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USPS Sales & Services Associate Training-
with 100% Complete solutions | Rated A+
What is our mission? Provide trusted, affordable, universal service. eLearning module 1 What is the form for filing an insurance claim? Form 1000. eLearning module 16 Perception is Reality. 17 - 3 What are our goals? Grow revenue, increase market share and develop lifetime customers. 18 - 3 What are the two types of communication and give examples of each? Verbal (spoken words) and non-verbal (gestures, expressions, vocal variety). 19 - 5 What are some non-verbal cues? Body movement (shuffling feet and folding arms), posture, gestures, facial expressions, personal space. 19 - 6 Listeners receive the same all the time. Message. 19 - 7
What is S.O.L.E.R.? 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? 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? The customer's needs. 20 - 3 What should be the objective of every SSA? 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? Needs. 20 - 5 What is need satisfaction selling? Recognition that customers buy products to satisfy their needs. 20 - 5 What is a need? A desire to improve or accomplish something. 20 - 6
What are maximum dimensions for a package? 70 pounds. 108" length + girth. Up to 130" length + girth for Standard. 21 - 4 What are the five mail processing categories? Letters, flats, machinable parcels, irregular parcels, outside parcels. 21 - 4 What is the maximum size for a postcard? 4 1/4" height, 6" length, .016" thickness. 21 - 5 What would cause a flat-size piece to be excluded from flat pricing? Do not meet flexibility standards, are not uniformly thick, are not rectangular in shape. 21 - 6 What is a machinable parcel? 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? 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? 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? Charge applied to first-class letter-size pieces that meet one or more non-machinable characteristics and are excluded from automated processing. 21 - 10 What are some examples of why a letter would be non-machinable? Polybagged, polywrapped, or enclosed in plastic material; has clasps, strings, buttons, or similar closure devices; contains items such as pens, pencils, keys or coins; is too rigid; has a delivery address parallel to the shorter dimension of the mailpiece. 21 - 10 A mailpiece that is too small, too large or too heavy is? Not mailable. 21 - 14 How can knowing the products you sell benefit customers and the USPS? Strengthens communication skills, boosts enthusiasm, assists in overcoming concerns. 22 - 4 What is product knowledge?
What is the insurance amount automatically included with Priority Mail Express and Priority Mail? Priority Mail Express has $100 of insurance coverage; Priority Mail has $50 for retail and commercial base shipments and $100 for commercial plus shipments. 22 - 7 What are the indemnity limits for insurance? $5,000 unless sent registered mail. If sent registered mail, then $25,000. Registered mail can only be used with First-Class Mail and Priority Mail. 22 - 8 What are the benefits of renting a PO Box? Fast; private; affordable; permanent; good business; convenient. 22 - 8 How can you renew a PO Box? On-line with a credit card, through an automatic renewal process, at a self-service kiosk, by sending in a check or money order, in person at a Post Office. 22 - 8 What is EDDM? Every Door Direct Mail. 22 - 10 What is the benefit of EDDM?
A new way for customers to reach local markets. Set up for customers that mail fewer than 5, pieces of flat-sized pieces within an area serviced by a single Post Office. 22 - 10 Are USPS-provided Priority Mail packaging subject to dimensional weight pricing or balloon rate? No. 23 - 3 What is the Dimensional Weight Pricing Criteria? Priority Mail, measures more than one cubic foot, destines for zones 5 through 8. 23 - 4 Why is dimensional weight pricing important with Priority Mail? Because it allows our prices to better align with transportation costs. 23 - 5 Can a PRIORITY package be subject to both balloon and dimensional weight pricing? No. Dimensional weight is for zones 5 - 8, balloon weight is for zones 1 - 4. 23 - 6 What is balloon pricing? Priority mail to zones 1-4 and Standard Post to all zones. For parcels that weigh less than 20 lbs but measure more than 84" (but not more than 108") in combined length + girth are charged the 20 lb (balloon) rate. 23 - 6
What is Media Mail limited to? Books, sound recordings, recorded video tapes, printed music, recorded computer-readable media such as CD's and DVD's. Cannot contain advertising. 24 - 4 What are extra services? Examples? Enhancements that provide greater security and accountability of mailpieces, for a fee, in addition to postage. Proof of mailing (Certificate of mailing and certified mail); Protection in transit (insured mail and registered mail), evidence of delivery (registered mail, return receipt, restricted delivery, tracking, signature confirmation, collect on delivery). 24 - 5 What are Shipping Services? Those products in which the Postal Service is competitive with other delivery companies. 24 - 5 What are some examples of Shipping Services? Priority Mail Express, Priority Mail, Parcel Select, Parcel Return Service. 24 - 5 & 24 - 6 What are the four categories of International Mail? First-Class, Priority, Priority Mail Express, Global Express Guaranteed. 24 - 9 What is the maximum value for dutiable merchandise for first class international mail?
