USPS: EXAM 421 PSE WINDOW TRAINING

1 / 24

USPS: EXAM 421 PSE WINDOW TRAINING

STUDY GUIDE QUESTIONS AND VERIFIED ANSWERS / A+ GRADE

1. ssda sales and services distribution associate: performs many of the same

duties of an SSA; however, they also support the back office distribution functions

• lobby assistant: helps customers identify mailing needs, ensures customers complete

required forms before they reach the window, and answers customer questions

• LSSA lead sales and services associate: 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 ir clarifications in policies, procedures, operations, or regulations.

• postmaster/ Manager: business leaders and community anchors that make local contacts

the postal service needs to increase its share of the shipping market

• SSA other sales and services associates: your teammates. you support each other by

ensuring the correct processes are followed and customers needs are met.

• supervisors: responsible for ensuring that employees are properly trained and well

informed. 1 / 4

2 / 24

7. Types of communication: verbal and nonverbal

8. SOLAR: pertains to actively attending S-

squarely face the person O- open your posture L- lean towards the sender E- eye contact R- relax while attending

9. 6 retail moments that matter: 1. deliver your first impression

• act with courtesy and urgency
• keeping it clean
• delivering the pride inside 5

transition from back to front

• solutions are your specialty

10. G.I.S.T.: G. greet

• Inquire
• suggest
• thank

• HAZMAT question: does this item contain anything liquid, fragile, perishable or

potentially hazardous such as lithium batteries or perfume

• / 4

3 / 24

• custody: postal service employees operate under a mandate to protect and preserve

the mail placed in its

• failing to deliver the mail: a violation of the security and sanctity of the mail 3 / 4

4 / 24

• deliver a first impression: the first opportunity for a SSA to start the customer

experience on a positive note

15. Non-verbal communication: the type of communication that can enhance or

contradict messages

• G.I.S.T.: the approach an SSA can use to engage our customers and ensure their needs

are met

• flexibility test: for a mailpiece to be considered a flat-sized mailpiece it must pass this

test

• instills customer confidence: one of the core responsibilities of the Postal service is

maintaining the security and sanctity of the mail which does what for customers?

19. successful sales transactions occur when the SSA: makes an informed mutual

decision with the customer on products and services

• what is the most positive way to impact customer perception of the Post Office?:

provide excellent customer service

• the U.S. postal service is the only delivery service that reaches: every address in

the nation

• / 4