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Sales and Services
Associate
On-the-Job Training Guide
Course 10021228
PSN 7610160008910
August 2014
Employee Resource Management
Sales and Services
Associate
On-the-Job Training Guide
United States Postal Service Employee Resource Management 475 L’Enfant Plaza SW Washington, DC 20260-4215
Use of Training Materials
These training course materials are intended to be used for training purposes only. They
have been prepared in conformance with existing USPS policies and standards and do not
represent the establishment of new regulations or policies.
Copyright 2012 by the United States Postal Service, Washington DC 20260-4215
All rights reserved.
No part of this publication may be reproduced in any form or by any means without
permission, in writing, from Employee Resource Management.
Certain parts of this publication may contain copyrighted materials from other sources the
reproduction of which for this specific training use has been interpreted not to exceed the
fair use clause of the copyright regulation (Ref. 371.5 ASM).
A Commitment to Diversity
The Postal Service is committed to fostering and achieving a work and
learning environment that respects and values a diverse workforce.
Valuing and managing diversity in the Postal Service means that we will
build an inclusive environment that respects the uniqueness of every
individual and encourages the contributions, experiences and perspectives
of all people.
It is essential that our work and learning environments be free from
discrimination and harassment on any basis.
In our classrooms, on the workroom floor, in casual conversation and in
formal meetings, employees and faculty are asked to encourage an open
learning environment that is supportive of everyone.
Course materials and lectures, classroom debates and casual conversation
should always reflect the commitment to safety and freedom from
discrimination, sexual harassment and harassment on any prohibited
basis. Instructors and class participants are expected to support this
commitment.
If you find course material that is presented in the classroom or in self-
instructional format that does not follow these guidelines, please let an
instructor know immediately.
If classroom discussions do not support these principles please point that
out to the instructor as well.
Diversity is a source of strength for our organization. Diversity promotes
innovation, creativity, productivity and growth, and enables a broadening
of existing concepts.
The Postal Service’s policy is to value the diversity of our employees,
customers and suppliers, and to do what is right for our employees and the
communities we serve, thereby ensuring a competitive advantage in the
global marketplace.
Sales and Services Associate On-The-Job Training
Preface Page i
Preface
The Sales and Services Associate, On-the-Job Training (OJT) course was
designed to provide retail coaches with daily guidelines and resources to
be used for a hands-on training approach. The retail coach is not restricted
to the time allotted for each days activities, and should spend time with the
trainee to ensure complete comprehension of daily retail transactions. This
OJT is used to acquaint employees with their new positions, to acquire
knowledge and skills related to changes in work processes, and to
implement refresher training. Throughout the OJT experience, retail
coaches should emphasize the use of GIST (Appendix A) principles.
Retail coaches are encouraged to follow the guideline provided, and
review the Trainee Daily OJT Checklist with the trainee at the end of each
day.
The SSA on-the-job training is not to be performed on overtime. Any
exceptions must be approved by the appropriate manager or supervisor.
Sales and Services Associate On-The-Job Training
Day One Page 1
Day One – Overview
For the purpose of this training, each day will be broken into one hour
sections. Retail coaches should follow this guide to eliminate confusion
for the trainee and provide trainee adequate time for questions with each
transaction.
Hour 1
Introduction
Facility orientation
Hour 2
Trainee Daily OJT Checklist
Trainee Daily OJT Checklist Resources
Hours 3 and 4
Retail Equipment Functions and Overview
POS ONE Front Office - eLearning
Hours 5 and 6
Observation of Window Transactions
Retail Coach opens window covering all opening procedures
Retail Coach performs customer transactions
Retail coach performs closeout
Hours 7 and 8
Assigning Cash or Fixed Credit
Trainee Daily OJT Checklist Review
Course # 10021228
Page 2 SSA OJT Guide
Day One – Hour 1
Introduction:
Greet and introduce yourself to the new associate (trainee).
Review administrative matters by showing location of/or identifying the
following in the facility:
Emergency exits and emergency procedures
Emergency numbers
Restrooms
Locker area
Lunch room/break room
Smoking Areas and policy
Information boards
Dress code
Facility Orientation
Workroom floor
Dispatch/Staging area
Collection area
Anonymous mail area
Registry cage (if applicable)
Nixie area
Carrier hold mail location
Parcel storage area
Empty equipment storage area
Supply room/area
Safes/Vaults
Retail area
PO Box section
Caller/Dutch door
Retail lobby (writing tables, forms holders, ReadyPost fixture, etc.)
Sales and Services Associate On-The-Job Training
Day One Page 3
Cashwrap area (if applicable)
Counterline
Close-out area
Note: If the SSA (trainee) is not being trained in the office of the
bid assignment, emphasize that other offices may be set up
differently.
Day One – Hour 2
Trainee Daily OJT Checklist
The retail coach and the trainee should find a quiet place in the office
(away from the counterline area and workroom floor) to confer in private.
The retail coach will provide the trainee with the Trainee Daily OJT
Checklist, and discuss its purpose and completion process.
The Trainee Daily OJT Checklist (Appendix B) is completed by the
trainee each day to identify progress and areas in which the associate
would like more on-the-job instruction or coaching. Encourage the trainee
to indicate any tasks needing additional assistance from the retail coach.
Review the Trainee Daily OJT Checklist at the end of each day and
address all questions and concerns the trainee may have. You must ensure
that you revisit those tasks that have been identified by the trainee for
additional coaching.
At the conclusion of the 40 hours of on-the-job instruction, ideally the
trainee should have addressed each task on the Trainee Daily OJT
Checklist.
Trainee Daily OJT Checklist Resources
The retail coach will be observing and assisting the trainee on a daily
basis. The Trainee Daily OJT Checklist Resources (Appendix C) provides
a collection of resources and links to information that directly corresponds
to the Trainee Daily OJT Checklist topics. These resources can be
accessed and used to enhance the OJT experience. Completion of the
Trainee Daily OJT Checklist by the associate each day will provide areas
of concentration for the retail coach. The information in the resources and
links should be used to reinforce areas where the trainee or retail coach
believes additional training is necessary. The Trainee Daily OJT Checklist
Resources (Appendix C) should also be copied and provided to the trainee
for future reference.
Course # 10021228
Page 4 SSA OJT Guide
Day One – Hours 3 and 4
Retail Equipment Functions and Overview
The retail coach will address and explain each component of retail
equipment in which they will receive their training. The retail coach will
proceed to equipment (preferably back office) and explain each component
of the system. Additionally, the retail coach must ensure the trainee
understands the section concerning PVIs.
POS ONE Equipment
Point of Service (POS) is the retail workstation.
ONE indicates this is the first of its type. There are several specific
features that will make POS ONE easier to use:
A user-friendly keypad.
An all-purpose scanning device for special service labels and product
scanning.
The cost of every postal product and service is built into it and allows
ease in upgrading.
