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To serve the American people and, through the universal service obligation, bind our nation together by maintaining and operating our unique, vital and resilient infrastructure.
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Part of your job is to support the U. S. Postal Inspection Service's mission to maintain America's confidence in the mail by protecting the Postal Service, securing the nation's mail system, and ensuring public trust in the mail.
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USPS Clerk Window
SSA AcademY USPS guide March 2022 (Feel free to revise and update. Good luck!)
| Question | Answer |
|---|---|
| To serve the American people and, through the universal service obligation, bind our nation together by maintaining and operating our unique, vital and resilient infrastructure. | USPS Mission Statement 1 |
| Part of your job is to support the U. S. Postal Inspection Service's mission to maintain America's confidence in the mail by protecting the Postal Service, securing the nation's mail system, and ensuring public trust in the mail. | Public Trust |
| The Postal Service must preserve and protect the security and sanctity of the mail in its custody from unauthorized opening, inspection, reading of contents or covers, tampering, delay or another unauthorized act. | Ensure Security and Sanctity of the Mail |
| Performs many of the same duties of an SSA; however, they also support back-office distribution functions. | Sales, Service and Distribution Associate (SSDA) |
| Helps customers with package pick-ups, identifies mailing needs, ensures customers complete required forms before they reach the window, assists customers with lobby technology, and answer customer questions. | Loby Assistant |
| Maintains knowledge of regulations ruling policy and procedures of retail services. Provides guidance to retail employees assigned to the unit, informing them of changes or clarifications in policies, procedures, operations, or regulations. | Lead Sales & Services Associate (LSSA) |
| Manage post office daily operations and serve as business leaders and community anchors that make local contacts the Postal Service needs to increase its share of the shipping market. | Postmaster/Manager |
| Your teammates. You support each other by ensuring the correct processes are followed and customer needs are met, as well as educate customers on our products and services. | Other Sales and Service Associates (SSA) |
| Responsible for managing post office day-to-day operations and ensuring that employees are properly trained and well informed. | Supervisor |
| Postal Service employees operate under a mandate to protect and preserve the mail placed in its: | Custody |
| A violation of the security and sanctity of the mail is: | Failing to deliver the mail. |
| The first opportunity for a Sales and Service Associate (SSA) to start the customer experience on a positive note is to: | Deliver a first impression. |
| The type of communication that can enhance or contradict messages is: | Non-verbal communication. |
| The approach a Sales and Services Associate (SSA) can use to engage customers and ensure their need are met is: | A+G.I.S.T. |
| Why is maintaining the security and sanctity of the mail one of the core responsibilities of the Postal Service? | Instills customer confidence. |
| Successful sales transactions occur when the Sales and Services Associate (SSA): | 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? | Provide world-class customer service. |
| The U.S. Postal Service is the only delivery service that reaches: | Every address in the nation six days a week. |
| An organized workstation creates a more __________ workplace. | Efficient. |
| How a Sales and Service Associate (SSA) conducts themselves on the job effects the: | Postal brand. |
| An active listening technique used to create a successful transaction is called: | Clarifying. |
| One of the first things a customer notices about a Sales and Services Associate (SSA) is their: | Personal Appearance. |
| The primary law enforcement for the USPS is the: | Postal Inspection Service |
| You must have what ability to change when building customer relationships? | Adapt |
| What is the first step in the GIST sales process? | Greet/Acknowledge |
| What skills do you need to build a rapport with customers? | Communication |
| What is the second step in the GIST sales process? | Inquire |
| What is especially important in today's competitive market when dealing with a customer? | Perception |
| What locations do customers enter and recognize you as the Postal Service? | Retail |
| What is the third step in the GIST sales process? | Suggest |
| What do you provide customers with when you develop positive interactions with them? | Satisfaction |
| What is the fourth step in the GIST sales process? | Thank |
| What includes removing merchandise, money, or coupons from undeliverable bulk business mail? | Theft |
