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USPS Exam 421
Terms likely found on USPS Exam 421, which is taken after sales and services ass
| Term | Definition |
|---|---|
| Postmaster/Manager | Manage PO daily operations |
| SSDA (sales and services distribution associate) | Many of the same duties of an SSA |
| Lobby Assistant | Helps with package pick-ups |
| LSSA (Lead sales and services associate) | Maintains knowledge of regulations |
| SSA (sales and services associate) | Your teammates. Ensuring the correct processes are followed and customer needs are met. Educate customers on products and services. |
| Supervisor | Manage PO day-to-day operations. Ensure employees are properly trained and informed. |
| Four issues to watch for when ensuring the security & sanctity of the mail | 1. Theft. 2. Destruction or Damage. 3. Delay of Mail. 4. Opening |
| USPS Goals (3) | Deliver high quality services. Provide a world class customer experience. Ensure safe workplace and engaged workforce. |
| mPOS is an acronym for | mobile point of sale |
| SSK is an acronym for | self-service kiosk |
| PIV is an acronym for | personal identity verification |
| POS is an acronym for | point of sale (survey) |
| What are the Six Retail Moments that Matter? | 1. Deliver your first impression. 2. Act with courtesy & Urgency. 3. Keep it clean & Pristine. 4. Delivering the pride inside. 5. It's game time. (Adapt!) 6. Solutions are my specialty! |
| Postal Proud (#PostalProud) | Providing a world class customer experience. |
| An organized workstation creates a more ______________________ workplace. | Efficient. |
| Perception is.... | Reality |
| Clarifying is what type of listening? | Active |
| A+GIST is an acronym for... | Acknowledge - Greet - Inquire - Suggest - Thank |
| The HAZMAT question is an example of what part of A+GIST? | Inquire |
| Is the first opportunity to start a customer experience on a positive note: | Deliver a first impression |
| Mailability | Ability of an object to be mailed via USPS. |
| Non-Mailable | Prohibited from USPS mailstream. |
| What are the minimum and maximum thickness for a postcard? | 0.007 min 0.16 max (inches) |
| What are the three processing categories? | 1. First class letters. 2. First class flats. 3. Parcels. |
| What are the minimum and maximum measurements for a postcard? | 3 1/2 x 5 min 4 1/4 x 6 max (inches) |
| What thickness is required for a mailpiece to be considered a postcard? | Uniform thickness. |
| What are the minimum and maximum measurements for a letter? | 3 1/5 x 5 min 6 1/8 x 11 1/2 max (inches) |
| What are the minimum and maximum thickness for a letter? | 0.007 min 1/4 max (inches) |
| Non-machinable | A mailpiece that cannot be run through a sorting machine. |
| Name a few reasons a letter or flat may be considered non-machinable... | Exterior not paper. Clasps |
| A letter must be under _________ oz. If over | it would be considered a flat. |
| What are the minimum and maximum thickness of a flat? | 1/4 min 3/4 max (inches) |
| How much variance in thickness is allowed to be considered "uniform thickness"? | 1/4 inch variance |
| What is the minimum and maximum size of a flat? | 6 1/8 x 11 1/2 minimum 12 x 15 max (inches) |
| What shape must a mailpiece be to be considered a flat? | Rectangular |
| Maximum weight of a flat is ________ oz. Any heavier and it would be considered a parcel. | 13 oz. |
| What is the max length + girth for a ground package ? | 130 |
| Maximum length + girth of priority packages? | 108 |
| What are the three types of parcels? | Machinable. Nonmachinable. Irregular. |
| What is the minimum and maximum weight allowed for a machinable parcel? | 6 oz min. 25 lb max |
| What is the minimum and maximum size for a machinable parcel? | 3 x 6 min 17x27x17 max |
| Tubes | parcels longer than 26 inches |
| Nonmachinable parcels are over _________ inches in length: | 26 |
| Domestic | Items sent within the USA or its territories as well as APO |
| Priority Mail Express has a ___________ day guarantee (in most circumstances). | 1-2 day |
| The max weight of a PME parcel is: | 70 lbs |
| The max L+G of a PME parcel is: | 108 |
| What are the services that come standard with PME? | Guaranteed 1-2 day deliver 365 days a year. Free insurance up to $100. Free packaging available. Flat rate pricing available. No extra charge for Saturday delivery. Tracking. |
| Dimensional Weight pricing applies when: | Over 1 cubic foot or LxHxW more than 1729 |
| Nonstandard fees apply to parcels over ________ inches long | 22 |
| A signature is required if additional insurance is purchased for priority mail if it is over $_________. | $500 |
| Flat rate boxes and envelopes have __________ surcharges | unless packaged inappropriately. |
| Priority Mail offers expedited shipping in ____ - _____ days (dependent on destination). | 1-3 |
| What are the services that come standard with Priority Mail? | Free tracking. Free packaging available. Flat rate pricing available. Free insurance up to $100. No extra fees for Saturday delivery. |