What is the maximum weight limit for Flat-Rate envelopes and small flat-rate boxes for Priority Mail International? For Medium and Large Flat rate boxes? 4 pounds; 20 pounds. 24 - 11 What are some benefits/rules of Priority Mail Express International? Ship up to 70 pounds; insured for up to $100 (currently $200) at no additional charge; money-back service guarantee to some countries; tracking service available; coins/jewelry valuables prohibited. 24 - 11 & 24 - 12 What are some benefits/rules of Global Express Guaranteed? Delivery in 1-3 business days; money-back guarantee to certain destinations; weight varies by country from 22-70 pounds; $100 liability insurance; maximum of $2499 additional insurance can be purchased. 24 - 12 & 24 - 13 What extra services can be purchased with Priority Mail Express? Return Receipt, Additional Insurance, Collect on Delivery (COD). 24 - 15 How many different size Post Office Boxes are available for customers to rent? Five. 25 - 3
What day of the month are fee notices placed in customer PO Boxes? 1st. 25 - 9 When is a reminder for fee letter placed in customer PO Boxes? 20th. 25 - 9 What is the grace period before a payment late fee is imposed on PO Boxes? 10 days. 25 - 9 What is the form used to request a refund for the unused portion of your PO Box rental? PS Form 3533. 25 - 9 How are PO Boxes refunded? In 3 month blocks. 25 - 9 What is a Firm Holdout? Allows for customer to obtain street-address mail from the Post Office when the customer normally receives 50 letters or more. No fee for the service. May pick up one time per delivery day at time and place specified by postmaster. Can be cancelled by postmaster if mail volume falls below 50
piece requirement on each delivery day for a 30-day period or mail is not picked up for 10 consecutive days. 25 - 10 What is a Caller Service? Premium Service for people and companies that need more pickup times than Firm Holdout and/or have more mail then the largest box in your office. The fees are based upon a minimum of 6 months and the facility free group. 25 - 10 What is General Delivery? Who uses it? Where is it available? Available at designated post offices only. Used for transients and people waiting to get PO Boxes. Held for 30 days. 25 - 11 What is Package Intercept? Service that allows customers to request to have an item they have sent through the Postal Service intercepted prior to delivery. 26 - 3 Are there restrictions for Package Intercept service? Yes. It is not available for International packages, for APO/FPO/ DPO destinations or for items that require a customs form. 26 - 3 Does the Postal Service guarantee the interception of a mailpiece? No. 26 - 3
What items cannot be insured? First-class mail - consisting of handwritten personal correspondence such as bills and statements of account, postcards, and Business Reply Mail. These items must be mailed at package rate, Priority Mail or Priority Mail Express to be insured. 27 - 5 What is the customer experience essentials? Telephone courtesy, it begins with a smile, delivery done right, we value your business. 28 - 3 What is our retail motto for providing the ideal customer experience? Clean, stocked and friendly - every day. 28 - 4 What is the essence of our brand? Relentless, Simple, Secure and Personal. 28 What are the image factors that influence customer perception? Personal (appearance and demeanor), professional (your post office) and postal (products and services). 28 - 7 What is the hazmat question? Does this package contain anything liquid, fragile, perishable or potentially hazardous?
What is the primary purpose of asking the HAZMAT question? To promote the safety of the Postal Service employees, the general public and the Postal Service transportation network. 29 - 7 What is RCE? Retail Customer Experience. Formerly Mystery Shopper. The program's purpose and intent is to be a diagnostic tool used to correct conditions that are detrimental to customer satisfaction and may inhibit revenue growth. 29 - 6 What is the four-step process for dealing with customer complaints and difficult customers? Remain calm, show respect, show empathy, listen between the lines. 30 - 3 & 30 - 4 What are trigger words? Examples? Words that generate negative feelings and are usually less effective in a conversation. Ex: It's not our policy, Calm down, Sorry I can't help you, I don't know, You should have, I don't care. 30 - 5 What are calming words? Examples? Words that make us feel relaxed and composed and are usually more effective in an interaction with another person. Ex: Here's what I can do, Thank you, I am sorry that happened to you, I understand, I will find out. 30 - 5