| Preferred services that usually offer the customer the best value is: | Priority Mail Express (PME) and Priority Mail (PM). |
| A customer wants to mail fewer than 5,000 flat-sized mailpieces to everyone in a specific area. The Sales and Services Associate (SSA) can offer the service: | Every Door Direct Mail (EDDM) |
| First-Class Mail consists of greeting cards, statements, bills and: | Business documents. |
| Any mailable item weighing _____ or less can be sent First-Class Mail. | 13 oz. |
| A Priority Mail Express customer is entitled to a refund if the item was: | Delivered to the recipient late. |
| Regardless of weight up to 70 lbs, the price that applies to USPS Retail Ground parcels measuring over 108 inches but no more than 130 inches in combined length and girth is: | Oversized pricing. |
| The maximum length and girth for Priority Mail is: | 108 inches. |
| Which type of mail consists of items sent within the US? | Domestic |
| What pricing may be charged for PM items measuring over one cubic foot destination to Zone 6? | Dimensional |
| What can you offer customer for their mailing and shipping needs? | Solutions |
| Which category of products do premier products belong? | Shipping (packages) |
| Which category of products does First-Class Mail belong? | Mailing (letters/flats) |
| What type of product provides the fastest delivery service? | Express |
| What must customers provide for every item mailed? | Address |
| Which USPS service is automatically included for PME, PM, FCM Package Service- Retail, USPS Retail Ground, Library Mail parcels, and Media Mail parcels? | Tracking |
| Which charts are used to calculate PME, PM, and USPS Retail Ground prices? | Zone |
| What service does USPS Tracking provide? | Date, zip code, and the time the article was delivered. |
| What is the maximum amount of insurance that may be purchased? | $5,000 |
| When is a recipient's signature required on insured items? | After $500 |
| What service does Certified Mail provide? | Proof of mailing and the date and time the item was delivered or delivery was attempted. |
| When would you recommend Certified Mail over USPS Tracking? | When sender wants to receive the signature of the person receiving the item. |
| What service does a Return Receipt provide? | Evidence of delivery: date and recipient's actual delivery address. |
| How can the customer obtain the date and time of delivery and an image of the recipient's signature electronically? | By completing PS Form 3811-A, Request for Delivery Information/Return Receipt within 90 days. |
| What service does Signature Confirmation provide? | Added level of security by requiring a signature from the person who accepts the package. |
| When would you recommend Signature Confirmation over Certified Mail? | For Retail-Ground because it cannot be certified. Or when customer wants tracking with signature for lesser price. |
| What service does Certificate of Mailing provide? | Evidence of the date when article was mailed. |
| Under what circumstances would you recommend Certificate of Mailing? | If customer needs proof of mailing. |
| What service does Special Handling provide? | Preferential handling, but not preferential delivery, to the extent practicable in dispatch and transportation. |
| Does Special Handling insure the article against loss or damage? | No. |
| List the security features found on a domestic Money Order. | 1. Benjamin F. watermark. 2. Security thread with word "USPS" repeated. 3. No discoloration around dollar amounts. |
| Where should you look for a list of lost or stolen Money Orders? | Postal Bulletin. |
| What is the maximum amount you can sell on a Money Order. | $1,000 domestically and $700 internationally. |
| How many bait Money Orders should you be issued? | Three. |
| What types of ID are required when cashing a domestic Money Order? | Current government or state picture ID. |
| What are the steps you should take when cashing a Money Order? | 1. Check RSS for sufficient cash for transaction. 2. Look for Security features. 3. Denominations for domestic $1,000 & international $700. 4. Check Postal Bulletin for missing, lost, or stolen MO. 5. Check picture ID. 6. Ensure MO is properly endorsed. |
| How much can a customer send using Sure money in one day? | Up to $1,500 a day. |
| Is Sure Money service available in manual offices? | No. |
| What types of photo ID are acceptable when using Sure Money? | 1. Federal, state, or local gov. IDs. 2. Mexican Matricula Consular cards. 3. Visa Border Crossing IDs. |
| Do gift cards expire? | No. |
| What payment methods can a customer use to purchase gift cards? | Cash or debit. |
| Why should you keep displays of greeting cards and ReadyPost items neat, clean, and stocked? | Creates customer centric environment by providing convenience and displays items to generate sales. |
| What services in cooperation with other government agencies does the Postal Service offer? | Passport Application, Migratory Bird Hunting and Conservation Stamps, Selective Service, Burial flags. |
