USPS Exam 421
Sales & Services Distribution Associate
Performs many of the same duties of (SSDA)
an SSA; however, they also support the
back office distribution functions.
Helps customers with package pick-ups Lobby Assistant
identify mailing needs, ensures cus-
tomers complete required forms before
they reach the window, and answers cus-
tomer questions.
Maintains a comprehensive working
knowledge of regulations ruling policy
and procedures relating to all phases of
retail services. Provides technical guid-
Lead Sales & Services Associate (LSSA)
ance to retail employees assigned to the
unit, informing them of changes or clar-
ifications in policies, procedures, opera-
tions, or regulations.
Business leaders and community an-
chors that make local contacts the postal
Postmaster/Manager
service needs to increase its share of the
shipping maket.
Your teammates. You support each other Sales & Services Associate (SSA)
by ensuring the correct processes are
followed and customer needs are met,
as well as educate customers on our
products and services.
Responsible for managing post office
day-to-day operations and ensuring that
Supervisor
employees are properly trained and
well-informed.
A customer needs an item to arrive "as
Priority Mail Express (PME) soon as possible," what is the best ser-
vice for them?
, USPS Exam 421
A customer states: "Delivery in the next
Priority Mail Express (PME) or Priority
few days would be fine." What is the best
Mail (PM)
service for them?
A customer states: "I am not in a hurry,
Ground Advantage (GA) just give me the cheapest rate." What is
the best service for them?
Postal Service employees operate under
Custody a mandate to protect and preserve the
mail placed in its:
A violation of the security and sanctity of
Failing to deliver the mail
the mail is:
The first opportunity for a Sales & Ser-
Deliver a first impression vices Associate (SSA) to start the cus-
tomer experience on a positive note is to:
The type of communication that can en-
Non-verbal Communication.
hance or contradict messages is:
The approach a Sales & Services Asso-
ciate (SSA) can use to engage our cus-
A+G.I.S.T.
tomers and ensure their needs are met
is:
Why is maintaining the security and
Instills customer confidence sanctity of the mail one of the core re-
sponsibilities of the postal service?
Successful sales transactions occur
Makes an informal mutual decision with
when the Sales & Services Associate
the customer on products/services
(SSA):
What is the most positive way to impact
Provide world-class customer service
customer perception of the Post Office?
Every address in the nation six days a The US Postal Service is the only deliv-
week ery service that reaches:
An organized workstation creates a more
Efficient
____ workplace.
Postal brand
, USPS Exam 421
How a Sales & Services Associate (SSA)
conducts themselves on the job affects
the:
An active listening technique used to cre-
Clarifying
ate a successful transaction is called:
One of the first things a customer no-
Personal appearance tices about a Sales & Services Associate
(SSA) is their:
The primary law enforcement for the US
US Postal Inspection Service
Postal Service is the:
You must have what ability when building
Ability to adapt
customer relationships?
What is the first step in the G.I.S.T. sales
Greet
process?
What skill do you need to build a comfort-
Ability to communicate
able rapport with customers?
What is the second step in the G.I.S.T.
Inquire
sales process?
What is especially important in today's
Their perception of you competitive market when dealing with a
customer?
What locations do customers enter and
Retail area
recognize you as the Postal Service?
What is the third step in the G.I.S.T. sales
Suggest
process?
What do you provide customers with
Customer satisfaction when you develop positive interactions
with them?
What is the fourth step in the G.I.S.T.
Thank
sales process?
What is removing merchandise, money,
Postal theft or coupons from undeliverable bulk busi-
ness mail considered?
Sales & Services Distribution Associate
Performs many of the same duties of (SSDA)
an SSA; however, they also support the
back office distribution functions.
Helps customers with package pick-ups Lobby Assistant
identify mailing needs, ensures cus-
tomers complete required forms before
they reach the window, and answers cus-
tomer questions.
Maintains a comprehensive working
knowledge of regulations ruling policy
and procedures relating to all phases of
retail services. Provides technical guid-
Lead Sales & Services Associate (LSSA)
ance to retail employees assigned to the
unit, informing them of changes or clar-
ifications in policies, procedures, opera-
tions, or regulations.
Business leaders and community an-
chors that make local contacts the postal
Postmaster/Manager
service needs to increase its share of the
shipping maket.
Your teammates. You support each other Sales & Services Associate (SSA)
by ensuring the correct processes are
followed and customer needs are met,
as well as educate customers on our
products and services.
Responsible for managing post office
day-to-day operations and ensuring that
Supervisor
employees are properly trained and
well-informed.
A customer needs an item to arrive "as
Priority Mail Express (PME) soon as possible," what is the best ser-
vice for them?
, USPS Exam 421
A customer states: "Delivery in the next
Priority Mail Express (PME) or Priority
few days would be fine." What is the best
Mail (PM)
service for them?
A customer states: "I am not in a hurry,
Ground Advantage (GA) just give me the cheapest rate." What is
the best service for them?
Postal Service employees operate under
Custody a mandate to protect and preserve the
mail placed in its:
A violation of the security and sanctity of
Failing to deliver the mail
the mail is:
The first opportunity for a Sales & Ser-
Deliver a first impression vices Associate (SSA) to start the cus-
tomer experience on a positive note is to:
The type of communication that can en-
Non-verbal Communication.
hance or contradict messages is:
The approach a Sales & Services Asso-
ciate (SSA) can use to engage our cus-
A+G.I.S.T.
tomers and ensure their needs are met
is:
Why is maintaining the security and
Instills customer confidence sanctity of the mail one of the core re-
sponsibilities of the postal service?
Successful sales transactions occur
Makes an informal mutual decision with
when the Sales & Services Associate
the customer on products/services
(SSA):
What is the most positive way to impact
Provide world-class customer service
customer perception of the Post Office?
Every address in the nation six days a The US Postal Service is the only deliv-
week ery service that reaches:
An organized workstation creates a more
Efficient
____ workplace.
Postal brand
, USPS Exam 421
How a Sales & Services Associate (SSA)
conducts themselves on the job affects
the:
An active listening technique used to cre-
Clarifying
ate a successful transaction is called:
One of the first things a customer no-
Personal appearance tices about a Sales & Services Associate
(SSA) is their:
The primary law enforcement for the US
US Postal Inspection Service
Postal Service is the:
You must have what ability when building
Ability to adapt
customer relationships?
What is the first step in the G.I.S.T. sales
Greet
process?
What skill do you need to build a comfort-
Ability to communicate
able rapport with customers?
What is the second step in the G.I.S.T.
Inquire
sales process?
What is especially important in today's
Their perception of you competitive market when dealing with a
customer?
What locations do customers enter and
Retail area
recognize you as the Postal Service?
What is the third step in the G.I.S.T. sales
Suggest
process?
What do you provide customers with
Customer satisfaction when you develop positive interactions
with them?
What is the fourth step in the G.I.S.T.
Thank
sales process?
What is removing merchandise, money,
Postal theft or coupons from undeliverable bulk busi-
ness mail considered?
