USPS Exam 421 Window Clerk Practice - Flashcards

question

Provide, trusted, affordable, universal

answer

USPS Mission

question

Improve effectiveness through standardization & innovation. End-to-end process to ensure mail is Collected, distributed, and delivered. USPS runs on this.

answer

24-Hour Clock

question

Planes, trucks, cars, boats, bicycles, snow mobiles, mules.

answer

Delivery Methods

question

Automated Postal Centers

answer

APC

question

Self-serve kiosks, commercial retail outlets, banks, ATMs.

answer

Automated Postal Centers

question

Determines operational startup & staffing.

answer

Mail Arrival Profile

question

Critical Entry Time

answer

CET

question

Mail is cleared for dispatch.

answer

Clearance Time

question

Carriers in from street.

answer

18:00

question

80% of collection mail should be cancelled at the P&DC.

answer

20:00

question

Out of primary processing.

answer

23:00

question

Secondary Operations Complete

answer

24:00

question

Distribute to DDC/DDU

answer

04:00-09:00

question

100% of DPS 2nd pass complete.

answer

07:00

question

Security, Sanctity, Preserve, Protect - Instills customer confidence, projects positive public image, maintains competitive advantage, protects privacy.

answer

Core Responsibility

question

Online resource to find handbooks, manuals, publications.

answer

PolicyNet

question

Policies, Procedures, Regulations - Effects in four ways: productivity, revenue, legal liability, customer service.

answer

Directives

question

Domestic Mail Manual

answer

DMM

question

DMM - Policies, procedures and regulatins for domestic mail. Information on extra services, postage prices, mail classes.

answer

Domestic Mail Manual

question

International Mail Manual

answer

IMM

question

IMM - Mailing conditions for each country, also includes a list of countries.

answer

International Mail Manual

question

Adminstrative Support Manual

answer

ASM

question

Policies, procedures for adminstrative and support functions. Information covering audits, investigations, communication, facilities, equipment and privacy.

answer

Administrative Support Manual

question

Postal Operations Manual

answer

POM

question

Operations function of field organizations. Information regarding retail, philatelic, collection, mail processing, transportation, delivery, vehical operation.

answer

Postal Operations Manual

question

Employee & Labor Relations Manual

answer

ELM

question

Personnel policies and regulations. Employee placement, pay, benefits, training, health and environment, labor relations.

answer

Employee & Labor Relations Manual

question

Field Accounting Procedures

answer

F101

question

Handbook ID for Administrative Support Manual (ASM)

answer

AS or MS

question

Handbook ID for Domestic Mail Manual (DMM)

answer

DM

question

Handbook ID for Employee & Labor Relations Manual (ELM)

answer

EL or P

question

Handbook ID for Postal Operations Manual (POM) or Administrative Support Manual (ASM)

answer

M

question

Handbook ID for Postal Operations Manual (POM)

answer

PO

question

Primarily for public, marketing and mail guidelines.

answer

Publications

question

Official source of updates and amendments to current directives. Can be accessed through PolicyNet. Biweekly.

answer

Postal Bulletin

question

Can be searched by title or number. Website also provides links to OPM, GSA, TSH, OSHA, OWCP.

answer

Postal Forms

question

Information regarding directives and forms catalog.

answer

Publication 223

question

Strengthening customer relationship.

answer

#1 Business Goal

question

Will increase revenue, missed opportunity is missed revenue, quality end-to-end service.

answer

Value, Exceptional Service, Reliability

question

Positive attitude, Listening, Communication, Adapting to change, Knowledge of products, Soliciting customer feedback.

answer

Building Customer Relationship

question

Better value, presence in every community, USPS.com, competitive pricing incentives.

answer

What the postal service offers

question

Priority, Express, Parcel Select, Parcel Return Service, International Mail

answer

Shipping Services

question

Entry points at DDU, SCF, NDC. Optional hold for pickup. Pricing and volume incentives.

answer

Parcel Select

question

Consumer return merchandise.

answer

Parcel Return Service

question

Service to over 180 countries. Includes FC, GXG, PM, PMEI.

answer

International Mail

question

Global Express Guaranteed

answer

GXG

question

1-3 day delivery. Money-back guarantee to approximately 180 countries. Up to $100 insurance, can purchase additional up to $2499. Dimensions: Weight up to 70 lbs, 46" x 35" x 46", combination length and girth of 108"

answer

Global Express Guaranteed

question

1-3 day delivery. Includes tracking. Up to $50 insurance. Flat rate, regional, prepaid pricing. Max weight 70 lbs, max 108" length plus girth. PM subject to Balloon pricing zones 1-4, Dimensional pricing zones 5-8.

answer

Priority Mail

question

1-2 days. Money-back guarantee. 365 days a year. Includes proof of delivery signature (if requested), up to $100 insurance, delivery by 3:00pm. Delivery by 10:30am, Sundays, holidays for additional fee. Premier Service of USPS.

answer

Priority Mail Express

question

First Class, Periodicals, Standard, Package Services

answer

Mailing Services

question

Up to 13 oz, 2-3 day delivery.

answer

First Class

question

Newspapers, magazines, journals, newsletters.

answer

Periodicals

question

Printed matter: Flyers, circulars, advertising, newsletters, bulletins, catalogs, small packages. Includes general merchandise such as large/small gifts. Retail only.

answer

Standard

question

Educations materials: Books, film, manuscripts, CD, DVD

answer

Media

question

To/from libraries, schools

answer

Library

question

Permanently bound: catalogs, phone books. BMEU

answer

Bound Printed Matter

question

Certified, Insurance, Registered, USPS Tracking, Signature Confirmation, Return Receipt

answer

Extra Services

question

Buy stamps, Track and Confirm, COA, FWD, Holds, schedule redelivery, postage, package pickup, order supplies.

answer

Online Services

question

Ability to print labels with postage, pay postage by CC, calculate and compare rates, standardize and store addresses, find zip codes, purchase insurance.

answer

Click-N-Ship

question

Identify opportunities. Business Connect/Customer Connect/Rural Connect

answer

Employee Engagement Programs

question

Schedule online carrier pickup.

answer

Package Pickup

question

Schedule a timed pickup for additional fee.

answer

Pick Up On Demand

question

GPS location app for locating USPS facilities.

