What is our mission? – answerProvide trusted, affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? – answerForm 1000.
eLearning module 16
Perception is________ – answerReality.
17-3
What are our goals? – answerGrow revenue, increase market share and develop lifetime customers.
18-3
What are the two types of communication and give examples of each? – answerVerbal (spoken
words) and non-verbal (gestures, expressions, vocal variety).
19-5
What are some non-verbal cues? – answerBody movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal space.
19-6
Listeners receive the same _ all the time. – answerMessage. 19-7 What is S.O.L.E.R.? – answerActively attending by: Squarely facing the person, Open your posture, Lean towards the sender, Eye contact maintained, Relax while attending. 1 / 3 19-7 What is a successful sales transaction? – answerOne in which you and the customer make an informed, mutually beneficial decision. 20-3 When presenting the value of USPS products and services, you align that value with? – answerThe customer’s needs. 20-3 What should be the objective of every SSA? – answerSelling maximum value to customers by matching their needs. 20-4 What is the driving force behind a customer’s willingness to interact with you, learn about Postal products, and make a purchase commitment? – answerNeeds. 20-5 What is need satisfaction selling? – answerRecognition that customers buy products to satisfy their needs. 20-5 What is a need? – answerA desire to improve or accomplish something. 20-6 What is the language of needs and some examples? – answerWords 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 2 / 3 What is G.I.S.T.? – answerGreet, Inquire, Suggest and Thank. 20-8 What additional products can be suggested? – answerStamps, packaging/shipping (Ready Post) products, PO Box, passports, money orders. 20-10 Mailpieces not meeting minimum requirement criteria or exceeding certain maximums are____? – answerNon-mailable. There is no fee, surcharge or additional postage that can
make a non-mailable item mailable.
21-3
Non-mailable means that the piece, as designed, is _ from the mailstream. –
answerProhibited.
21-3
What are the minimum dimensions of a mail piece (letter)? – answer3 ½” in height, 5″ in length,
.007″ in thickness, rectangular in shape.
21-3
What is girth? – answerThe distance around the thickest part of a package.
21-4
What are maximum dimensions for a package? – answer70 pounds. 108″ length + girth. Up to 130″
length + girth for Standard.
21-4