| Can duck stamps be returned for a refund after purchase? | No. |
| How often are duck stamps issued? | Once per year. |
| How does Postal Service help with Selective Service? | By providing forms. |
| How many burial flags are provided per veteran? | One. |
| What methods can customers use to submit a Change-of-Address order? | 1. Online at www. usps.com. 2. Print from online and mail. 3. Visiting local post office. |
| How long may a customer receive Temporary Forwarding? | Six months. |
| How does a residential customer who has purchased Premium Forwarding Service receive their mail? | Priority Mail Express or Priority Mail. |
| What is the minimum amount of time that a customer may request a hold on their mail? | Three days. |
| What must be presented before a customer can pick up their mail at the post office? | Valid Photo ID. |
| What is the minimum mail volume that a customer must receive regularly in order to be eligible for a Firm Holdout? | Fifty pieces. |
| If a customer does not pick up their mail for 10 consecutive days and has not arranged to hold their mail, what happens? | Post master can cancel service. |
| Customers that need more pickup times than a firm holdout and/or have more mail each day than the largest box in your office holds can request and pay for what service? | Caller Service. |
| Transients and individuals waiting to get PO Boxes can request what free service? | General Delivery. |
| What optional and free service does Informed Delivery provide? | Preview mailpieces digitally & manage package arrival. |
| in order to use package Intercept Service, what must be on the package? | Tracking number & barcode. |
| A change of address is valid for? | 18 months. |
| When a customer requests Premium Forwarding Service Residential (PFSR), the mailpieces are mailed to the customer using Priority Mail service: | Weekly. |
| First-Class Mail can be ______ for free up to 12 months. | Forwarded. |
| Migratory Bird Stamps are essential for: | Hunting. |
| Designated Post Offices have a service called _____ available for transients. | General Delivery. |
| Which premium service for individual or companies offer more pickup times? | Caller Service. |
| What premium service is used for individual or companies that have more mail each day than the largest box holds? | Caller service. |
| An optional, free daily preview of mailpieces to be delivered is called: | Informed Delivery. |
| What form would a customer fill out to have their mail permanently forwarded to a new address? | Change of Address Form |
| Premium Forwarding Service (PFS) offers residential customers the option of having their mail reshipped to them temporarily for: | 12 months. |
| The lost or stolen money order list is found in the: | Postal Bulletin. |
| Registered mail can be insured up to: | $50,000.00 (fifty thousands) |
| What service allows customers to request their package returned before delivery? | Intercept. |
| What conservation stamp is a non-postal item that cannot be used for postage? | Bird or duck stamp. |
| What is the service do we offer for men ages 18-25 to register? | Selective. |
| What free holdout service allows customers to obtain their mail at the post office? | Firm. |
| What service allows transients and individuals waiting to get PO Boxes to receive mail? | General Delivery |
| What free service allows customers to keep mail at the post office while on vacation? | Hold. |
| What order is used to alter a person's current address when they move? | Change of Address |
| What allows US citizens proof of citizenship when traveling abroad? | Passport. |
| What service allows customers to have their mail reshipped to a temporary address? | Forwarding. |
| What service allows customers to see images of their mail before it is delivered? | Informed Delivery. |
| What are the five categories of International Mail? | Global Express Guaranteed (GXG), Priority Mail Express International (PMEI), Priority Mail International (PMI), First-Class Package International Service (FCPIS), First Class Mail International Service (FCMI) |
| How must addresses be printed on First-Class Mail International and First-Class Package International Service items? | ink. No pencil |
| The minimum length of a letter is how many inches long? | 5 inches |
| The maximum size for a FLAT-sized mailpiece is: | 12 inches x 15 inches |
| A machinable parcel cannot weight more than: | 25 pounds |
| A parcel that weighs more than 70 pounds is: | Nonmailable |
| Nonmachinable surcharges are applied to First-Class letters when the item is: | Is polybagged or polywrapped |
| The minimum size of a postcard is the same size as a: | Letter |
| In order for a postcard to be mailed, it must be: | Rectangular |
| The maximum size of a FLAT is 15 inches long, _____ inches high, and 0.75 inches thick. | 12 |
| Proper design and construction of a mailpiece which conforms to minimum and maximum mailing standards ensures: | Mailability |
| Correctly identifying non machinable characteristics of First-Class Mail letters and applying correct pricing helps protect: | Revenue generation |
