Phoenix SSA Review Part 1

The primary law enforcement for the USPS is the:

• Department of Homeland Security

• Postal Police

• Postal Inspection Service

• Office of the Inspector General

One of the first things a customer notices about a Sales and Service Associate is their:

• Voice

• Product Knowledge

• Personal Appearance

• Body Language

An active listening technique used to create a successful transaction is called:

• Clarifying

• Communicating

• Requesting

• Surveying

How a Sales and Associate conducts themselves on the job effects the:

• Supervisor scores

• Retail Window

• Postal Brand

• Bottom Line

An organized workstation creates a more _______ workplace.

• Inviting

• Felxible

• Efficient

• Beautiful

The USPS is the only delivery service that reaches:

• Every address in the nation six days a week

• Every international address

• Only business addresses

• Only rural addresses

What is the most positive way to impact customer perception of the Post Office?

• Decrease postage prices

• Extend the lobby hours

• Expand the product line

• Provide world-class customer service

Successful sales transactions occur when the Sales and Service Associate:

• Sells the cheapest product/service available at the Postal Service

• Makes an informed mutual decision with the customer on products/services

• Lets the customer know the competition has cheaper products/services

• Assumes the customer does not know what product/service is needed

Why is maintaining the security and sanctity of the mail one of the core responsibilities of the Postal Service?

• Assists in keeping the prices low

• Assist in providing quality products/services

• Decrease theft of the mail

• Instills customer confidence

The approach a Sales and Services Associate can use to engage our customers and ensure their needs are met is:

• G.I.S.T.

• Greeting customers

• Retail Customer Experience (RCE)

• The first impression