certified Hazmat
D. Approved Hazmat
Answer: B. Declared Hazmat
2. Any parcel suspected of containing acceptable or prohibited hazmat which is not
properly packaged, labeled or identified is called what?
A. Declared Hazmat
B. Restricted Hazmat
C. Undeclared Hazmat
D. Anonymous Hazmat
Answer: C. Undeclared Hazmat
3. Words that may be soothing and tend to invoke a more positive reaction are called
what?
A. Trigger words
B. Neutral words
C. Calming words
D. Professional words
Answer: C. Calming words
4. A common myth in communication is that listeners receive the same what all the
time?
A. Response
B. Feedback
C. Message
D. Signal
Answer: C. Message
5. A PS Form 1412, Daily Financial Report, is divided into what 5 sections?
A. Revenue, Expenses, Inventory, Sales, and Unit ID
B. Stamp Accountability, Receipts, Disbursements, Unit ID and Initial Section
C. Cash, Stamps, Money Orders, Refunds, and Unit ID
,D. Sales, Returns, Credits, Debits, and Initial Section
Answer: B. Stamp Accountability, Receipts, Disbursements, Unit ID and Initial
Section
6. All postal products and services can be purchased with a debit card EXCEPT
which of the following?
A. Money orders
B. Postage stamps
C. Passport fees to the Department of State
D. Priority Mail Express shipments
Answer: C. Passport fees to the Department of State
7. An informed mutual decision with the customer on service/products is best
described as which of the following?
A. A needs assessment
B. A successful sales transaction
C. A value proposition
D. A product recommendation
Answer: B. A successful sales transaction
8. Can additional insurance be purchased at the window if it has already been
purchased online or at the Kiosk?
A. Yes, at any time
B. Yes, but only within 24 hours
C. No
D. Only with supervisor approval
Answer: C. No
9. Clerks are assigned stamp credit which consists of stamp stock and what else?
A. Postage meters
B. Money orders
C. Cash
D. Traveler's checks
Answer: C. Cash
10. In active communication, what does S.O.L.E.R. stand for?
A. Smile, Open posture, Listen, Engage, Respond
B. Squarely face the person, Open your posture, Lean towards the sender, Eye
contact, Relax
C. Speak clearly, Observe, Listen, Evaluate, Respond
D. Stand tall, Open up, Lean forward, Engage, Reflect
Answer: B. Squarely face the person, Open your posture, Lean towards the sender,
Eye contact, Relax
, 11. Dimensional weight pricing is determined by length, width, thickness (height) and
which of the following?
A. Destination zone
B. Weight
C. Package type
D. Insurance value
Answer: B. Weight
12. How can a customer pay for a money order?
A. Cash, credit card, or personal check
B. Cash, debit card, or traveler's check
C. Debit card, credit card, or check
D. Cash only
Answer: B. Cash, debit card, or traveler's check
13. How can a customer renew a PO Box?
A. Only in person at the post office
B. Online with credit/debit card, automatic renewal, self-service Kiosk, mail in a
check or money order, or pay in person
C. Only by mailing a check or money order
D. Only online or in person
Answer: B. Online with credit/debit card, automatic renewal, self-service Kiosk, mail
in a check or money order, or pay in person
14. How do you determine the dimensions of a mailpiece?
A. Measure length times width times height
B. Measure length and width only
C. Combine the length plus girth
D. Measure the longest side only
Answer: C. Combine the length plus girth
15. How does a customer initiate an International Insurance Claim?
A. Visit any post office in person
B. Submit a claim online at www.usps.com
C. Call the Postal Service International Inquiry Center at 1-800-222-1811
D. Mail PS Form 6401 to USPS headquarters
Answer: C. Call the Postal Service International Inquiry Center at 1-800-222-1811
16. How does knowing the products you sell benefit customers and the post office?
A. It reduces the need for customer service training
B. It strengthens communication skills, boosts enthusiasm, and assists in
overcoming concerns
C. It eliminates the need for supervisory oversight
D. It reduces the number of customer complaints