answer

USPS Mobile

question

Mailing tool that is cost effective, promotes business, generates sales.

answer

Direct Mail

question

Every Door Direct Mail - 5000 or fewer pieces, must qualify as a flat. Thickness greater than .0007, max 3.3 oz. Must have proper indicia. Postage is paid in advance - cash, check for payment. PS3602-R

answer

EDDM

question

Cost-effective way to reach potential customers near your business. Create mailpieces however you like, select postal routes and pay for postage online. Bring your mailing to your local Post Office™ for delivery to every household on chosen routes. 5000 or fewer pieces, must be a flat, thickness min .007", max 3.3 oz. Must have indicia. Postage paid in advance. PS3602-R - Postage Statement. Cash/check for payment.

answer

Every Door Direct Mail

question

Fee service offering temporary weekly reshipment services. Length of 2 weeks to one year (6 month renewal).

answer

Premium Forwarding Service

question

Located in Post Office lobbies. They are available even when the Post Office counter is closed. Designed to process 80% of transactions.

answer

Self-Service Kiosk

question

Mobile Point of Sale

answer

mPOS

question

Allows customer service representatives to process many simple transactions away from the Full-Service counter, a strategy known in the retail industry as "line busting." Consists of an Apple iPod Touch, integrated barcode imager/credit card reader, wireless receipt printer and wireless label printer, allowing Post Offices to improve customer experience and reduce cost to serve.

answer

Mobile Point of Sale

question

Ability to order stamps and have them mailed directly to customer. Order forms/online.

answer

Stamps by Mail

question

Ability to order stamps via phone and have them mailed directly to customer.

answer

Stamps by Phone

question

Ability to order stamps via fax and have them mailed directly to the customer.

answer

Stamps by Fax

question

1 oz FC letter stamp.

answer

Forever Stamps

question

Charity stamps. Additional amount is donated to charity.

answer

Semi-Postal Stamps

question

Fed Ex, UPS, Amazon

answer

Strategic Partners

question

Hazardous Materials

answer

HAZMAT

question

Hazardous, Restricted and Perishable Mail

answer

DMM Publication 52

question

Prevent All Cigarette Trafficking - 2009

answer

PACT

question

Is there anything liquid, fragile, perishable or potentially hazardous such as lithium batteries or perfume?

answer

HAZMAT Question

question

Found in DMM, IMM, Publication 52, Handbook EL-812.

answer

HAZMAT Regulations

question

Other Regulated Materials-Domestic: Marking for mail or shipping in the US that identifies other regulated materials for domestic transport only. Packages bearing this mark contain hazardous material in a limited quantity that presents a limited hazard during transportation, due to its form, quantity, and packaging. Surface transport only. No International. Usually consumer commodities.

answer

ORM-D

question

Flammable, Corrosive/Reactive, Biological, Toxic, Other common

answer

HAZMAT Categories

question

Declared by mailer, properly marked, properly packaged.

answer

Declared HAZMAT

question

Suspected of containing prohibited HAZMAT.

answer

Undeclared HAZMAT

question

Markings of non-mailable materials, non-mailable quantity, improperly prepared, leaking, alcohol. No stains on packaging. Do not accept: Improperly reused/recycled boxes, air transport that does not meet requirements, no HAZMAT to International/APO/FPO.

answer

Non-mailable HAZMAT

question

Inspect, ask questions, refer to postmaster or supervisor if needed. If in doubt ask supervisor or postmaster. If cannot determine contents, do not accept. Give Notice 107 - Some Things Were Never Meant to be Mailed - Let's Keep the Mail Safe. If markings found: Report, isolate, contact mailer, file report with inspection service.

answer

HAZMAT Procedure

question

HAZMAT "Keep the Mail Safe" poster.

answer

Poster 138

question

Transport in reliable MTE, Stage in isolated area, Radioactive 10 feet apart, Place and secure on top/center of cart, do not leave unattended.

answer

HAZMAT Handling

question

Affix placard to MTE transport.

answer

HAZMAT Identification

question

DMM - Sufficient cushion, secure closures, adequate package reinforcement, both delivering and return address, hazard marked on address side.

answer

HAZMAT Packing Requirements

question

NO tobacco except: Intra AL/HI (PME, PM), business/regulatory purpose (PME), certain individuals (PME/PM), consumer testing/public health. All must have PS3811 and Label 11-HFPU.

answer

Tobacco Requirements

question

Return Receipt - Proof of delivery. Can be combined with: Signature Confirmation Special Handling Restricted Delivery USPS Tracking Insurance up to $500 Parcel Airlift Service (PAL)

answer

PS3811

question

Hold For Pick Up

answer

Label 11-HFPU

question

All mail weighing over 13 oz, bearing only stamps and not presented to a retail counter.

answer

Anonymous Mail

question

Identify, Return, Minimize risks. Take to AMU in facility. Piece must have Label 127 affixed, as well as DDD2 placed over mailing address.

answer

Anonymous Mail Handling

question

Can be traced to sender or POE (Point of Entry). Includes PVI, meter strips, PC postage, Click-N-Ship, eStamps, SSK postage, permit imprint, AVSEC stamp.

answer

Identifiable Mail

question

Point of Entry

answer

POE

question

Anonymous Mail Unit

answer

AMU

question

Surface Transport Only label

answer

Label 127

question

Anonymous mail blue label placed over mailing address. "Important Customer Information"

answer

DDD2

question

13 oz rule sticker placed on collection boxes and mail receptacles.

answer

DDD1

question

Service to US, its territories, possessions and APO/FPO and UN.

answer

Domestic Mail

question

Customer Guide for Mailing

answer

DMM 100

question

Domestic Mail Guide

answer

DMM 300

question

Services that are competitive in pricing with other shipping companies.

answer

Shipping Services

question

Services that are market dominant with no competition.

answer

Mailing Services

question

Includes FC, Periodicals, STD, Package Services, Extra Services

answer

Domestic Mail Services

question

Personal/business, under 13 oz, sealed against inspection, FWD up to 12 mos (kept on record 18 mos)

answer

First Class Mail Service

question

Magazines/newspapers, must public at least 4 times a year and be of printed materials.