A multi-purpose receipt printer, money order imprinter, and bank
stamp imprinter for checks.
Remote system monitoring, which allows network updates to the
DMM, IMM, and Priority Mail Express network, and system updates.
Note: For POS offices, a 6 hour eLearning course entitled POS
ONE Front Office, Course Number: 4120166 will be required
during OJT training.
Benefits of POS ONE include:
Introduces a state-of-the-art system that is committed to customer
service by supporting corporate voice of the employee, goals, and
providing complete, consistent, and effective communication with
retail clerks.
Supports voice of the customer and voice of the business.
Provides simple to use with an easy-to-read keypad and clerk display
monitor.
Provides quicker and more efficient customer service.
Sales and Services Associate On-The-Job Training
Day One Page 5
Provides accurate and up-to-date information on all rates and services.
Provides detailed sales order information, improving availability of
stamps and other products.
Provides easy ZIP code and ZIP+4 access.
Provides up-to-date data on APO/FPO restrictions.
Provides on-line help screens throughout the system.
After the money is collected, prints all Money Orders, reducing the
chance for errors.
Decreases transaction time for Money Orders, and trust accounts.
Contains the DMM and IMM.
POS ONE is more efficient due to its ability to add and upgrade system
features. Because of built-in Postal rules, POS ONE will help reduce or
even eliminate human errors. The customers’ options are displayed on a
screen allowing them to make quick comparisons of price and value. The
system prints out forms that previously were completed manually.
Network
The POS ONE tallies each transaction and builds a data file. The data
generated during the course of each transaction is stored to help track
inventory and to generate reports. When an associate performs a close out,
it automatically transfers the daily data to a central file. All levels of
management are able to pull these files in the form of reports. Some of
these reports identify customer purchasing patterns, transaction times, and
assists with staffing and scheduling.
Components of the POS ONE system – Overview
Retail coach: Each component must be addressed if applicable.
Terminal/Central Processing Unit (CPU) – Terminal “brain” of the
system where information is stored. The hard drive records and tracks the
daily transactions, then transfers the information to the central controller
terminal. The terminals should be kept powered on at all times to receive
update information.
Monitor/Screen (review appropriate equipment piece)
Sales and Services Associate Display Monitor –is the primary way of
communicating with the system. The monitor is adjustable to each
person’s height and line of vision. The height and angle is also adjustable.
Course # 10021228
Page 6 SSA OJT Guide
Touch screen – is used to complete transactions. The screen is activated
by the touch of a finger. Please remember that pens, pencils or other
pointed objects should never be used instead of a finger. The screen only
requires a light touch.
Number pad – is part of the keypad on the sales and services associate
display monitor. The number pad provides a convenient way to enter
numeric information (for example, ZIP codes) faster than is possible with
the keyboard. Notice the two keys on the keypad on the sales and services
associate display monitor. These are scroll keys. The right scroll key is used to
access the edit mode.
Static keys – are located on the keypad. Static keys provide a gateway to
the major functions that are routinely handled. Static keys remain constant
from screen to screen and from function to function.
Dyna Keys – are keys located on the right side of the screen and are
identified with different options. These labels are associated with the
physical keys that are immediately to the right of the screen. They’re called
“dyna” keys because they’re Dynamic. They change, depending on where
the associate is in a given transaction.
Barcode scanner – The scanner is a presentation scanner. Either present
the barcode to the scanner or if the item is awkward or heavy, present the
scanner to the barcode. The light must cross the entire barcode to read it
correctly. The device also captures the date and time of each scan.
CAUTION:
THE SCANNER GENERATES A LOW-LEVEL LASER LIGHT THAT IS HARMLESS TO YOU AND YOUR EYES.
NEVER ATTEMPT TO MODIFY THE SCANNER.
Receipt/Slip Printer – the POS ONE printer has several different
functions, including printing receipts, processing checks and money orders
and printing on forms. The printer actually contains two printers.
The receipt printer at the top of the printer prints the customer receipt and
reports which are printed on thermal paper. There is no ribbon in the
receipt printer, it uses heat to print on the receipt paper.
The lower section of the printer uses a special ink to print onto Money
Orders, forms and checks. Forms being printed by this printer are inserted
into the slot midway down the front of the printer. The system will prompt
the associate to insert these items into the printer.
Sales and Services Associate On-The-Job Training
Day One Page 7
The printer can read the MICR-encoded, preprinted customer account
number on the bottom of a check and serial numbers on money order.
“MICR” stands for magnetic ink character recognition.
Scale – is used to weigh customer packages and letters. The digital display
on the clerk display monitor shows the item weight in pounds and ounces.
The scale shows weights as little as a tenth of an ounce and can handle up
to 70 pounds. Objects should not be left on the scale when it is not being
used as this will cause the scale to lose calibration. Notice the template on
top of the scale. This ready reference helps the associate make decisions
regarding surcharges, postcard sizes, flat vs. letter sizes, etc. when rating
mail.
PVI unit – generates labels with postage imprinted.
Cash drawer/till – is used to store cash and other tender. The drawer will
open electronically at the end of appropriate transactions. The system
keeps track of every time the drawer opens. It is mandatory to use the POS
ONE cash drawer.
Customer display unit – faces the customer and displays information
about transactions in progress.
Keyboard – this is a standard computer keyboard. There is a small touch
pad on the lower right side of the keyboard. This can be used to move the
cursor, in a manner similar to a mouse.
Uninterruptible Power Supply (UPS) – the UPS has a battery that allows
the associate to complete immediate customer transactions and shut down
the system without losing any data in the event of a power failure. The
system should always be plugged into the UPS box.
Laser printer – It will be used for report printing and other procedures.
Hardware Maintenance
There are a few things that the associates will be asked perform to help
keep the equipment clean and running properly. It is extremely important
never to use water or cleaner directly on any piece of equipment.
The display units may become dirty or smudged. Lightly spray a soft rag
with water and wipe the screens. The associate may be required to turn off
the screen prior to cleaning.
Occasionally the equipment will also need to be cleaned. The best way is
to lightly spray a soft clean rag with non-abrasive cleaner and gently wipe
off the equipment.
Course # 10021228
Page 8 SSA OJT Guide
When the receipt printer is out of paper, the “paper out” light will turn red
and will need a new roll of paper. The printer uses a thermal paper roll so
it is important to load the roll in the correct direction.
Safety Practices and Procedures
As with all jobs and all equipment, safety, is the responsibility of every
individual in the US Postal Service. The supervisor is responsible for
instructing personnel in safety practices applicable to the operation of the
equipment. In the same manner, it is the responsibility of each individual
operating the equipment to understand and observe the safety standards
and procedures established by the US Postal Service. The operation of
electronic and electrical equipment has several elements of danger.
Carelessness can result in injury. Please observe the following precautions:
• Do not operate equipment without proper authority.
