USPS Exam 421 Window Clerk Practice

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USPS Mission
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Provide, trusted, affordable, universal
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24-Hour Clock
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Improve effectiveness through standardization & innovation. End-to-end process to ensure mail is Collected, distributed, and delivered. USPS runs on this.
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Delivery Methods
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Planes, trucks, cars, boats, bicycles, snow mobiles, mules.
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APC
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Automated Postal Centers
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Automated Postal Centers
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Self-serve kiosks, commercial retail outlets, banks, ATMs.
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Mail Arrival Profile
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Determines operational startup & staffing.
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CET
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Critical Entry Time
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Clearance Time
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Mail is cleared for dispatch.
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18:00
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Carriers in from street.
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20:00
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80% of collection mail should be cancelled at the P&DC.
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23:00
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Out of primary processing.
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24:00
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Secondary Operations Complete
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04:00-09:00
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Distribute to DDC/DDU
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07:00
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100% of DPS 2nd pass complete.
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Core Responsibility
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Security, Sanctity, Preserve, Protect – Instills customer confidence, projects positive public image, maintains competitive advantage, protects privacy.
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PolicyNet
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Online resource to find handbooks, manuals, publications.
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Directives
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Policies, Procedures, Regulations – Effects in four ways: productivity, revenue, legal liability, customer service.
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DMM
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Domestic Mail Manual
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Domestic Mail Manual
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DMM – Policies, procedures and regulatins for domestic mail. Information on extra services, postage prices, mail classes.
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IMM
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International Mail Manual
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International Mail Manual
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IMM – Mailing conditions for each country, also includes a list of countries.
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ASM
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Adminstrative Support Manual
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Administrative Support Manual
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Policies, procedures for adminstrative and support functions. Information covering audits, investigations, communication, facilities, equipment and privacy.
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POM
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Postal Operations Manual
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Postal Operations Manual
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Operations function of field organizations. Information regarding retail, philatelic, collection, mail processing, transportation, delivery, vehical operation.
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ELM
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Employee & Labor Relations Manual
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Employee & Labor Relations Manual
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Personnel policies and regulations. Employee placement, pay, benefits, training, health and environment, labor relations.
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F101
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Field Accounting Procedures
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AS or MS
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Handbook ID for Administrative Support Manual (ASM)
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DM
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Handbook ID for Domestic Mail Manual (DMM)
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EL or P
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Handbook ID for Employee & Labor Relations Manual (ELM)
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M
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Handbook ID for Postal Operations Manual (POM) or Administrative Support Manual (ASM)
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PO
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Handbook ID for Postal Operations Manual (POM)
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Publications
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Primarily for public, marketing and mail guidelines.
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Postal Bulletin
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Official source of updates and amendments to current directives. Can be accessed through PolicyNet. Biweekly.
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Postal Forms
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Can be searched by title or number. Website also provides links to OPM, GSA, TSH, OSHA, OWCP.
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Publication 223
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Information regarding directives and forms catalog.
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#1 Business Goal
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Strengthening customer relationship.
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Value, Exceptional Service, Reliability
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Will increase revenue, missed opportunity is missed revenue, quality end-to-end service.
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Building Customer Relationship
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Positive attitude, Listening, Communication, Adapting to change, Knowledge of products, Soliciting customer feedback.
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What the postal service offers
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Better value, presence in every community, USPS.com, competitive pricing incentives.
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Shipping Services
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Priority, Express, Parcel Select, Parcel Return Service, International Mail
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Parcel Select
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Entry points at DDU, SCF, NDC. Optional hold for pickup. Pricing and volume incentives.
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Parcel Return Service
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Consumer return merchandise.
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International Mail
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Service to over 180 countries. Includes FC, GXG, PM, PMEI.
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GXG
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Global Express Guaranteed
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Global Express Guaranteed
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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″
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Priority Mail
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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.
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Priority Mail Express
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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.
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Mailing Services
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First Class, Periodicals, Standard, Package Services
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First Class
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Up to 13 oz, 2-3 day delivery.
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Periodicals
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Newspapers, magazines, journals, newsletters.
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Standard
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Printed matter: Flyers, circulars, advertising, newsletters, bulletins, catalogs, small packages. Includes general merchandise such as large/small gifts. Retail only.
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Media
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Educations materials: Books, film, manuscripts, CD, DVD
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Library
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To/from libraries, schools
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Bound Printed Matter
