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USPS Window clerk
| Question | Answer |
|---|---|
| Postal Service employees operate under a mandate to protect and preserve the mail placed in its | Custody |
| A violation of the security and sanctity of the mail is | Failing to deliver the mail |
| The first opportunity for a Sales and Services Associate (SSA) to start the customer experience on a positive note is to | Deliver a first impression |
| The type of communication that can enhance or contradict messages is | Non-verbal communication |
| The approach a Sales and Services Associate (SSA) can use to engage our customers and ensure their needs are met is | GIST |
| For a mail piece to be considered a flat-sized mail piece it must pass the | Flexibility test |
| Why is maintaining the security and sanctity of the mail one of the core responsibilities of the Postal Service | Instills customer confidence |
| Successful sales transactions occur when the Sales and Services Associate ( SSA ) | Makes an informed mutual decision with the customer on products/ services |
| What is the most positive way to impact customer perception of the Post Office | Provide excellent customer service |
| The US Postal Service is the only delivery service that reaches | Every address in the nation |
| An organized workstation creates a more _____ workplace | Efficient |
| How a Sales and Services Associate (SSA) conducts themselves on the job effects the | Postal brand |
| An active listening technique used to create a successful transaction is called | Clarifying |
| One of the first things a customer notices about a Sales and Services Associate (SSA) is their | Personal appearance |
| The primary law enforcement for the United States Postal Service is the | Postal Inspection Service |
| Preferred services that usually offer the customer the best value is | Priority Mail Express and Priority Mail |
| A customer wants to mail fewer than 5,000 flat-sized mail pieces to everyone in a specific area. The Sales and Services Associate (SSA) may offer the service | Every Door Direct Mail - Retail |
| First Class Mail consists of greeting cards, statements, bills, and | Business documents |
| Any mailable item weighing ___ or less can be sent First Class Mail | 13 oz |
| A Priority Mail Express customer is entitled to a refund if the item was | Delivered to the recipient late |
| Regardless of weight up to 70 pounds, the price that applies to USPS Retail Ground parcels measuring over 108 inches but not more than 130 inches in combined length and girth is | Oversized pricing |
| The maximum length and girth for Priority Mail is | 108 inches |
| A change of address is valid for | 18 months |
| When a customer requests Premium Forwarding Service (PFS) the mail pieces are mailed to the customer using Priority Mail service | Weekly |
| First Class Mail can be _____ for free up to 12 months | Forwarded |
| Migratory Bird Stamps are essential for | Hunting |
| Designated Post Offices have a service called ___ available for transients | General Delivery |
| Which premium service for individuals or companies offer more pickup times | Firm Holdout |
| What premium service is used for individual or companies that have more mail each day than the largest box holds | Caller service |
| An optional free daily preview of mail pieces to be delivered is called | Informed delivery |
| What form would a customer fill out to have their mail permanently forwarded to a new address | Change of address form |
| Premium forwarding service (PFS) offers residential customers the option of having their mail reshipped to them temporarily for | 12 months |
| The minimum length of a letter is how many inches long | 5 inches |
| The maximum size for a flat - sized mail piece is | 12 inches x 15 inches |
| A machinable parcel cannot weigh more than | 25 pounds |
| A parcel that is more than 70 pounds is | Nonmailable |
| Nonmachinable surcharges will be applied to First Class letters when the item is | Poly bagged or polywrapped |
| The minimum size of a postcard is the same size as a | Letter |
| In order for a postcard to be mailed it must be | Rectangular |
| The maximum size of a flat is 15 inches long, ____ inches high, and .75 inches thick. | 12 |
| Proper design and construction of a mail piece which conforms to minimum and maximum standards ensures | Mailability |
| Correctly identifying nonmachinable characteristics of First-Class Mail letters and applying correct pricing will help to protect | Revenue generation |
| A letter that is square instead of rectangular is considered | Nonmachinable |
| Nonmachinable letters are processed | Manually |
| Other Regulated Materials Domestic (ORM-D) packages can be shipped by | USPS Retail Ground |
| Firearms, intoxicating liquors, and cigarettes are categorized as | Restrictive Matter |
| Failure to comply with the Bank Secrecy Act (BSA) could result in significant fines of more than ____ per day per incident | $50,000 |
| The customer can request a cash back option when using a debit card up to | $50 |
| All postal products and services can be purchased by credit card EXCEPT | Money orders |
| The best time to complete PS Form 8105-B suspicious Transaction Report is | After the customer leaves the window |
| Advance deposits must be remitted before | Excessive cash builds up in the SSAs till |
| The Sales and Services Associate (SSA) must complete PS Form 8105-A Funds Transaction Report when the customer purchases money orders equaling more than | $3,000 in one day |
| When filling out a PS Form 8105- B Suspicious Transaction Report the Sales and Services Associate (SSA) should | Collect information from a safe distance inside the building |
