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USPS Exam . Sales & Services Distribution Associate (SSDA): Performs many of the same duties of an SSA; however, they also support the back office distribution functions€10,32
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USPS Exam . Sales & Services Distribution Associate (SSDA): Performs many of the same duties of an SSA; however, they also support the back office distribution functions
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USPS 421
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USPS 421
USPS Exam 421 2024
1. Sales & Services Distribution Associate (SSDA): Performs many of the same
duties of an SSA; however, they also support the back office distribution functions
1. Sales & Services Distribution Associate (SSDA)ANS
Performs many of the sameduties of an SSA; however, they also support the back office distribution functions.
2. Lobby AssistantANS
Helps customers with package pick-ups identify mailing needs,ensures customers complete required forms before they
reach the window, and answers customer questions.
3. Lead Sales & Services Associate (LSSA)ANS
Maintains a comprehensive workingknowledge 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/ManagerANS
Business leaders and community anchors that make localcontacts the postal service needs to increase its share of the
shipping maket.
5. Sales & Services Associate (SSA)ANS
Your teammates.You support each other byensuring the correct processes are followed and customer needs are met, as
well as educate customers on our products and services.
6. SupervisorANS
Responsible for managing post office day-to-day operations andensuring that employees are properly trained and
well-informed.
7. A customer needs an item to arrive "as soon as possible," what is the bestservice for them?ANS
Priority Mail Express (PME)
8. A customer statesANS
"Delivery in the next few days would be fine." What isthe best service for them?ANS
Priority Mail Express (PME) or Priority Mail (PM)
9. A customer statesANS
"I am not in a hurry, just give me the cheapest rate." Whatis the best service for them?ANS
Ground Advantage (GA)
10. Postal Service employees operate under a mandate to protect and pre-serve the mail placed in itsANS
ANS
Custody
11. A violation of the security and sanctity of the mail isANS
ANS
Failing to deliver themail
12. The first opportunity for a Sales & Services Associate (SSA) to start thecustomer experience on a
positive note is toANS
ANS
Deliver a first impression
13. The type of communication that can enhance or contradict messagesisANS
ANS
Non-verbal Communication.
, USPS Exam 421 2024
14. The approach a Sales & Services Associate (SSA) can use to engage ourcustomers and ensure their needs
are met isANS
ANS
A+G.I.S.T.
15. Why is maintaining the security and sanctity of the mail one of the coreresponsibilities of the postal
service?ANS
Instills customer confidence
16. Successful sales transactions occur when the Sales & Services Associate(SSA)ANS
ANS
Makes an informal mutual decision with the customer on products/services
17. What is the most positive way to impact customer perception of the PostOffice?ANS
Provide world-class customer service
18. The US Postal Service is the only delivery service that reachesANS
ANS
Everyaddress in the nation six days a week
19. An organized workstation creates a more workplace.ANS
Efficient
20. How a Sales & Services Associate (SSA) conducts themselves on the jobaffects theANS
ANS
Postal brand
21. An active listening technique used to create a successful transaction iscalledANS
ANS
Clarifying
22. One of the first things a customer notices about a Sales & ServicesAssociate (SSA) is theirANS
ANS
Personal appearance
23. The primary law enforcement for the US Postal Service is theANS
ANS
US PostalInspection Service
24. You must have what ability when building customer relationships?ANS
Abilityto adapt
25. What is the first step in the G.I.S.T. sales process?ANS
Greet
26. What skill do you need to build a comfortable rapport with customers?ANS
-
Ability to communicate
27. What is the second step in the G.I.S.T. sales process?ANS
Inquire
28. What is especially important in today's competitive market when dealingwith a customer?ANS
Their perception of you
29. What locations do customers enter and recognize you as the Postal Ser-vice?ANS
Retail area
30. What is the third step in the G.I.S.T. sales process?ANS
Suggest
31. What do you provide customers with when you develop positive interac-tions with them?ANS
, USPS Exam 421 2024
Customer satisfaction
32. What is the fourth step in the G.I.S.T. sales process?ANS
Thank
33. What is removing merchandise, money, or coupons from undeliverablebulk business mail
considered?ANS
Postal theft
34. Which product(s) offers a money back guarantee?ANS
Priority Mail Express(PME)
35. Which product(s) includes tracking?ANS
Priority Mail Express, Priority Mail, &Ground Advantage
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