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USPS Sales & Services Associate Training -
2024 class Edition Exam Questions With
100% Verified 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.
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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
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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
