Exam Questions Flashcards
How does the USPS operate?
As a business
What is the F1?
Financial Accounting and Reporting handbook
Where do you check for lost or stolen money orders?
Postal Bulletin
How often is the Postal Bulletin printed?
Bi Weekly
What are the two types of HazMat?
Declared & Undeclared
How do you handle declared HazMat?
In a separate metal container
What is Anonymous Mail?
Over 13 Oz, with postage stamps, not face to face
What is the most economical way to send books?
Media Mail
What is needed if FCMI contain merchandise?
PS 2976 Customs form R
What are features of GXG ( Global Express Guaranteed )?
Guaranteed delivery tracking and tracing first $100.00 insurance
What are the two types of insurance?
Without a signature (up to $500.00, with a signature ( over $500.00 up to $5000.00)
How is Certified mail dispatched?
In the regular mail
What service is not available with Certified mail?
Insurance
When can you use a Firm Book?
With 3 or more pieces of accountable mail at one time
What is our must secure service?
Registered Mail
What is the maximum amount of insurance on a registered piece of mail ?
50,000.00 can carry up to $15,000,000.00
What is printed in the security thread?
USPS
How can Money Orders be paid for?
Cash, Debit Card, Travelers Check
Who’s job is it to protect the mail and investigate fraud, waste and abuse?
The OIG
How long do you have to file an appeal of a denied claim?
60 days
What is the term for stamp collecting
Philately
What are IRC’s redeemable for?
1 oz. international postage
What are commemorative stamps?
The honor people, places and events and are printed for a certain amount of time
What level of security are given to Postal funds?
Level 1 the highest level
What does POS stand for?
Point of Service
What does PVI stand for?
Postage Validation Imprinter
What is the DMM?
Domestic Mail Manual
What is the IMM?
International Mail Manual
Where are drawer audits done?
In a quiet place away from the window
What is your job title?
SSA Sales of Services Associate
What AIC is cash retained is entered into?
AIC 753 Cash retained today
What do you do if a credit card is not signed?
Request another form of payment
What can not be purchased w/ credit card?
Employees shortage, money orders, precancelled stamps
What is the cash back option on Debit cards?
$50.00
What is an MP-1 and what color is it?
Direct service money order, Pink
What are the two types of Money Orders?
Domestic and Direct service
Where do you place bait Money Orders?
Under the highest bill in your drawer
What are Bait Money Orders used for
To aid Postal Inspector in Burglary and robbery investigations
What is the name of an 8105A
Funds Transaction Report
How often must you send in the 8105-A reports?
Daily, to the address shown on the form
What is money by wire transfer service?
Dinero Seguro
What is the maximum amount for a Domestic Money order?
$1000.00
Where and when do you fill out the 8105-B?
After the customer leaves away from the window
When do you fill 8105-A?
Purchase of $3000.00 or more or case $10,000.00 or more in a day
Who is the watermark?
Ben Franklin
What is the largest size for Standard Post ( Retail Ground )?
130”
What are the 5 processing categories?
Letters, Flats, Machinable Parcels, Irregular Parcels and outside Parcels
What automatically comes with Priority Mail Express?
Tracking, first $100.00 Insurance, free packaging
What are the guaranteed times for Priority Mail Express HFPU?
10:30 am or 3 pm
What is the guarantee on?
The attempt, end of day
What are the four types of Priority Mail Express?
PO to addressee, Military, International and HFPU
What are the determining factors for dimensional weight?
Length x width x height
Balloon rate can apply to which classes of mail?
Priority Mail zones 1-4 and ALL Standard Post
What is the balloon rate?
over 84” under 20 lb.’s pays 20 lb. rate
Dimensional Weight can be applied to which class of mail?
Priority Mail zones 5-8
What is the shortest period to rent a PO box?
3 months, if paid online
What is Caller service?
A premium service for customers that need more pickup times or large volume
What is the grace period for PO Box rentals?
10 Days
If additional verification is needed on a PO Box how many days are allowed?
3 Days
How many size Post Office Boxes are available?
5, but not all sizes are available in every office
What is a Return Receipt for Merchandise?
Proof of delivery for merchandise
Who determined the insurance amount (value) and how?
The sender and full value
Who seals the registered?
The sender
How must Registered Mail be transported and stored?
Hand to hand with signatures, securely, under lock and key
Who determines value of COD or merchandise insurance?
The sender
What is the maximum amount of a COD?
$1,000.00
How can a COD be paid for?
Cash, Check or Debit cards (at retail only)
Who gets refund for complete loss?
The sender
Who, in the Postal Service are the primary contact with customers?
SSA
How must each customers transaction start?
With a smile
When dealing with the customer what must you keep/maintain?
Eye contact
What are the four components of G.I.S.T.?
Great, Inspire, Suggest and Thank
What do you ask in the Inquire part of G.I.S.T.?
Is it Liquid, Fragile, Perishable or Potentially hazardous or contain lithium batteries or perfume
In what part of G.I.S.T. do you inform?
