What is our mission? - answerProvide trusted, affordable, universal service. eLearning module 1
What is the form for filing an insurance claim? -
... [Show More] answerForm 1000. eLearning module 16
Perception is - answerReality. 17-3
What are our goals? - answerGrow revenue, increase market share and develop lifetime customers. 18-3
What are the two types of communication and give examples of each? - answerVerbal (spoken words) and non-verbal (gestures, expressions, vocal variety).
19-5
What are some non-verbal cues? - answerBody movement (shuffling feet and folding arms), posture, gestures, facial expressions, personal space.
19-6
Listeners receive the same all the time. - answerMessage. 19-7
What is S.O.L.E.R.? - answerActively 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? - answerOne 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? - answerThe customer's needs.
20-3
What should be the objective of every SSA? - answerSelling 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? - answerNeeds.
20-5
What is need satisfaction selling? - answerRecognition that customers buy products to satisfy their needs.
20-5
What is a need? - answerA desire to improve or accomplish something. 20-6
What is the language of needs and some examples? - answerWords and phrases the express desire. I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective.
20-6
What is G.I.S.T.? - answerGreet, Inquire, Suggest and Thank. 20-8
What additional products can be suggested? - answerStamps, packaging/shipping (Ready Post) products, PO Box, passports, money orders.
20-10
Mailpieces not meeting minimum requirement criteria or exceeding certain maximums
are ? - answerNon-mailable. There is no fee, surcharge or additional postage that can make a non-mailable item mailable.
21-3
Non-mailable means that the piece, as designed, is from the mailstream. - answerProhibited.
21-3
What are the minimum dimensions of a mail piece (letter)? - answer3 ½" in height, 5" in length,
.007" in thickness, rectangular in shape. 21-3
What is girth? - answerThe distance around the thickest part of a package. 21-4
What are maximum dimensions for a package? - answer70 pounds. 108" length + girth. Up to 130" length + girth for Standard.
21-4
What are the five mail processing categories? - answerLetters, flats, machinable parcels, irregular parcels, outside parcels.
21-4
What is the maximum size for a postcard? - answer4 1/4" height, 6" length, .016" thickness. 21-5
What would cause a flat-size piece to be excluded from flat pricing? - answerDo not meet flexibility standards, are not uniformly thick, are not rectangular in shape.
21-6
What is a machinable parcel? - answer6 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? - answerHas 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? - answerParcels 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? - answerCharge 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? - answerPolybagged, 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 ? - answerNot mailable. 21-14
How can knowing the products you sell benefit customers and the USPS? - answerStrengthens communication skills, boosts enthusiasm, assists in overcoming concerns.
22-4
What is product knowledge? - answerBeing aware of what we have to offer, being proficient at our jobs and making the effort to inform our customers.
22-5
Why is Product Knowledge important? - answerProvides personal satisfaction in helping a customer; increases customer knowledge; increases revenue; increases interaction between the SSA and customer; empowers the SSA to be the expert; ensures loyal, satisfied, returning customers.
22-5
What are the selling points of Priority Mail Express? - answerDelivery 365 days a year; no Saturday delivery charges; no residential surcharges; free tracking information; the ONLY overnight delivery to mailbox and PO Box addresses; signature proof of delivery available on request.
22-6
What are the selling points of Priority Mail? - answerNationwide delivery within 1-3 days; fast and affordable; flat rate boxes (if it fits, it ships); delivery to every address in the US including PO Boxes and military addresse [Show Less]