• Follow all safety precautions.
• Do not operate unsafe or defective equipment.
• Avoid unsafe act and conditions.
• Practice good housekeeping.
• Do not engage in horseplay.
• Immediately report all hazardous conditions and operations to the
supervisor.
• Keep mentally and physically alert.
• Know the location of the main power shutdown devices.
• Always turn the power off when doing any replacement or repair of
components.
• Do not operate the POS ONE without properly installed covers. (i.e.
without scales platform).
• Check the power plug before plugging it in. Always use a power cord
that is in good condition. A power cord that is frayed or has broken
insulation is a shock hazard.
• To avoid the danger of electrical shock, make sure the power plug is
inserted into a properly wired receptacle.
• Never place food or liquids on or around any part of the equipment.
• Keep clothing, hands and feet dry.
• Avoid the use of toxic or flammable solvents for cleaning purposes. If
there are certain jobs specifically requiring the use of these solvents
protective gear must be worn.
Sales and Services Associate On-The-Job Training
Day One Page 9
• In the event of a fire, use a type C, BC or ABC extinguisher only. Do
not use water or any other liquid stream extinguisher, as either presents
a shock hazard to the user and will cause considerable damage to
electrical equipment.
• Know how to get medical aid.
Following safety procedures can save associates from injury and will
prevent lost time for the retail associate and the Postal Service.
Logging on to POS ONE System
The sign-in procedure provides one of the most valuable features of the
POS ONE system – security. Each associate will have a unique, computer-
generated user identification code, referred to as a logon ID.
Along with an ID the associate will have a unique password that they
choose, and that no one else knows. The system knows what password
corresponds with their ID, nothing else will unlock the system. While the
logon ID remains the same all the time, each associate controls their
password and it can be changed, as needed.
Course # 10021228
Page 10 SSA OJT Guide
Test Label
Four formats. Obtained by selecting “LABEL” with mode button and
pressing paper feed button. Run at start of tour, after clearing a jam and
after loading blank labels. A total of five labels are dispensed, one is
blank. These labels are NOT to be given away.
Sales and Services Associate On-The-Job Training
Day One Page 11
PVI Label
No barcode. Provided automatically for non-POSTNET flats, Priority Mail
Express , and International mail.
These labels must not be used instead of the proper PVI labels – always
use correct workflow to avoid misuse.
Note: A separate barcode label is printed for International Mail.
Course # 10021228
Page 12 SSA OJT Guide
PVI Barcode Label
5-digit ZIP barcode: Affix to domestic parcels, Small parcels and Rolls
(SPRs), and Irregular Parcels and Pieces (IPP). These labels are also
acceptable on letters.
PVI Label ALPHA-F
Affix to all domestic First-Class Mail flats.
Sales and Services Associate On-The-Job Training
Day One Page 13
Destination ZIP Label ALPHA-Z
5-digit ZIP barcode label with no postage value: These labels must be used
for domestic parcels and SPRs (Small Parcels and Rolls/IPP) that are
presented for mailing with postage already affixed.
Course # 10021228
Page 14 SSA OJT Guide
Destination Label ALPHA-F/ALPHA-Z
These labels may be used for flats with postage already affixed which are
NOT sent Priority Mail Express , Registered Mail, or Certified Mail (Affix
no label on these flats).
Note: Used for a Flat with no postage required.
Run Test Labels
To generate test labels:
1. Press “MODE” button until label appears on PVI display.
2. Press “PAPER FEED” button once.
This will cause the PVI to eject a blank label, and print the four test labels.
Manual Retail Equipment
Basic Scale – is used to weigh customer packages and letters. The scale
shows weights as little as a tenth of an ounce and can handle up to 70
pounds. Objects should not be left on the scale when it is not being used as
this will cause the scale to lose calibration.
Use Notice 3-S, the Shape Based Pricing Template, to help make
decisions regarding surcharges, postcard sizes, flat vs. letter sizes, etc.
when rating mail.
Once the SSA has determined the weight of the item, use the Zone Chart
to determine which zone the item is being mailed to. You can find a
printable version of the current Zone Chart at this link:
http://postcalc.usps.gov/Zonecharts/
When the SSA has established the weight of the item and what zone it is
going to, then they will refer to Notice 123 for the price. Price List, Notice
123 is available at this link: http://pe/text/dmm300/Notice123.htm
Sales and Services Associate On-The-Job Training
Day One Page 15
Price List, Notice 123 lists the shipping prices for each mail class by
weight and zone. It also lists the prices of Extra Services such as USPS
Tracking .
Smart Scale - The smart scale will allow the SSA to select the mail class
and Extra Services for the item, and will show the shipping cost for the
selections. It will also allow the SSA to choose the type of item – flat,
letter, package, if applicable to the mail class. For example, Priority Mail
offers the selection of Flat Rate Envelope as well as Flat Rate Box.
Postage Meter - Generates labels with postage imprinted. The postage
meter will allow the SSA to print a postage label for the item being
mailed.
IMD Scanner - A hand-held device that the sales and services associate
will use to perform the required scans on items being delivered to
customers, and when accepting pre-paid items for mailing.
Paymaster Money Order Imprinter - used to print Money Orders.
Hardware Maintenance
There are a few things that the associates will be asked perform to help
keep the equipment clean and running properly. It is extremely important
never to use water or cleaner directly on any piece of equipment.
Occasionally the equipment will also need to be cleaned. The best way is
to lightly spray a soft clean rag with non-abrasive cleaner and gently wipe
off the equipment.
Safety practices and procedures
As with all jobs and all equipment, safety is the responsibility of every
individual in the US Postal Service. The supervisor is responsible for
instructing personnel in safety practices applicable to the operation of the
equipment.
In the same manner, it is the responsibility of each individual operating the
equipment to understand and observe the safety standards and procedures
established by the US Postal Service. The operation of electronic and
electrical equipment has several elements of danger. Carelessness can
result in injury.
Please observe the following precautions:
• Do not operate equipment without proper authority.
• Follow all safety precautions.
Course # 10021228
Page 16 SSA OJT Guide
• Do not operate unsafe or defective equipment.
• Avoid unsafe act and conditions.
• Practice good housekeeping.
• Do not engage in horseplay.
• Immediately report all hazardous conditions and operations to the
supervisor.
• Keep mentally and physically alert.
• Know the location of the main power shutdown devices.
• Always turn the power off when doing any replacement or repair of
components.
• Check the power plug before plugging it in. Always use a power cord
that is in good condition. A power cord that is frayed or has broken
insulation is a shock hazard.
• To avoid the danger of electrical shock, make sure the power plug is
inserted into a properly wired receptacle.
• Never place food or liquids on or around any part of the equipment.
• Keep clothing, hands and feet dry.
• Avoid the use of toxic or flammable solvents for cleaning purposes. If
there are certain jobs specifically requiring the use of these solvents
protective gear must be worn.
