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