| A letter that is square instead of rectangular is considered: | Nonmachinable |
| Nonmachinable letters are processed: | Manually |
| What document is used to show contents for international mailings? | Customs |
| Which item is rectangular and cannot exceed 3/4 inch thick, 12 inches by 15 inches? | Flat |
| What must a flat be in addition to meeting rectangular and size requirements? | Flexible |
| Mail type of mail provides date certain delivery to about 180 countries? | GXG |
| What type of parcels does not meet minimum dimensions of a machinable parcel? | Irregular |
| What type of mail is rectangular, 5 inches long, 3 1/2 inches high, and 0.007 inch thick? | Letter |
| What type of parcel must weigh at least 6 oz, but not more than 25 pounds? | Machinable |
| What term is used to determine if an item can be admitted into the mailstream? | Mailability |
| What type of mail includes insurance for document reconstruction (up to $100)? | PMEI |
| What type of mail is send outside the United States, its territories, and possessions? | International |
| Firearms, intoxicating liquors, and cigarettes are categorized as: | Restricted Matter |
| Failure to comply with the Bank Secrecy Act (BSA) could result in significant fines of more than ______________ per day per incident. | $50,000 (fifty thousands) |
| What postal products and services CANNOT be purchased by credit card or check? | Money orders & gift cards. |
| The best time to complete PS Form 8105-B, Suspicious Transaction Report, is: | After the customer leaves the window |
| Customer must complete PS Form 8105-A, Funds Transaction Report, when the customer purchases money orders equaling more than: | $3,000 in one day |
| A customer purchased, $1,000 worth of money orders every day for the week | File PS Form 8105-B, Suspicious Transaction Report. |
| Money orders CANNOT be paid for with a check or: | Credit card |
| A single Postal Service International money order can NEVER exceed: | $700 |
| Process in which monetary forms are allowed to be received. | Acceptance |
| What is the form of currency that involves coins and bills? | Cash |
| What form of payment must include a signature, name and address printed on the back, a telephone number, and should be payable to the Postmaster or US Postal Service? | Check |
| What type of currency do you use a detector pen to determine its legitimacy? | Counterfeit |
| What form of payment uses a card that includes the Japan Credit Bureau and China Union Pay? | Credit |
| How are funds transferred to a bank? | Deposit |
| What form of payment uses a card with a chip? | EMV |
| These items that once purchased and activated cannot be returned. | Gift cards |
| The customer must submit this to complete transaction. | Payment |
| The Bank ____ Act (BCA) is a federal regulation designed to prevent financial crimes. | Secrecy |
| Temporary forwarding; Premium Forwarding Service (PFS); Change of Address; | Temporary forwarding 6 moths; Premium Forwarding Service (PFS) 12 months; Change of Address 18 moths |
| To provide trusted, safe and secure communications and services between our Government and the American people, businesses and their customers, and the American people with each other. | USPS Mission Statement 2 |
| To serve all areas of our nation, making full use of evolving technologies. | USPS Mission Statement 3 |
| Security, sanctity, preserve, protect Instills customer confidence Projects positive public image maintains competitive advantage Protects privacy | Core Responsibility |
| Online resource to find handbooks , manuals , publications | PolicyNet |
| Policies, procedures , regulations- effects In 4 ways: productivity, revenue , legal liability , customer service | Directives |
| Acceptance of Anonymous Mail | All anonymous mail brought by carriers or found unattended must be forwarded as quickly as possible to Anonymous Mail Unit (AMU) |
| Policies ,procedures , and regulations for domestic mail. Information on extra services , postage prices, mail classes. | Domestic Mail Manual (DMM) |
| Mailing conditions for each country and list of countries | International Mail Manual (IMM) |
| Strengthening customer relationship | #1 businesses goal |
| How to build customer relationship? | Positive attitude, listening, communication, adapting to change, knowledge of products, soliciting customer feedback |
| What is parcel return service ? | Consumer returns merchandise for free |
| 1-3 days delivery, money-back guarantee to approximately 180 countries. Up to $100 insurance. Can purchase additional up to $2,499. Weight up to 70 lbs. 46”x35”x46”. Length & girth 108 | Global Express Guaranteed GXG |
| 1-3 days delivery. Includes tracking. Insurance up to $50. Flat rate. 70 lbs, 108”. Subject to demensional pricing zones 5-8. | Priority mail |
| 1-2 days. Money -back guarantee. 365 days / year. Includes signature upon request. Insurance up to $100. Sundays, holiday delivery for additional fee. Premier service . | Priority Mail Express |