• In the event of a fire, use a type C, BC or ABC extinguisher only. Do
not use water or any other liquid stream extinguisher, as either presents
a shock hazard to the user and will cause considerable damage to
electrical equipment.
• Know how to get medical aid.
Following safety procedures can save associates from injury and will
prevent lost time for the retail associate and the Postal Service.
Sales and Services Associate On-The-Job Training
Day One Page 17
POS ONE Front Office eLearning
For POS offices, the POS ONE Front Office eLearning course # 4120166
is included in the OJT portion of the Sales and Services Associate training
to provide additional practice in successfully completing daily
transactions.
For Day One, the trainee should be provided time to complete the
following course lessons:
Lesson 1: Overview of the POS ONE System
Lesson 2: Getting Started with POS ONE
Lesson 3: Selling Stamps and Merchandise
The retail coach should have the flexibility to have the trainee complete
the three lessons in one session, or in segments to create the most
beneficial OTJ experience.
For example, if there are particular times when customer traffic may be
slow, the retail coach may capitalize on this opportunity to have the trainee
complete an eLearning lesson. This would allow the trainee to observe the
retail coach at times when retail transactions are more frequent.
Course # 10021228
Page 18 SSA OJT Guide
Day One – Hours 5 and 6
The purpose of hours 5 and 6 is to provide the trainee an opportunity to
observe transactions at the counter line.
The trainee will not perform any of the transactions. The trainee will be
provided with a step by step explanation of each transaction. The trainee
will primarily focus their attention on the retail coach.
The retail coach accompanies the new sales and services associate (SSA)
trainee to the front counter. The trainee will observe window transactions
conducted by retail coach.
The retail coach will now explain and demonstrate the open/start of the
day procedures with the trainee.
The retail coach should be certain to have the trainee observe them reading
the daily messages and note any changes that are necessary for your
operation.
Retail coach will have the trainee observe them retrieve their postage stock
and cash drawer. Place the cash drawer and stock into designated, secured,
and proper drawers for daily transactions.
The retail coach is now ready to assist customers.
The retail coach will explain to the trainee, while performing each and
every transaction, forms required, proper placement of PVI, and
identifying the class of service used (i.e. First-Class Mail, insurance, return
receipts, etc.). Also, retail coach continues identifying the appropriate keys
used on system and covering all HAZMAT questions and the GIST
program points.
The retail coach must be certain to reinforce the practice of giving each
and every customer their receipts at the end of each transaction.
Each time the retail coach leaves their station, they must be certain to
secure their stock and cash drawer. When the retail coach leaves their
station they should explain to the trainee the appropriate key that should be
pushed to account for the time away from the window.
The retail coach will emphasize advance deposits must be remitted before
excessive cash/checks build up in their cash drawer.
Sales and Services Associate On-The-Job Training
Day One Page 19
After approximately 2 hours of transactions, retail coach closes window,
and begins covering all closing procedures.
Print all appropriate reports that need to be verified
Verify receipts
Correlate receipts with reports
Cash retained
Retail coach with trainee will now take cash, checks, and all
documents to back office for verification
Upon completion of verification process, verifier will acknowledge
preliminary 1412 accuracy and inform the retail coach they may now
print their Final 1412
Retail coach will now print their Final 1412
Retail coach will now secure their cash drawer and place postage stock
in designated secure area
Course # 10021228
Page 20 SSA OJT Guide
Day One – Hours 7 and 8
Assigning Cash or Fixed Credit
After observing the retail coach interact with customers and perform
transactions, it is now time for to set up the trainee to work the window
and take their first steps operating the retail equipment.
The retail coach will describe and demonstrate how to obtain, store, and
count fixed credits. Retail coach will demonstrate the procedures for
setting up a cash drawer. The retail coach will reinforce the guidelines
regarding accountability of Postal funds and accountable paper, and how
to maintain them in a neat and orderly fashion.
In an office with individual accountability, the retail coach will provide the
trainee with a PS Form 17, Stamp Requisition Form, and guide the trainee
in its completion so they may order and verify the stamp stock issued.
Supervisor will issue a fixed/cash credit and money orders/stock to the
trainee so the trainee will be able to perform duties on the window.
The retail coach will observe the trainee in logging onto the system. The
trainee will use the log on ID provided by the supervisor. The trainee will
need to change or establish their password.
The retail coach will assist the trainee with completion of:
PS Form 3977, Duplicate Key, Combination, Password Envelope
PS Form 3369, Consigned Credit Receipt
The trainee will perform NO transactions on the first day. The trainee once
signed on will perform a close out for the day.
Trainee Daily OJT Checklist Review
The trainee should be given adequate time to complete the Trainee Daily
OJT Checklist in a quiet place, away from the retail window and other
distractions. The retail coach and the trainee will review and discuss the
Trainee Daily OJT Checklist in private to confirm and reinforce practiced
skills, and plan for continued development for the remainder of the OJT.
The retail coach should use positive reinforcement to promote a learning
environment where the trainee is comfortable and demonstrates
proficiency.
Sales and Services Associate On-The-Job Training
Day Two Page 1
Day Two – Overview
For the purpose of this training, each day will be broken into one hour
sections. The retail coach should follow this to eliminate confusion for the
student and provide trainee adequate time for questions with each
transaction.
Hour 1
Previous day review
Hours 2 through 7
Window Transactions (Retail Coach observes and assists):
Trainee opens window covering all opening procedures
Trainee performs customer transactions
Trainee performs closeout
POS ONE Front Office - eLearning
Hour 8
Close-out
Trainee Daily OJT Checklist Review
Course #10021228
Page 2 SSA On-the-Job Guide
Day Two
Hour 1
The retail coach will begin day two with a question and answer session
with the trainee using the Trainee Daily OJT Checklist. This will allow the
retail coach to monitor and work with the trainee on any products and
services in which they may need further instruction or clarification.
Hours 2 through 7
Window Transactions
Trainee will now begin the open/start of day procedures while the retail
coach observes. Retail coach should be certain to observe while the trainee
signs on the system with their password, and reads any/all daily messages
that appear.
Trainee will retrieve their cash drawer – placing it and any accountable
items into properly designated areas (i.e. POS ONE cash drawer). Trainee
will be ready to assist the customers.
The retail coach must remain with the trainee while they are working on
the window during the On-the-Job Training phase. Under no
circumstances is a retail coach permitted to allow the trainee to perform
transactions on their own.
The retail coach must observe the trainee performing transactions and
ensuring that all necessary forms are completed and attached in the proper
location to articles before they are placed into containers for dispatch.
Retail coach will guide the trainee in using the proper workflow (no
shortcuts), GIST, asking the HAZMAT questions, pressing the proper keys
on retail equipment, and ensuring each and every customer receives a
receipt.