| What is the max length + girth for Priority Mail? | 108 |
| What is the maximum weight for Priority Mail? | 70 pounds |
| Price is determined by what for PME and PM sent in poxes or envelopes that are not flat rate? | Weight |
| In what time frame will a First Class Package Service parcel be delivered? | No guaranteed timeframe |
| What is the maximum weight for a First-Class Package? | 13 oz |
| What is the maximum length for a First Class Package? | 108 |
| First-Class Package Service pricing is based on? | Weight and Zone. |
| USPS Ground max length + girth | 130 inches. |
| Ground parcels must have a _____________ | Return Address. |
| Max weight for USPS ground: | 70 lb. |
| Ground service parcels will arrive in ___________ days. | 2-5 (no guarnatee) |
| USPS Ground pricing is based on: | Weight |
| USPS Mailing Services Are: | First class. Periodicals. USPS Marketing Mail (EDDM) |
| Which mailing service is sealed against inspection giving sevurity to the sender and receiver? | First Class Mail. |
| First class mail must weigh less than _____________. | 13 oz. |
| First Class Mail expected delivery in ________________ business days: | 1-5 |
| First Class Mail provides free forwarding for ___________ months: | 12 |
| A magazine would be an example of what type of mail? | Periodical. |
| Marketing Mail requirements: | 200 pieces or 50 lb per mailing. Single piece less than 16 oz. Annual fee at each facility. Accepted at business mail entry units ONLY. |
| Every Door Direct Mail (EDDM) requirements/characteristics: | 5000 pieces or less per PO. Addressed to "Postal Customer". No permit required |
| Affordable and targeted advertising: | EDDM |
| Mail sent between museums | libraries |
| Max weight for Library Mail is: | 70 lb. |
| Max L+G for Library Mail is: | 108 |
| Media Mail is: | Books |
| Max Weight for Media Mail is: | 70 lb. |
| Max L+G for Media Mail is: | 108 |
| Media mail cannot contain: | Advertising. |
| Bound Printed Matter | Consists of advertisements |
| Free Matter for the Blind | in braille or 14 point text. Sound reproductions. Must be marked "Free Matter for Blind or Handicapped" in the upper right corner. |
| Max weight and L+G for Free Matter for the Blind? | 70 lb and 108 inches |
| The most secure way to send something is by: | Registered Mail. |
| Max dollar amount of insurance applied to Registered Mail (without a fee): | $50 |
| Max dollar amount of insurance applied to Registered Mail requiring a fee: | $15 |
| Registered Mail has handling fees for every _____________ over $50 | 000: |
| Restricted Delivery | Only person listed can sign for. Must see person's ID. |
| The max payout for Collect on Delivery is: | $1000 |
| Certificate of Mailing | Proof of mailing. |
| Collect on Delivery | Used for merchandise for which mailer has not been paid. |
| Signature Confirmation is added security for: | Packages. |
| Return Receipt | Option with certified to prove who signed for certified mailpiece. |
| Maximum dollar amount for physical merchandise insurance: | $5000 |
| A signature is required for _____________ letters. | Certified. |
| Insured mail Claims must be completed within ____________________. | 60 days of mailing. |
| What are the 3 types of postage ? | Stamps. Postage Meters. Permit Imprint. |
| Semipostal Stamps | Fundraising |
| Advantages of a PO Box: | Convenience |
| Box rent is due when? | First of the month. |
| Box Rent Reminder is issued on: | 20th of the month. |
| The box fee and late fee can be paid after the ______ day grace period. | 10 |
| What information is required from a customer to open a PO Box? | Photo ID. Proof of address. |
| This form is used for a USPS refund of any kind: | PS 3533 Application for Refund of Fees |
| How many keys are given per PO Box? | 2 |
| If a refund is less than $_________ can do cash back if available. | $25 |
| After activating a PO Box online | the customer must visit the PO to activate within _____________ days. |
| The maximum dollar amount on a single domestic money order is: | $1000 |
| The maximum dollar amount on any single international money order is: | $700 |
| Forms of payment accepted for Money Orders: | Cash |
| To cash a money order you must: | See customer ID. Write ID info on money order. Endorse like a check. |
| Unacceptable forms of payment for a money order: | Credit cards. Personal Checks. Business Checks. |
| A PO box can be paid for in what increments? | 3. 6 |
| Where to find a list of lost and/or stolen money orders: | Postal Bulletin |
| The acceptable forms of payment for gift cards are: | Debit card or Cash only. |
| Maximum dollar amount limit for purchasing gift cards daily: | $500 |
| Additional services USPS provides in addition to mailing/shipping: | Passports. Migratory Bird Hunting and Conservation Stamps. Selective Service. Burial Flags. |
| A change of adress is valid for: | 18 months. |
| Extended mail forwarding can be purchased for how long? | 6 |