answer

Periodicals

question

Printed matter, flyers, advertising, newsletters, catalogs. Mailers must perform workshare. 50 lb or 200 pcs, less than 16 oz. Must pay annual presort fee. Matter that is neither mailed or required to be marked as FC, nor entered as periodicals.

answer

Standard Mail

question

Standard Post, Bound Printed Matter, Media Mail, Library Mail.

answer

Package Services

question

Domestic mail: Letters, flats, machineable parcels, irregular parcels, outside parcels, all based on physical dimensions.

answer

Processing Categories

question

Used to calculate postage based on where you are shipping from.

answer

Zone Charts

question

Standard, over 108" to 130".

answer

Oversized

question

Priority Mail zones 1-4, Standard all zones. Less than 20 lbs but measures over 84" - 108" will be charged 20 lb price. Big, light packages.

answer

Balloon

question

If over 1728 cubic inches, formula for odd-shaped package balloon calculation.

answer

(HxLxW) x .785 / 194

question

If over 1728 cubic inches, formula for rectangular package balloon calculation.

answer

(HxLxW) / 194

question

Height - Min 3 in, Max 17 in Length - Min 6 in, Max 27 in Thickness - Min 1/4 in, max 17 in Weight - Min 6 oz, Max 25 lbs

answer

Machineable Parcel Dimensions

question

Small Parcels that include one of the following: Length less than 6 in, Height less than 3 in, Weight less than 6 oz. Also includes rolls or tubes up to 26 in, merchandise samples not individually addressed, unwrapped, paper-wrapped, sleeve-wrapped articles which are not letter-sized or flat-sized and articles enclosed in envelopes that are not letter-size, flat-size or machinable parcels. Very small packages.

answer

Irregular Parcel

question

Large parcel exceed the following dimensions: Height more than 17 in, Width more than 17 in, Length more than 27 in, Weight more than 25 lbs. Also includes books or printed matter over 25 lbs, rolls/tubes longer than 26 in, metal boxes, tires, shrubs, etc.

answer

Outside Parcel

question

Irregular parcels, outside parcels.

answer

Nonmachineable Characteristics

question

Height min 3.5 in, Length min 5 in, Thickness min .007 in, max 1/4" Weight max 70 lbs, Combined length and girth 108" (130" for STD) Address orientation must be correct

answer

Domestic Mail Mailability

question

First Class International, First Class Package International, Priority Mail International, Priority Mail Express International, Global Express Guaranteed.

answer

International Mail Categories

question

Marking required on all First Class International mail

answer

Air Mail/Par Avion

question

Up to 3.5 oz, light colored envelope. Length min 5 1/2"

answer

First Class International Letters

question

No more than 4 lbs.

answer

First Class International Package

question

Par Avion/Air Mail label for international pieces.

answer

Label 19

question

Less than 16 oz, no customs form required. May have dutiable PS2976 - Customs Declaration. Max value $400, if over use PMEI or PMI.

answer

First Class International

question

Customs Declaration form (Green)

answer

PS2976

question

Less than 3.5 oz, aspect ratio, polybag, clasps, strings, etc., lumpy or delivery address parallel to shorter dimension.

answer

International Nonmachineable

question

Used for printed matter, no minimum weigh but pay 11 lb price. Max 66 lb. Needs PS3700 - Postage Statement - International Mail or on Tag 158

answer

M-Bags

question

Postage Statement - International Mail

answer

PS3700

question

M-Bag Addressee tag

answer

Tag 158

question

International service with 6-10 business day delivery. Limited indemnity coverage. Small flat rate box/envelope with 4 lb limit, has no indemnity coverage (considered letter-post item). Special pricing to CAN and MEX. PS2976 - Customs Declaration required (Green form) for PM Flat rate envelope/small box. PS2976-A - Customs Declaration required (White form) for Registered, Medium/Large flat rate boxes. Registered, Medium/Large flat rate boxes with 20 lb maximum.

answer

Priority Mail International

question

Price list

answer

Notice 123

question

Customs Declaration form (white).

answer

PS2976-A

question

Coverage does not include coins, jewelry, watches or other valuables. Express International up to $100. GXG up to $100 (can purchase additional up to $2499).

answer

International Indemnity Coverage

question

Service with 3-5 business day delivery. Insurance up to $100, Money-back service. Requires Label 11-B - Express label and Label 2976-EMI - Express Customs Declaration. Extra Services for PMEI are Return Receipt, Additional Insurance up to $5000.

answer

Priority Mail Express International

question

Can order supplies, print labels, complete PS6182 - Commercial Invoice, tracking, etc.

answer

Online International Services

question

Commercial Invoice - Required for certain commodities and destinations.

answer

PS6182

question

Global Express Guaranteed sticker

answer

Item 107PGG3

question

Global Express Guaranteed Air Waybill

answer

Item 11FGG1

question

Commercial Base Pricing is a discounted rate offered to USPS customers who buy and print shipping labels with an online postage service provider such as Stamps.com. Commercial Base Pricing is always cheaper than the retail rates given at the Post Office. Commercial Base Pricing is available for the following USPS mail classes: First Class Package Service, Priority Mail, Priority Mail Express, First Class Package International Service, Priority Mail International, Priority Mail Express International and Global Express Guaranteed.

answer

Commercial Base Pricing

question

Request within 30 days, must have original label and/or online record/receipt. Must fill out PS3533 - Application for Refund of Fees

answer

Refunds

question

Application for Refund of Fees

answer

PS3533

question

Extra services for this class of mail include: Certificate of Mailing, Certified, COD, Tracking, Insured, Registered, Restriced Delivery, Return Receipt, Return Receipt for Merchandise, Signature Confirmation and Special Handling. This class of mail usually comes with up to $50 of insurance.

answer

Priority Mail Extra Services

question

Includes USPS Tracking (Label 400) and Signature Confirmation (PS153)

answer

Confirmation Services

question

USPS Tracking

answer

Label 400

question

Can be used with FC, PM, Package Services and Parcel Select (Label 400)

answer

USPS Tracking

question

Not available to APO/FPO or US territories or possessions. (PS153)

answer

Signature Confirmation

question

Firm Mailing Book for Accountable Mail - May be used when more than 3 piece of accountable mail are presented for one transaction.

