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USPS SSA 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
2.lobby assistant: helps customers identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer questions
3.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.
4.postmaster/ Manager: business leaders and community anchors
that make local contacts the postal service needs to increase its share 1 / 4
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5.SSA other sales and services associates: your teammates. you
support each other by ensuring the correct processes are followed and customers needs are met.
6.supervisors: responsible for ensuring that employees are properly
trained and well informed.
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
2.act with courtesy and urgency 3.keeping it clean 4.delivering the pride inside 5 transition from back to front 5.solutions are your specialty 2 / 4
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10.G.I.S.T.: G. greet
- Inquire
S.suggest T.thank
11.HAZMAT question: does this item contain anything liquid, fragile,
perishable or potentially hazardous such as lithium batteries or perfume
12.custody: postal service employees operate under a mandate to
protect and preserve the mail placed in its
13.failing to deliver the mail: a violation of the security and sanctity
of the mail 3 / 4
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14.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
16.G.I.S.T.: the approach an SSA can use to engage our customers
and ensure their needs are met
17.flexibility test: for a mailpiece to be considered a flat-sized
mailpiece it must pass this test
18.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 20.what is the most positive way to impact customer perception of the Post Office?: provide excellent customer service
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