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USPS Window Clerk
Window Training
| Question | Answer |
|---|---|
| Providing a reliable, efficient, trusted and affordable universal delivery service that connects people and help businesses grow defines the ******* of the Postal Service. | Mission |
| Define the core goals of the United States Postal Services: | Deliver high quality service, provide a world class customer experience, ensure safety of the workforce, and engaged workforce. |
| The United States Postal Service is: | The most trusted government Agency |
| Theft by Postal employees includes but is not limited to: | Removing items from UBBM mail such as pens for use at the counter, reading a magazine on a break before delivering it correctly to the address, taking coupons out of junk mail for personal use |
| Congress empowers the USPIS (U.S. POSTAL INSPECTION SERVICE) to investigate all matter involving: | Postal related civil crimes, Internal postal employee theft, Internal post office audit |
| Maximum amount of insurance that is offered at the USPS if item is NOT sent registered mail: | $5000 |
| SSA (Sales and Service Associate) is: | Sell postal products such as stamps and shipping supplies, follow postal laws and regulations and support team members, deliver a World Class Customer experience and be shipping specialists |
| If an SSA suspects they have been fake money as a payment, they should do what: | Compare the bill to another bill of same denomination in cash drawer or use the counterfeit pen provided to test money |
| An SSDA (Sales and Service Distribution associate: | May perform the same duties as an SSA but support the back-office distribution as well. |
| What is the term given to an employee assigned to assist customers by identifying their mailing needs, ensures customers fill out required forms before they reach the retail window and answer questions: | Lobby Assistant |
| A Postal Service that enables grow, and communities to thrive in a digital world is the ******* of the Postal Service, citizens to connect, businesses to | Vision |
| NON-VERBAL cues an SSA can give a customer include: | Angry, Cheerful, lack of urgency |
| To provide a positive customer experience an SSA should always focus on: | using words that promote positive reactions; what you can do for them not what you cannot do for them |
| When dealing with a angry customer an SSA should: | show empathy, do not interrupt the customer, and just listen |
| Active listening includes all of the following: | Demonstrate an open and respectful demeanor, provide both verbal and non-verbal questions, seek clarification without making assumptions & provide feedback. |
| S.O.L.E.R in actively attending to a customer means: | Squarely facing a person, open posture, leans toward sender, maintain eye contract, and relax |
| A+GIST stand for | Acknowledge/Greet, Inquire, Suggest, and Thank is used to engage and serve our customers. |
| What is the first opportunity an SSA has to begin a customer experience on a positive note is: | Deliver a first impression |
| In order for a mail-piece to be called a flat it must pass what test: | Flexibility |
| A successful sales transaction is achieved when: | Customer and SSA should make a mutual informed decision on service |
| Conduct of a postal SSA directly effects the: | Postal Brand |
| POSTAL PROUD means: | Professionalism, dedication, and pride in your work are principles that influence the world class customer experience |
| These are formed as soon as a customer enters a postal facility: | Preceptions |
| The Watermark on a USPS money order is what historical figures face repeated from top to bottom: | Benjamin Franklin |
| The Question that must be asked by an SSA for anything being mailed by a customer at the retail counter: Is used to "KEEP THE MAIL SAFE" is referred to as the: | Hazmat Question |
| Manual you use to find policies and procedures governing Domestic mail services is called the: | DMM (Domestic Mail Manual) |
| Shipping services include Priority mail express, Priority mail, First class package service-retail, USPS Retail Ground, Parcel return service, and international mail and are services for which we are: | Competitive |
| Items sent within the United States, its territories APO, DPO, FPO, and the United Nations is referred to as: | Domestic Mail |
| Dimensional surcharge is applied to all parcels: | that have any dimension exceeding 1 cubic foot going to zones 1-9 |
| The Premier Postal products offered at the Postal Service are: | Priority mail express and priority mail |
| This price is applied when a parcel measures over 108 inches but not more than 130 inches in combined length and soft | Oversized pricing |
Created by:
islandgirl2
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