answer

PS3877

question

Insurance coverage up to $5,000 in indemnity to protect against loss or damage. Shipping insurance costs are based on the item's declared value. There are limitations for insuring some products and certain items. And some services, such as Priority Mail Express® and Priority Mail® include insurance in the price of service. Up to $500 at self-service kiosks. Use PS3813 - Domestic Insured Mail Receipt (Up to $500), or PS3813-P - Domestic Insured Mail Receipt (Over $500) Online, Self-Service Kiosks, Post Office

answer

Insured Mail

question

Domestic Insured Mail Receipt - Up to $500 - No signature required

answer

PS3813

question

Domestic Insured Mail Receipt - Over $500 - Signature Required

answer

PS3813-P

question

Domestic Claim or Registered Inquiry - Used to file insurance claim.

answer

PS1000

question

PS1000, original mailing receipt, electronic receipt purchase, proof of value. Domestic claim MIGHT receive request to bring in item and packaging. International claim WILL receive request to bring in item and packaging.

answer

Insurance Claim Documentation

question

PS3800 - Prove you sent it. See when it was delivered or that a delivery attempt was made, and get signature of person who accepts the package when combined with Return Receipt (PS3811). May add Restricted Delivery (PS3806).

answer

Certified Mail

question

Certified Mail Receipt

answer

PS3800

question

Return Receipt

answer

PS3811

question

Found in DM-901. (Label 200) Most secure way to send package. As part of the security conditions for this mail class, must be sent with proof of mailing. Service can be used with the following mail classes and services: First-Class Mail®, Priority Mail®, COD, USPS Tracking (packages only), Restricted Delivery, Return Receipt and Signature Confirmation™ (packages only). Please note that due to the tight security, it may take 10-14 days for your shipment to arrive at its destination. Insurance up to $25,000. Package is kept separately secured in facilities.

answer

Registered Mail

question

Registered Mail Barcode label

answer

Label 200

question

Securely sealed by customer. Complete name of sender and addressee. Face must be at least 3 1/2" high and 5" long. Packaging strong enough to withstand processing. Only paper tape - no masking, transparent or nylon. Glued across entire edge of flap. Round date all seams. If using PS3811 - Return Receipt, must round date seams of PS3811.

answer

Registered Mail Packaging Requirements

question

Receipt for Registered Mail

answer

PS3806

question

Collect on Delivery

answer

COD

question

Can arrange for customer to pay upon delivery of merchandise, with USPS collecting payment in either cash or check. If paid by check, the USPS will forward the check on, If paid in cash, a USPS Money Order is issued for the value of the payment. All packages are insured automatically against loss, breakage or theft to up to $1,000. Services can be used with: Priority Mail Express First-Class Mail Priority Mail Parcel Select Media Mail Registered Mail Restricted Delivery(only when used with Registered Mail) Return Receipt Delivery Confirmation Signature Confirmation Mailpiece is already insured up to $1,000. You cannot purchase USPS insurance with this service. Cannot be used for International, APO/FPO, dissatisfied customers, bills or statements.

answer

Collect on Delivery

question

Number of days undelivered COD will be held (or a specific retention time can be requested).

answer

10 days

question

Collect on Delivery

answer

PS3816

question

Return Receipt After Mailing - Can be used if purchased Certified, Registered, Insured over $500 or COD.

answer

PS3811-A

question

Return Receipt for Merchandise - Use both PS3804 and PS3811. No insurance. Only requested at time of mailing. Available with: Priority Standard Package Services Parcel Select

answer

PS3804

question

Guarantees that mail is only delivered to the addressee. Designed specifically for sensitive mail such as confidential legal documents, important contracts, classified documents, and high-value packages or papers. The recipient of mailpiece must positively ID himself before carrier will relinquish possession of the mailpiece. Costs $5.15 per mailpiece and is only available when purchased in conjunction with Certified Mail, COD, USPS Can be used with most mail classes including First-Class Mail®, Priority Mail®, and Package Services such as Parcel Select and Media Mail. Mailpiece must be clearly marked with this service.

answer

Restricted Delivery

question

PS3817 - Provides evidence that mail has been presented to USPS® for mailing. This form may be used for domestic and international mail. May only be used with FC, PM, STD, Package Services. May be combined with: PAL Special Handling

answer

Certificate of Mailing

question

PS3606 - Provides evidence that mail has been presented to USPS for mailing. May not be used for individual pieces.

answer

Certificate of Bulk Mailing

question

Certificate of Mailing

answer

PS3817

question

Certificate of Bulk Mailing

answer

PS3606

question

Used for unusual items. Available for FC, PM, Package Services, Parcel Select. Can be combined with: COD USPS Tracking Signature Confirmation Insurance, Return Receipt for Merchandise, PAL

answer

Special Handling

question

COD FC Mail Tracer Label - Used to internally track COD remittances.

answer

Label 500

question

Registered Mail Label - no barcode. Used only with PM, FC and FC Package Services.

answer

Label 200N

question

Time span of when a mailer or addressee can file a domestic claim.

answer

60 days

question

For these items may not file a claim sooner than 21 days from mailing and no later than 180 days from mailing date.

answer

Lost articles

question

For insured articles may file for PME, PM, Insured, Registered and COD. Filing is done online - PS1000 needed. Status can be obtained after 10 days. May be requested to bring article and packaging into local PO for return and continuation of claims processing.

answer

Domestic Claims

question

For insured articles may file for GXG, PMEI, PMI insured/ordinary parcels, Registered. Initiate claim process by calling IIC - International Inquiry Center. Supporting documentation: Proof of value Evidence of insurance Evidence of damage Will be requested to bring article and packaging into local PO for return and continuation of claims process.

answer

International Claims

question

International Inquiry Center

answer

IIC

question

Receipt for Articles Damaged in Mails

answer

PS3831

question

PS3831 - Form used when damaged/insured articles are presented to PO for assessment. Customer is given a copy.

answer

Receipt for Articles Damaged in Mails

question

PS2856 - Form used by PO after assessing damaged/insured article. Then sent on to Accounting Services.

answer

Damage Report of Insured Parcels & Contents

question

Damage Report of Insured Parcels & Contents

answer

PS2856

question

Account Identifier Code

answer

AIC

question

Accounting codes used for the 1412.

answer

Account Identifier Code

question

Where anonymous mail is separated to.