Suggest
What are the 3 P’s?
Personal, Postal and Professional
Who’s job is it to generate revenue?
Everybody’s
What does it mean when you are selling the “maximum value” to the customer?
Meeting or exceeding customers needs. Matching their needs to our services and products.
What is Special Handling?
Special handling when possible but not preferential delivery
Where is USPS Tracking label placed?
On the face of the package to the left of the address or above the address
What does USPS Tracking show?
Time and date of delivery
Does the Postal service hold a monopoly and if yes on what?
First class mail
How does a transaction start?
With a smile
What are the four basics principles?
Telephone courtesy, it begins with a smile, delivery done right, we value your business
How is the RCE evaluated?
Through the eyes of the customer at the time of the shop
What are the main benefits of the RCE?
To check the sales skills of our employees through the eyes of the customer
What are the benefits of the POS unit?
Keeps a running total of the transaction, to produce a system generated PS 1412
Segmented inventory accountability retains how much cash at the end of the day?
$100.00
If you are issued $100.00 what type of credit card and accountability do you have?
Segmented Accountability, Cash Credit
What amount of funds must the SSA turn in?
The exact amount as what is reported in 752
Who counts in your absence?
A designated witness of your choice
What is PS 1412?
The daily financial report
When closing what is the first thing you do?
gather and group all documentations for that days work
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 Services 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 our customers and ensure their needs are met is:
G.I.S.T.
For a mailpiece to be considered a flat-sized mailpiece it must pass the:
flexibility test.
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 excellent customer service.
The U.S. Postal Service is the only delivery service that reaches:
every address in the nation.
An organized workstation creates a more _______ workplace.
efficient
How a Sales and Services Associate (SSA) conducts themselves on the job effects the:
Postal brand.
An active listening technique used to create 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 United States Postal Service is the:
Postal Inspection Service
Preferred services that usually offer the customer the best value is:
Priority Mail Express and Priority Mail
A customer wants to mail fewer than 5,000 flat-sized mailpieces to everyone in a specific area. The Sales and Services Associate (SSA) may offer the service:
Every Door Direct Mail - Retail
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 wright up to 70 pounds, the price that applies to USPS Retail Ground parcels measuring over 108 inches but not more than 130 inches in combined length and girth is:
oversized pricing.
The maximum length and girth for Priority Mail is:
108 inches.
A change of address is valid for:
18 months.
When a customer request Premium Forwarding Service (PFS), 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 individuals or companies offer more pickup times?
Firm holdout
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 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 is more than 70 pounds is:
nonmailable.
Nonmachinable surcharges will be 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 .75 inches thick.
12
Proper design and construction of a mailpiece which conforms to minimum and maximum mailing standards ensures:
mailability.
Correctly identifying nonmachinable characteristics of First-Class Mail letters and applying correct pricing will help to protect:
revenue generation.
A letter that is square instead of rectangular is considered:
nonmachinable.
Nonmachinable letters are processed:
manually.
Other Regulated Materials Domestic (ORM-D) packages can be shipped by:
USPS Retail Ground.
Firearms, intoxicating liquors, and cigarettes are categorize as:
Restrictive Matter.
Failure to comply with the Bank Secrecy Act (BSA) could result in significant fines or more than ________ per day per incident.
$20,000.00
The customer can request a cashback option when using a debit card up to:
$50.00
All postal products and services can be purchased by credit card EXCEPT:
money orders.
The best time to complete PS Form 8105-B, Suspicious Transaction Report, is:
after the customer leaves the window.
Advance deposits must be remitted before:
excessive cash builds up in the SSAs till.
The Sales and Services Associate (SSA) must complete PS Form 8105-A, Funds Transaction Report when the customer purchases money orders equaling more than:
$3,000.00 in one day.
When filling out a PS Form 8105-B, Suspicious Transaction Report, the Sales and Services Associate (SSA) should:
collect information from a safe distance inside the building.
When would a PS-Form 8105-B, Suspicious Transaction Report, be filed?
A customer purchased $1,000.00 worth of money orders every day for a week.
Money orders CANNOT be paid for with a check or:
credit card.
The Postal Service has two types of accountability:
individual and segmented inventory.
A unit where each Sales and Services Associate (SSA) is assigned stamp stock and is accountable for any losses called:
Individual Accountability.
The three major sections on PS Form 1412, Daily Financial Report are:
Receipts, Stamp Accountability, and Disbursement
The importance of PS Form 1412, Daily Financial Report, is to run:
receipt controls.
The value of the stamp stock credit and money orders consigned to the Sales and Services Associate (SSA) is:
stamp credit.
These are available for customers, located in Post Office lobbies, and are designed to process many transactions normally handled by SSAs.
Self-Service Kiosk (SSK)
This person triages customers standing in line by utilizing the MPOS, directing them to SSKs or the full service line.
