USPS Sales & Services Associate
Training Exam Questions &
Answers17
Perception is - ANSWERS-Reality
What are our goals? - ANSWERS-Grow revenue, increase market share, develop lifetime
customers.
What are some non-verbal communication cues? - ANSWERS-Body movement, facial
expressions, personal space.
The SSA shows communication is occurring when they ask the hazmat question? - ANSWERS-
True.
Communication skills require you to practice actively attending. What does S.O.L.E.R. represent?
- ANSWERS-Squarely face the person. Open your posture. Lean towards the sender. Eye contact.
Relax.
What is a value proposition? - ANSWERS-The value to the customer of the product features and
benefits....how the customer feels the product meets their needs.
What is "need satisfaction selling"? - ANSWERS-The understanding of a customer's needs
through the use of probing questions and careful listening.
What are some examples of the use of the "language of needs"? - ANSWERS-I need, I want, I'm
looking for, It's important, etc.
,When you sell maximum value you are meeting the customer's __________. - ANSWERS-Needs.
What is a need? - ANSWERS-A desire to improve or accomplish something.
An informed mutual decision with the customer on service/products is ___________. -
ANSWERS-A successful sales transaction.
What does G.I.S.T. stand for in the processing of engaging customers? - ANSWERS-Greet,
Inquire, Suggest, Thank.
A common myth in communication is that listeners receive the same ______ all the time. -
ANSWERS-Message.
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? - ANSWERS-Suggest.
Once you determine how a customer wants to mail a package and have offered additional
insurance, what additional products may you suggest? - ANSWERS-Stamps, PO Boxes, money
orders, packaging supplies, greeting cards, passports.
What is the maximum weight for any package? - ANSWERS-70 lbx.
How do you determine the dimensions of a mailpiece? - ANSWERS-Combine the length plus
girth.
What are the 5 processing categories? - ANSWERS-Letters, flats (large envelopes), machinable
parcels (SPRS), irregular parcels and outside parcels (both non-machinable).
, What is our "Retail Motto"? - ANSWERS-Clean, stocked and Friendly...Everyday!.
What is the maximum length and girth (combined) for a parcel? - ANSWERS-130" for standard
post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? - ANSWERS-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.
If an article meets the size qualifications for a large envelope (flat) but is rigid...what price
category is it charged? - ANSWERS-Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price category is it
charged? - ANSWERS-Flat (large envelope).
What is a customer charged when a balloon surcharge applies? - ANSWERS-20 lb rate.
When is DIM (dimensional) weight applied? - ANSWERS-Only for Priority packages which exceed
1 cubic foot and are mailed zones 5-8.
Dimensional weight pricing is determined by length, width and thickness (height) and
__________. - ANSWERS-Weight.
What is the only article that can possibly have a non-machinable surcharge? - ANSWERS-Letter.
If an article is too heavy, too large or too small it is ______________. - ANSWERS-Non-mailable.
Training Exam Questions &
Answers17
Perception is - ANSWERS-Reality
What are our goals? - ANSWERS-Grow revenue, increase market share, develop lifetime
customers.
What are some non-verbal communication cues? - ANSWERS-Body movement, facial
expressions, personal space.
The SSA shows communication is occurring when they ask the hazmat question? - ANSWERS-
True.
Communication skills require you to practice actively attending. What does S.O.L.E.R. represent?
- ANSWERS-Squarely face the person. Open your posture. Lean towards the sender. Eye contact.
Relax.
What is a value proposition? - ANSWERS-The value to the customer of the product features and
benefits....how the customer feels the product meets their needs.
What is "need satisfaction selling"? - ANSWERS-The understanding of a customer's needs
through the use of probing questions and careful listening.
What are some examples of the use of the "language of needs"? - ANSWERS-I need, I want, I'm
looking for, It's important, etc.
,When you sell maximum value you are meeting the customer's __________. - ANSWERS-Needs.
What is a need? - ANSWERS-A desire to improve or accomplish something.
An informed mutual decision with the customer on service/products is ___________. -
ANSWERS-A successful sales transaction.
What does G.I.S.T. stand for in the processing of engaging customers? - ANSWERS-Greet,
Inquire, Suggest, Thank.
A common myth in communication is that listeners receive the same ______ all the time. -
ANSWERS-Message.
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? - ANSWERS-Suggest.
Once you determine how a customer wants to mail a package and have offered additional
insurance, what additional products may you suggest? - ANSWERS-Stamps, PO Boxes, money
orders, packaging supplies, greeting cards, passports.
What is the maximum weight for any package? - ANSWERS-70 lbx.
How do you determine the dimensions of a mailpiece? - ANSWERS-Combine the length plus
girth.
What are the 5 processing categories? - ANSWERS-Letters, flats (large envelopes), machinable
parcels (SPRS), irregular parcels and outside parcels (both non-machinable).
, What is our "Retail Motto"? - ANSWERS-Clean, stocked and Friendly...Everyday!.
What is the maximum length and girth (combined) for a parcel? - ANSWERS-130" for standard
post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? - ANSWERS-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.
If an article meets the size qualifications for a large envelope (flat) but is rigid...what price
category is it charged? - ANSWERS-Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price category is it
charged? - ANSWERS-Flat (large envelope).
What is a customer charged when a balloon surcharge applies? - ANSWERS-20 lb rate.
When is DIM (dimensional) weight applied? - ANSWERS-Only for Priority packages which exceed
1 cubic foot and are mailed zones 5-8.
Dimensional weight pricing is determined by length, width and thickness (height) and
__________. - ANSWERS-Weight.
What is the only article that can possibly have a non-machinable surcharge? - ANSWERS-Letter.
If an article is too heavy, too large or too small it is ______________. - ANSWERS-Non-mailable.
