Perception is -Correct Answer Reality
What are our goals? -Correct Answer Grow revenue, increase market share, develop lifetime customers.
What are some non-verbal communication cues? -Correct Answer Body movement, facial expressions, personal space.
The SSA shows communication is occurrin...
USPS SALES AND SERVICES
ASSOCIATE TRAINING EXAM 2024-2025
Perception is -Correct Answer ✔Reality
What are our goals? -Correct Answer ✔Grow revenue, increase market share, develop
lifetime customers.
What are some non-verbal communication cues? -Correct Answer ✔Body movement,
facial expressions, personal space.
The SSA shows communication is occurring when they ask the hazmat question? -
Correct Answer ✔True.
Communication skills require you to practice actively attending. What does S.O.L.E.R.
represent? -Correct Answer ✔Squarely face the person. Open your posture. Lean
towards the sender. Eye contact. Relax.
What is a value proposition? -Correct Answer ✔The value to the customer of the
product features and benefits....how the customer feels the product meets their needs.
What is "need satisfaction selling"? -Correct Answer ✔The understanding of a
customer's needs through the use of probing questions and careful listening.
What are some examples of the use of the "language of needs"? -Correct Answer ✔I
need, I want, I'm looking for, It's important, etc.
When you sell maximum value you are meeting the customer's __________. -Correct
Answer ✔Needs.
What is a need? -Correct Answer ✔A desire to improve or accomplish something.
An informed mutual decision with the customer on service/products is ___________. -
Correct Answer ✔A successful sales transaction.
What does G.I.S.T. stand for in the processing of engaging customers? -Correct Answer
✔Greet, Inquire, Suggest, Thank.
A common myth in communication is that listeners receive the same ______ all the
time. -Correct Answer ✔Message.
USPS SALES AND SERVICES ASSOCIATE TRAINING EXAM
, USPS SALES AND SERVICES ASSOCIATE TRAINING EXAM
If you ask a customer if they would like to send a package Priority Mail Express, which
is guaranteed to arrive tomorrow, with $100 insurance and tracking included.....what
park of G.I.S.T. would this be? -Correct Answer ✔Suggest.
Once you determine how a customer wants to mail a package and have offered
additional insurance, what additional products may you suggest? -Correct Answer
✔Stamps, PO Boxes, money orders, packaging supplies, greeting cards, passports.
What is the maximum weight for any package? -Correct Answer ✔70 lbx.
How do you determine the dimensions of a mailpiece? -Correct Answer ✔Combine the
length plus girth.
What are the 5 processing categories? -Correct Answer ✔Letters, flats (large
envelopes), machinable parcels (SPRS), irregular parcels and outside parcels (both
non-machinable).
What is our "Retail Motto"? -Correct Answer ✔Clean, stocked and Friendly...Everyday!.
What is the maximum length and girth (combined) for a parcel? -Correct Answer ✔130"
for standard post only. Oversize charges will apply for packages exceeding 108".
When are balloon charges applied? -Correct Answer ✔Packages weighing less than 20
lbs that measure over 84" but not more than 108" (length + girth combined) that are
shipped Priority mail zones 104 or Standard to all zones.
If an article meets the size qualifications for a large envelope (flat) but is rigid...what
price category is it charged? -Correct Answer ✔Parcel rate.
If a letter size envelope is thicker than 1/4" but is even in thickness....what price
category is it charged? -Correct Answer ✔Flat (large envelope).
What is a customer charged when a balloon surcharge applies? -Correct Answer ✔20 lb
rate.
When is DIM (dimensional) weight applied? -Correct Answer ✔Only for Priority
packages which exceed 1 cubic foot and are mailed zones 5-8.
Dimensional weight pricing is determined by length, width and thickness (height) and
__________. -Correct Answer ✔Weight.
What is the only article that can possibly have a non-machinable surcharge? -Correct
Answer ✔Letter.
USPS SALES AND SERVICES ASSOCIATE TRAINING EXAM
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