Lobby Assistant
The unit’s daily bank deposit CANNOT be less than:
$100.00
Self-Service Kiosks (SSK) are available:
24 hours a day, 7 days a week
Which retail channel allows USPS customer in city delivery areas to purchase Postal products by ordering them through the mail?
Stamps by mail.
The manual with postage prices and classes of mail transmitted among the U.S., U.S. territories, APOs, FPOs, DPOs, and the United Nations is the:
Domestic Mail Manual (DMM).
The official source of updates to Postal policies and procedures is:
The Postal Bulletin.
In order to keep the mail safe and to determine the mailability of certain items, a Sales and Services Associate (SSA) would utilize the:
Publication 52, Hazardous, Restricted, and Perishable Mail.
The list of missing, stolen or lost Postal money orders is found in the:
Postal Bulletin.
What is specifically designed to assist a Sales and Services Associate (SSA) in performing their job?
Directives
A bi-weekly publication designed to streamline communications between Headquarters and the retail unit is the:
Retail Digest.
The Domestic Mail Manual (DMM) is mail transmitted among:
The United States of America.
The resource where mail processing categories can be found is the:
Domestic Mail Manual (DMM) 101.
The International Mail Manual outlines policies, regulations, and ______ standards for International services.
mailing
If a customer needs more information on business mail, the Sales and Services Associate (SSA) should direct him/her to:
Postal Explorer
PS form 3800:
certified mail receipt
Caller Service
Individual//Business
- more pickup times than firm holdout
- more mail than largest PO Box
- Cannot be canceled
- Paid Service
Balloon Rate
- PM zones 1-4
- Over 84’ L+G
- Under 20 lbs pays 20 lbs rate
- All Parcel Post
Dimensional Rate
- PM zones 5-8
- Over 1 cubic foot L x H x W
- pays higher rate (scale on dimension)
Oversized Surcharge
- Parcel Post Only
- 108”-130” inches
3 P’s
- Personal
- Postal
- Professional
4 Basic Principles
- Telephone courtesy
- it begins w/ a smile
- delivery done right
- we value your business
PS 1412
Daily financial report
PS 3533
application of refund, of fees, products, and withdrawal of customer account.
is used to document all refund activities
refunds totaling up to $1000
$25 or less -> cash
$25 or more ($999) -> no fee money order
$1000+ forwarded to accounting service center (ASC)
Extra Services
Proof of Mailing:
- certificate of mailing
- certified mail
Extra Services
Protection Transit:
- Insured mail
- special handling
- registered mail
Extra Services
Confirmation of Delivery:
- Collection Delivery (COD)
- USPS tracking
- Sign Confirmation
- Restricted Delivery
- Return receipt
- Return receipt for Merch.
Extra Services
Service after Mailing:
-merchandise return service
Priority Express Services:
- Hold for pickup (HFPU)
- 1 Day
- 2 Day
- Military Service (APO, FPO, DPO)
Mailing Services:
- first class mail
- periodicals
- USPU Marketing Mail
- library mail
- extra services
Premier Products:
- Priority Mail Express (PME)
- Priority Mail (PM)
- Insured Mail
- PO Boxes
Shipping Services:
- priority mail express
- priority mail
- first-class package
- USPS Retail Ground
- Parcel Return Service
- International Mail
Firm Holdout:
- PS form 380
- customers who receive 50 pieces of mail regularly on the 1st delivery truck
- may pick up mail w/ post master permission
- NO FEE
- may cancel after 10 days for negligence.
Additional Services:
- passport applications
- migratory bird stamps
- selective service reg.
- burial flags
- change of address
- temporary forwarding
- mail holding
- firm holdout
- caller service
- general deliver
- informed delivery
- package intercept
General Delivery
Available at designated offices for transients and individuals awaiting PO Boxes
Informed Delivery
a notification service that gives eligible residential consumers the ability to digitally preview mail pieces & merge packages arriving soon.
Office of Inspector General (OIG)
- internal
- performs audits
- integrity & accountability (i.e. fraud)
U.S. Postal Inspection Service
- external
- empowered by congress to investigate
- postal offenses & related civil matters (i.e. drugs & etc.)
Measurements
Non Machinable Parcel:
H: 17+ in
W: 17+ in
L: 27+ in
Weight 25-115 lbs
Measurements
Post Cards:
H: 3 1/2- 4 1/4 in
L: 5-6 in
Thickness: .007-.16
Measurements
Letter:
H: 3 1/2- 6 1/8 in
L: 5-11 1/2 in
Thickness: .007-.25
must be rectangular
*5.5 international
Measurements
Flats:
H: 6 1/8- 12 in
L: 11 1/2- 15 in
Thickness: .25-.75
Measurements
Parcels:
- machinable
- irregular
- non machinable
Measurements
Machinable Parcel:
H: 3-17 in
L: 6-27 in
Thickness: 1/4-17
Weight: 6 oz-25 lbs
Measurements
Irregular Parcels:
- below minimums of a machinable parcel
- rolls less than 26 in
L: 6 in
H: 3 in
W: 6 oz
