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30 Cards in this Set
- Front
- Back
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What does POS stand for? |
Point of Sale |
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In some cases sales and service associates are the ______ _______ people with the Post Office. (fill in the blanks) |
primary contact |
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What are the two types of communication? |
verbal and non-verbal |
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What does the acronym DPSDP stand for? |
D:emonstrate an open demeanor P:rovide verbal questions S:eek clarification D:on't make assumptions P:rovide feedback |
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DPSDP is associated with what customer service practice? |
Active listening |
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What does SOLER stand for? |
S:quarely face the person O:pen your posture L:ean towards the sender E:ye contact maintained R:elax while attending |
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What customer service practice is SOLER associated with? |
Actively attending |
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What is a successful sales transaction? |
One where the customer and yourself make an informed, mutually beneficial decision. |
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________/________ differentiating is based on meeting and exceeding customers needs and expectations. (fill in the blanks) |
Solution/Product |
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What is the best way to increase customer's satisfaction? |
Provide the customer with the postal product that fits their needs. |
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Define Needs. |
Needs are the desire to improve of accomplish something. |
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What are the driving forces behind a customer's willingness to interact with you? |
Needs |
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What is need satisfaction is? |
Need satisfaction selling is based on the simple recognition that people buy to satisfy needs. ------------------------ We as clerks must understand that customers have mailing needs that must be fulfilled and we must deliver them the products that satisfy their needs. |
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We must engage our customers with GIST, what does GIST stand for? |
G:reet the customer I:nquiring S:uggesting products/solutions T:hanking our lovely customers |
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What is the USPS service is the highest profit per piece product? |
Global Express Guaranteed (GXG) |
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When suggesting PME (Primary Mail Express) we should list the features that come with this service. What are the 3 features that come with PME? |
GUARANTEED 1-2 day delivery Free $100 insurance Free USPS tracking |
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What USPS domestic shipping service delivers 365 days a year? |
PME (Primary Mail Express) |
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When suggesting PM (Priority Mail) we should list the services that come with this service. What are the 3 features that come with Priority Mail? |
SHOULD deliver in 1-3 days Free $50 insurance Free USPS Tracking |
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Yes we should suggest extra services during a transaction but two services we should MOST DEFINITELY suggests are? |
USPS tracking and Insurance |
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What should we always do with our receipt before giving it to the customer? |
Circle the survey and circle the tracking information when applicable |
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A ________ ______ _________ is one which you and the customer make an informed mutually beneficial decision. (fill in the blanks) |
successful sales transaction
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All mailpieces that are less than 1/4" thick must be at least? (Length, Height, Thick) |
5" long 3 1/2 " high (3.5") .007" thick |
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What is the most a mailpiece can weigh? |
70lbs |
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What is the largest a mailpiece can measure, in terms of combined length and girth? |
108" 130" Standard Post |
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Any mailpiece that exceeds 70lbs or 130" (in length and girth) falls into what mailing category? |
Non-mailable, it can't be mailed at ALL!!!! |
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If a mailpiece is less than 5" long 3 1/2 " high (3.5") and .007" thick it falls into what mailing category? |
Non-mailable, it can't be mailed at ALL!!!! |
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Mailing categories are based on what? |
Physical dimensions and characteristics of a mailpiece regardless of address orientation. |
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Based on physical dimensions and characteristics regardless of address orientation mailpieces are broken up into 5 categories. What are these five categories? |
Letters Flats Machinable Parcels Irregular Parcels Outside Parcels |
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What are the acceptable characteristics of Letter Size Mail? |
Minimums and Maximums Length: 5"min and 6" max Width: 3 1/2" min and 4 1/4" max Thickness: .007" min and 1/4" max Must be rectangular (3.5oz is the max weight for First Class mail letters) |
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What are the acceptable characteristics of postcards? |
Minimums and Maximums Length 5" min and 6" max Width 3 1/2" min and 4 1/4" max Thickness .007" min and .016" max |
