USPS Marketing Sales and Services Associate Training With Answers (147 Solved Questions)

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USPS Sales & Services Associate TrainingWhat is our mission? - answerProvide trusted, affordable, universal service.eLearning module 1What is the form for filing an insurance claim? - answerForm 1000.eLearning module 16Perception is________ - answerReality.17-3What are our goals? - answerGrow revenue, increase market share and develop lifetime customers.18-3What are the two types of communication and give examples of each? - answerVerbal (spokenwords) and non-verbal (gestures, expressions, vocal variety).19-5What are some non-verbal cues? - answerBody movement (shuffling feet and folding arms),posture, gestures, facial expressions, personal space.19-6Listeners receive the same ______ all the time. - answerMessage.19-7What is S.O.L.E.R.? - answerActively attending by: Squarely facing the person, Open your posture,Lean towards the sender, Eye contact maintained, Relax while attending.

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19-7What is a successful sales transaction? - answerOne in which you and the customer make aninformed, mutually beneficial decision.20-3When presenting the value of USPS products and services, you align that value with? - answerThecustomer's needs.20-3What should be the objective of every SSA? - answerSelling maximum value to customers bymatching their needs.20-4What is the driving force behind a customer's willingness to interact with you, learn about Postalproducts, and make a purchase commitment? - answerNeeds.20-5What is need satisfaction selling? - answerRecognition that customers buy products to satisfy theirneeds.20-5What is a need? - answerA desire to improve or accomplish something.20-6What is the language of needs and some examples? - answerWords 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

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What is G.I.S.T.? - answerGreet, Inquire, Suggest and Thank.20-8What additional products can be suggested? - answerStamps, packaging/shipping (Ready Post)products, PO Box, passports, money orders.20-10Mailpieces not meeting minimum requirement criteria or exceeding certain maximumsare_________? - answerNon-mailable. There is no fee, surcharge or additional postage that canmake a non-mailable item mailable.21-3Non-mailable means that the piece, as designed, is _______ from the mailstream. -answerProhibited.21-3What are the minimum dimensions of a mail piece (letter)? - answer3 ½" in height, 5" in length,.007" in thickness, rectangular in shape.21-3What is girth? - answerThe distance around the thickest part of a package.21-4What are maximum dimensions for a package? - answer70 pounds. 108" length + girth. Up to 130"length + girth for Standard.21-4

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What are the five mail processing categories? - answerLetters, flats, machinable parcels, irregularparcels, outside parcels.21-4What is the maximum size for a postcard? - answer4 1/4" height, 6" length, .016" thickness.21-5What would cause a flat-size piece to be excluded from flat pricing? - answerDo not meetflexibility standards, are not uniformly thick, are not rectangular in shape.21-6What is a machinable parcel? - answer6 oz to 25 lbs; minimum size of 3" x 6" x ¼" to maximumsize of 17" x 17" x 27".21-7What is an irregular parcel? - answerHas ONE of the following characteristics: less than 6" inlength or 3" in height or 6 oz in weight; rolls/tubes 26" long or less; articles enclosed in envelopesthat are not letters, flats or machinable parcels.21-8What are outside parcels? Examples? - answerParcels that because of their size, shape, density,container type, or the nature of their contents, cannot be processed in postal sacks.Metal-strapped boxes, rolls/tubes more than 26" in length, liquid containers, tires, trees.21-9What is a non-machinable surcharge? - answerCharge applied to first-class letter-size pieces thatmeet one or more non-machinable characteristics and are excluded from automated processing.21-10

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What are some examples of why a letter would be non-machinable? - answerPolybagged,polywrapped, or enclosed in plastic material; has clasps, strings, buttons, or similar closuredevices; contains items such as pens, pencils, keys or coins; is too rigid; has a delivery addressparallel to the shorter dimension of the mailpiece.21-10A mailpiece that is too small, too large or too heavy is ________? - answerNot mailable.21-14How can knowing the products you sell benefit customers and the USPS? - answerStrengthenscommunication skills, boosts enthusiasm, assists in overcoming concerns.22-4What is product knowledge? - answerBeing aware of what we have to offer, being proficient at ourjobs and making the effort to inform our customers.22-5Why is Product Knowledge important? - answerProvides personal satisfaction in helping acustomer; increases customer knowledge; increases revenue; increases interaction between theSSA and customer; empowers the SSA to be the expert; ensures loyal, satisfied, returningcustomers.22-5What are the selling points of Priority Mail Express? - answerDelivery 365 days a year; no Saturdaydelivery charges; no residential surcharges; free tracking information; the ONLY overnightdelivery to mailbox and PO Box addresses; signature proof of delivery available on request.22-6What are the selling points of Priority Mail? - answerNationwide delivery within 1-3 days; fast andaffordable; flat rate boxes (if it fits, it ships); delivery to every address in the US including POBoxes and military addresses (APO/FPO); Saturday and residential deliveries at no extra cost;

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extra services (signature, insurance) available; tracking and $50 of insurance coverageautomatically included when purchased at retail; available international.22-7What are the three ways to add insurance to a package? - answerPurchase online, purchase at aself-service kiosk, purchase at any post office.22-7 & 22-8Can insurance purchased online be combined with insurance purchased at the Post Office? -answerNo.22-7What is the insurance amount automatically included with Priority Mail Express and PriorityMail? - answerPriority Mail Express has $100 of insurance coverage; Priority Mail has $50 for retailand commercial base shipments and $100 for commercial plus shipments.22-7What are the indemnity limits for insurance? - answer$5,000 unless sent registered mail. If sentregistered mail, then $25,000. Registered mail can only be used with First-Class Mail and PriorityMail.22-8What are the benefits of renting a PO Box? - answerFast; private; affordable; permanent; goodbusiness; convenient.22-8How can you renew a PO Box? - answerOn-line with a credit card, through an automatic renewalprocess, at a self-service kiosk, by sending in a check or money order, in person at a Post Office.22-8

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