USPS Exam 421 SSA Academy
Domestic Mail Manual (DMM)
(ANS- Sets forth the policies and regulations governing domestic mail.
International Mail Manual (IMM)
(ANS- Sets forth the policies and regulations governing international mail
Domestic Mail
(ANS- Mail sent within the US, APO/FPO, the UN, and all US territories and
possesions.
Label 127
(ANS- Attached to all anonymous mail being returned to ensure surface transport
only.
PolicyNet
(ANS- Where all manuals and directives are found.
PS Form 17
(ANS- Stamp requisition/return
PS Form 2976
(ANS- Customs declaration for all international mail.
AVSEC
(ANS- Aviation Security
24 Hour Clock
(ANS- End to end process that ensures the mail is collected, distributed and
delivered on time.
Administrative Support Manual (ASM)
(ANS- Contains policies and procedures for administrative and support functions
within the postal service.
Express Mail Label 11-B
(ANS- Post office to addressee
Anonymous Mail
(ANS- Bears only stamps as postage, weighs more than 13 oz, and was not
accepted by a postal employee.
DDD1
(ANS- Decal attached to all mail receptacles explaining the 13oz rule to
customers.
Label 200
(ANS- Registered Mail barcode. To avoid confusion, Label 200 is the only
barcode to be placed on the registered mail piece.
PS Form 1000
(ANS- Domestic and International Claims
PS Form 3811-A
(ANS- Return receipt after mailing, and electronic return receipt
PS Form 3546
(ANS- Official change/correction to mail forward change of address order
Publication 75
(ANS- Mover’s Guide
PS Form 3811
(ANS- Domestic return receipt
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USPS 421 Exam 2019 SSA Academy
Postal Service employees operate under the mandate to protect and preserve the
mail placed in its:
(ANS- Custody
A violation of the security and sanctity of the mail is:
(ANS- Failing to deliver the mail
The first opportunity of a Sales and Services Associate (SSA) to start the customer
experience on a positive note is to:
(ANS- Deliver a first impression
The type of communication that can enhance or contradict messages is:
(ANS- Non-verbal communication
The approach a Sales and Services Associate (SSA) can use to engage our
customers and ensure their needs are met is:
(ANS- G.I.S.T.
For a mailpiece to be considered a flat-sized mailpiece it must pass the:
(ANS- Flexibility test
Why is maintaining the security and sanctity of the mail one of the core
responsibilities of the Postal Service?
(ANS- Instills customer confidence
Successful sales transactions occur when the Sales and Services Associate (SSA):
(ANS- Makes an informed mutual decision with the customer on products/services
What is the most positive way to impact customer perception of the Post Office?
(ANS- Provide excellent customer service
The US Postal Service is the only delivery service that reaches:
(ANS- Every address in the nation
An organized workstation creates a more _ workplace.
(ANS- Efficient
How a Sales and Services Associate (SSA) conducts themselves on the job effects
the:
(ANS- Postal brand
An active listening technique used to create a successful transaction is called:
(ANS- Clarifying
One of the first things a customer notices about the Sales and Services Associate
(SSA) is their:
(ANS- Personal appearance
The primary law enforcement for the USPS is the:
(ANS- Postal Inspection Service
The minimum length of a letter is how many inches long?
(ANS- 5 inches
The maximum size for a flat-sized mailpiece is:
(ANS- 12 x 15 inches
A machinable parcel cannot weigh more than:
(ANS- 25 pounds
A parcel that is more than 70 pounds is:
(ANS- Nonmailable
Nonmachinable surcharges will be applied to First Class letters when the item is:
(ANS- Is polybagged or polywrapped
The minimum size of a postcard is the same size as a:
(ANS- Letter
In order for a postcard to be mailed it must be:
(ANS- Rectangular
The maximum size of a flat is 15 inches long, __ inches high, and .75 inches thick.
(ANS- 12
Proper design and construction of a mailpiece which conforms to minimum and
maximum mailing standards ensures:
(ANS- Mailability
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USPS Exam 421 Window Clerk
End to end process to ensure mail is collected, distributed and delivered the type of
clock the usps runs on
(ANS- 24 hour clock
Items sent within the US APO, FPO, UN, and its territories and possessions.
(ANS- Domestic mail
sets forth the policies, regulations and procedures governing domestic mail
(ANS- DMM- Domestic Mail Manual
sets forth policies, regulations, and procedures governing international mail
(ANS- IMM- International Mail Manual
contains policies and procedures for administrative ad support functions within the
postal service
(ANS- ASM-Administrative and Support Manual
all manuals are found on line via?
(ANS- Policy Net
Guarantees overnight or next day delivery $100 insurance and free tracking
(ANS- Express Mail
Premier Shipping service of the USPS
(ANS- Express Mail
Fast and affordable max 70lbs $50 insurance another premier shipping service of
the USPS 2-3 DAYS delivery
(ANS- Priority Mail
Bulk mail usually handled at distribution centers
(ANS- Parcel Select
Merchant pays postal fee returning merchandise bulk parcel return product
(ANS- Parcel Return Services
First class mail, periodicals, standard mail, package services
(ANS- Mailing services
proof of mailing uses PS Form 3800
(ANS- Certified Mail
Provides up to $5000 in coverage extra service requires PS Form 3813 or 3813-p
(ANS- Insured Mail
Provides date and time of delivery, free when you purchase Priority mail now
called USPS Tracking
(ANS- Delivery Confirmation
POM
(ANS- Postal Operations Manual
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USPS 421 Postal Exam SSA ACADEMY
What is the IMM
(ANS- International Mail Manual
How often is the Postal bulletin printed
(ANS- Bi-weekly
What is undeclared HAZMAT
(ANS- potentially hazardous material that has NOT be deemed as such by the
customer.