| Periodicals | Newspapers , magazines , journals , newsletters |
| Printed matter: flyers, circulars, advertising, newsletters, bulletins, catalogs, small packages. | Standard |
| Bound printed matter | Permanently bound:catalogs, phone books |
| Click-N-Ship | Print labels with postage , pay postage by CC, calculate & compare rates, find zip codes, purchase insurance |
| Premium Forwading Service | Paid. 2 weeks to 12 months. Weekly delivery by PME or PM. |
| mPOS | Mobil Point of Sale device is handheld iPad with a credit card sled and portable label & receipt printer used by Lobby Assistants to speed up the service. |
| Stamps by mail | Mailed directly to the customer. Forms inside self-addressed, postage paid envelopes. Through letter carriers, PO lobbies, phone. 3-5 business days |
| Stamps by phone | service charge. delivered within 3-5 business days. |
| All mail over10 oz, bearing only stamps and not presented to the clerk window | Anonymous |
| Forever stamp | 1 oz FC stamp |
| Publication 52 | Hazardous ,restricted and perishable mail |
| Known as hazardous materials within US. When mailed internationally known as Dangerous goods. | HAZMAT |
| Strategic partners | FedEx, UPS, Amazon |
| Semi-Postal Stamps | Charity stamps. Additional amount is donated to charity |
| PACT | Prevent all cigarette trafficking |
| Inspect, ask questions ,if in doubt ask supervisor or postmaster. Do not accept if anything wrong. Notice 107- keep mail safe. | HAZMAT Procedure |
| Sufficient cushion, secure closures, adequate package reinforcement, to and from addresses , hazard marked on address. | HAZMAT Packing Requirements |
| Includes articles on which mailing restrictions have been imposed for reasons other than risk of harm to persons or property involved in moving the mail. Motor vehicle master keys, firearms, intoxicating liquors are some examples of these items. | Restricted matter |
| Mail that is properly packaged, marked, and declared by the mailer, and which is properly accepted by the PO in accordance with Pub. 52 and the DMM. | Declared HAZMAT |
| Must be separated from other mail & placed in mail transport equipment (MPE) approved for transporting HAZMAT, away from traffic flow. Do not place HAZMAT in a canvas hamper or in cardboard containers. | Handling Undeclared HAZMAT |
| is to prevent anonymous mail form entering the mailstream, to promote everyone's safety. 1/2 inch thick, more than 10 oz, was not accepted by usps employee is considered anonymous because cannot be traced to the sender. | The mission of the anonymous mail program |
| Shape- lopsided, rigid, bulky. Look- oder, oily stains, crystals. Address- no return, misspelled words. Packaging- excessive tape, excessive postage. | Suspicious Mail |
| Other Regulated Materials Domestic (ORM-D) packages can be shipped by | USPS Retail Ground |
| Advance deposit must be remitted before | Excessive cash builds up in the SSAs till |
| When filling out a PS Form 8105-B, Suspicious transaction Report, the Sales and Services Associate should | Collect info from a safe distance inside the building |
| What is the maximum weight for First-Class Package International? | 4 lbs |
| What items may be shipped as First-Class Mail International? | letters, post cards, printed matter and flats |
| What additional forms must be used with ALL Priority Mail International? | customs and 2976-R |
| What is the maximum weight for a Priority Mail Express International? | 70 lbs unless specified different by the country it goes to |
| What additional forms are completed/attached with GXG? | Airway bill invoice 6182, 2976 E |
| Get maximum security. Can be insured for up to $50,000. | Registered Mail |
| Prove you sent it. See when it was delivered or that a delivery attempt was made. | Certified Mail |
| Let your customers pay for merchandise and shipping when they receive the package,due to knot having access to a credit card | Collect on Delivery (COD) |
| item is delivered only after the addressee or their authorized agent verifies their identity, proves that they’re 21 years of age or older, and signs for it. | Adult Signature Restricted Delivery |
| This service requires the signature of an adult age 21 or over at the recipient’s address. | Adult Signature Required |
| Specify person who can sign for and receive your item. Must be purchased in combination with another extra service as follows: Certified Mail, Collect on Delivery (COD), Insured Mail (over $500), Registered Mail, or Signature Confirmation. | Restricted Delivery |
| Info about the date and time an item was delivered or when was attempted. USPS keeps a delivery record, which you may request via email, fax, or mail. | Signature Confirmation |
| Show that you sent the item when you say you did. | Certificate of Mailing |
| Get an electronic or hardcopy delivery record showing the recipient’s signature. | Return Receipt |
| Difference between oversized and demensional | Oversized price: between 108” and 130”. Dimensional weight: Applies to all parcels larger than 1 cubic foot. |
