USPS Postal Window Exam 421 – Questions And Answers
ssda Correct Answer - performs many of the same duties of an SSA; however, they
also support the back office distribution functions
lobby assistant Correct Answer - helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer
questions
LSSA Correct Answer - 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 Answer - business leaders and community anchors
that make local contacts the postal service needs to increase its share of the shipping
market
SSA Correct Answer - your teammates. you support each other by ensuring the
correct processes are followed and customers needs are met.
supervisors Correct Answer - responsible for ensuring that employees are
properly trained and well informed.
Types of communication Correct Answer - verbal and nonverbal7ooo ou i9
SOLAR Correct Answer - 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 Answer - 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 Answer - G. greet
I. Inquire
S. suggest
T. thank
, HAZMAT question Correct Answer - does this item contain anything liquid, fragile,
perishable or potentially hazardous such as lithium batteries or perfume
custody Correct Answer - postal service employees operate under a mandate to
protect and preserve the mail placed in its _________
failing to deliver the mail Correct Answer - a violation of the security and sanctity
of the mail
deliver a first impression Correct Answer - the first opportunity for a SSA to start
the customer experience on a positive note
Non-verbal communication Correct Answer - the type of communication that can
enhance or contradict messages
G.I.S.T. Correct Answer - the approach an SSA can use to engage our customers and
ensure their needs are met
flexibility test Correct Answer - for a mailpiece to be considered a flat-sized
mailpiece it must pass this test
instills customer confidence Correct Answer - 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 Answer - 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 Answer - provide excellent customer service
the U.S. postal service is the only delivery service that reaches Correct Answer -
every address in the nation
an organized work station creates a more ________ workplace Correct Answer -
efficient
hoe an SSA conducts themselves on the job effects the __________ Correct Answer -
Postal brand
an active listening technique used to create a successful transaction is called ________
Correct Answer - clarifying
one of the first things a customer notices about an SSA is their Correct Answer -
personal appearance
ssda Correct Answer - performs many of the same duties of an SSA; however, they
also support the back office distribution functions
lobby assistant Correct Answer - helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer
questions
LSSA Correct Answer - 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 Answer - business leaders and community anchors
that make local contacts the postal service needs to increase its share of the shipping
market
SSA Correct Answer - your teammates. you support each other by ensuring the
correct processes are followed and customers needs are met.
supervisors Correct Answer - responsible for ensuring that employees are
properly trained and well informed.
Types of communication Correct Answer - verbal and nonverbal7ooo ou i9
SOLAR Correct Answer - 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 Answer - 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 Answer - G. greet
I. Inquire
S. suggest
T. thank
, HAZMAT question Correct Answer - does this item contain anything liquid, fragile,
perishable or potentially hazardous such as lithium batteries or perfume
custody Correct Answer - postal service employees operate under a mandate to
protect and preserve the mail placed in its _________
failing to deliver the mail Correct Answer - a violation of the security and sanctity
of the mail
deliver a first impression Correct Answer - the first opportunity for a SSA to start
the customer experience on a positive note
Non-verbal communication Correct Answer - the type of communication that can
enhance or contradict messages
G.I.S.T. Correct Answer - the approach an SSA can use to engage our customers and
ensure their needs are met
flexibility test Correct Answer - for a mailpiece to be considered a flat-sized
mailpiece it must pass this test
instills customer confidence Correct Answer - 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 Answer - 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 Answer - provide excellent customer service
the U.S. postal service is the only delivery service that reaches Correct Answer -
every address in the nation
an organized work station creates a more ________ workplace Correct Answer -
efficient
hoe an SSA conducts themselves on the job effects the __________ Correct Answer -
Postal brand
an active listening technique used to create a successful transaction is called ________
Correct Answer - clarifying
one of the first things a customer notices about an SSA is their Correct Answer -
personal appearance