| When would a PS Form 8105-B Suspicious Transaction Report be filed | A customer purchased $1,000 worth of money orders every day for a week. |
| Money orders CANNOT be paid for with a check or | Credit card |
| The Postal Service has two types of accountability | Individual and segmented inventory |
| A unit where each Sales and Services Associate (SSA) is assigned stamp stock and is accountable for any losses is called | Individual accountability |
| The three major sections on PS Form 1412 Daily Financial Report are | Receipts, stamp accountability, and disbursement |
| The importance of PS Form 1412 Daily Financial Report is to run | Receipt controls |
| The value of the stamp stock credit and money orders consigned to the Sales and Services Associate (SSA) is | Stamp credit |
| These are available for customers located in Post Office lobbies and are designed to process many transactions normally handled by SSAs | Self service Kiosk (SSK) |
| This person triages customers standing in line by utilizing the MPOS directing them to SSKs or the full service line | Lobby assistant |
| The units daily bank deposit CANNOT be less than | $100 |
| Self-Service Kiosks (SSK) are available | 24 hours a day 7 days a week |
| Which retail channel allows USPS customer in city delivery areas to purchase Postal products by ordering them through the mail | Stamps by mail |
| The manual with postage prices and classes of mail transmitted among the US, US territories, APOs, FPOs, DPOs, and the United Nations is the | Domestic Mail Manual (DMM) |
| The official source of updates to Postal policies and procedures is | The Postal Bulletin |
| In order to keep the mail safe and to determine the mailability of certain items, a Sales and Services Associate (SSA) would utilize the | Publication 52, Hazardous, Restricted, and Perishable Mail |
| The list of missing stolen or lost Postal money orders is found in the | Postal Bulletin |
| What is specifically designed to assist a Sales and Services Associate (SSA) in performing their job | Directives |
| A bi-weekly publication designed to streamline communications between Headquarters and the retail unit is the | Retail Digest |
| The Domestic Mail Manual (DMM) is mail transmitted among | The United States of America |
| The resource where mail processing categories can be found is the | Domestic Mail Manual (DMM) 101 |
| The International Mail Manual outlines policies, regulations, and ____ standards for International services | Mailing |
| If a customer needs more information on business mail, the Sales and Services Associate (SSA) should direct him/her to | Postal Explorer |
| Which type of mail consists of items sent within the United States | Domestic |
| What pricing may be charged for PM items measuring over one cubic foot destining to Zone 6 | DIM |
| What can you offer customers for their mailing and shipping needs | Solutions |
| Which category of products do premier products belong | Shipping |
| Which category of products does First- Class Mail belong | Mailing |
| What type of products are offered to provide the best value to the customer | Premier |
| Which product provides the fastest delivery service | Express |
| What must customers provide for every item mailed | Address |
| Which USPS service is automatically included for PME PM FCM Package Service - Retail, USPS Retail Ground Library Mail parcels and Media Mail parcels | Tracking |
| Which charts are used to calculate PME PM and USPS Retail Ground Prices | Zone |
| What is the maximum amount you can sell on a Money Order | $1000 |
| How many bait Money Orders will you be issued | Three |
| Sure money maximum is | $1500 per day |
| Is sure money available in manual offices | No |
| Do gift cards expire | No |
| What payment methods can a customer use to purchase gift cards | Cash and debit |
| Can duck stamps be returned for a refund after purchase? | No |
| How often are duck stamps issued | Once a year |
| How does the postal service help with selective service | Forms |
| How many burial flags are provided per veteran | 1 |
| How long may a customer receive Temporary Forwarding | 6 months |
| How does a customer who has purchased Premium Forwarding Service receive their mail | Priority mail |
| What is the minimum amount of time that a customer may request a hold on their mail | 3 days |
| What is the minimum mail volume that a customer must receive regularly in order to be eligible for a Firm Holdout | 50 letters |
| If a customer does not pick up their mail for 10 consecutive days and has not arranged to hold their mail what happens | The postmaster can cancel the service |
| Customers that need more pickup times than a firm holdout and/or have more mail each day than the largest box in your office will hold can request and pay for what service | Caller service |
| Transients and individuals waiting to get PO Boxes can request what free service. | General delivery |
| In order to use package Intercept service what must be on the package | Tracking |
| What are the four categories of international mail | GXG, PMI, PME, FCP, FCM |
| What additional forms are completed/ attached with GXG | Weighbill and commercial invoice |
| What is the maximum weight for a Priority Mail Express International item | 70 pounds |
| What additional form must be used with all PriorityMail International shipments | Custom forms |
| What items may be shipped as First Class Mail international and first class package international service | Documents/ merchandise |
