USPS Exam 421 Questions with Verified Answers
1. Sales & Services Distribution Associate (SSDA)--- correct answer --- Performs man duties of an SSA; however, they also support the back office distribution.
2. Lobby Assistant--- correct answer --- Helps customers with package pick-ups identify e...
1. Sales & Services Distribution Associate (SSDA)--- correct answer --- Performs
man duties of an SSA; however, they also support the back office distribution.
2. Lobby Assistant--- correct answer --- Helps customers with package pick-ups
identify ensures customers complete required forms before they reach the w
answers customer questions.
3. Lead Sales & Services Associate (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 or clarifications in
policies, procedures, operations, or regulations.
4. 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.
5. Sales & Services Associate (SSA)--- correct answer --- Your teammates. You
support ensuring the correct processes are followed and customer needs are as
educate customers on our products and services.
6. Supervisor--- correct answer --- Responsible for managing post office day-to-
day operations and ensuring that employees are properly trained and well-
informed.
7. A customer needs an item to arrive "as soon as possible," what is the best
service for them?--- correct answer --- Priority Mail Express (PME)
8. A customer states--- correct answer --- "Delivery in the next few days would
be fine." What is the best service for them?--- correct answer --- Priority Mail
Express (PME) or Priority Mail (PM)
,9. A customer states--- correct answer --- "I am not in a hurry, just give me the
cheapest rate." What is the best service for them?--- correct answer --- Ground
Advantage (GA)
10. Postal Service employees operate under a mandate to protect and pre- serve
the mail placed in its--- correct answer ---Custody
11. A violation of the security and sanctity of the mail is--- correct answer ---
Failing to deliver the mail
12. The first opportunity for a Sales & Services Associate (SSA) to start the
customer experience on a positive note is to--- correct answer ---Deliver a first
impression
13. The type of communication that can enhance or contradict messages is---
correct answer ---Non-verbal Communication.
14. The approach a Sales & Services Associate (SSA) can use to engage our
customers and ensure their needs are met is--- correct answer ---A+G.I.S.T.
15. Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the postal service?--- correct answer --- Instills customer
confidence
16. Successful sales transactions occur when the Sales & Services Associate
(SSA)--- correct answer ---Makes an informal mutual decision with the customer on
products/services
17. What is the most positive way to impact customer perception of the Post
Office?--- correct answer --- Provide world-class customer service
18. The US Postal Service is the only delivery service that reaches--- correct
answer ---Every address in the nation six days a week
19. An organized workstation creates a more workplace.--- correct answer ---
Efficient
, 20. How a Sales & Services Associate (SSA) conducts themselves on the job
affects the--- correct answer ---Postal brand
21. An active listening technique used to create a successful transaction is
called--- correct answer ---Clarifying
22. One of the first things a customer notices about a Sales & Services Associate
(SSA) is their--- correct answer ---Personal appearance
23. The primary law enforcement for the US Postal Service is the--- correct
answer ---US Postal Inspection Service
24. You must have what ability when building customer relationships?--- correct
answer --- Ability to adapt
25. What is the first step in the G.I.S.T. sales process?--- correct answer --- Greet
26. What skill do you need to build a comfortable rapport with customers?---
correct answer --- -
Ability to communicate
27. What is the second step in the G.I.S.T. sales process?--- correct answer ---
Inquire
28. What is especially important in today's competitive market when dealing
with a customer?--- correct answer --- Their perception of you
29. What locations do customers enter and recognize you as the Postal Ser-
vice?--- correct answer --- Retail area
30. What is the third step in the G.I.S.T. sales process?--- correct answer ---
Suggest
31. What do you provide customers with when you develop positive interac-
tions with them?--- correct answer --- Customer satisfaction
32. What is the fourth step in the G.I.S.T. sales process?--- correct answer ---
Thank
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