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USPS 421 Postal Window Exam __ Questions & Answers
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USPS 421 Postal Window Exam __ Questions & Answers
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USPS 421 Postal Window Exam __ Questions & Answersssda Correct Ans - performs many of the same duties of an SSA; however, they also
support the back office distribution functions
lobby assistant Correct Ans - helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer
questions
LSSA Correct Ans - maintains a comprehensive working knowledge of regulations
ruling policy and procedures relating to all phases of retail services. provides technical
guidance to retail employees assigned to the unit, informing them of changes ir
clarifications in policies, procedures, operations, or regulations.
postmaster/ Manager Correct Ans - business leaders and community anchors that
make local contacts the postal service needs to increase its share of the shipping market
SSA Correct Ans - your teammates. you support each other by ensuring the correct
processes are followed and customers needs are met.
supervisors Correct Ans - responsible for ensuring that employees are properly
trained and well informed.
Types of communication Correct Ans - verbal and nonverbal7ooo ou i9
SOLAR Correct Ans - pertains to actively attending
S- squarely face the person
O- open your posture
L- lean towards the sender
E- eye contact
R- relax while attending
6 retail moments that matter Correct Ans - 1. deliver your first impression
2. act with courtesy and urgency
3. keeping it clean
4. delivering the pride inside
5 transition from back to front
6. solutions are your specialty
G.I.S.T. Correct Ans - G. greet
I. Inquire
S. suggest
T. thank
, HAZMAT question Correct Ans - does this item contain anything liquid, fragile,
perishable or potentially hazardous such as lithium batteries or perfume
custody Correct Ans - postal service employees operate under a mandate to protect
and preserve the mail placed in its _________
failing to deliver the mail Correct Ans - a violation of the security and sanctity of the
deliver a first impression Correct Ans - the first opportunity for a SSA to start the
customer experience on a positive note
Non-verbal communication Correct Ans - the type of communication that can
enhance or contradict messages
G.I.S.T. Correct Ans - the approach an SSA can use to engage our customers and
ensure their needs are met
flexibility test Correct Ans - for a mailpiece to be considered a flat-sized mailpiece it
must pass this test
instills customer confidence Correct Ans - one of the core responsibilities of the
Postal service is maintaining the security and sanctity of the mail which does what for
customers?
successful sales transactions occur when the SSA Correct Ans - makes an informed
mutual decision with the customer on products and services
what is the most positive way to impact customer perception of the Post Office?
Correct Ans - provide excellent customer service
the U.S. postal service is the only delivery service that reaches Correct Ans - every
address in the nation
an organized work station creates a more ________ workplace Correct Ans - efficient
hoe an SSA conducts themselves on the job effects the __________ Correct Ans - Postal
brand
an active listening technique used to create a successful transaction is called ________
Correct Ans - clarifying
one of the first things a customer notices about an SSA is their Correct Ans -
personal appearance
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