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

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    USPS Sales & Services Associate Training What is our mission? - answerProvide trusted, affordable, universal service. eLearning module 1 What is the form for filing an insurance claim? - answerForm 1000. eLearning module 16 Perception is________ - answerReality. 17-3 What are our goals? - answerGrow revenue, increase market share and develop lifetime customers. 18-3 What are the two types of communication and give examples of each? - answerVerbal (spoken words) and non-verbal (gestures, expressions, vocal variety). 19-5 What are some non-verbal cues? - answerBody movement (shuffling feet and folding arms), posture, gestures, facial expressions, personal space. 19-6 Listeners receive the same ______ all the time. - answerMessage. 19-7 What 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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    19-7 What is a successful sales transaction? - answerOne 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? - answerThe customer's needs. 20-3 What should be the objective of every SSA? - answerSelling 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? - answerNeeds. 20-5 What is need satisfaction selling? - answerRecognition that customers buy products to satisfy their needs. 20-5 What is a need? - answerA desire to improve or accomplish something. 20-6 What 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. 20-8 What additional products can be suggested? - answerStamps, packaging/shipping (Ready Post) products, PO Box, passports, money orders. 20-10 Mailpieces not meeting minimum requirement criteria or exceeding certain maximums are_________? - answerNon-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. - answerProhibited. 21-3 What are the minimum dimensions of a mail piece (letter)? - answer3 ½" in height, 5" in length, .007" in thickness, rectangular in shape. 21-3 What is girth? - answerThe distance around the thickest part of a package. 21-4 What 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, irregular parcels, outside parcels. 21-4 What is the maximum size for a postcard? - answer4 1/4" height, 6" length, .016" thickness. 21-5 What would cause a flat-size piece to be excluded from flat pricing? - answerDo not meet flexibility standards, are not uniformly thick, are not rectangular in shape. 21-6 What is a machinable parcel? - answer6 oz to 25 lbs; minimum size of 3" x 6" x ¼" to maximum size of 17" x 17" x 27". 21-7 What is an irregular parcel? - answerHas ONE of the following characteristics: less than 6" in length or 3" in height or 6 oz in weight; rolls/tubes 26" long or less; articles enclosed in envelopes that are not letters, flats or machinable parcels. 21-8 What 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. 21-9 What is a non-machinable surcharge? - answerCharge applied to first-class letter-size pieces that meet 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 closure devices; contains items such as pens, pencils, keys or coins; is too rigid; has a delivery address parallel to the shorter dimension of the mailpiece. 21-10 A mailpiece that is too small, too large or too heavy is ________? - answerNot mailable. 21-14 How can knowing the products you sell benefit customers and the USPS? - answerStrengthens communication skills, boosts enthusiasm, assists in overcoming concerns. 22-4 What is product knowledge? - answerBeing aware of what we have to offer, being proficient at our jobs and making the effort to inform our customers. 22-5 Why is Product Knowledge important? - answerProvides personal satisfaction in helping a customer; increases customer knowledge; increases revenue; increases interaction between the SSA and customer; empowers the SSA to be the expert; ensures loyal, satisfied, returning customers. 22-5 What are the selling points of Priority Mail Express? - answerDelivery 365 days a year; no Saturday delivery charges; no residential surcharges; free tracking information; the ONLY overnight delivery to mailbox and PO Box addresses; signature proof of delivery available on request. 22-6 What are the selling points of Priority Mail? - answerNationwide delivery within 1-3 days; fast and affordable; flat rate boxes (if it fits, it ships); delivery to every address in the US including PO Boxes 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 coverage automatically included when purchased at retail; available international. 22-7 What are the three ways to add insurance to a package? - answerPurchase online, purchase at a self-service kiosk, purchase at any post office. 22-7 & 22-8 Can insurance purchased online be combined with insurance purchased at the Post Office? - answerNo. 22-7 What is the insurance amount automatically included with Priority Mail Express and Priority Mail? - answerPriority Mail Express has $100 of insurance coverage; Priority Mail has $50 for retail and commercial base shipments and $100 for commercial plus shipments. 22-7 What are the indemnity limits for insurance? - answer$5,000 unless sent registered mail. If sent registered mail, then $25,000. Registered mail can only be used with First-Class Mail and Priority Mail. 22-8 What are the benefits of renting a PO Box? - answerFast; private; affordable; permanent; good business; convenient. 22-8 How can you renew a PO Box? - answerOn-line with a credit card, through an automatic renewal process, 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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