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Permanently bound: catalogs, phone books. BMEU
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Extra Services
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Certified, Insurance, Registered, USPS Tracking, Signature Confirmation, Return Receipt
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Online Services
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Buy stamps, Track and Confirm, COA, FWD, Holds, schedule redelivery, postage, package pickup, order supplies.
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Click-N-Ship
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Ability to print labels with postage, pay postage by CC, calculate and compare rates, standardize and store addresses, find zip codes, purchase insurance.
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Employee Engagement Programs
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Identify opportunities. Business Connect/Customer Connect/Rural Connect
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Package Pickup
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Schedule online carrier pickup.
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Pick Up On Demand
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Schedule a timed pickup for additional fee.
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USPS Mobile
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GPS location app for locating USPS facilities.
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Direct Mail
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Mailing tool that is cost effective, promotes business, generates sales.
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EDDM
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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
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Every Door Direct Mail
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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.
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Premium Forwarding Service
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Fee service offering temporary weekly reshipment services. Length of 2 weeks to one year (6 month renewal).
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Self-Service Kiosk
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Located in Post Office lobbies. They are available even when the Post Office counter is closed. Designed to process 80% of transactions.
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mPOS
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Mobile Point of Sale
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Mobile Point of Sale
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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.
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Stamps by Mail
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Ability to order stamps and have them mailed directly to customer. Order forms/online.
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Stamps by Phone
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Ability to order stamps via phone and have them mailed directly to customer.
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Stamps by Fax
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Ability to order stamps via fax and have them mailed directly to the customer.
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Forever Stamps
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1 oz FC letter stamp.
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Semi-Postal Stamps
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Charity stamps. Additional amount is donated to charity.
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Strategic Partners
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Fed Ex, UPS, Amazon
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HAZMAT
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Hazardous Materials
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DMM Publication 52
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Hazardous, Restricted and Perishable Mail
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PACT
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Prevent All Cigarette Trafficking – 2009
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HAZMAT Question
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Is there anything liquid, fragile, perishable or potentially hazardous such as lithium batteries or perfume?
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HAZMAT Regulations
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Found in DMM, IMM, Publication 52, Handbook EL-812.
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ORM-D
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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.
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HAZMAT Categories
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Flammable, Corrosive/Reactive, Biological, Toxic, Other common
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Declared HAZMAT
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Declared by mailer, properly marked, properly packaged.
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Undeclared HAZMAT
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Suspected of containing prohibited HAZMAT.
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Non-mailable HAZMAT
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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.
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HAZMAT Procedure
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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.
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Poster 138
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HAZMAT “Keep the Mail Safe” poster.
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HAZMAT Handling
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Transport in reliable MTE, Stage in isolated area, Radioactive 10 feet apart, Place and secure on top/center of cart, do not leave unattended.
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HAZMAT Identification
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Affix placard to MTE transport.
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HAZMAT Packing Requirements
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DMM – Sufficient cushion, secure closures, adequate package reinforcement, both delivering and return address, hazard marked on address side.
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Tobacco Requirements
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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.
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PS3811
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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)
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Label 11-HFPU
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Hold For Pick Up
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Anonymous Mail
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All mail weighing over 13 oz, bearing only stamps and not presented to a retail counter.
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Anonymous Mail Handling
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Identify, Return, Minimize risks. Take to AMU in facility. Piece must have Label 127 affixed, as well as DDD2 placed over mailing address.
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Identifiable Mail
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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.
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POE
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Point of Entry
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AMU
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Anonymous Mail Unit
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Label 127
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Surface Transport Only label
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DDD2
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Anonymous mail blue label placed over mailing address. “Important Customer Information”
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DDD1
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13 oz rule sticker placed on collection boxes and mail receptacles.
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Domestic Mail
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Service to US, its territories, possessions and APO/FPO and UN.
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DMM 100
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Customer Guide for Mailing
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DMM 300
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Domestic Mail Guide
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Shipping Services
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Services that are competitive in pricing with other shipping companies.
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Mailing Services
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Services that are market dominant with no competition.
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Domestic Mail Services
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Includes FC, Periodicals, STD, Package Services, Extra Services
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First Class Mail Service
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Personal/business, under 13 oz, sealed against inspection, FWD up to 12 mos (kept on record 18 mos)
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Periodicals
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Magazines/newspapers, must public at least 4 times a year and be of printed materials.
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Standard Mail
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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.