answer

Anonymous Mail Unit

question

Available at designated PO for transients and people waiting to get PO Boxes, mail held for max 30 days, unless extended by PM.

answer

General Delivery

question

Bank Secrecy Act

answer

BSA

question

Law requiring every business that provides financial services to report financial transactions.

answer

Bank Secrecy Act

question

Length of time caller services are provided.

answer

6 months

question

Length of time mail can be forwarded.

answer

12 months

question

Length of time for COA to complete.

answer

5 days

question

Business Mail Entry Unit

answer

BMEU

question

Commercial mail or business related mail customers that must be processed by the unit. PostalOne.

answer

Business Mail Entry Unit

question

Segmented Inventory Accountability - Unit reserve stock with different segments: Unit reserve, retail floor, clerk

answer

SIA

question

Credit that the stock custodian holds - Unit Reserve, able to transfer to Retail Floor and SSA.

answer

Segmented Inventory Accountability

question

Greet, Inquire, Suggest, Thank

answer

GIST

question

GIST

answer

Greet Inquire Suggest Thank

question

Point of Service

answer

POS

question

Retail Customer Experience - Main benefit is to test the skill of the retail work force through the eyes of the customer (Mystery Shopper). Diagnostic tool used to correct conditions detrimental to customer satisfaction.

answer

RCE

question

POS

answer

Point of Service

question

RCE - Main benefit is to test the skill of retail work force through the eyes of the customer (Mystery Shopper). 5 Categories: Waiting Time in Line, HAZMAT, Sales Skills and Product Offerings, Promotional and merchandising, Image.

answer

Retail Customer Experience

question

STD only. Surcharge that applies to items/parcels over 108" to 130" - L + Girth over 108"

answer

Oversize

question

Max time of regular hold.

answer

30 days

question

Biweekly resource giving information on lost/stolen MO. Information can also be found in POS/RSS.

answer

Postal Bulletin

question

Money Order

answer

MO

question

Words that generate a negative feeling.

answer

Trigger Words

question

Words that make us feel relaxed and composed.

answer

Calming Words

question

Resources for postal services: VPO, Mobile Retail Units, Stamps by Phone, Stamps by Mail, Self-Service Kiosks, ATM, USPS.com, CPU, Approved Shippers, Stamps-To-Go.

answer

Expanded Access Channels

question

Charge customers must pay after the 10th of the month (late on service renewal). Also known as Lock Change Fee.

answer

PO Box Late Fee

question

Length of time before claims can be checked online.

answer

10 days

question

Surface Transportation Only sticker - used in conjunction with DDD2 or parcels that are only eligible for no-fly shipping.

answer

Label 127

question

Can be provided up to $50 and can be provided in $10 increments.

answer

Cash Back

question

PM zones 5-8, can't exceed 1728 cu in (1 cu foot), max 108" girth. Actual weight vs dimensional weight- whichever is greater. LxWxH more than 1728 then divide by 194. Flights only. Priority larger than cubic foot (or 1728 cu in).

answer

Dimensional Pricing

question

Length min 11 1/2", max 15", Height min 6 1/8" max 12", Thickness 3/4" Must only exceed one to qualify for flat. Rectangular, flexible, uniformly thick.

answer

Flat Dimension

question

How long a change of address (COA) is kept on file.

answer

18 months

question

Change of Address

answer

COA

question

PS3575 - Temporary service for as short as 15 days or as long as 1 year. After the first 6 months, you can extend for another 6 months. Direct mail to a new address online for $1.05 charge. Mail is sent piece by piece to new address. Welcome Kit contains COA forms.

answer

Change of Address

question

Change of Address form

answer

PS3575

question

ROBBERY BAIT MONEY ORDERS Each Post Office that offers window service is provided with three bait money orders for every cash drawer in the customer service area. This also includes employees servicing SSPC Units not located in the main office. These bait money orders should be secured with the employee's largest denomination bills. In the event of a robbery, the employee should include these bait money orders with the funds and other materials that are being given to the robber. BURGLARY BAIT MONEY ORDERS Although most window service employees are aware of the first part of the program, many are not familiar with the second part of the program, intended to assist in burglary investigations. In addition to the procedures described above, three to six additional money orders are issued to a supervisor or designated employee for each retail unit. After business hours, three bait money orders are then left at the full service counter with three others left in the store retail area (if appropriate). If found by a burglar, these money orders are often taken and negotiated, leaving an investigative trail that leads back to them!

answer

Bait Money Orders

question

Each PO that offers window service is provided with three bait money orders for every cash drawer in the customer service area. This also includes employees servicing SSPC Units not located in the main office. These bait money orders should be secured with the employee's largest denomination bills. In this event, the employee should include these bait money orders with the funds and other materials that are being given to the robber.

answer

Robbery Bait Money Orders

question

Intended to assist in burglary investigations. Three to six additional money orders are issued to a supervisor or designated employee for each retail unit. After business hours, three bait money orders are then left at the full service counter with three others left in the store retail area (if appropriate). If found by a burglar, these money orders are often taken and negotiated, leaving an investigative trail that leads back to them.

answer

Burglary Bait Money Orders

question

What are the two types of Bait Money Orders?

answer

Robbery and Burglary

question

Number of postal zones.

answer

8

question

Frequency that the Postal Bulletin is distributed.

answer

Biweekly

question

Frequency that the Retail Floor is stocked.

answer

Biweekly

question

Height 6 1/8", Length 11 1/2", Thickness min .007", max 1/4". Rectangular, max 3.5 oz.

answer

Letter Dimension

question

Height Min 3", Max 17", Length min 6", max 27", Weight min 6 oz, max 25 lbs.

answer

Machineable Parcel

question

Max weight for FC letter.

answer

13 oz

question

Methods by which money orders can be paid for.

answer

Cash, Travelers Check, Debit Cards

question

Maximum weight for mail piece.

answer

70 lbs

question

Day to begin holding PO Box mail for boxes that have not renewed.

answer

1st Day of Month

question

Day that reminder notice is generated for PO Box renewal.

answer

20th Day of Month

question

Day that PO Box mail is returned for those who have not renewed.

answer

11th Day of Month

question

Used with Retail Ground (Standard), zones 5-8 larger than 1 cu foot.

answer

Dimensional Pricing

question

Retail Ground, Bound Printed Matter, Medial Mail, Library Mail

answer

Package Services

question

Perceptions are _________________________.

