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14 USPS Postal Exam 421 SSA Academy Test Expected Questions and Answers (Verified Answers)
1.Sales & Services Distribution Associate (SSDA):
ANS: Performs many of the same
duties of an SSA; however, they also support the back office distribution functions.
2.Lobby Assistant:
ANS: Helps customers with package pick-ups identify mailing needs, ensures
customers complete required forms before they reach the window, and answers customer questions.
3.Lead Sales & Services Associate (LSSA):
ANS: Maintains a comprehensive working knowledge of regulations ruling policy and procedures relating to all phases of retail services. Provides technical guidance to 1 / 4
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14 retail employees assigned to the unit, informing them of changes or clarifications in policies, procedures, operations, or regulations.
4.Postmaster/Manager:
ANS: Business leaders and community anchors that make local contacts the postal
service needs to increase its share of the shipping maket.
5.Sales & Services Associate (SSA):
ANS: Your teammates. You support each other by ensuring the correct processes are followed and customer needs are met, as well as educate customers on our products and services.
6.Supervisor:
ANS: Responsible for managing post office day-to-day operations and ensuring
that employees are properly trained and well-informed.
7.A customer needs an item to arrive "as soon as possible," what is the best service for them
ANS: Priority Mail Express (PME) 2 / 4
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14 8.A customer states: "Delivery in the next few days would be fine." What is the best service for them
ANS: Priority Mail Express (PME) or Priority Mail (PM)
9.A customer states: "I am not in a hurry, just give me the cheapest rate." What is the best service for them
ANS: Ground Advantage (GA)
10.Postal Service employees operate under a mandate to protect and pre- serve the mail placed in its
ANS: Custody
11.A violation of the security and sanctity of the mail is
ANS: Failing to deliver the mail
12.The first opportunity for a Sales & Services Associate (SSA) to start the 3 / 4
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14 customer experience on a positive note is to
ANS: Deliver a first impression
13.The type of communication that can enhance or contradict messages is
ANS: Non-verbal Communication.
14.The approach a Sales & Services Associate (SSA) can use to engage our customers and ensure their needs are met is
ANS: A+G.I.S.T.
15.Why is maintaining the security and sanctity of the mail one of the core responsibilities of the postal service
ANS: Instills customer confidence
16.Successful sales transactions occur when the Sales & Services Associate (SSA) ANS: Makes an informal mutual decision with the customer on products/services
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