Each and every customer must be given a receipt at the end of each
transaction. Under no circumstances is the trainee to ask the customer if
they need a receipt.
Each time the trainee leaves their workstation (for any reason), the retail
coach must be certain to instruct the trainee to secure their cash drawer and
accountable items. If the trainee leaves their workstation for any reason,
the retail coach must inform them to use the appropriate key on their
system to account for time away from the window area.
The retail coach will emphasize advance deposits must be remitted before
excessive cash/checks accumulate in their cash drawer.
Sales and Services Associate On-The-Job Training
Day Two Page 3
POS ONE Front Office eLearning
For POS offices, the POS ONE Front Office eLearning course # 4120166
is included in the OJT portion of the Sales and Services Associate training
to provide additional practice in successfully completing daily
transactions. For Day Two, the trainee should be provided time to
complete the following course lessons:
Lesson 4: Performing Domestic Mail Transactions
Lesson 5: Performing International Mail Transactions
Lesson 6: Completing Money Order Transactions
Lesson 7: Completing PO Box Transactions
The retail coach should have the flexibility to have the trainee complete
the four lessons in one session, or in segments to create the most beneficial
OTJ experience.
For example, if there are particular times when customer traffic may be
slow, the retail coach may capitalize on this opportunity to have the trainee
complete an eLearning lesson. This would allow the trainee to observe the
retail coach at times when retail transactions are more frequent.
Hour 8
Close Out
After daily transactions are completed, the trainee will begin the closeout
procedures for the day using the following items:
Print all appropriate reports that need to be verified, including
Preliminary 1412
Verify receipts
Correlate receipts with reports
Cash, Checks and supporting documentation to be taken to be verified
in back office
After verification process is completed by the designated close-out
personnel, the trainee should be instructed to run their Final 1412
Trainee should print and sign their Final 1412 and resubmit it to the
designated close-out personnel
Retail coach observes and properly instructs the trainee in securing
their cash drawer, and accountable items
Course #10021228
Page 4 SSA On-the-Job Guide
Trainee Daily OJT Checklist Review
The trainee should be given adequate time to complete the Trainee Daily
OJT Checklist in a quiet place, away from the retail window and other
distractions.
The retail coach and the trainee will review and discuss the Trainee Daily
OJT Checklist in private to confirm and reinforce practiced skills, and plan
for continued development for the remainder of the OJT. The retail coach
should use positive reinforcement to promote a learning environment
where the trainee is comfortable and demonstrates proficiency.
Sales and Services Associate On-The-Job Training
Day Three Page 1
Day Three – Overview
For the purpose of this training, each day will be broken into one hour
sections. The retail coach should follow this to eliminate confusion for the
student and provide trainee adequate time for questions with each
transaction.
Hour 1
Previous day review
Hours 2 through 7
Window Transactions (Retail coach observes and assists):
Trainee opens window covering all opening procedures
Trainee performs customer transactions
Trainee performs closeout
POS ONE Front Office - eLearning
Hour 8
Close-out
Trainee Daily OJT Checklist Review
Course #10021228
Page 2 SSA On-the-Job Guide
Day Three
Hour 1
The retail coach will begin day three with a question and answer session
with the trainee using the Trainee Daily OJT Checklist. This will allow the
retail coach to monitor and work with the trainee on any products and
services in which they may need further instruction or clarification.
Hours 2 through 7
Window Transactions
Trainee will now begin the open/start of day procedures while the retail
coach observes. Retail coach should be certain to observe while the trainee
signs on the system with their password, and reads any/all daily messages
that appear.
The trainee will retrieve their cash drawer – placing it and any accountable
items into properly designated areas (i.e. POS ONE cash drawer). Trainee
will be ready to assist the customers.
The retail coach must remain with the trainee while they are working on
the window during the On-the-Job Training phase. Under no
circumstances is a retail coach permitted to allow the trainee to perform
transactions on their own.
The retail coach must observe the trainee performing transactions and
ensuring that all necessary forms are completed and attached in the proper
location to articles before they are placed into containers for dispatch.
Retail coach will guide the trainee in using the proper workflow (no
shortcuts), GIST, asking the HAZMAT questions, pressing the proper keys
on retail equipment, and ensuring each and every customer receives a
receipt.
Each and every customer must be given a receipt at the end of each
transaction. Under no circumstances is the trainee to ask the customer if
they need a receipt.
Each time the trainee leaves their workstation (for any reason), the retail
coach must be certain to instruct the trainee to secure their cash drawer and
accountable items. If the trainee leaves their workstation for any reason,
the retail coach must inform them to use the appropriate key on their
system to account for time away from the window area.
The retail coach will emphasize advance deposits must be remitted before
excessive cash/checks accumulate in their cash drawer.
Sales and Services Associate On-The-Job Training
Day Three Page 3
POS ONE Front Office eLearning
For POS offices, the POS ONE Front Office eLearning course # 4120166
is included in the OJT portion of the Sales and Services Associate training
to provide additional practice in successfully completing daily
transactions. For Day Three, the trainee should be provided time to
complete the following course lessons:
Lesson 8: Using Trust Accounts to Process Transactions
Lesson 9: Completing Customer Service Options
Lesson 10: Exchanging and Voiding Transactions
Lesson 11: Performing Clerk Services
Lesson 12: Performing End-of-Day Responsibilities
The retail coach should have the flexibility to have the trainee complete
the five lessons in one session, or in segments to create the most beneficial
OTJ experience. For example, if there are particular times when customer
traffic may be slow, the retail coach may capitalize on this opportunity to
have the trainee complete an eLearning lesson. This would allow the
trainee to observe the retail coach at times when retail transactions are
more frequent.
Hour 8
Close Out
After daily transactions are completed, the trainee will begin the closeout
procedures for the day using the following items:
Print all appropriate reports that need to be verified, including
Preliminary 1412
Verify receipts
Correlate receipts with reports
Cash, Checks and supporting documentation to be taken to be verified
in back office
After verification process is completed by the designated close-out
personnel, the trainee should be instructed to run their Final 1412
Trainee should print and sign their Final 1412 and resubmit it to the
designated close-out personnel
Retail coach observes and properly instructs the trainee in securing
their cash drawer, and accountable items
Course #10021228
Page 4 SSA On-the-Job Guide
Trainee Daily OJT Checklist Review
The trainee should be given adequate time to complete the Trainee Daily
OJT Checklist in a quiet place, away from the retail window and other
distractions.
The retail coach and the trainee will review and discuss the Trainee Daily
OJT Checklist in private to confirm and reinforce practiced skills, and plan
for continued development for the remainder of the OJT. The retail coach
should use positive reinforcement to promote a learning environment
where the trainee is comfortable and demonstrates proficiency.