answer

Reality

question

Number of keys issued to PO Box customers.

answer

2

question

Postal Bulletin biweekly, Retail Digest, Retail Marketing website, Postal Merchandise Guide, Retail Operations Handbook, POS New Functionality Guide POS One Message Center, News Link, Local Messaging are all ____________ ______________ ______________.

answer

Retail Communications Channels

question

Postal Service _________________ are available online and prvide guidance on regulations for Domestic/Int'l/Admin/Personnel fields support.

answer

Directives

question

Firm holdout service allows a customer to obtain street-addressed mail from the post office when the customer normally receives 50 letters or more on the first delivery trip, or when the customer is a news agent or publisher's representative and receives publications that qualify for newspaper treatment. Customer must complete PS3801 - Standing Delivery Order. A customer may cancel a firm holdout at any time. The postmaster may cancel firm holdout service when the mail volume falls below the 50-piece requirement on each delivery day over a 30-day period. The postmaster may also cancel the service when the mail is not picked up for 10 consecutive days and the customer does not arrange with the postmaster to hold the mail. A customer may not request restoration of the service for 1 year after its cancellation. No fee. Gets own DPS.

answer

Firm Holdout

question

Standing Delivery Order - Used when Firm Hold is requested.

answer

PS3801

question

PS3801 - Used when Firm Hold is requested. Customer completes.

answer

Standing Delivery Order

question

Clean, Stocked and Friendly Everyday. Motto for providing the ideal customer experience.

answer

USPS Retail Motto

question

United States Postal Service website.

answer

usps.com

question

Prisoner of War

answer

POW

question

POW

answer

Prisoner of War

question

These are issued by the postal service (from local PO) and provided for VA burial purposes.

answer

Flags

question

Premier Shipping service of USPS

answer

Express Mail

question

Delivery timeline for Priority Mail service.

answer

2-3 Days

question

Proof of Mailing, PS3800

answer

Certified Mail

question

Provides date and time of delivery, free with all parcels. Label 400

answer

USPS Tracking

question

Used for unusual contents such as live poultry. Provides preferential handling. Available for PM, FC, STD, Media, Library or Bound Printed Matter.

answer

Special Handling

question

Can be obtained in $100 increments up to $5000. Requires form PS3813 under $500 or PS3813-P over $500. Can be purchases online, self-service kiosk, post office.

answer

Insured Mail

question

PS152

answer

Delivery Confirmation

question

Form number for Delivery Confirmation

answer

PS152

question

PS153

answer

Signature Confirmation

question

Form number for Signature Confirmation - requiring a signature from the recipients of their packages. Although USPS Tracking proves that a package was delivered to a particular address, Signature Confirmation proves that it was actually received by the intended recipient or his agent.

answer

PS153

question

Form number for Daily Financial Report

answer

PS1412

question

PS1412 - Used for eMOVES/e1412 units or used as backup for POS and IRT sites. File locally. Unit ID at top, Receipts left side, Stamp Accountability upper right side, Disbursements lower right, Signature bottom.

answer

Daily Financial Report

question

Form number for Certified Mail Receipt

answer

PS3800

question

PS3800

answer

Certified Mail Receipt

question

Form number for COD - Collect-on-Delivery

answer

PS3816

question

Form number for COD - Privately printed form. Can be used if more than three COD articles are mailed at one time.

answer

PS3816-AS

question

Delivery Notice (Pink Slip)

answer

PS3849

question

PS3849

answer

Delivery Notice

question

BSA form completed by customer when purchasing more than $3000 in MO or cashed MO of $10,000 or more.

answer

PS8105-A

question

PS8105-A - BSA form completed by customer when purchasing more than $3000 in MO or cashed MO of $10,000 or more.

answer

Funds Transaction Report

question

Suspicious Transaction Report- Customer cannot know it is being completed.

answer

PS8105-B

question

PS8105-B

answer

Suspicious Transaction Report

question

Postage Validation Imprinter

answer

PVI

question

PVI

answer

Postage Validation Imprinter

question

Retail Customer Experience

answer

RCE

question

RCE

answer

Retail Customer Experience

question

Time limit of when refunds should be requested.

answer

30 Days

question

Include rolls that are longer than machineable parcels.

answer

Irregular Parcels

question

Day that second notice is issued from first attempted delivery of certified mail article.

answer

5 Days

question

Sets forth policies, regulations and procedures governing international mail.

answer

IMM-International Mail Manual

question

Sets forth policies, regulations and procedures governing domestic mail.

answer

DMM-Domestic Mail Manual

question

Segmented Inventory Accountability

answer

SIA

question

SIA

answer

Segmented Inventory Accountability

question

Frequency which SSA are audited by SIA.

answer

Quarterly

question

Amount of cash SSA is accountable for at the Retail Floor.

answer

$100

question

Number of blank money orders SSA is accountable for at the Retail Floor.

answer

3

question

Tells when and how to display the POW flag.

answer

Postal Bulletin

question

Frequency which Units with Individual Accountability are audited.

answer

Every 4 Months

question

Used to aid postal inspection service in postal burglary and robbery investigations.

answer

Bait Money Orders

question

Image Factors: The ________ _________ influencing customer perception are Personal, Professional, Postal.

answer

3 P's

question

Forms that are used as Domestic - Green and International - Pink.

answer

Types of Money Orders

question

Sales/Customer Service at retail counter Product/Services Information Handles/Processes customer purchases Maintains store Conducts product inventory Verifies presort/bulk mailings Rents PO Boxes, processes payments and distributes mail

answer

Duties of SSA

question

Products sold by the postal service including packaging products. Products are periodically audited to keep accurate on-hand accounting.

answer

Ready Post

question

Four core values: Relentless, Secure, Simple, Personal

answer

USPS Brand Essence

question

Start with customer needs, Communicate Effectively, Build on relationships, Provide excellent customer experience

answer

4 Key Actions

question

Sender must communicate clearly with the receiver and verify the message received was decoded correctly.

answer

Effective Communication

question

Art and technique of using words effectively to impart info or ideas.

answer

Communication

question

75% of the workday is filled with multiple communication tasks.

answer

Percentage of communication tasks

question

Message is sent, message is received, communicate clearly and verify message was received.

