421 SALES AND SERVICES (V3.9) – Essential Scale: Yes/No_Qualification Proficiency: Yes Computer Based Exam
KNOWLEDGE, SKILL, and ABILITY REQUIREMENTS: This section is composed of Knowledge, Skills, Abilities (KSAs) that
are required to satisfactorily perform the tasks of the position. Individuals must demonstrate that they possess a sufficient
level of each KSA, to include at least minimum competency for senior-qualified positions to enable them to perform these
tasks satisfactorily. Successful completion of the applicable testing procedure(s) is sufficient to demonstrate at least minimum
competency to perform these tasks satisfactorily. In certain circumstances, applicants demonstrate these levels by
describing examples of experience, education, or training, any of which may be non-postal. Failure to demonstrate any KSA
1. Ability to work and deal with people sufficient to work cooperatively and interact positively with customers, co-workers, as
well as responding appropriately to changing conditions or unique customer or coworker situations. 2. Ability to communicate
orally refers to expressing spoken ideas or facts clearly and logically when answering questions, giving instructions, and
providing information. 3. Ability to perform basic mathematical computations refers to performing basic calculations such as
addition, subtraction, multiplication, and division with whole numbers, fractions and decimals. 4. Ability to work independently
refers to following either spoken or written instructions or directions, multitasking and organizing time effectively to perform
work assignments, either with or without direct supervision. 5. Ability to reference, comprehend and use information refers to
gathering information from both oral and written sources, retaining it for future use, providing it in response to request (e.g.,
on forms, and using it to identify the appropriate course of action to resolve ato resolve a situation based upon postal laws,
regulations, and current procedures. 6. Demonstrating conscientiousness and initiative refers to taking care in performing
work assignments and working toward task completion. 7. Ability to safely perform the duties common to the position.
Applicants must successfully complete the Virtual Entry Assessment – CS (477).
TRAINING EXAMINATION REQUIREMENTS:
Individuals who qualify and are selected under this standard will be required to complete prescribed training satisfactorily to
demonstrate possession, through testing and/or practical demonstration, each of the knowledge, skills and abilities covered
at the level required by the job. Failure to demonstrate any KSA is disqualifying. The following KSAs are covered by this
1. Ability to sell products and services includes providing timely and courteous customer service, persuasive selling to
customer needs, providing product information, creating/maintaining an aesthetically pleasing retail environment and
completing sales transactions. 2. Ability to interact with a variety of customers to gather information, evaluate service needs
and respond appropriately to unique customer situations. 3. Ability to identify and analyze problems by gathering information
from both oral and written sources and developing an appropriate course of action to resolve the situation. 4. Ability to
exercise courtesy and self-control in providing appropriate customer service to accomplish established goals of the functional
area. 5. Ability to use technology-based business equipment, such as calculation equipment or computers sufficient to
process customer transactions, input data, and produce numeric and written reports. 6. Knowledge of financial procedures
such as the terminology, materials, techniques, and procedures used in maintaining accurate records of disbursements,
receipts and other financial information and loss prevention. 7. Knowledge of postal products and services including
appropriate Postal regulations regarding mail service (e.g., domestic and international mail requirements, classes of mail).
PHYSICAL REQUIREMENTS: Individual must be physically able to perform efficiently the duties of the position.
ADDITIONAL PROVISIONS: Sales, Services and Distribution Associates must work an assigned tour and days of work.
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