Sales and Services Associate On-The-Job Training
Day Four Page 1
Day Four – Overview
For the purpose of this training, each day will be broken into one hour
sections. The retail coach should follow this to eliminate confusion for the
student and provide trainee adequate time for questions with each
transaction.
Hour 1
Previous day review
Hours 2 through 7
Window Transactions (Retail coach observes and assists):
Trainee opens window covering all opening procedures
Trainee performs customer transactions
Trainee performs closeout
Hour 8
Close-out
Trainee Daily OJT Checklist Review
Course # 10021228
Page 2 SSA On-the-Job Guide
Day Four
Hour 1
The retail coach will begin day four with a question and answer session
with the trainee using the Trainee Daily OJT Checklist. This will allow the
retail coach to monitor and work with the trainee on any products and
services in which they may need further instruction or clarification.
Hours 2 through 7
Window Transactions
Trainee will now begin the open/start of day procedures while the retail
coach observes. Retail coach should be certain to observe while the trainee
signs on the system with their password, and reads any/all daily messages
that appear.
The trainee will retrieve their cash drawer – placing it and any accountable
items into properly designated areas (i.e. POS ONE cash drawer). Trainee
will be ready to assist the customers.
The retail coach must remain with the trainee while they are working on
the window during the On-the-Job Training phase. Under no
circumstances is a retail coach permitted to allow the trainee to perform
transactions on their own.
The retail coach must observe the trainee performing transactions and
ensuring that all necessary forms are completed and attached in the proper
location to articles before they are placed into containers for dispatch.
Retail coach will guide the trainee in using the proper workflow (no
shortcuts), GIST, asking the HAZMAT questions, pressing the proper keys
on retail equipment, and ensuring each and every customer receives a
receipt.
Each and every customer must be given a receipt at the end of each
transaction. Under no circumstances is the trainee to ask the customer if
they need a receipt.
Each time the trainee leaves their workstation (for any reason), the retail
coach must be certain to instruct the trainee to secure their cash drawer and
accountable items. If the trainee leaves their workstation for any reason,
the retail coach must inform them to use the appropriate key on their
system to account for time away from the window area.
The retail coach will emphasize advance deposits must be remitted before
excessive cash/checks accumulate in their cash drawer.
Sales and Services Associate On-The-Job Training
Day Four Page 3
Hour 8
Close Out
After daily transactions are completed, the trainee will begin the closeout
procedures for the day using the following items:
Print all appropriate reports that need to be verified, including
Preliminary 1412
Verify receipts
Correlate receipts with reports
Cash, Checks and supporting documentation to be taken to be verified
in back office
After verification process is completed by the designated close-out
personnel, the trainee should be instructed to run their Final 1412
Trainee should print and sign their Final 1412 and resubmit it to the
designated close-out personnel
Retail coach observes and properly instructs the trainee in securing
their cash drawer, and accountable items
Trainee Daily OJT Checklist Review
The trainee should be given adequate time to complete the Trainee Daily
OJT Checklist in a quiet place, away from the retail window and other
distractions. The retail coach and the trainee will review and discuss the
Trainee Daily OJT Checklist in private to confirm and reinforce practiced
skills, and plan for continued development for the remainder of the OJT.
The retail coach should use positive reinforcement to promote a learning
environment where the trainee is comfortable and demonstrates
proficiency.
Sales and Services Associate On-The-Job Training
Day Five Page 1
Day Five – Overview
For the purpose of this training, each day will be broken into one hour
sections. The retail coach should follow this to eliminate confusion for the
student and provide trainee adequate time for questions with each
transaction.
Hour 1
Previous day review
Hours 2 through 7
Window Transactions (Retail coach observes and assists):
Trainee opens window covering all opening procedures
Trainee performs customer transactions
Trainee performs closeout
Hour 8
Close-out
Trainee Daily OJT Checklist Review
Course # 10021228
Page 2 SSA On-the-Job Guide
Day Five
Hour 1
The retail coach will begin day five with a question and answer session
with the trainee using the Trainee Daily OJT Checklist. This will allow the
retail coach to monitor and work with the trainee on any products and
services in which they may need further instruction or clarification.
Hours 2 through 7
Window Transactions
The trainee will now begin the open/start of day procedures while the
retail coach observes. The retail coach should be certain to observe while
the trainee signs on the system with their password, and reads any/all daily
messages that appear.
Trainee will retrieve their cash drawer – placing it and any accountable
items into properly designated areas (i.e. POS ONE cash drawer). Trainee
will be ready to assist the customers.
The retail coach must remain with the trainee while they are working on
the window during the On-the-Job Training phase. Under no
circumstances is a retail coach permitted to allow the trainee to perform
transactions on their own.
The retail coach must observe the trainee performing transactions and
ensuring that all necessary forms are completed and attached in the proper
location to articles before they are placed into containers for dispatch.
Retail coach will guide the trainee in using the proper workflow (no
shortcuts), GIST, asking the HAZMAT questions, pressing the proper keys
on retail equipment, and ensuring each and every customer receives a
receipt.
Each and every customer must be given a receipt at the end of each
transaction. Under no circumstances is the trainee to ask the customer if
they need a receipt.
Each time the trainee leaves their workstation (for any reason), the retail
coach must be certain to instruct the trainee to secure their cash drawer and
accountable items. If the trainee leaves their workstation for any reason,
the retail coach must inform them to use the appropriate key on their
system to account for time away from the window area.
The retail coach will emphasize advance deposits must be remitted before
excessive cash/checks accumulate in their cash drawer.
Sales and Services Associate On-The-Job Training
Day Five Page 3
Hour 8
Close Out
After daily transactions are completed, the trainee will begin the closeout
procedures for the day using the following items:
Print all appropriate reports that need to be verified, including
Preliminary 1412
Verify receipts
Correlate receipts with reports
Cash, Checks and supporting documentation to be taken to be verified
in back office
After verification process is completed by the designated close-out
personnel, the trainee should be instructed to run their Final 1412
Trainee should print and sign their Final 1412 and resubmit it to the
designated close-out personnel
Retail coach observes and properly instructs the trainee in securing
their cash drawer, and accountable items
Trainee Daily OJT Checklist Review
The trainee should be given adequate time to complete the Trainee Daily
OJT Checklist in a quiet place, away from the retail window and other
distractions. The retail coach and the trainee will review and discuss the
Trainee Daily OJT Checklist in private to confirm and reinforce practiced
skills, and plan for continued development for the remainder of the OJT.
The retail coach should use positive reinforcement to promote a learning
environment where the trainee is comfortable and demonstrates
proficiency.
Upon completion of the OJT, the retail coach will provide the future
associate with a copy of the Trainee Daily OJT Checklist. The retail coach
should also provide a copy of the Trainee Daily OJT Checklist Resources
for the associate to reference when they are in their assigned unit.
Sales and Services Associate On-The-Job Training
Appendix Page 3
Appendix A
Using GIST
The customer’s experience can be enhanced at the retail counter by
practicing the basic (Greet, Inquire, Suggest and Thank) principles.