| How must delivery addresses be printed on first class mail international and first class package international service items | IMC type writing |
| Responsible for ensuring that employees are properly trained and well informed | Supervisor |
| Your teammates. You support each other by ensuring the correct processes are followed and customer needs are met | SSA |
| Maintains a comprehensive working knowledge of regulations ruling policy and procedures relating to all phases of retail services | LSSA |
| Performs many of the same duties of an SSA and also supports the back office distribution functions | SSDA |
| Business leaders and community anchors that make local contacts the postal service needs to increase its share of the shipping market | Post master |
| Category includes live animals dead animals and animal products meats and meat products fresh foods and fruits and plants | Perishable |
| Hazardous material packaged and distributed in a quantity and form intended or suitable for sale to and designed for consumption by individuals for their personal care or household uses | Consumer commodity |
| Maximum amount of a specific hazardous material exempted from DOT labeling or packaging requirements | Limited |
| Cigarettes and smokeless tobacco shipments are prohibited in the mail if they do not fit in one of the exceptions of this legislation. | PACT ACT |
| Category includes firearms, intoxicating liquors, certain knives, | Restricted |
| How many pounds of dry ice per mail piece is allowed in domestic air transportation | 5 lbs |
| Can customers mail noninfectious specimens such as blood | Yes |
| What is the maximum fine for persons who knowingly mail items or materials that are dangerous or injurious to life, health, or property | $100,000 |
| What form of payment uses a card that includes the Japan Credit Bureau and China Union Pay? | Credit |
| What form of payment uses a card with a chip | EMV |
| This bank act is a federal regulation designed to prevent financial crimes | Secrecy |
| Operated under contract with Retail Partners to provide postal products at postal prices outside of our normal business hours where people live, work, and shop | CPU |
| Customers in city delivery areas purchase postal products by ordering through self addressed postage paid envelopes ( or by phone ) | Stamps by Mail/Phone |
| Designed to process 80 percent of transaction types that come into retail | SSK |
| USPS service is provided for special events, holidays, etc. | Mobile Retail Unit |
| Lobby assistants use this device to improve the customer experience | MPOS |
| Private retailers with a packaging and shipping operation | Approved shippers |
| Supports recovery of online postage discrepancies in an automated fashion | APV |
| Facilities are located within existing communities in locations, such as businesses, town halls, or government centers, and operated by those entities | Village PO |
| USPS distributes first class mail, priority mail express, and priority mail postage stamps to retailers for resale to the general public. | Stamps to go |
| Mobile application for iPhone users that allows them to use the devices camera to scan barcodes on shipping labels for quick easy and convenient tracking of their packages and other mail | USPS mobile app |
| What 3 digit codes are assigned to financial transactions | Account |
| What term is used when ensuring procedures are done correctly | Accountability |
| The RSS has what two types of accountability | Offices |
| This credit is established by completing PS Form 3369 | Stamp |
| This daily report is associated with PS form 1412 | Financial |
| PS Form 3533 is used for withdrawal of what accounts | Customers |
| What is the term that represents money coming out of the till | Disbursements |
| What meter sales must be reported using a PS Form 3602-PO | Postage |
| How do we receive customer feedback on our service | Survey |
| The POS survey provides feedback in ____ time. | Real |
| Contains information governing international mail | IMM |
| Supports subjects that cannot be fully addressed in manuals or handbooks but appear in a variety of formats, such as book or brochures | Publications |
| Covers operational information such as retail, philatelic or mail processing | POM |
| Hub for all postal policies, procedures, handbooks, manual, and publications | Policy net |
| Contains information governing domestic mail services | DMM |
| Virtual library available to customers that contains PE tools, and manuals | Postal explorer |
| Contains electronic versions of postal forms | Forms page |
| Official source of updates to postal policies that is updated bi-weekly | Postal bulletin |
| Contains supplemental information within postal manuals | Handbooks |
| What postal link is the official source of updates to postal policies and procedures | Bulletin |
| What postal link is a virtual library of postal information and tools | Explorer |
| These are identified with a combination of letters and numbers | Handbooks |
| What legal component deals with complying with regulations and federal and state laws | Liability |
| What provides official policies and procedures for all aspects of postal operations | Manuals |
| What is a hub for all the postal policies and procedures | Policynet |
| What is it called when you prevent rework and save work hours | Productivity |
| What support subjects that cannot be fully addressed in manuals or handbooks | Publications |
| What is it called when you help the postal service meet projected monetary goals | Revenue |
| No customer can buy money orders on any one day whose total value exceeds | $10,000 |
Created by:
Awheeler87