1|Page
Sales and Services Associate – SSA Academy 421
Practice Exam with 200 Questions and Correct
Answers // USPS SSA Academy 421 Exam Prep
What is our mission? - ...ANSWER...✓✓ Provide trusted,
affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? -
...ANSWER...✓✓ Form 1000.
eLearning module 16
Perception is________ - ...ANSWER...✓✓ Reality.
17-3
What are our goals? - ...ANSWER...✓✓ Grow revenue,
increase market share and develop lifetime customers.
18-3
What are the two types of communication and give
examples of each? - ...ANSWER...✓✓ Verbal (spoken
,2|Page
words) and non-verbal (gestures, expressions, vocal
variety).
19-5
What are some non-verbal cues? - ...ANSWER...✓✓ Body
movement (shuffling feet and folding arms), posture,
gestures, facial expressions, personal space.
19-6
Listeners receive the same ______ all the time. -
...ANSWER...✓✓ Message.
19-7
What is S.O.L.E.R.? - ...ANSWER...✓✓ 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? - ...ANSWER...✓✓
One in which you and the customer make an informed,
mutually beneficial decision.
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20-3
When presenting the value of USPS products and
services, you align that value with? - ...ANSWER...✓✓ The
customer's needs.
20-3
What should be the objective of every SSA? -
...ANSWER...✓✓ 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? - ...ANSWER...✓✓ Needs.
20-5
What is need satisfaction selling? - ...ANSWER...✓✓
Recognition that customers buy products to satisfy their
needs.
20-5
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What is a need? - ...ANSWER...✓✓ A desire to improve or
accomplish something.
20-6
What is the language of needs and some examples? -
...ANSWER...✓✓ 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.? - ...ANSWER...✓✓ Greet, Inquire, Suggest
and Thank.
20-8
What additional products can be suggested? -
...ANSWER...✓✓ Stamps, packaging/shipping (Ready Post)
products, PO Box, passports, money orders.
20-10
Mailpieces not meeting minimum requirement criteria or
exceeding certain maximums are_________? -
...ANSWER...✓✓ Non-mailable. There is no fee, surcharge
Sales and Services Associate – SSA Academy 421
Practice Exam with 200 Questions and Correct
Answers // USPS SSA Academy 421 Exam Prep
What is our mission? - ...ANSWER...✓✓ Provide trusted,
affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? -
...ANSWER...✓✓ Form 1000.
eLearning module 16
Perception is________ - ...ANSWER...✓✓ Reality.
17-3
What are our goals? - ...ANSWER...✓✓ Grow revenue,
increase market share and develop lifetime customers.
18-3
What are the two types of communication and give
examples of each? - ...ANSWER...✓✓ Verbal (spoken
,2|Page
words) and non-verbal (gestures, expressions, vocal
variety).
19-5
What are some non-verbal cues? - ...ANSWER...✓✓ Body
movement (shuffling feet and folding arms), posture,
gestures, facial expressions, personal space.
19-6
Listeners receive the same ______ all the time. -
...ANSWER...✓✓ Message.
19-7
What is S.O.L.E.R.? - ...ANSWER...✓✓ 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? - ...ANSWER...✓✓
One in which you and the customer make an informed,
mutually beneficial decision.
,3|Page
20-3
When presenting the value of USPS products and
services, you align that value with? - ...ANSWER...✓✓ The
customer's needs.
20-3
What should be the objective of every SSA? -
...ANSWER...✓✓ 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? - ...ANSWER...✓✓ Needs.
20-5
What is need satisfaction selling? - ...ANSWER...✓✓
Recognition that customers buy products to satisfy their
needs.
20-5
, 4|Page
What is a need? - ...ANSWER...✓✓ A desire to improve or
accomplish something.
20-6
What is the language of needs and some examples? -
...ANSWER...✓✓ 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.? - ...ANSWER...✓✓ Greet, Inquire, Suggest
and Thank.
20-8
What additional products can be suggested? -
...ANSWER...✓✓ Stamps, packaging/shipping (Ready Post)
products, PO Box, passports, money orders.
20-10
Mailpieces not meeting minimum requirement criteria or
exceeding certain maximums are_________? -
...ANSWER...✓✓ Non-mailable. There is no fee, surcharge
