USPS SSA Academy Exam Questions
with Complete Solutions20
USPS Mission - ANSWERS-Provide a reliable, efficient, trusted, and affordable universal delivery
service that connects people and helps businesses grow.
USPS Vision - ANSWERS-A Postal Service that enables all citizens to connect, businesses to grow,
and communities to thrive in a digital world
Does the Postal Service receive tax money? - ANSWERS-No. The USPS Postal Service receives no
tax dollars for operating expenses and relies on the sale of postage, products, and services to
fun operations.
What is the USPS's annual revenue? - ANSWERS-$69 billion
What percent of the world's mail does the USPS serve? - ANSWERS-47%
What makes the USPS different from other shipping services? - ANSWERS-The USPS is the only
service that reaches every address
What are the three goals of USPS? - ANSWERS-Deliver high-quality services, provide world class
customer experiences, and ensure a safe workplace and an engaged workforce
What is the number one agency Americans rated as trusting to protect their privacy? -
ANSWERS-The Postal Service
,What is part of your job as a member of the USPS? - ANSWERS-Maintaining America's
confidence in the mail by protecting the Postal Service, securing the nation's mail system, and
ensuring public trust in the mail
What must USPS employees do to maintain public trust in the mail? - ANSWERS-Protect the
security and sanctity of the mail in its custody from unauthorized opening, inspection, reading
of contents or covers, tampering, delay, or other unauthorized act
What are four examples of issues related to security and sanctity of the mail? - ANSWERS-Theft,
destruction or damage of mail, delay of mail, and opening
What does USPIS stand for? - ANSWERS-U. S. Postal Inspection Service
Describe a Sales and Services Distribution Associate (SSDA) - ANSWERS-Performs many of the
same duties of an SSA; however, they also support the back office distribution functions
Describe a Lobby Assistant - ANSWERS-Helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer
questions
Describe a Lead Sales and Services Associate (LSSA) - ANSWERS-Maintains a comprehensive
working knowledge of regulations ruling policy and procedures relating to all phases of retail
services. Provides technical guidance to retail employees assigned to the unit, informing them
of changes or clarifications in policies, procedures, operations, or regulations
Describe a postmaster/manager - ANSWERS-Business leaders and community anchors that
make local contacts the Postal Service needs to increase its share of the shipping market
Describe a Sales and Services Associate (SSA) - ANSWERS-Your teammates. You support each
other by ensuring the correct processes are followed and customer needs are met
, Describe a Supervisor - ANSWERS-Responsible for ensuring that employees are properly trained
and well informed
What factors influence customer perceptions? - ANSWERS-Being a personal professional, and
having the right product offerings.
What are the "six retail moments that matter?" - ANSWERS-1. Deliver your first impression, 2.
Act with courtesy and urgency, 3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning
between the back and front, 6. Solutions are your specialty
What is a part used for active listening? - ANSWERS-Paraphrasing statements in your own words
and repeating key information to the customer for clarification is part of active listening
What are five essential elements of active listening? - ANSWERS-Demonstrate an open and
respectful demeanor, provide verbal and non-verbal questions, seek clarification, do not make
assumptions, provide feedback
What is S. O. L. E. R.? - ANSWERS-Squarely face the person, open your posture, lean towards the
sender, eye contact maintained, relax while attending
What is an active listening technique? - ANSWERS-Clarifying
What is GIST? - ANSWERS-Greet, Inquire, Suggest, Thank
Why is a customer-centric environment important? - ANSWERS-It brings return customers,
customer loyalty, and revenue
with Complete Solutions20
USPS Mission - ANSWERS-Provide a reliable, efficient, trusted, and affordable universal delivery
service that connects people and helps businesses grow.
USPS Vision - ANSWERS-A Postal Service that enables all citizens to connect, businesses to grow,
and communities to thrive in a digital world
Does the Postal Service receive tax money? - ANSWERS-No. The USPS Postal Service receives no
tax dollars for operating expenses and relies on the sale of postage, products, and services to
fun operations.
What is the USPS's annual revenue? - ANSWERS-$69 billion
What percent of the world's mail does the USPS serve? - ANSWERS-47%
What makes the USPS different from other shipping services? - ANSWERS-The USPS is the only
service that reaches every address
What are the three goals of USPS? - ANSWERS-Deliver high-quality services, provide world class
customer experiences, and ensure a safe workplace and an engaged workforce
What is the number one agency Americans rated as trusting to protect their privacy? -
ANSWERS-The Postal Service
,What is part of your job as a member of the USPS? - ANSWERS-Maintaining America's
confidence in the mail by protecting the Postal Service, securing the nation's mail system, and
ensuring public trust in the mail
What must USPS employees do to maintain public trust in the mail? - ANSWERS-Protect the
security and sanctity of the mail in its custody from unauthorized opening, inspection, reading
of contents or covers, tampering, delay, or other unauthorized act
What are four examples of issues related to security and sanctity of the mail? - ANSWERS-Theft,
destruction or damage of mail, delay of mail, and opening
What does USPIS stand for? - ANSWERS-U. S. Postal Inspection Service
Describe a Sales and Services Distribution Associate (SSDA) - ANSWERS-Performs many of the
same duties of an SSA; however, they also support the back office distribution functions
Describe a Lobby Assistant - ANSWERS-Helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer
questions
Describe a Lead Sales and Services Associate (LSSA) - ANSWERS-Maintains a comprehensive
working knowledge of regulations ruling policy and procedures relating to all phases of retail
services. Provides technical guidance to retail employees assigned to the unit, informing them
of changes or clarifications in policies, procedures, operations, or regulations
Describe a postmaster/manager - ANSWERS-Business leaders and community anchors that
make local contacts the Postal Service needs to increase its share of the shipping market
Describe a Sales and Services Associate (SSA) - ANSWERS-Your teammates. You support each
other by ensuring the correct processes are followed and customer needs are met
, Describe a Supervisor - ANSWERS-Responsible for ensuring that employees are properly trained
and well informed
What factors influence customer perceptions? - ANSWERS-Being a personal professional, and
having the right product offerings.
What are the "six retail moments that matter?" - ANSWERS-1. Deliver your first impression, 2.
Act with courtesy and urgency, 3. Keeping it clean, 4. Delivering the pride inside, 5. Transitioning
between the back and front, 6. Solutions are your specialty
What is a part used for active listening? - ANSWERS-Paraphrasing statements in your own words
and repeating key information to the customer for clarification is part of active listening
What are five essential elements of active listening? - ANSWERS-Demonstrate an open and
respectful demeanor, provide verbal and non-verbal questions, seek clarification, do not make
assumptions, provide feedback
What is S. O. L. E. R.? - ANSWERS-Squarely face the person, open your posture, lean towards the
sender, eye contact maintained, relax while attending
What is an active listening technique? - ANSWERS-Clarifying
What is GIST? - ANSWERS-Greet, Inquire, Suggest, Thank
Why is a customer-centric environment important? - ANSWERS-It brings return customers,
customer loyalty, and revenue