Can an SSA assist in sealing a REGISTERED parcel?
(ANS- NO! An SSA can not assist with the sealing of ANY item or parcel.
What are the 5 sections of the 1412?
(ANSUnit info/name
Stamp accountability
Receipts
Disbursements
Sig block
What is declared HAZMAT?
(ANS- Hazardous materials that the customer has declared.
The DMM is used for regulations, info and SOP for what type of mail?
(ANS- Domestic
What does PACT stand for?
(ANS- Prevent All Cigarette Trafficking
Priority Mail includes what denomination of insurance?
(ANS- $50
What is the Maximum weight for LFRB internationally?
(ANS- 20 lbs
Whose face appears as the watermark on money orders?
(ANS- Benjamin Franklin
What is the minimum size for domestic 1st class letter?
(ANS- 5″ x 3.5″ x .007″
What is the maximum dutiable value for an item being shipped internationally with
1st class mail services?
(ANS- $400
Which form of identification is NOT accepted by USPS?
(ANS- Social security card
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USPS 421 Window Clerk Practice Exam
USPS Mission
(ANS- Provide, trusted, affordable, universal
24-Hour Clock
(ANS- Improve effectiveness through standardization & innovation. End-to-end
process to ensure mail is Collected, distributed, and delivered. USPS runs on this.
Delivery Methods
(ANS- Planes, trucks, cars, boats, bicycles, snow mobiles, mules.
APC
(ANS- Automated Postal Centers
Automated Postal Centers
(ANS- Self-serve kiosks, commercial retail outlets, banks, ATMs.
Mail Arrival Profile
(ANS- Determines operational startup & staffing.
CET
(ANS- Critical Entry Time
Clearance Time
(ANS- Mail is cleared for dispatch.
18:00
(ANS- Carriers in from street.
20:00
(ANS- 80% of collection mail should be cancelled at the P&DC.
23:00
(ANS- Out of primary processing.
24:00
(ANS- Secondary Operations Complete
04:00-09:00
(ANS- Distribute to DDC/DDU
07:00
(ANS- 100% of DPS 2nd pass complete.
Core Responsibility
(ANS- Security, Sanctity, Preserve, Protect – Instills customer confidence, projects
positive public image, maintains competitive advantage, protects privacy.
PolicyNet
(ANS- Online resource to find handbooks, manuals, publications.
Directives
(ANS- Policies, Procedures, Regulations – Effects in four ways: productivity,
revenue, legal liability, customer service.
DMM
(ANS- Domestic Mail Manual
Domestic Mail Manual
(ANS- DMM – Policies, procedures and regulatins for domestic mail. Information
on extra services, postage prices, mail classes.
IMM
(ANS- International Mail Manual
International Mail Manual
(ANS- IMM – Mailing conditions for each country, also includes a list of countries.
ASM
(ANS- Adminstrative Support Manual
Administrative Support Manual
(ANS- Policies, procedures for adminstrative and support functions. Information
covering audits, investigations, communication, facilities, equipment and privacy.
POM
(ANS- Postal Operations Manual
Postal Operations Manual
(ANS- Operations function of field organizations. Information regarding retail,
philatelic, collection, mail processing, transportation, delivery, vehical operation.
ELM
(ANS- Employee & Labor Relations Manual
Employee & Labor Relations Manual
(ANS- Personnel policies and regulations. Employee placement, pay, benefits,
training, health and environment, labor relations.
F101
(ANS- Field Accounting Procedures
AS or MS
(ANS- Handbook ID for Administrative Support Manual (ASM)
DM
(ANS- Handbook ID for Domestic Mail Manual (DMM)
EL or P
(ANS- Handbook ID for Employee & Labor Relations Manual (ELM)
M
(ANS- Handbook ID for Postal Operations Manual (POM) or Administrative
Support Manual (ASM)
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USPS 421 Postal Exam
USPS
(ANS- A business. One stop shopping for all delivery needs. Have the Monopoly
to deliver First Class Mail (FCM).
Perception
(ANS- is REALITY
Need
(ANS- A desire to improve or accomplish something.
HAZMAT
(ANS- Does this package contain anything liquid, fragile, perishable, potentially
hazardous, perfume and lithium battery?
G.I.S.T.
(ANS- Greet, Inquire, Suggest, Thank
Ready Post
(ANS- Supplies we sell at Post Office Lobby
Engaging Our Customer
(ANSGreet customer
Ask the HAZMAT
Offer Express Mail
Offer Insurance and Delivery Confirmation
Offer additional products to purchase
Provide receipt
Express Mail & Priority Mail
(ANS- Money making products and Premier Shipping
Express Mail
(ANS- 1-2 Days Guaranteed Delivery
$100 Insurance Coverage
If it fits it ships.
Priority Mail
(ANS- 2-3 Days Guaranteed Delivery
$50 Insurance Coverage
70 lbs. max and 108 inches max combined length and girth
Parcel Select
(ANS- 70 lbs. max and 130 inches max combined length and girth
Ground Delivery (Bulk)
Designed for Large and Medium Mailers
Processing Categories:
(ANSLetter
Flats
Machinable Parcel
Irregular Parcel
Outside Parcel
Letter Size
(ANS- Rectangular
3 1/2 inches in height
5 inches in length
.007 inches in thickness (cubic foot)
weigh 3 1/2 ounces
FLATS
(ANSF – Flexible
U – Uniformly Thick
R – Rectangular
Machinable Parcel
(ANS- Weigh minimum 6 ounces and 25 lbs. max
Irregular Parcel
(ANSWeigh less than 6 ounces
Rolls and tubes up to 26″
70 lbs. max
Outside Parcel
(ANS- weigh minimum 25 lbs and 70 lbs. max
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