| Retail performance is measured by two programs | The Retail customer Experience (RCE): mystery shopper. And Point of Sale (POS) Survey. |
| 1. SSA appearance & demeanor represent USPS brand. 2. Using A+GIST 3. HAZMAT question 4. WTIL- wait time in line 5. POS Survey 6. Exterior Appearance 7. Interior Appearance 8. Additional Shipping Products (Ready Post). | Guidelines for grading Retail customer Experience (RCE) by mystery shopper |
| is to gather feedback on their overall satisfaction with their visit, clerk's knowledge, courtesy, attitude, WTIL and then use info to improve customer service and provide a world-class customer experience. | POS Surgery goal |
| Handles many non-cash transactions. Open 24/7. | Self-Service Kiosk (SSK) |
| Supports automated recovery of postage discrepancies in a way that protects the customer relationship. | Automated Package Verification (APV) |
| automatically weighs & rates a package & compares it to the amount of postage paid. And invoice is sent to the customer who have short-paid postage via PC provider. | Mail Processing Equipment (MPE) |
| Privet retailers with a packaging and shipping orientation-they may provide a variety of shipping services including postal services and competitor services. Example: UPS & FedEx | Approved Shippers |
| Automated Teller Machine (ATM) | sells stamps |
| USPS distributes postage stamps to retailers for resale to general public. Cannot sell above the face value, but can below. To provide convenience. | Stamps to Go |
| Are supplier- owned or leased operated under contract to USPS to provide services to the public at USPS prices where people live, work & shop. | Contract postal unit (CPU) |
| is a CPU that provides postal service in small communities. | Community PO (CPO) |
| For special evens, holidays or natural disasters provides service by taking PO to customers. | Mobile Retail Unites |
| are located within existing communities in businesses, town halls or gov. centers and are operated by those entities. | Village PO (VPOs) |
| What are the two types of financial reporting system technologies? | Retail System Software (RSS) and Electronic 1412 (e1412) |
| What is the purpose of the unit reserve? | to replenish inventory of stamps, stationery, and money orders within the unit. |
| What form used for refunds? | 3533 |
| How refunds are paid? | $35 or less in cash. Over $35 in a no-fee Money Order. |
| What form used for Daily Financial Report? | 1412 |
| Can you send a Nil-Bill to the Bank inside the blue plastic deposit bags? | No |
| Can you make bank deposit for less than $100? | No. Exception: Check items must be deposited within 5 business days- even if the total deposit is less than $100 |
| How cash retained credits should be counted? | At least once each postal quarter. |
| How much is the cash credit tolerance? | $10 |
| What form is used to establish a stamp credit? | 3369, Consigned Credit Report |
| What form is used to replenish stock for an SSA? | PS. Form 17, Step Requisition/stamp return. |
| How are stamp and cash credits protected? | Credit must be placed in a locked container & stored in a security container, safe or cult, following the end of your tour of duty. |
| How are transactions recorded in a manual office? | e1412 web based application that processes data & provides a running record or receipt controls of all retail & philatelic sales, money order transactions, stamp accountability & cash retained. |
| Account Identifier codes are 3-digit codes that assign financial transactions to the proper account on the generated ledger. | AIC |
| Two types of accountability in the Postal Service include: | Individual and segmented inventory. |
| A unit where each SSA is assigned stamp stock and is accountable for any losses is called: | Individual Accountability. |
| The three major sections on PS Form 1412, Daily Financial Report are: | Receipts, Stamp Accountability, and Disbursement. |
| The purpose of PS Form 1412, Daily Financial Report is, is to run: | Receipt controls |
| The value of the stamp stock credit and money orders consigned to the SSA is: | Stamp Credit |
| This device is available for customers, is located in PO lobbies, and is designed to process many transactions normally handled by SSAs? | Self-Service Kiosk (SSK) |
| helps customer with package pick ups, identifies mailing needs, ensure customers complete required forms before they reach the window, assists customers with lobby technology and answer question | Lobby Assistant |
| Except for the 5-day exception for checks, the unit's daily bank deposit CANNOT be less than: | $100 |
| Self-Service Kiosk (SSK) is available | 24/7 |
| Which retail channel allows USPS customer in city delivery areas to purchase Postal products by ordering them through the mail? | Stamps by mail |
| What is 3 digit identifier codes are assigned to financial transactions? | Account |
| What term is used when ensuring procedures are done correctly? | Accountability |
