USPS SALES AND SERVICES ASSOCIATE TRAINING EXAM
ACTUAL EXAM
Perception is - ANSWER: Reality
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? - ANSWER: Letters
Flats (large envelopes)
Machinable parcels (SPRS),
Irregular parcels and outside parcels (both non-machinable).
What is our "Retail Motto"? - ANSWER: Clean, stocked and Friendly... Everyday!
What is the maximum length and girth (combined) for a parcel? - ANSWER: 130" for
standard post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? - ANSWER: 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? - ANSWER: Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price
category is it charged? - ANSWER: Flat (large envelope).
What is a customer charged when a balloon surcharge applies? - ANSWER: 20 lb
rate.
When is DIM (dimensional) weight applied? - ANSWER: 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 __________. - ANSWER: Weight.
What is the only article that can possibly have a non-machinable surcharge? -
ANSWER: Letter.
If an article is too heavy, too large or too small it is ______________. - ANSWER:
Non-mailable.
How does knowing the products you sell benefit customers and the post office? -
ANSWER: Strengthens communication skills, boosts enthusiasm, and assists in
overcoming concerns.
ACTUAL EXAM
Perception is - ANSWER: Reality
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? - ANSWER: Letters
Flats (large envelopes)
Machinable parcels (SPRS),
Irregular parcels and outside parcels (both non-machinable).
What is our "Retail Motto"? - ANSWER: Clean, stocked and Friendly... Everyday!
What is the maximum length and girth (combined) for a parcel? - ANSWER: 130" for
standard post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? - ANSWER: 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? - ANSWER: Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price
category is it charged? - ANSWER: Flat (large envelope).
What is a customer charged when a balloon surcharge applies? - ANSWER: 20 lb
rate.
When is DIM (dimensional) weight applied? - ANSWER: 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 __________. - ANSWER: Weight.
What is the only article that can possibly have a non-machinable surcharge? -
ANSWER: Letter.
If an article is too heavy, too large or too small it is ______________. - ANSWER:
Non-mailable.
How does knowing the products you sell benefit customers and the post office? -
ANSWER: Strengthens communication skills, boosts enthusiasm, and assists in
overcoming concerns.
