What is our mission? - answerProvide trusted, affordable, universal service.
eLearning module 1
What is the form for filing an insurance claim? - answerForm 1000.
eLearning module 16
Perception is________ - answerReality.
17-3
What are our goals? - answerGrow revenue, increase market share and develop lifetime customers.
18-3
What are the two types of communication and give examples of each? - answerVerbal (spoken
words) and non-verbal (gestures, expressions, vocal variety).
19-5
What are some non-verbal cues? - answerBody movement (shuffling feet and folding arms),
posture, gestures, facial expressions, personal space.
19-6
Listeners receive the same ______ all the time. - answerMessage.
19-7
What is S.O.L.E.R.? - answerActively attending by: Squarely facing the person, Open your posture,
Lean towards the sender, Eye contact maintained, Relax while attending.
19-7
What is a successful sales transaction? - answerOne in which you and the customer make an
informed, mutually beneficial decision.
20-3
When presenting the value of USPS products and services, you align that value with? - answerThe
customer's needs.
20-3
What should be the objective of every SSA? - answerSelling maximum value to customers by
matching their needs.
20-4
What is the driving force behind a customer's willingness to interact with you, learn about Postal
products, and make a purchase commitment? - answerNeeds.
20-5
What is need satisfaction selling? - answerRecognition that customers buy products to satisfy their
needs.
20-5
What is a need? - answerA desire to improve or accomplish something.
20-6
What is the language of needs and some examples? - answerWords and phrases the express desire.
I want, I need, I hope, I'm looking for, I'm interested in, I wish, My objective.
20-6
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