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Package Services
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Standard Post, Bound Printed Matter, Media Mail, Library Mail.
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Processing Categories
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Domestic mail: Letters, flats, machineable parcels, irregular parcels, outside parcels, all based on physical dimensions.
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Zone Charts
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Used to calculate postage based on where you are shipping from.
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Oversized
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Standard, over 108″ to 130″.
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Balloon
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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.
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(HxLxW) x .785 / 194
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If over 1728 cubic inches, formula for odd-shaped package balloon calculation.
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(HxLxW) / 194
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If over 1728 cubic inches, formula for rectangular package balloon calculation.
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Machineable Parcel Dimensions
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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
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Irregular Parcel
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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.
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Outside Parcel
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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.
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Nonmachineable Characteristics
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Irregular parcels, outside parcels.
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Domestic Mail Mailability
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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
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International Mail Categories
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First Class International, First Class Package International, Priority Mail International, Priority Mail Express International, Global Express Guaranteed.
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Air Mail/Par Avion
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Marking required on all First Class International mail
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First Class International Letters
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Up to 3.5 oz, light colored envelope. Length min 5 1/2″
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First Class International Package
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No more than 4 lbs.
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Label 19
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Par Avion/Air Mail label for international pieces.
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First Class International
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Less than 16 oz, no customs form required. May have dutiable PS2976 – Customs Declaration. Max value $400, if over use PMEI or PMI.
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PS2976
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Customs Declaration form (Green)
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International Nonmachineable
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Less than 3.5 oz, aspect ratio, polybag, clasps, strings, etc., lumpy or delivery address parallel to shorter dimension.
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M-Bags
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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
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PS3700
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Postage Statement – International Mail
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Tag 158
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M-Bag Addressee tag
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Priority Mail International
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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.
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Notice 123
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Price list
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PS2976-A
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Customs Declaration form (white).
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International Indemnity Coverage
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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).
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Priority Mail Express International
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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.
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Online International Services
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Can order supplies, print labels, complete PS6182 – Commercial Invoice, tracking, etc.
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PS6182
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Commercial Invoice – Required for certain commodities and destinations.
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Item 107PGG3
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Global Express Guaranteed sticker
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Item 11FGG1
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Global Express Guaranteed Air Waybill
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Commercial Base Pricing
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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.
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Refunds
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Request within 30 days, must have original label and/or online record/receipt. Must fill out PS3533 – Application for Refund of Fees
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PS3533
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Application for Refund of Fees
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Priority Mail Extra Services
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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.
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Confirmation Services
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Includes USPS Tracking (Label 400) and Signature Confirmation (PS153)
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Label 400
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USPS Tracking
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USPS Tracking
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Can be used with FC, PM, Package Services and Parcel Select (Label 400)
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Signature Confirmation
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Not available to APO/FPO or US territories or possessions. (PS153)
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PS3877
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Firm Mailing Book for Accountable Mail – May be used when more than 3 piece of accountable mail are presented for one transaction.
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Insured Mail
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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
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PS3813
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Domestic Insured Mail Receipt – Up to $500 – No signature required
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PS3813-P
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Domestic Insured Mail Receipt – Over $500 – Signature Required
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PS1000
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Domestic Claim or Registered Inquiry – Used to file insurance claim.
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Insurance Claim Documentation
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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.
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Certified Mail
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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).
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PS3800
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Certified Mail Receipt
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PS3811
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Return Receipt
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Registered Mail
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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.
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Label 200
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Registered Mail Barcode label
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Registered Mail Packaging Requirements
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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.
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PS3806
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Receipt for Registered Mail
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COD
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Collect on Delivery
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Collect on Delivery
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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.
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10 days
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Number of days undelivered COD will be held (or a specific retention time can be requested).