answer

Good Communication

question

Non-verbal cues account for: Gestures/Expressions 55%, Vocal Variety 38%, Words 7%

answer

55%-38%-7% Rule

question

Using spoken words.

answer

Verbal Communication

question

Nonverbal/verbal behaviors interact in the exchange and interpretation of information within a given situation or context.

answer

Nonverbal Communication

question

Body Movement, Facial Expressions, Personal Space

answer

Nonverbal Cues Categories

question

1. Never assume 2. Always check understanding 3. Be tolerant 4. Try to listen 5. Communicate why 6. First barrier to any communication is "Why should I read or listen?"

answer

6 Characteristics of Successful Communication

question

50% of spoken words in 1-2 days and 25% after the first 2 months.

answer

% Individuals Remember

question

Process used by receive to facilitate communication and enhance performance.

answer

Active Listening

question

1. Demonstrate openness/respectful 2. Verbal/nonverbal questions 3. Seek clarification 4. Don't make assumptions 5. Provide feedback

answer

5 Essential Elements of Active Listening

question

Actively attending. - Face SQUARELY - OPEN posture - LEAN towards sender - EYE contact - RELAX while attending/listening

answer

S.O.L.E.R.

question

Active listening technique to bring message into greater focus.

answer

Clarifying

question

One in which you and the customer make an informed, mutually beneficial decision.

answer

Successful Transaction

question

4 page information sheet in different languages.

answer

Translator

question

Multicultural resources. Can be accessed through the HR Inclusiveness Website.

answer

Outreach

question

A desire to improve or accomplish something. Driving force behind customer willingness to interact with you learn products and make a purchase commitment.

answer

Needs

question

Words and phrases that express desire.

answer

Language of Needs

question

Sales/Customer service at retail counter Sales/Customer support Product/Services information Handles/Processes customer purchases Maintains store Conducts product inventory Verifies presort/bulk mailings Checks and sets PO stamp machine and postage meters Rents PO Boxes, processes payments and distributes mail

answer

SSA Duties

question

Postal mailing products offered for sale to customers. These products are audited to track product amounts on hand.

answer

Ready Post

question

The union term for clerks as a whole.

answer

Bargaining Unit

question

Four core values: Relentless, secure, simple, personal.

answer

USPS Brand Essence

question

Market Dominant and Competitive

answer

2 Types of PO Boxes

question

PO Box service that requires a key deposit.

answer

Market Dominant

question

PO Box service that does not require a key deposit.

answer

Competitive

question

Number of PO Box sizes

answer

5

question

Photo, i.e. Driver's License Address, i.e. Vehicle insurance, mortgage statement

answer

PO Box Required ID

question

Form of ID that is never used for postal products or services.

answer

Social Security Card

question

3-6-12 months. 3 month rental auto-pay only. If customer pays one year they get the 13th month free.

answer

PO Box Rental Terms

question

Box Rent Service Fee Due form

answer

Notice 32

question

Fee service. Allows for more pickup times than Firm Holdout. Fees based on minimum of 6 months in addition to facility group fee. No keys provided.

answer

Caller Services

question

PO Box, Priority Mail Express, Priority Mail

answer

Premier Services

question

Offers convenience, privacy, affordable, permanent, good business, fast.

answer

PO Box Service

question

Self-Service Kiosks, Post Office retail counter, Online

answer

PO Box Payment Methods

question

PS Form 1509 - Allows customers to redirect delivery of mail pieces used with PME, PM, FC, FC Package Services, Parcel Select, STD, Package Services. Has to have a tracking number. Fee is non-refundable per-piece fee. Domestic only. No parcels over 108". No surface only or hazardous. Pays return shipping.

answer

Package Intercept

question

Can accept applications at certain USPS locations.

answer

Passport Services

question

USPS acts as agent in selling stamps. Highly collectible. On sale from July 1 - March 1.

answer

Migratory Bird Stamps

question

Up to 6 months. Can renew for another 6 months.

answer

Temporary Forward

question

Minimum of 3 days, maximum 30 days. Can request a hold Online, Retail or via 1-800 number.

answer

Hold Mail

question

PS3811 - Domestic Return Receipt, PS3811-A Return Receipt After Mailing, Electronic

answer

Types of Retail Return Receipts

question

Method of payment not valid for Extra Services.

answer

Precanceled

question

Delivery Confirmation barcode label (different than PS152)

answer

Label 314

question

1. Telephone courtesy 2. Begins with a smile 3. Delivery done right 4. We value your business

answer

4 Principles of Customer Experience Essentials

question

3 P's: Personal - Appearance/Demeanor Professional - Is PO inviting, clean, etc. Postal - Products and Services readily available

answer

Image Factors

question

Relentless, Simple, Secure, Personal

answer

USPS Brand

question

Retail Lobby requirements

answer

POM Section 125

question

Who Delivers the Last Mile?

answer

USPS

question

6 steps: 1. Be at ease 2. Present appropriately 3. Start with a smile 4. Be open and confident 5. Be positive 6. Be courteous and attentive

answer

Perfect Transaction

question

Stamps, package supplies, PO Box rent, Passports, Money Orders

answer

High Profile Products

question

Those who require the retail associate to remain calm, show respect, show empathy, listen between the lines.

answer

Difficult Customers

question

Private retailers with packaging and shipping operations.

answer

Approved Shippers

question

Automated Teller Machine - method by which stamps can be purchased.

answer

ATM

question

ATM - method by which stamps can be purchased.

answer

Automated Teller Machine

question

Stamps to retailers for resale to public.

answer

Stamps-To-Go

question

Contract Postal Unit

answer

CPU

question

CPU

answer

Contract Postal Unit

question

Postal services offered in a mobile setting for things such as holidays, special events.

answer

Mobile Retail Unit

question

VPO

answer

Village Post Office

question

Village Post Office

answer

VPO

question

United States Postal Service website

answer

usps.com

question

usps.com

answer

United States Postal Service website

question

Non-barcode postage validation imprint used for International and Express.

answer

Non-Barcode PVI

question

Encompasses Individual and Segment Inventory Accountability

answer

Unit Accountability

question

Accounts for unit stamp stock reserve

answer

Unit Stamp Stock Reserve

question

Identifies balance of a segment's stock. Includes unit reserve, retail floor. Must match AIC 853.