| Max length of time for Temporary Forwarding? | 12 months (starts at 6 months with additional renewal up to 6 more months) |
| With premium forwarding service | customers mail is delivered via what service: |
| Premium forwarding service can be used for a minimum of _________________ and a maximum of _________________. | 2 weeks. 1 year. |
| Hold Mail can be held for a minimum of _______________ and a maximum of __________________. | 3 days. 30 days. |
| Firm Holdout | 50 letters or more. |
| Caller Service | Need more pickup times than firm holdout and/or more mail than fits in the largest box at PO. |
| General Delivery | For transients and people waiting for a PO Box. Must See ID. 30 days unless post master extends. |
| Informed Delivery | Digitally preview mailpieces and manage informed delivery. |
| Package Intercept Service | Redirection of any mailable domestic mailpiece with a tracking barcode prior to delivery. |
| Global Express Guaranteed has date certain delivery in _____ to ______ business days in about 190 countries. | 1-3 |
| The max value of GXG mail: | $2499 |
| The maximum weight and measurements for GXG: | L46 W35 H46 - L+G 108 - 70 pounds |
| Every international package requires what form? | Customs Form |
| Priority Mail Express International has an average delievery range of ______________ business days. | 3-6 |
| PMEI comes with insurance up to: | $100 documents - $200 merchandise |
| Maximum weight and measurements for PMEI: | 70 pounds - varies by country. |
| Priority Mail International expected delivery in ____________________ days. | 6-10 business days. |
| Max weight for PMI: | 4 lb flat rate envelopes and small boxes. 20 lb medium and large flat rate boxes. |
| Insurance Amount included with PMI: | $100 documents. $200 merchandise. |
| First Class Package International estimated delivery time: | Varies by country. |
| Maximum weight for First Class Package International Service: | 4 pounds. |
| Maximum value of packages sent first class package international: | $400 |
| Maximum length for FCPI packages: | 24 inches (or combined LWH of 26 inches) |
| Max length of FCPI rolls: | 36 inches |
| First Class Mail International Service is for mailing what? | Letters |
| What is the minimum and maximum sizes and thickness for FCMI Service? | 3 1/5 x 5 1/2 minimum 6 1/8 x 11 1/2 maximum .007 minimum 1/4 maximum (inches) |
| First Class Mail International Flats minimum and maximum sizes and thickness: | 6 1/8 x 11 1/2 min 12 x 15 max 1/4 in min 3/4 in max |
| What is the maximum weight for FCMI flats? | 15.994 oz |
| International Inquiries and Claims can be submitted where? | Online or by phone. |
| How will a customer be notified about an international inquiry or claim decision? | In writing by mail. |
| International Inquiries and Claims are submitted by... | Online or by phone |
| Who is responsible for the regulation of Hazmat via any mode of transportation? | DOT (Department of Transportation) |
| What publication informs how to send hazmat materials? | Publication 52 |
| PACT is an acronym for what act? | Prevent All Cigarette Trafficking |
| Firearms | Cigarettes |
| The PACT act does not apply to what tobacco items? | Cigars |
| Undeclared hazmat is: | Any mail piece suspected to have hazmat material inside and not labeled. |
| Declared Hazmat is: | Appropriately labeled packaging of hazmat materials and declared by the customer before shipping. |
| Type of mail bearing only stamps as postage: | Anonymous Mail |
| Anonymous Mail weighs more than: | 10 oz |
| Customers can use how many forms of payment per transaction? | Multiple. |
| Checks used to pay for services at the PO must be made payable to: | USPS or Postmaster |
| Three things to be completed when accepting a check: | See ID. Write ID # on check or circle if already there. Endorse the check. |
| Cash back is available to customers using a debit card only if: | The cash is available. |
| How much cash back can a customer receive per transaction? | $50 |
| An advanced deposit must be made when: | Excessive cash builds up in SSAs drawer. |
| Bank Secrecy Act | Federal regulation designed to prevent financial crimes |
| Failure to comply with the Bank Secrecy Act may result in $_____________ in fines per incident | per day. |
| PS Form 8105-A | Funds Transaction Report |
| PS Form 8105-B Suspicious Transactions Report | must be completed when: |
| When should you fill out the PS Form 8105-B? | After the customer leaves the window. The customer should be unaware you are completing the form. |
| Customer Centric Environment | People |
| Product fact sheets | Contain information on USPS products in different languages. |
| Contract Postal Unit | Operated under contract with Retail Partners to provide postal products at postal prices outside of our normal business hours where people live |
| Automated Postal Verification (APV) | Automated recovery of postage discrepancies in a way that protects the customer relationship. (Used for customers that have mismarked postage using online postage tools.) |