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PS3816
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Collect on Delivery
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PS3811-A
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Return Receipt After Mailing – Can be used if purchased Certified, Registered, Insured over $500 or COD.
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PS3804
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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
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Restricted Delivery
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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.
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Certificate of Mailing
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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
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Certificate of Bulk Mailing
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PS3606 – Provides evidence that mail has been presented to USPS for mailing. May not be used for individual pieces.
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PS3817
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Certificate of Mailing
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PS3606
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Certificate of Bulk Mailing
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Special Handling
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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
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Label 500
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COD FC Mail Tracer Label – Used to internally track COD remittances.
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Label 200N
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Registered Mail Label – no barcode. Used only with PM, FC and FC Package Services.
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60 days
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Time span of when a mailer or addressee can file a domestic claim.
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Lost articles
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For these items may not file a claim sooner than 21 days from mailing and no later than 180 days from mailing date.
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Domestic Claims
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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.
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International Claims
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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.
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IIC
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International Inquiry Center
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PS3831
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Receipt for Articles Damaged in Mails
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Receipt for Articles Damaged in Mails
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PS3831 – Form used when damaged/insured articles are presented to PO for assessment. Customer is given a copy.
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Damage Report of Insured Parcels & Contents
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PS2856 – Form used by PO after assessing damaged/insured article. Then sent on to Accounting Services.
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PS2856
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Damage Report of Insured Parcels & Contents
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AIC
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Account Identifier Code
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Account Identifier Code
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Accounting codes used for the 1412.
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Anonymous Mail Unit
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Where anonymous mail is separated to.
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General Delivery
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Available at designated PO for transients and people waiting to get PO Boxes, mail held for max 30 days, unless extended by PM.
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BSA
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Bank Secrecy Act
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Bank Secrecy Act
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Law requiring every business that provides financial services to report financial transactions.
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6 months
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Length of time caller services are provided.
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12 months
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Length of time mail can be forwarded.
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5 days
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Length of time for COA to complete.
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BMEU
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Business Mail Entry Unit
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Business Mail Entry Unit
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Commercial mail or business related mail customers that must be processed by the unit. PostalOne.
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SIA
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Segmented Inventory Accountability – Unit reserve stock with different segments: Unit reserve, retail floor, clerk
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Segmented Inventory Accountability
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Credit that the stock custodian holds – Unit Reserve, able to transfer to Retail Floor and SSA.
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GIST
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Greet, Inquire, Suggest, Thank
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Greet Inquire Suggest Thank
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GIST
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POS
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Point of Service
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RCE
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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.
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Point of Service
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POS
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Retail Customer Experience
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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.
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Oversize
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STD only. Surcharge that applies to items/parcels over 108″ to 130″ – L + Girth over 108″
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30 days
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Max time of regular hold.
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Postal Bulletin
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Biweekly resource giving information on lost/stolen MO. Information can also be found in POS/RSS.
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MO
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Money Order
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Trigger Words
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Words that generate a negative feeling.
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Calming Words
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Words that make us feel relaxed and composed.
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Expanded Access Channels
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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.
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PO Box Late Fee
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Charge customers must pay after the 10th of the month (late on service renewal). Also known as Lock Change Fee.
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10 days
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Length of time before claims can be checked online.
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Label 127
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Surface Transportation Only sticker – used in conjunction with DDD2 or parcels that are only eligible for no-fly shipping.
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Cash Back
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Can be provided up to $50 and can be provided in $10 increments.
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Dimensional Pricing
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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).
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Flat Dimension
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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.
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18 months
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How long a change of address (COA) is kept on file.
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COA
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Change of Address
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Change of Address
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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.
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PS3575
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Change of Address form
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Bait Money Orders
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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!
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Robbery Bait Money Orders
answer

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.
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Burglary Bait Money Orders
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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.
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Robbery and Burglary
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What are the two types of Bait Money Orders?
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8
answer

Number of postal zones.
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Biweekly
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Frequency that the Postal Bulletin is distributed.
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Biweekly
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Frequency that the Retail Floor is stocked.
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Letter Dimension
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Height 6 1/8″, Length 11 1/2″, Thickness min .007″, max 1/4″. Rectangular, max 3.5 oz.
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Machineable Parcel
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Height Min 3″, Max 17″, Length min 6″, max 27″, Weight min 6 oz, max 25 lbs.
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13 oz
answer

Max weight for FC letter.
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Cash, Travelers Check, Debit Cards
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Methods by which money orders can be paid for.
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70 lbs
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Maximum weight for mail piece.
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1st Day of Month
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Day to begin holding PO Box mail for boxes that have not renewed.
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20th Day of Month
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Day that reminder notice is generated for PO Box renewal.
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11th Day of Month
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Day that PO Box mail is returned for those who have not renewed.
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Dimensional Pricing
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Used with Retail Ground (Standard), zones 5-8 larger than 1 cu foot.
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Package Services
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Retail Ground, Bound Printed Matter, Medial Mail, Library Mail
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Reality
answer

Perceptions are _________________________.
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2
answer

Number of keys issued to PO Box customers.
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Retail Communications Channels
answer

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 ____________ ______________ ______________.
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Directives
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Postal Service _________________ are available online and prvide guidance on regulations for Domestic/Int’l/Admin/Personnel fields support.
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Firm Holdout
answer

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.
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PS3801
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Standing Delivery Order – Used when Firm Hold is requested.
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Standing Delivery Order
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PS3801 – Used when Firm Hold is requested. Customer completes.
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USPS Retail Motto
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Clean, Stocked and Friendly Everyday. Motto for providing the ideal customer experience.
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usps.com
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United States Postal Service website.
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POW
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Prisoner of War
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Prisoner of War
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POW
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Flags
answer

These are issued by the postal service (from local PO) and provided for VA burial purposes.
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Express Mail
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Premier Shipping service of USPS
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2-3 Days
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Delivery timeline for Priority Mail service.
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Certified Mail
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Proof of Mailing, PS3800
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USPS Tracking
answer

Provides date and time of delivery, free with all parcels. Label 400
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Special Handling
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Used for unusual contents such as live poultry. Provides preferential handling. Available for PM, FC, STD, Media, Library or Bound Printed Matter.
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Insured Mail
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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.
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Delivery Confirmation
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PS152
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PS152
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Form number for Delivery Confirmation
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Signature Confirmation
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PS153
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PS153
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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.
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PS1412
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Form number for Daily Financial Report
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Daily Financial Report
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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.
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PS3800
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Form number for Certified Mail Receipt
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Certified Mail Receipt
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PS3800
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PS3816
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Form number for COD – Collect-on-Delivery
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PS3816-AS
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Form number for COD – Privately printed form. Can be used if more than three COD articles are mailed at one time.
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PS3849
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Delivery Notice (Pink Slip)
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Delivery Notice
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PS3849
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PS8105-A
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BSA form completed by customer when purchasing more than $3000 in MO or cashed MO of $10,000 or more.
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Funds Transaction Report
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PS8105-A – BSA form completed by customer when purchasing more than $3000 in MO or cashed MO of $10,000 or more.
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PS8105-B
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Suspicious Transaction Report- Customer cannot know it is being completed.
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Suspicious Transaction Report
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PS8105-B
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PVI
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Postage Validation Imprinter
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Postage Validation Imprinter
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PVI
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RCE
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Retail Customer Experience
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Retail Customer Experience
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RCE
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30 Days
answer

Time limit of when refunds should be requested.
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Irregular Parcels
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Include rolls that are longer than machineable parcels.
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5 Days
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Day that second notice is issued from first attempted delivery of certified mail article.
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IMM-International Mail Manual
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Sets forth policies, regulations and procedures governing international mail.
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DMM-Domestic Mail Manual
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Sets forth policies, regulations and procedures governing domestic mail.
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SIA
answer

Segmented Inventory Accountability
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Segmented Inventory Accountability
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SIA
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Quarterly
answer

Frequency which SSA are audited by SIA.
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$100
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Amount of cash SSA is accountable for at the Retail Floor.
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3
answer

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

Tells when and how to display the POW flag.
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Every 4 Months
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Frequency which Units with Individual Accountability are audited.
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Bait Money Orders
answer

Used to aid postal inspection service in postal burglary and robbery investigations.
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3 P’s
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Image Factors: The ________ _________ influencing customer perception are Personal, Professional, Postal.
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Types of Money Orders
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Forms that are used as Domestic – Green and International – Pink.
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Duties of SSA
answer

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
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Ready Post
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Products sold by the postal service including packaging products. Products are periodically audited to keep accurate on-hand accounting.
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USPS Brand Essence
answer

Four core values: Relentless, Secure, Simple, Personal
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4 Key Actions
answer

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

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

Art and technique of using words effectively to impart info or ideas.
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Percentage of communication tasks
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75% of the workday is filled with multiple communication tasks.
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Good Communication
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Message is sent, message is received, communicate clearly and verify message was received.
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55%-38%-7% Rule
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Non-verbal cues account for: Gestures/Expressions 55%, Vocal Variety 38%, Words 7%
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Verbal Communication
answer

Using spoken words.
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Nonverbal Communication
answer

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

Body Movement, Facial Expressions, Personal Space
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6 Characteristics of Successful Communication
answer

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?”
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% Individuals Remember
answer

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

Process used by receive to facilitate communication and enhance performance.
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5 Essential Elements of Active Listening
answer

1. Demonstrate openness/respectful 2. Verbal/nonverbal questions 3. Seek clarification 4. Don’t make assumptions 5. Provide feedback
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S.O.L.E.R.
answer

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

Active listening technique to bring message into greater focus.
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Successful Transaction
answer

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

4 page information sheet in different languages.
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Outreach
answer

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

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

Words and phrases that express desire.
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SSA Duties
answer

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
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Ready Post
answer

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

The union term for clerks as a whole.
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USPS Brand Essence
answer

Four core values: Relentless, secure, simple, personal.
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2 Types of PO Boxes
answer

Market Dominant and Competitive
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Market Dominant
answer

PO Box service that requires a key deposit.
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Competitive
answer

PO Box service that does not require a key deposit.
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5
answer

Number of PO Box sizes
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PO Box Required ID
answer

Photo, i.e. Driver’s License Address, i.e. Vehicle insurance, mortgage statement
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Social Security Card
answer

Form of ID that is never used for postal products or services.
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PO Box Rental Terms
answer

3-6-12 months. 3 month rental auto-pay only. If customer pays one year they get the 13th month free.
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Notice 32
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Box Rent Service Fee Due form
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Caller Services
answer

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.
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Premier Services
answer

PO Box, Priority Mail Express, Priority Mail
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PO Box Service
answer

Offers convenience, privacy, affordable, permanent, good business, fast.
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PO Box Payment Methods
answer

Self-Service Kiosks, Post Office retail counter, Online
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Package Intercept
answer

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.
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Passport Services
answer

Can accept applications at certain USPS locations.
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Migratory Bird Stamps
answer

USPS acts as agent in selling stamps. Highly collectible. On sale from July 1 – March 1.
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Temporary Forward
answer

Up to 6 months. Can renew for another 6 months.
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Hold Mail
answer

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

PS3811 – Domestic Return Receipt, PS3811-A Return Receipt After Mailing, Electronic
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Precanceled
answer

Method of payment not valid for Extra Services.
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Label 314
answer

Delivery Confirmation barcode label (different than PS152)
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4 Principles of Customer Experience Essentials
answer

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

3 P’s: Personal – Appearance/Demeanor Professional – Is PO inviting, clean, etc. Postal – Products and Services readily available
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USPS Brand
answer

Relentless, Simple, Secure, Personal
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POM Section 125
answer

Retail Lobby requirements
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USPS
answer

Who Delivers the Last Mile?
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Perfect Transaction
answer

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
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High Profile Products
answer

Stamps, package supplies, PO Box rent, Passports, Money Orders
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Difficult Customers
answer

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

Private retailers with packaging and shipping operations.
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ATM
answer

Automated Teller Machine – method by which stamps can be purchased.
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Automated Teller Machine
answer

ATM – method by which stamps can be purchased.
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Stamps-To-Go
answer

Stamps to retailers for resale to public.
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CPU
answer

Contract Postal Unit
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Contract Postal Unit
answer

CPU
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Mobile Retail Unit
answer

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

VPO
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VPO
answer

Village Post Office
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usps.com
answer

United States Postal Service website
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United States Postal Service website
answer

usps.com
question

Non-Barcode PVI
answer

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

Encompasses Individual and Segment Inventory Accountability
question

Unit Stamp Stock Reserve
answer

Accounts for unit stamp stock reserve
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POS Clerk Balance List
answer

Identifies balance of a segment’s stock. Includes unit reserve, retail floor. Must match AIC 853.
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Consignment Accounting
answer

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

Consigned Credit Report
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Stamp Stock Credit
answer

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

Paper Stamp Stock Items
answer

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

Stamp Types
answer

Definitive, Special, Commemorative
question

IRC
answer

International Reply Coupon
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International Reply Coupon
answer

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

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

When stamp stock is replenished.
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Tolerance
answer

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.
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Letter of Demand
answer

Shortage demand for payment issued to employee for amount of shortage.
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Highest Level Available
answer

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

Priorities of Protection
answer

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

Payment Methods
answer

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

CC Payment
answer

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

CC Accepted
answer

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

DC Accepted
answer

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

Should not be left unattended. Do not let cash accumulate.
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Payment Card Industry
answer

PCI
question

PCI
answer

Payment Card Industry
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Data Security Standards
answer

DSS
question

DSS
answer

Data Security Standards
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PCI DSS
answer

Creates level of protection for card issuers by ensuring merchants meet minimum levels of security.
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Primary Account Number
answer

PAN – Data required to be encrypted. Contains all digits.
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PAN
answer

Primary Account Number
question

Protected CC Info
answer

Name, PAN, Expiration Date, CVV2, Magnetic Strip
question

Skimming Device/Cell Phone Pix
answer

Illegal methods used to obtain CC info.
question

Credit Cards
answer

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.
question

Consumer Price Index
answer

Mailing Services are tied to this.
question

02:30
answer

Assigned Committed Air, Fed Ex outgoing
question

PS6401
answer

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

Cashing Money Orders
answer

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.
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Money Order Storage
answer

Stored under largest denomination bills in cash drawer.
question

Money Laundering
answer

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

FinCEN
answer

Financial Crime Enforcement Network – oversees BSA compliance.
question

BSA Fines
answer

USPS can be fined $25,000 per day.
question

BSA Noncompliance
answer

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

ID for PS8105-A
answer

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

PS8105-A Info
answer

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.
question

Suspicious Transaction
answer

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.
question

Sure Money (Dinero Seguro)
answer

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.
question

Sure Money Info
answer

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

Sanctity of Mail
answer

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.
question

Unacceptable Mail Handling
answer

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

US Postal Inspection Service
answer

USPSIS – Primary law enforcement arm of the USPS. Mail crimes.
question

Customs Border Protection Manifest
answer

CBPMAN
question

CBPMAN
answer

Customs Border Protection Manifest
question

ASM Section 274/POM subchapter 691
answer

Sanctity and security of the mail.
question

Postal Service Funds
answer

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

USPS Inspector General
answer

Investigates employee crimes.
question

PAEA
answer

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

Postal Accountability and Enhancement
answer

PAEA
question

USPSIS Mission
answer

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

Inspector General Mission
answer

Investigate fraud, waste and abuse in the postal system.
question

6 months – Deny
answer

Length of time you can appeal a denied Domestic Claim.

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