USPS Sales & Services Associate Training -
2024 class edition Exam Questions With
100% Correct Answers
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 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.
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
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 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. -
answer✔✔Prohibited.
21-3
, What are the minimum dimensions of a mail piece (letter)? - answer✔✔3 ½" in height, 5" in
length, .007" in thickness, rectangular in shape.
21-3
What is girth? - answer✔✔The distance around the thickest part of a package.
21-4
What are maximum dimensions for a package? - answer✔✔70 pounds. 108" length + girth. Up
to 130" length + girth for Standard.
21-4
What are the five mail processing categories? - answer✔✔Letters, flats, machinable parcels,
irregular parcels, outside parcels.
21-4
What is the maximum size for a postcard? - answer✔✔4 1/4" height, 6" length, .016" thickness.
21-5
What would cause a flat-size piece to be excluded from flat pricing? - answer✔✔Do not meet
flexibility standards, are not uniformly thick, are not rectangular in shape.
21-6
What is a machinable parcel? - answer✔✔6 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? - answer✔✔Has 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? - answer✔✔Parcels 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? - answer✔✔Charge applied to first-class letter-size pieces
that meet one or more non-machinable characteristics and are excluded from automated
processing.
21-10