| Approved Shipper | Private retailer with a packing and shipping operation. They may provide a variety of shipping services including postal services and competitor services (i.e. FedEx or UPS) and profit through nonpostal surcharges. |
| Stamps by Mail | Customers in city delivery areas purchase postal products by ordering through self-addressed |
| Self Service Kiosk | Designed to process 80% of transaction types that come into retail. They handle non-cash transactions |
| Mobile Retail Unit | USPS service is provided for special events |
| USPS.com | Allows accesss to ckick-N-ship to print postage. Provides quick easy and convenient service using interactive pages. |
| mPOS | Although now obsolete |
| Village Post Office | Facilities located within existing communities in locations such as businesses |
| Stamps to Go | USPS distributes First-class Mail |
| USPS Mobile App | Mobile application for iPhone users that allows them to use the device's camera to scan barcodes or shipping labels for quick |
| The two types of accountability in RSS Offices | Full Window Service & Single Drawer Accountability |
| What are the two types of financial reporting technology systems? | Retail Systems Software (RSS) and Electronic 1412 (e1412) |
| This type of accountability supports 2 | 4 |
| This type of accountability has everyone in the unit work out of the same cash container | stock |
| This type of accountability must maintain a unit reserve stock and associates all worked from shared retail floor stock... | Full Window Service (FWS) |
| Stamp stock inventory assigned as individual accountability for which associates are directly accountable... | Individual Stock |
| Accountability comprised of stamp stock | money orders |
| A manual office would use what web-based reporting technology to process PS Form 1412? | e1412 |
| Stamp Stock credits consist of what 6 accountable paper items? | Postage stamps. Plain stamped envelopes and cards. Nonpostal stamps. Semipostal stamps. Philatelic product examples. Money orders. |
| SSAs that consigned a cash credit of: | $100 (up to $100.99) (RSS FWS Only) |
| Who may also be permitted to work out of your cash box? | No one. |
| What is an account identifier code? | three digit codes that assign financial transactions to the proper account on the general ledger. |
| PS Form 3533 Application for Refund of Fees Prices and Withdrawal of Customer Accounts is used to? | Document ALL refund activities. |
| A customer refund of less than $35 will be paid to the customer in what form? | Cash |
| A customer refund over $35 is issued in what form? | no-fee money order |
| the PS Form 1412 is... | Daily Financial Report |
| What are the 3 major sections listed on the PS Form 1412 Daily Financial Report? | Receipts - Disbursements - Stamp Accountability |
| What is a Disbursement? | Money dispersed from cash drawer. |
| Procedure performed by each SSA every day business is conducted in the unit. | Closeout |
| Closeout | Report of financial activity to Accounting Services filed electronically at the close of each business day. |
| If a deposit is not made (less than $100) for several days | how many days can checks be kept until a deposit must be made |
| What form is used to establish stamp credit? | PS Form 3369 |
| What form is used to replenish stock for an SSA? | PS Form 17 |
| Stamp Credit | The value of the stamp stock credit and money orders consigned to the SSA. |
| International Mail Manual (IMM) | Contains information governing international Mail. |
| Publications | Supports subjects that cannot be fully addressed in manuals or handbooks |
| Postal Operations Manual | Covers operational information such as retail |
| PolicyNet | Hub for all postal policies |
| Domestic Mail Manual | Contains information governing domestic Mail services.. |
| Postal Explorer | Virtual library available to customers that contains PE tools |
| Forms page | Contains electronic versions of postal forms. |
| Postal Bulletin | Official source of updates to postal policies that is updated bi-weekly. |
| Handbooks | Contains supplemental information within postal manuals. |
| Retail Digest | Weekly electronic publication designed to streamline communication between Headquarters and the retail unit. (for Employees) |
| The two leading causes of clerk cash drawer shortages are: | Selling money orders. Failure to properly count money during a window transaction. |
| In order to keep the mail safe and to determine the mail ability of certain items | a SSA would utilize: |
| The list of missing | stolen |
| If a customer needs more information on business mail | the SSA should direct them to: |
| What is it called when you help the postal service meet projected monetary goals? | Revenue. |
| The non machinable surcharge is charged to: | First Class Letters |
| How an SSA conducts themselves on the job effects the: | Postal Brand |
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