By remembering to use the GIST principles, you can “Engage our
Customers” each time, every day.
“G” – Greeting Customers
Have you ever noticed that greeting your customer sets the tone for
the entire transaction? A pleasant greeting and eye contact
encourage open communication with your customer. Greet your
customer by name, if you know it. Being attentive throughout the
entire transaction tells your customers that they are important and
that you value their business. A SSA in complete uniform also
communicates trust in your ability to provide reliable service in a
professional manner.
“I” – Inquiring
Customers’ needs change every day. By inquiring, we engage our
customer to better understand their mailing needs. What they
needed yesterday, may not be the same as what they need today.
We have a variety of products and services which are not easily
understood by many of our customers. Ask questions, for example,
“would you like to purchase insurance to give you peace of mind in
case your package is lost or damaged?” It is important to
communicate with each customer and to listen carefully to what
they say.
“S” – Suggesting
It is the SSA’s responsibility to suggest options that would best
meet your customers’ mailing needs. Suggesting and promoting
our premier products and services is one of the best ways to ensure
customer satisfaction while offering excellent value. Suggesting
Extra Services such as USPS Tracking and Insurance adds value
by providing customers with peace of mind since customers will
know when their packages arrive and that they are insured against
damage or loss. Suggesting additional products or services adds
value by saving customers an unnecessary extra trip to the post
office. Remember - customers rely on you, the retail expert, to
Course #10021228
Page 4 SSA On-the-Job Training Guide
suggest products and services, and to explain their features and
benefits.
“T” – Thanking
When we were children, we learned the importance of saying
“thank you.” Have you ever been in a retail establishment when
you weren’t thanked when the transaction was completed? Did you
feel unappreciated? Did you feel like going back? It is important
that our customers know how much we appreciate their business.
Satisfied customers are repeat customers who we can “thank” for
paying our salaries. Always end the transaction in a pleasant
manner by saying “Thank you” or “Thank you for choosing the US
Postal Service” and always provide customers with their receipt.
Sales and Services Associate On-The-Job Training
Appendix Page 7
Appendix C
Trainee Daily OJT Checklist Resources
Course #10021228
Page 10 SSA On-the-Job Training Guide
Customer Service Skills
GIST - Appendix A
Retail Customer Experience
Customer Receipt
Retail Equipment
POS
http://rse2/posone/
POS ONE PostalOne! Offline SOP [pdf]
POS ONE PostalOne! SOP [pdf]
Retail Equipment
Manual
Domestic Mail
Selling Stamps and Retail Products
USA Philatelic Catalog
Expedited Packaging at Retail [pdf]
Expedited Packaging Resource [xls]
Selling Money Orders
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_002.htm#
ep998302
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_003.htm
Cashing Money Orders
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_004.htm
Security and Accountability of Money Orders
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_005.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_006.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_007.htm
Sales and Services Associate On-The-Job Training
Appendix Page 11
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_008.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_009.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_010.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_011.htm
Priority Mail Express
EM APC & Online [pdf]
EM Acceptance IMD SOP [doc]
EM Accept or Pickup With IMD SOP [doc]
EM Hold For Pickup [doc]
EM Holiday Refunds 2009 [doc]
EM Live Shipping [doc]
EM Loss Guarantee Only [doc]
EM Refunds [doc]
EM Shortpaid Unpaid [pdf]
EMCA Validation [doc]
Manual Offices EM Flat Rate Box Service Talk [doc]
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Priority Mail
Priority Mail Flat Rate Box (Retail Acceptance) SOP [pdf]
Priority Parcel Comparison Sheet [pdf]
Priority Parcel Service Talk [doc]
Priority Mail Regional Rate Box FAQs [doc]
Priority Mail Regional Rate Boxes Service Talk [doc]
Priority Mail Regional Rate Boxes Service Talk #2 [doc]
Certified Mail
http://pe.usps.com/text/dmm300/503.htm#1063590
Course #10021228
Page 12 SSA On-the-Job Training Guide
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Return Receipt
http://pe.usps.com/text/dmm300/503.htm#1063739
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Certificate of Mailing
http://pe.usps.com/text/dmm300/503.htm#1063701
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
USPS Tracking
http://pe.usps.com/text/dmm300/503.htm#1063871
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Signature Confirmation
http://pe.usps.com/text/dmm300/503.htm#1063963
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Sales and Services Associate On-The-Job Training
Appendix Page 13
Insured Mail with Signature
http://pe.usps.com/text/dmm300/503.htm#1063624
Insured Mail without Signature
http://pe.usps.com/text/dmm300/503.htm#1063624
Registered Mail
http://pe.usps.com/text/dmm300/503.htm#1100045
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
COD Mail
http://pe.usps.com/text/dmm300/503.htm#1064058
COD Article Refused or Undeliverable as Addressed (POS)
[pdf]
COD Article Return to Mailer (POS) [pdf]
COD Clearance (Non POS) [pdf]
Clearing Carrier Delivered COD at Retail (POS) [pdf]
Clearing Mail Pickup COD at Retail (POS) [pdf]
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Handling of Postage Due/Business Reply Mail
Postage Due [pdf]
POS Postage Due Service Talk [doc]
Postage Due Workflow NFG [pdf]
Postage Due FAQs [doc]
POS Procedures [doc]
Course #10021228
Page 14 SSA On-the-Job Training Guide
Return Receipt for Merchandise
http://blue.usps.gov/cpim/ftp/manuals/pom/html/c8_011.ht
m
http://blue.usps.gov/marketing/domesticproducts/extra-
services.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Return Receipt AFTER Mailing (Not Mail a Duplicate)
http://blue.usps.gov/formmgmt/forms/ps3811a.pdf
Military Mail (APO/FPO)
