USPS Sales & Services Associate Training
What is our mission? - Provide trusted, affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? - Form 1000.
eLearning module 16
Perception is________ - Reality.
17-3
What are our goals? - Grow revenue, increase market share and develop lifetime
customers.
18-3
What are the two types of communication and give examples of each? - Verbal (spoken
words) and non-verbal (gestures, expressions, vocal variety).
19-5
What are some non-verbal cues? - Body movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal space.
19-6
Listeners receive the same ______ all the time. - Message.
19-7
What is S.O.L.E.R.? - Actively attending by: Squarely facing the person, Open your posture,
Lean towards the sender, Eye contact maintained, Relax while attending.
19-7
What is a successful sales transaction? - One in which you and the customer make an
informed, mutually beneficial decision.
20-3
When presenting the value of USPS products and services, you align that value with? - The
customer's needs.
20-3
What should be the objective of every SSA? - Selling maximum value to customers by
matching their needs.
20-4
What is the driving force behind a customer's willingness to interact with you, learn about
Postal products, and make a purchase commitment? - Needs.
, 20-5
What is need satisfaction selling? - Recognition that customers buy products to satisfy their
needs.
20-5
What is a need? - A desire to improve or accomplish something.
20-6
What is the language of needs and some examples? - Words and phrases the express desire.
I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective.
20-6
What is G.I.S.T.? - Greet, Inquire, Suggest and Thank.
20-8
What additional products can be suggested? - Stamps, packaging/shipping (Ready Post)
products, PO Box, passports, money orders.
20-10
Mailpieces not meeting minimum requirement criteria or exceeding certain maximums
are_________? - Non-mailable. There is no fee, surcharge or additional postage that can make
a non-mailable item mailable.
21-3
Non-mailable means that the piece, as designed, is _______ from the mailstream. - Prohibited.
21-3
What are the minimum dimensions of a mail piece (letter)? - 3 ½" in height, 5" in length,
.007" in thickness, rectangular in shape.
21-3
What is girth? - The distance around the thickest part of a package.
21-4
What are maximum dimensions for a package? - 70 pounds. 108" length + girth. Up to 130"
length + girth for Standard.
21-4
What are the five mail processing categories? - Letters, flats, machinable parcels, irregular
parcels, outside parcels.
21-4
What is the maximum size for a postcard? - 4 1/4" height, 6" length, .016" thickness.
21-5
What is our mission? - Provide trusted, affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? - Form 1000.
eLearning module 16
Perception is________ - Reality.
17-3
What are our goals? - Grow revenue, increase market share and develop lifetime
customers.
18-3
What are the two types of communication and give examples of each? - Verbal (spoken
words) and non-verbal (gestures, expressions, vocal variety).
19-5
What are some non-verbal cues? - Body movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal space.
19-6
Listeners receive the same ______ all the time. - Message.
19-7
What is S.O.L.E.R.? - Actively attending by: Squarely facing the person, Open your posture,
Lean towards the sender, Eye contact maintained, Relax while attending.
19-7
What is a successful sales transaction? - One in which you and the customer make an
informed, mutually beneficial decision.
20-3
When presenting the value of USPS products and services, you align that value with? - The
customer's needs.
20-3
What should be the objective of every SSA? - Selling maximum value to customers by
matching their needs.
20-4
What is the driving force behind a customer's willingness to interact with you, learn about
Postal products, and make a purchase commitment? - Needs.
, 20-5
What is need satisfaction selling? - Recognition that customers buy products to satisfy their
needs.
20-5
What is a need? - A desire to improve or accomplish something.
20-6
What is the language of needs and some examples? - Words and phrases the express desire.
I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective.
20-6
What is G.I.S.T.? - Greet, Inquire, Suggest and Thank.
20-8
What additional products can be suggested? - Stamps, packaging/shipping (Ready Post)
products, PO Box, passports, money orders.
20-10
Mailpieces not meeting minimum requirement criteria or exceeding certain maximums
are_________? - Non-mailable. There is no fee, surcharge or additional postage that can make
a non-mailable item mailable.
21-3
Non-mailable means that the piece, as designed, is _______ from the mailstream. - Prohibited.
21-3
What are the minimum dimensions of a mail piece (letter)? - 3 ½" in height, 5" in length,
.007" in thickness, rectangular in shape.
21-3
What is girth? - The distance around the thickest part of a package.
21-4
What are maximum dimensions for a package? - 70 pounds. 108" length + girth. Up to 130"
length + girth for Standard.
21-4
What are the five mail processing categories? - Letters, flats, machinable parcels, irregular
parcels, outside parcels.
21-4
What is the maximum size for a postcard? - 4 1/4" height, 6" length, .016" thickness.
21-5