| The RSS has what two types of accountability? | Offices |
| This credit is established by completing PS Form 3369. | Stamps |
| This daily Report is associated with PS Form 1412. | Financial |
| PS Form 3533 is used for withdrawal of what accounts? | Customer |
| What is the term that represents money coming out of the till? | Disbursements |
| What meter sales must be reported using a PS Form 3602-PO? | Postage |
| How do we receive customer feedback on our service? | Survey |
| The POS survey provides feedback in _______ time. | Real |
| Postal policies & procedures are an essential part of every business process at they impact the bottom line of Postal Service in 4 ways: | Productivity, revenue, legal liability, customer service. |
| When you perform a task correctly, you prevent rework and save workhours. | Productivity |
| When you charge a customer the correct amount, you help the Postal Service meet or exceed its projected _________ goals. | Revenue |
| Complying with federal laws, state laws, and regulations, helps the postal Service avoid fines and penalties. | Legal Liability |
| Providing correct and consistent information is part of a world-class_______. | Customer Service |
| What provides access to the Domestic Mail Manual, the International Mail Manual, Publication 52, Hazardous, Restricted, and Perishable Mail & other references? | Postal Explorer |
| PolicyNet provides access to there important resources such as | Administrative Support Manual (ASM), Postal Operations Manual (POM), and Employee and Labor Relations Manual (ELM) |
| What is the a hub for all the Postal policies, procedures, handbooks, manuals and publications? | PolicyNet |
| What provide official Postal Service policies and procedures for all aspects of postal operations? | Manuals |
| What manual covers US & its territories, APO, FPO, DPO, The United Nations, NY? | Domestic Mail Manual (DMM) |
| Where you can find info governing international mail? | International Mail Manual (IMM) |
| Postal Explorer | is a virtual library available to customers that contains postal information & tools. |
| POM | Covers operational info such as retail, philatelic or mail processing. |
| Supports subjects that cannot be fully addressed in manuals or handbooks, but appear in a variety of formats, such as books or brochures. | Publications |
| Forms page | Contains electronic versions of postal forms. |
| Official source of updates to postal policies that is updated bi-weekly. | Postal Bulletein |
| Contains supplemental info within postal manuals and identified with letters and numbers. | Handbooks |
| What legal component deals with complying with regulations and federal and state laws? | Liability |
| What is called the you prevent rework and save work hours? | Productivity |
| What is called when you help the Postal Service meet projected monetary goals? | Revenue |
| What Postal link is the official source of updates to Postal policies and procedures? | Bulletin |
| What is specifically designed to assist SSA in performing their job? | directives |
| If a customers need more info on business mail, SSA should direct them to: | Postal Explorer |
| What form used for refunds? | PS Form 3533, Application for Refund of Fees, Products and Withdrawal Customer Accounts. |
| What form used to perform inquiry or replacement request for Domestic and International money orders? | PS Form 6401, Money Order Inquiry |
| What form is used to obtain a PO Box? | PS Form 1093, Application for Post Office Box Service |
| What form is used for to set up an automatic renewal payment for current PO Box customers? | 1093-A |
| PO Box payment process | 1st of the moth: Notice 32, Box Rent Service Fee Due. 20th of the month: reminder letter from Web Box Activity Tracking System (WebBATS). Last day of the month: the due date for payment. |
| If PO Box Dues not paid by the last day of the month | the next day the box must be plugged or combination changed. Do not deliver mail to the customer until rent is collected. |
| A WEEKLY publication designed to streamline communications between Headquarters and retail unit is the: | Retail Digest |
| The resource where mail processing categories can be found is the: | Domestic Mail Manual (DDM) |
| Retail Operations Handbook | PO- 209 |
| Field Accounting Procedures | F-101 |
| taking something that doesnt belong to you | theft |
| Deliberately damaging or losing of mail | Destruction or damage of mail |
| failing to deliver mail | delay of mail |
| But few exceptions no one, except those employed by the Postal Service for that purchase, may break or permit the breaking of seal of any class mail matters without a federal search warrant | opening |
| Every transaction should be performed with: | Sense of urgency, and in an efficient manner |
| organized workstation creates a more BLANK work place | efficient |
| what is the big part of customer experience | providing reciept correct change and thanking customers or to recieve it electronically |
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