answer

POS Clerk Balance List

question

Two types: Stamp and Cash (up to $100) PS3369

answer

Consignment Accounting

question

Consigned Credit Report

answer

PS3369

question

Set amount of stamp stock assigned (stamps, cash, MO)

answer

Stamp Stock Credit

question

Stamps, stamped envelopes/postcards, International Reply Coupons (IRC), Non-postal stamps (Duck stamps), semi-postal stamps, philatetic, MO

answer

Paper Stamp Stock Items

question

Definitive, Special, Commemorative

answer

Stamp Types

question

International Reply Coupon

answer

IRC

question

IRC - Can be redeemed by USPS. Sent to US customer, sender brings in coupon, postage is figured and paid for with the IRC.

answer

International Reply Coupon

question

Stamp/cash stock assigned to an individual. Includes accountability for stamps, cash and MO.

answer

Individual Accountability

question

When stamp stock is replenished.

answer

As Needed

question

Based on amount entered on PS3369. $10 out of tolerance stamp overage placed in AIC057, cash AIC068. $10 out of tolerance stamp shortage placed in AIC767, cash AIC 764.

answer

Tolerance

question

Shortage demand for payment issued to employee for amount of shortage.

answer

Letter of Demand

question

The level that items needing secure storage should be kept at.

answer

Highest Level Available

question

1. Postal Funds 2 Stamps, IRC, MO, philatetic 3. Stamped envelopes/cards, imprinter, non-postal

answer

Priorities of Protection

question

Cash, CC/DC, Checks, Traveler's Checks, MO, Cashier's Check, Certified Checks

answer

Payment Methods

question

Everything except Trust Fund deposits, pre-cancelled stamps, MO, COD, Employee debt payment, Passport fees, EDDM

answer

CC Payment

question

Visa, MC, American Express, Discovery, Japan Credit Bureau, Diners Club/Carte Blanche. In order to accept CC payment, card must be signed.

answer

CC Accepted

question

All except Passport fees. Cannot be immediately reversed, must use PS3533 for refund.

answer

DC Accepted

question

Should not be left unattended. Do not let cash accumulate.

answer

Advanced Deposits

question

PCI

answer

Payment Card Industry

question

Payment Card Industry

answer

PCI

question

DSS

answer

Data Security Standards

question

Data Security Standards

answer

DSS

question

Creates level of protection for card issuers by ensuring merchants meet minimum levels of security.

answer

PCI DSS

question

PAN - Data required to be encrypted. Contains all digits.

answer

Primary Account Number

question

Primary Account Number

answer

PAN

question

Name, PAN, Expiration Date, CVV2, Magnetic Strip

answer

Protected CC Info

question

Illegal methods used to obtain CC info.

answer

Skimming Device/Cell Phone Pix

question

Cannot be used for payment of MO, Trust Fund Deposits, Passports, Permit Imprint Deposits, Purchase of Precanceled Stamps, Periodicals Postage, Postage Meter Settings, Money-By-Wire, Employee debt reconciliation, COD, Bulk mailings.

answer

Credit Cards

question

Mailing Services are tied to this.

answer

Consumer Price Index

question

Assigned Committed Air, Fed Ex outgoing

answer

02:30

question

Money Order Inquiry - Fee is required to use form - Used for domestic and international. For lost or stolen Money Orders.

answer

PS6401

question

Look for security features (Franklin watermark), dark line, usps words, check missing/lost/stolen list. If security features are not present ask the customer to wait and speak to a supervisor, they will contact the Inspection Service. ID is required, MO must be properly endorsed.

answer

Cashing Money Orders

question

Stored under largest denomination bills in cash drawer.

answer

Money Order Storage

question

Takes financial instruments such as money orders (buys with dirty money), cashes money orders and gets clean money. Called Smurfs.

answer

Money Laundering

question

Financial Crime Enforcement Network - oversees BSA compliance.

answer

FinCEN

question

USPS can be fined $25,000 per day.

answer

BSA Fines

question

Consequences are fines, loss of trust, loss of reputation, loss of historic legacy.

answer

BSA Noncompliance

question

If no SS#, may use alien registration card, passport, EID

answer

ID for PS8105-A

question

Info needed: SS# (Alien registration card, passport, EID if no SS#), Last/First name, Address, Country, DOB, Occupation. Can be filled out at end of shift. Must be sent in same day.

answer

PS8105-A Info

question

Customer asks for smaller amount when asked to fill out form. Customer trying to change appearance. Regular customer who suddenly have a large amount of cash to spend on money orders.

answer

Suspicious Transaction

question

Money-by-wire transfer to other countries. Extension of traditional money order service. Safer, fast. Transactions $2000 or more need ID. Only $2000 per day. BSA rules apply.

answer

Sure Money (Dinero Seguro)

question

Name, recipient name and address, SS#, DOB, valid ID.

answer

Sure Money Info

question

Instills confidence, projects positive image, maintain competitive advantage, protects privacy. Fewer customer complaints, fewer insurance claims, fewer disciplinary actions, fewer criminal prosecutions, growth in customer base increased revenue, greater customer satisfaction.

answer

Sanctity of Mail

question

Theft, destruction or damage of mail, delay of mail, opening mail.

answer

Unacceptable Mail Handling

question

USPSIS - Primary law enforcement arm of the USPS. Mail crimes.

answer

US Postal Inspection Service

question

CBPMAN

answer

Customs Border Protection Manifest

question

Customs Border Protection Manifest

answer

CBPMAN

question

Sanctity and security of the mail.

answer

ASM Section 274/POM subchapter 691

question

No loans, no borrowing, no co-mingling with personal.

answer

Postal Service Funds

question

Investigates employee crimes.

answer

USPS Inspector General

question

Postal Accountability and Enhancement Act - customs requirement to be submitted to Custom and Border Protection.

answer

PAEA

question

PAEA

answer

Postal Accountability and Enhancement

question

Protect postal service, secure nation's mail system, ensure public trust in mail.

answer

USPSIS Mission

question

Investigate fraud, waste and abuse in the postal system.

answer

Inspector General Mission

question

Length of time you can appeal a denied Domestic Claim.

answer

6 months - Deny

USPS Exam 421 Window Clerk Practice – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards