USPS Sales & Services Associate Training – 2014 class edition – Flashcards
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What is our mission?
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Provide trusted, affordable, universal service. eLearning module 1
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What is the form for filing an insurance claim?
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Form 1000. eLearning module 16
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Perception is________
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Reality. 17-3
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What are our goals?
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Grow revenue, increase market share and develop lifetime customers. 18-3
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What are the two types of communication and give examples of each?
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Verbal (spoken words) and non-verbal (gestures, expressions, vocal variety). 19-5
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What are some non-verbal cues?
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Body movement (shuffling feet and folding arms), posture, gestures, facial expressions, personal space. 19-6
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Listeners receive the same ______ all the time.
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Message. 19-7
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What is S.O.L.E.R.?
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Actively attending by: Squarely facing the person, Open your posture, Lean towards the sender, Eye contact maintained, Relax while attending. 19-7
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What is a successful sales transaction?
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One in which you and the customer make an informed, mutually beneficial decision. 20-3
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When presenting the value of USPS products and services, you align that value with?
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The customer's needs. 20-3
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What should be the objective of every SSA?
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Selling maximum value to customers by matching their needs. 20-4
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What is the driving force behind a customer's willingness to interact with you, learn about Postal products, and make a purchase commitment?
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Needs. 20-5
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What is need satisfaction selling?
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Recognition that customers buy products to satisfy their needs. 20-5
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What is a need?
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A desire to improve or accomplish something. 20-6
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What is the language of needs and some examples?
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Words and phrases the express desire. I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective. 20-6
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What is G.I.S.T.?
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Greet, Inquire, Suggest and Thank. 20-8
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What additional products can be suggested?
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Stamps, packaging/shipping (Ready Post) products, PO Box, passports, money orders. 20-10
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Mailpieces not meeting minimum requirement criteria or exceeding certain maximums are_________?
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Non-mailable. There is no fee, surcharge or additional postage that can make a non-mailable item mailable. 21-3
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Non-mailable means that the piece, as designed, is _______ from the mailstream.
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Prohibited. 21-3
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What are the minimum dimensions of a mail piece (letter)?
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3 ½" in height, 5" in length, .007" in thickness, rectangular in shape. 21-3
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What is girth?
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The distance around the thickest part of a package. 21-4
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What are maximum dimensions for a package?
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70 pounds. 108" length + girth. Up to 130" length + girth for Standard. 21-4
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What are the five mail processing categories?
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Letters, flats, machinable parcels, irregular parcels, outside parcels. 21-4
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What is the maximum size for a postcard?
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4 1/4" height, 6" length, .016" thickness. 21-5
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What would cause a flat-size piece to be excluded from flat pricing?
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Do not meet flexibility standards, are not uniformly thick, are not rectangular in shape. 21-6
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What is a machinable parcel?
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6 oz to 25 lbs; minimum size of 3" x 6" x ¼" to maximum size of 17" x 17" x 27". 21-7
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What is an irregular parcel?
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Has ONE of the following characteristics: less than 6" in length or 3" in height or 6 oz in weight; rolls/tubes 26" long or less; articles enclosed in envelopes that are not letters, flats or machinable parcels. 21-8
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What are outside parcels? Examples?
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Parcels that because of their size, shape, density, container type, or the nature of their contents, cannot be processed in postal sacks. Metal-strapped boxes, rolls/tubes more than 26" in length, liquid containers, tires, trees. 21-9
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What is a non-machinable surcharge?
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Charge applied to first-class letter-size pieces that meet one or more non-machinable characteristics and are excluded from automated processing. 21-10
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What are some examples of why a letter would be non-machinable?
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Polybagged, polywrapped, or enclosed in plastic material; has clasps, strings, buttons, or similar closure devices; contains items such as pens, pencils, keys or coins; is too rigid; has a delivery address parallel to the shorter dimension of the mailpiece. 21-10
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A mailpiece that is too small, too large or too heavy is ________?
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Not mailable. 21-14
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How can knowing the products you sell benefit customers and the USPS?
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Strengthens communication skills, boosts enthusiasm, assists in overcoming concerns. 22-4
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What is product knowledge?
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Being aware of what we have to offer, being proficient at our jobs and making the effort to inform our customers. 22-5
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Why is Product Knowledge important?
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Provides personal satisfaction in helping a customer; increases customer knowledge; increases revenue; increases interaction between the SSA and customer; empowers the SSA to be the expert; ensures loyal, satisfied, returning customers. 22-5
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What are the selling points of Priority Mail Express?
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Delivery 365 days a year; no Saturday delivery charges; no residential surcharges; free tracking information; the ONLY overnight delivery to mailbox and PO Box addresses; signature proof of delivery available on request. 22-6
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What are the selling points of Priority Mail?
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Nationwide delivery within 1-3 days; fast and affordable; flat rate boxes (if it fits, it ships); delivery to every address in the US including PO Boxes and military addresses (APO/FPO); Saturday and residential deliveries at no extra cost; extra services (signature, insurance) available; tracking and $50 of insurance coverage automatically included when purchased at retail; available international. 22-7
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What are the three ways to add insurance to a package?
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Purchase online, purchase at a self-service kiosk, purchase at any post office. 22-7 & 22-8
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Can insurance purchased online be combined with insurance purchased at the Post Office?
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No. 22-7
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What is the insurance amount automatically included with Priority Mail Express and Priority Mail?
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Priority Mail Express has $100 of insurance coverage; Priority Mail has $50 for retail and commercial base shipments and $100 for commercial plus shipments. 22-7
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What are the indemnity limits for insurance?
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$5,000 unless sent registered mail. If sent registered mail, then $25,000. Registered mail can only be used with First-Class Mail and Priority Mail. 22-8
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What are the benefits of renting a PO Box?
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Fast; private; affordable; permanent; good business; convenient. 22-8
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How can you renew a PO Box?
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On-line with a credit card, through an automatic renewal process, at a self-service kiosk, by sending in a check or money order, in person at a Post Office. 22-8
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What is EDDM?
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Every Door Direct Mail. 22-10
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What is the benefit of EDDM?
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A new way for customers to reach local markets. Set up for customers that mail fewer than 5,000 pieces of flat-sized pieces within an area serviced by a single Post Office. 22-10
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Are USPS-provided Priority Mail packaging subject to dimensional weight pricing or balloon rate?
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No. 23-3
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What is the Dimensional Weight Pricing Criteria?
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Priority Mail, measures more than one cubic foot, destines for zones 5 through 8. 23-4
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Why is dimensional weight pricing important with Priority Mail?
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Because it allows our prices to better align with transportation costs. 23-5
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Can a PRIORITY package be subject to both balloon and dimensional weight pricing?
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No. Dimensional weight is for zones 5-8, balloon weight is for zones 1-4. 23-6
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What is balloon pricing?
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Priority mail to zones 1-4 and Standard Post to all zones. For parcels that weigh less than 20 lbs but measure more than 84" (but not more than 108") in combined length + girth are charged the 20 lb (balloon) rate. 23-6
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What is Oversized Pricing?
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Applies to Standard Post packages that measure over 108" but not more than 130" in combined length + girth. This price is charged regardless of weight (up to 70 lbs). 23-8
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What are Mailing Services?
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Those products in which the Postal Service has no competition from other delivery companies. 24-3
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What are some examples of Mailing Services?
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First-Class Mail (personal correspondence such as bills, postcards or Business Reply Mail; any mailable item that weighs under 13 oz), Periodicals, Standard Mail, Package Services (Bound Printed Matter, Media Mail and Library Mail). 24-3 & 24-4.
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First-Class mail items are sealed against inspection and offer security for both the sender and the receiver. True/False
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True. 24-3
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What are our Package Services?
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Bound Printed Matter, Media Mail, Library Mail. 24-4
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Are Package Services sealed from inspection?
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No. 24-4
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What is Media Mail limited to?
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Books, sound recordings, recorded video tapes, printed music, recorded computer-readable media such as CD's and DVD's. Cannot contain advertising. 24-4
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What are extra services? Examples?
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Enhancements that provide greater security and accountability of mailpieces, for a fee, in addition to postage. Proof of mailing (Certificate of mailing and certified mail); Protection in transit (insured mail and registered mail), evidence of delivery (registered mail, return receipt, restricted delivery, tracking, signature confirmation, collect on delivery). 24-5
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What are Shipping Services?
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Those products in which the Postal Service is competitive with other delivery companies. 24-5
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What are some examples of Shipping Services?
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Priority Mail Express, Priority Mail, Parcel Select, Parcel Return Service. 24-5 & 24-6
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What are the four categories of International Mail?
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First-Class, Priority, Priority Mail Express, Global Express Guaranteed. 24-9
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What is the maximum value for dutiable merchandise for first class international mail?
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$400. 24-10
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What is the maximum weight limit for Flat-Rate envelopes and small flat-rate boxes for Priority Mail International? For Medium and Large Flat rate boxes?
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4 pounds; 20 pounds. 24-11
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What are some benefits/rules of Priority Mail Express International?
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Ship up to 70 pounds; insured for up to $100 (currently $200) at no additional charge; money-back service guarantee to some countries; tracking service available; coins/jewelry valuables prohibited. 24-11 & 24-12
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What are some benefits/rules of Global Express Guaranteed?
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Delivery in 1-3 business days; money-back guarantee to certain destinations; weight varies by country from 22-70 pounds; $100 liability insurance; maximum of $2499 additional insurance can be purchased. 24-12 & 24-13
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What extra services can be purchased with Priority Mail Express?
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Return Receipt, Additional Insurance, Collect on Delivery (COD). 24-15
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How many different size Post Office Boxes are available for customers to rent?
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Five. 25-3
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What is the form used to open a Post Office Box?
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PS Form 1093 - Application for Post Office Box Service. 25-3
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What two forms of ID must be presented to open a PO Box?
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Photo id and id with customer's address. Valid id's include drivers license, state-issued id cards, military id, passport, alien registration card, certificate of naturalization, university ids and established corporation ids. 25-5
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If further verification must be conducted when opening a Post Office box, what is the time limit allowed for the verification process?
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3 work days. 25-5
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When does a box-rent service period begin?
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The first day of the month. 25-8
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If a box is rented February 27 for 6 months, when is the due date?
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August 31. 25-8
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If a box is rented Dec 9 for 12 months, when is the due date?
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November 30. 25-8
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What day of the month are fee notices placed in customer PO Boxes?
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1st. 25-9
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When is a reminder for fee letter placed in customer PO Boxes?
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20th. 25-9
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What is the grace period before a payment late fee is imposed on PO Boxes?
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10 days. 25-9
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What is the form used to request a refund for the unused portion of your PO Box rental?
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PS Form 3533. 25-9
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How are PO Boxes refunded?
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In 3 month blocks. 25-9
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What is a Firm Holdout?
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Allows for customer to obtain street-address mail from the Post Office when the customer normally receives 50 letters or more. No fee for the service. May pick up one time per delivery day at time and place specified by postmaster. Can be cancelled by postmaster if mail volume falls below 50 piece requirement on each delivery day for a 30-day period or mail is not picked up for 10 consecutive days. 25-10
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What is a Caller Service?
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Premium Service for people and companies that need more pickup times than Firm Holdout and/or have more mail then the largest box in your office. The fees are based upon a minimum of 6 months and the facility free group. 25-10
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What is General Delivery? Who uses it? Where is it available?
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Available at designated post offices only. Used for transients and people waiting to get PO Boxes. Held for 30 days. 25-11
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What is Package Intercept?
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Service that allows customers to request to have an item they have sent through the Postal Service intercepted prior to delivery. 26-3
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Are there restrictions for Package Intercept service?
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Yes. It is not available for International packages, for APO/FPO/ DPO destinations or for items that require a customs form. 26-3
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Does the Postal Service guarantee the interception of a mailpiece?
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No. 26-3
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What are some services that the Post Office offers in joint with other agencies?
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Passport applications, migratory bird hunting and conservation stamps, selective service. 26-6 & 26-7
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Where are Passport Applications accepted?
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Designated offices only. 26-6
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How long may mail be temporarily forwarded?
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Up to 6 months. Can be renewed for another 6 months for a total of 1 year. 26-8
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What is Premium Forwarding? How long does it last?
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Gives customers an option to have all mail reshipped to a temporary address by means of a weekly Priority Mail shipment for a fee. Not less than 2 weeks, not more than 1 year. 26-9
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What is Authorization to Hold Mail? What is the length of time restraints?
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Vacation hold. Minimum of 3 days, maximum of 30 days. 26-9
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What package classes include tracking? What package classes allow you to purchase tracking?
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Automatically included for Priority Mail Express, Priority Mail and Standard Mail. Can be purchased for First-Class mail, Library mail and Media Mail. 27-3
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What items cannot be insured?
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First-class mail - consisting of handwritten personal correspondence such as bills and statements of account, postcards, and Business Reply Mail. These items must be mailed at package rate, Priority Mail or Priority Mail Express to be insured. 27-5
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What is the customer experience essentials?
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Telephone courtesy, it begins with a smile, delivery done right, we value your business. 28-3
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What is our retail motto for providing the ideal customer experience?
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Clean, stocked and friendly - every day. 28-4
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What is the essence of our brand?
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Relentless, Simple, Secure and Personal. 28
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What are the image factors that influence customer perception?
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Personal (appearance and demeanor), professional (your post office) and postal (products and services). 28-7
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What is the hazmat question?
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Does this package contain anything liquid, fragile, perishable or potentially hazardous? 29-4
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What is the primary purpose of asking the HAZMAT question?
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To promote the safety of the Postal Service employees, the general public and the Postal Service transportation network. 29-7
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What is RCE?
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Retail Customer Experience. Formerly Mystery Shopper. The program's purpose and intent is to be a diagnostic tool used to correct conditions that are detrimental to customer satisfaction and may inhibit revenue growth. 29-6
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What is the four-step process for dealing with customer complaints and difficult customers?
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Remain calm, show respect, show empathy, listen between the lines. 30-3 & 30-4
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What are trigger words? Examples?
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Words that generate negative feelings and are usually less effective in a conversation. Ex: It's not our policy, Calm down, Sorry I can't help you, I don't know, You should have, I don't care. 30-5
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What are calming words? Examples?
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Words that make us feel relaxed and composed and are usually more effective in an interaction with another person. Ex: Here's what I can do, Thank you, I am sorry that happened to you, I understand, I will find out. 30-5
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What is the Postal Bulletin?
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Publication that provides updates to policies, procedures, forms and operational information about the Postal Service. 31-3
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What is Retail Digest?
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Bi-weekly publication designed to streamline communications originating from HQ USPS retail. 31-3
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What are some examples of Expanded Access Channels to postal products?
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Self-service kiosk, approved shippers, automated teller machines, stamps by mail, stamps to go, stamps by phone, contract postal units, mobile retail units, village post offices, usps.com 31-5, 31-6, 31-7, 31-8
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What is the purpose of the Self-service kiosk?
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To move simple transactions away from the retail operation. 31-5
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What are some benefits of Retail Equipment?
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Perform multiple customer transactions and keep a running total of the amount due; automatically calculate the amount of change due the customer; perform standardized transactions; reduce mathematical errors; record the complete day's business; produce a system generated PS Form 1412; customer can see the transactions on customer monitor; customer receives automated receipts. 32-3
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What are some safety precautions?
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Do not operate unsafe or defective equipment; avoid unsafe acts and conditions; practice good housekeeping; keep mentally and physically alert; no horseplay; turn off power when replacing components; no foods or liquids around components; do not operate retail equipment without properly installed covers. 32-4
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What are the two types of unit accountabilities?
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Individual (Manual office) and segment (POS office). 33-3 & 33-4
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What are the two types of stamp stock credits?
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Stamp stock (manual office) or cash (POS office). 34-3
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What are the accountable paper items in a stamp stock credit?
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Postage stamps, migratory bird stamps, semi-postal stamps, philatelic products, money orders. 34-5
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What is an IRC?
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International Reply Coupon. A coupon from another country that is exchanged for the stamp equivalent of current rate per coupon regardless of the country where purchased. 34-5
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What is a semi-postal stamp?
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Sold above market cost with the profits going to a particular charity. Ex: breast cancer. 34-5
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What are the three types of Money Orders?
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Domestic, International, Bait. 34-5
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How often must a count be performed in an Individual Accountability office?
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At least once every 4 months. 34-6
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How often must counts be performed in a Segmented Accountability office?
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At least once every Postal quarter (every 3 months). 34-11
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What is the cash count tolerance for a SSA in a segmented office?
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$10.00. 34-11
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If you are not available for your count, who must be available to do your count?
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A witness of your choice. 34-13
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What is the priority of protection?
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Postal funds; postage stamps, IRCs, migratory bird stamps, money orders; stamped envelopes, non-saleable stamp stock, non-postal items. 34-14
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The form that provides a running record of receipt controls, stamp accountability, and cash retained is _______. How often is this form completed?
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PS Form 1412. Every day. 35-3
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What is an AIC?
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Account Identifier Code. 35-3
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What are the 5 sections of the PS Form 1412?
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Stamp accountability, receipts, disbursements, unit ID section, initial section. 35-3
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What can NOT be paid for with a credit card?
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Trust fund deposits, pre-cancelled stamps, money orders, COD's, employee debts, passport fees remitted to Department of State, EDDM. 36-3
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What is the only thing that cannot be paid by debit card?
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Passport fees remitted to the Department of State. 36-4
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What must an SSA do if the signature line of the back of a credit card is not signed?
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Do not accept the card. 36-3
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How much cash back is available with a debit card purchase? What is the minimum purchase amount? What is the maximum debit transactions with cash back a customer can have per day?
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Up to $50 cash back per transaction in $10 increments. No minimum purchase amount, no limit to the number of times a customer can request cash back in any 24-hour period. 36-4
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When paying by Travelers Check, how much of the face value must be used for purchases?
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50%. 36-4
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How can a money order be purchased?
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Cash, debit card, traveler's check. 38-3
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What is the expiration date for money orders?
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They never expire. 38-3
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What are the two types of money orders?
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Domestic (US) and Direct Service (International). 38-3
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What is the maximum amount for a single money order?
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$1000 domestic, $700 direct service. 38-3
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If a customer has a lost money order or needs proof that a money order was cashed, what should they do?
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Fill out PS Form 6401, Money Order Inquiry. 38-4
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Where should Bait money order be stored?
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Under the largest currency denomination compartment in your till drawer. 38-4
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What is BSA?
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Bank Secrecy Act. 38-5
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What are the two activities we must report through the Bank Secrecy Act?
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Purchases of postal financial instruments totaling $3,000 or more per day or the cashing of money orders or Treasury Checks for more than $10,000 and the reporting of suspicious transactions. 38-6
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What is the Federal Agency that oversees our BSA compliance?
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FinCEN - Financial Crime Enforcement Network. 38-6
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What is PS Form 8105A?
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Funds Transaction Report. Used for transactions of $3,000 or more. 38-8
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What is PS Form 8105B?
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Suspicious Transaction Report. Used to report any activity involving money that seems suspicious. 38-10
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What is Sure Money ?
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Money-by-wire transfer service. Dinero Seguro. Moves money from the US to other select countries. More safe than other means and done in a matter of minutes. $2000 daily remittance maximum. 38-11
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The Postal Service must preserve and protect the security and sanctity of the mail in its custody from _______________.
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Unauthorized opening, inspection, reading of contents or covers, tampering, delay or other unauthorized acts. 39-3
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What is the purpose of the US Postal Inspection Service?
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To investigate postal offenses and postal-related civil matters. 39-6
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What is CBPMAN? Why is it important?
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Customs Border Protection Manifest. It electronically captures and saves the Customs Declaration information required for all Mailpieces with a destination address outside the US. 39-6
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What is the ELM?
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Employee and Labor Relations Manual. Sets forth the personnel policies and regulations governing employment within the Postal Service. 40-9
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What are the 2 types of HAZMAT? What are the differences?
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Declared and undeclared. Declared hazmat is properly packaged, marked and declared by the mailer. Undeclared is any parcel suspected of containing prohibited materials not properly packaged, labeled or identified. The package may also have stains, leaks or odors, improper markings, or liquid sounds. 40-11
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What is the PACT act?
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Prevent All Cigarette Trafficking. Classifies cigarettes and smokeless tobacco as non-mailable matter UNLESS: 1) shipped entirely within Alaska/Hawaii, 2) business/regulatory purposes, 3) certain individuals, 4) consumer testing/public health. 40-12
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What is the "certain individuals" exclusion under the PACT act?
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Shipment must be infrequent (no more than 10 shipments in any 30-day period), and weigh 10 ounces or less. Shipper must furnish proof of age at time of mailing and must orally confirm that addressee is of age of purchase tobacco at place of destination. 40-14
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Are cigars included in the PACT act?
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No. 40-14
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What is anonymous mail?
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Any mailpiece that bears only stamps as postage, weighs more than 13 ounces and was not accepted by an employee at a retail service counter. It is considered anonymous because it cannot be traced back to the sender. 40-15
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How can anonymous mail be reclassified as identifiable mail?
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The customer must deliver it in person to a retail window. 40-17
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How do customers file a Domestic Claim for packages that are lost, damaged or missing contents?
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Online at usps.com, by mail or at a retail unit. 40-18
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How do customers file an International claim?
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By calling the Postal Service International Inquiry Center at 800-222-1811. 40-20
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How long do customers have to appeal a claim decision?
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60 days from the date of the original decision. 40-21
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Who conducts the drawer counts?
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Both the employee and the supervisor. 41-3
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If you are out of tolerance in a count, what should be done?
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Do not sign the count sheet. Request a re-count of your stock. 41-3
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Who can request a re-count of stock?
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Only the employee. 41-3
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What is Handbook F-101?
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Field Accounting Procedures. The source of information on retail counter procedures. 41-7
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What are the two leading causes of clerk shortages?
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Selling of money orders and the failure to properly count money during a window transaction. 41-9
