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8 USPS Postal Exam 421 SSA Academy Test Expected Questions and Answers (Verified Answers) 1.Postal Service employees operate under the mandate to protect and pre- serve the mail placed in its
ANS: Custody
2.A violation of the security and sanctity of the mail is
ANS: Failing to deliver the mail
3.The first opportunity of a Sales and Services Associate (SSA) to start the customer experience on a positive note is to
ANS: Deliver a first impression 1 / 3
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8 4.The type of communication that can enhance or contradict messages is
ANS: -
Non-verbal communication 5.The approach a Sales and Services Associate (SSA) can use to engage our customers and ensure their needs are met is
ANS: G.I.S.T.
6.For a mailpiece to be considered a flat-sized mailpiece it must pass the
ANS: -
Flexibility test 7.Why is maintaining the security and sanctity of the mail one of the core responsibilities of the Postal Service
ANS: Instills customer confidence
8.Successful sales transactions occur when the Sales and Services Associ- ate (SSA) ANS: Makes an informed mutual decision with the customer on products/ser- vices 2 / 3
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8 9.What is the most positive way to impact customer perception of the Post Office
ANS: Provide excellent customer service
10.The US Postal Service is the only delivery service that reaches
ANS: Every address in the nation
11.An organized workstation creates a more workplace
ANS: Efficient
12.How a Sales and Services Associate (SSA) conducts themselves on the job effects the
ANS: Postal brand
13.An active listening technique used to create a successful transaction is called
ANS: Clarifying
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