APO/FPO USPS Tracking [doc]
Completion and Verification of Customs Forms
Customs Prep-Industry Brief [pdf]
Collecting Customs [doc]
Proper Identification of Machinable/Non-machinable
http://pe.usps.com/text/dmm300/201.htm#1042477
http://pe.usps.com/text/dmm300/101.htm#1005674
http://pe.usps.com/text/dmm300/401.htm#1010492
http://pe.usps.com/text/dmm300/101.htm#1034246
Proper Identification/Acceptance of Declared/Undeclared
HAZMAT
HAZMAT [pdf]
HAZMAT Visual Reference Guide
http://blue.usps.gov/aviationsecurity/_pdf/HAZMAT_Awar
eness_book.pdf
HAZMAT Placard [doc]
Acceptance Scans
Acceptance Scans [pdf]
Acceptance Scans-Prepaid [doc]
Sales and Services Associate On-The-Job Training
Appendix Page 15
Acceptance Scans Return Services [pdf]
Balloon Surcharges
Balloon Weight Pricing FAQs [pdf]
http://blue.usps.gov/corporate/pac/bulletin/2007/html/pb22
218/kit1_009.html
http://blue.usps.gov/corporate/pac/bulletin/2007/html/pb22
218/kit1_002.html
http://blue.usps.gov/customerservicesoperationsandretail/po
licyandprocedures/servicetalks/domesticservicetalks/pdf/bal
loon_weight_pricing_faqs_service_talk.pdf
Acceptance and Accountability of Payment (cash, credit, debit)
Credit and Debit Card Acceptance [pdf]
eLabels Online W/O Postage [pdf]
eLabels Online with Postage [doc]
Post Office Box Processing and Rental
Clarification of Acceptable ID for PO Box Service [pdf |
doc]
PO Box Automatic Recurring Renewal Payment at POS
[pdf | doc]
PO Box Billing Process [pdf | doc]
PO Box Lock Change Handling Fee [pdf | doc]
PO Boxes Online [pdf | doc]
Reactivating PO Box or Caller at POS [pdf]
Pricing by Shape
http://blue.usps.gov/cpim/ftp/policy/fi/041808/atch1_007.ht
m
http://blue.usps.gov/corporate/pac/bulletin/2007/html/pb22
218/kit1_010.html
Dimensional Weight Pricing
Dimensional Weight Service Talk and Pricing FAQs [pdf]
Course #10021228
Page 16 SSA On-the-Job Training Guide
Dimensional Weight Service Talk [doc]
Dimensional Weight Pricing Calculations [doc]
Parcel Return Services
Parcel Return Services SOP [pdf]
Acceptance Scans Return Services [pdf]
EDDM
Every Door Direct Mail Retail DND Delivery and Post
Office Operations Requirements [doc]
Every Door Direct Mail Retail FAQs [xls]
Every Door Direct Mail Retail Acceptance Info Sheet
(External and Internal Use) [doc]
Every Door Direct Mail Retail Acceptance Info Sheet
(POS-ONE Facilities, Internal Use Only) [pdf]
Every Door Direct Mail Retail SOP IRT [doc]
Every Door Direct Mail Retail SOP Manual [doc]
Every Door Direct Mail Retail SOP POS [doc]
Every Door Direct Mail Retail Shipments [doc]
Every Door Direct Mail Retail Quick Reference [pdf]
Every Door Direct Mail Retail Payment Options [doc]
https://www.usps.com/business/every-door-direct-mail.htm
Notice 123
http://pe.usps.com/notice123_june_24_2012.pdf
Sales and Services Associate On-The-Job Training
Appendix Page 17
International Mail
International Mail
International Parcel Delivery SOP [pdf]
SOP International Mail Acceptance POS ONE [pdf]
SOP International Mail Acceptance NON POS ONE pdf]
Global Express Guaranteed (GXG)
GXG Airway Bill [pdf]
GXG Label Requirements Checklist SOP [doc]
GXG Network Updates [pdf]
GXG Non-Participating Sites SOP [pdf]
GXG On Off Procedures and Setting [pdf]
GXG Reference Card [pdf]
GXG Retail Site List [xls]
GXG Shipping Options Reference Card [pdf]
GXG Shipment Re-Mailed SOP [pdf]
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004
.htm
Priority Mail Express International
Retail Acceptance EMI [pdf]
SOP Priority Mail Express International (EMI) [doc]
SOP Priority Mail Express International (EMI) Postage
Paid Online [doc]
SOP Online Priority Mail Express International Refunds
[pdf]
Sales and Services Associate On-The-Job Training
Appendix Page 19
Priority Mail International
SOP Priority Mail International (PMI) [pdf]
SOP Priority Mail International (PMI) Flat-Rate Boxes and
Variable Weight [pdf]
SOP Priority Mail International (PMI) Flat-Rate Boxes and
Variable Weight Online Label [pdf]
SOP Priority Mail International (PMI) Flat-Rate Envelope
Online Label [pdf]
Insured Mail
http://pe.usps.com/text/imm/immc3_005.htm
http://pe.usps.com/text/imm/immc3_006.htm
http://pe.usps.com/text/imm/immc3_007.htm
Registered Mail
http://pe.usps.com/text/imm/immc3_008.htm
http://pe.usps.com/text/imm/immc3_009.htm
http://pe.usps.com/text/imm/immc3_010.htm
http://pe.usps.com/text/imm/immc3_011.htm
International Return Receipt
http://pe.usps.com/text/imm/immc3_013.htm
http://pe.usps.com/text/imm/immc3_014.htm
http://pe.usps.com/text/imm/immc3_015.htm
http://pe.usps.com/text/imm/immc3_016.htm
International Money Order
http://pe.usps.com/text/imm/immc3_022.htm#ep28532
http://pe.usps.com/text/imm/immc3_023.htm
CBPMAN
http://blue.usps.gov/customerservicesoperationsandretail/produc
tsandservices/retailservices/pdf/cbpman_user_guide.pdf
Course #10021228
Page 20 SSA On-the-Job Training Guide
POS ONE Electronic Customs Data Capture
End of Day
Advance Deposit
http://blue.usps.gov/accounting/_pdf/UnitCloseOutCrosswa
lk.pdf
Final Remittance
http://blue.usps.gov/corporate/pac/bulletin/2008/html/pb22
244/updt1_006.html
Supporting Documentation Verified
http://blue.usps.gov/accounting/_pdf/UnitCloseOutCrosswa
lk.pdf
Close Out, Daily Form 1412
http://blue.usps.gov/formmgmt/forms/ps1412.pdf
http://blue.usps.gov/cpim/ftp/hand/f101/f101c5_009.htm
http://blue.usps.gov/cpim/ftp/hand/f101/f101c5_002.htm
Sales and Services Associate On-The-Job Training
Appendix Page 21
Additional Resources
Retail Digest
http://blue.usps.gov/customerservicesoperationsandretail/ho
me.shtml
Postal Bulletin
https://about.usps.com/postal-bulletin/welcome.htm
http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch18_007
.htm
Postal Explorer
http://pe.usps.com/
Policy Net
http://blue.usps.gov/cpim/manuals.htm
Handbook PO-209
http://blue.usps.gov/cpim/ftp/hand/po209/welcome.htm
Handbook F-101
http://blue.usps.gov/cpim/ftp/hand/f101/welcome.htm
Policy and Procedures
http://blue.usps.gov/customerservicesoperationsandretail/po
licyandprocedures/home.shtml
Standard Operating Procedures
http://blue.usps.gov/customerservicesoperationsandretail/po
licyandprocedures/standardoperatingprocedures/standard_o
perating_procedures.shtml?
Service Talks
http://blue.usps.gov/customerservicesoperationsandretail/po
licyandprocedures/servicetalks/service_talks.shtml?
Perfect Transaction
Perfect Transaction Process Flow [pdf]