USPS SALES AND SERVICES ASSOCIATE
TRAINING EXAMINATION TEST COMPLETE
QUESTIONS AND ANSWERS FULL
SOLUTION VERIFIED
●● What are our goals?
Answer: Grow revenue, increase market share, develop lifetime
customers.
●● What are some non-verbal communication cues?
Answer: Body movement, facial expressions, personal space.
●● The SSA shows communication is occurring when they ask the
hazmat question?
Answer: True.
●● 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.
●● 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.
●● What is "need satisfaction selling"?
Answer: 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"?
Answer: I need, I want, I'm looking for, It's important, etc.
●● When you sell maximum value you are meeting the customer's
__________.
Answer: Needs.
●● What is a need?
Answer: A desire to improve or accomplish something.
●● An informed mutual decision with the customer on service/products
is ___________.
Answer: A successful sales transaction.
●● What does G.I.S.T. stand for in the processing of engaging
customers?
, Answer: Greet, Inquire, Suggest, Thank.
●● A common myth in communication is that listeners receive the same
______ all the time.
Answer: 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?
Answer: Suggest.
●● 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.
●● What is the maximum weight for any package?
Answer: 70 lbx.
●● How do you determine the dimensions of a mailpiece?
Answer: Combine the length plus girth.
●● What are the 5 processing categories?
TRAINING EXAMINATION TEST COMPLETE
QUESTIONS AND ANSWERS FULL
SOLUTION VERIFIED
●● What are our goals?
Answer: Grow revenue, increase market share, develop lifetime
customers.
●● What are some non-verbal communication cues?
Answer: Body movement, facial expressions, personal space.
●● The SSA shows communication is occurring when they ask the
hazmat question?
Answer: True.
●● 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.
●● 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.
●● What is "need satisfaction selling"?
Answer: 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"?
Answer: I need, I want, I'm looking for, It's important, etc.
●● When you sell maximum value you are meeting the customer's
__________.
Answer: Needs.
●● What is a need?
Answer: A desire to improve or accomplish something.
●● An informed mutual decision with the customer on service/products
is ___________.
Answer: A successful sales transaction.
●● What does G.I.S.T. stand for in the processing of engaging
customers?
, Answer: Greet, Inquire, Suggest, Thank.
●● A common myth in communication is that listeners receive the same
______ all the time.
Answer: 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?
Answer: Suggest.
●● 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.
●● What is the maximum weight for any package?
Answer: 70 lbx.
●● How do you determine the dimensions of a mailpiece?
Answer: Combine the length plus girth.
●● What are the 5 processing categories?
