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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.

Day One


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.)


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.


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


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.


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


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.


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


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.


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


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.


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


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.


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


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

http://postcalc.usps.gov/Zonecharts/

http://pe/text/dmm300/Notice123.htm


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


• 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.


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



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.


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



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.


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.

Day Two


Day Two Page 1

Day Two – Overview


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


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.


excessive cash/checks accumulate in their cash drawer.


Day Two Page 3





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 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


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





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.

Day Three


Day Three Page 1

Day Three – Overview




transaction.

Hour 1

Previous day review

Hours 2 through 7

Window Transactions (Retail coach observes and assists):





Hour 8

Close-out


Course #10021228


Day Three

Hour 1

The retail coach will begin day three with a question and answer session




Hours 2 through 7

Window Transactions




that appear.

The trainee will retrieve their cash drawer – placing it and any accountable













receipt.












Day Three Page 3





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 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




Preliminary 1412

Verify receipts



in back office







Course #10021228





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.

Day Four


Day Four Page 1

Day Four – Overview




transaction.

Hour 1

Previous day review

Hours 2 through 7





Hour 8

Close-out


Course # 10021228


Day Four

Hour 1

The retail coach will begin day four with a question and answer session




Hours 2 through 7

Window Transactions




that appear.

The trainee will retrieve their cash drawer – placing it and any accountable













receipt.












Day Four Page 3

Hour 8

Close Out




Preliminary 1412

Verify receipts



in back office















proficiency.

Day Five


Day Five Page 1

Day Five – Overview




transaction.

Hour 1

Previous day review

Hours 2 through 7





Hour 8

Close-out


Course # 10021228


Day Five

Hour 1

The retail coach will begin day five with a question and answer session




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













receipt.












Day Five Page 3

Hour 8

Close Out




Preliminary 1412

Verify receipts



in back office















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.


Day Five Page 1

Appendix


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.


Appendix Page 5

Appendix B

Course #10021228



Appendix Page 7

Appendix C


Course #10021228



Appendix Page 9

Course #10021228


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


Security and Accountability of Money Orders




http://rse2/posone/

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pos_one_postal_one_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pos_one_postal_one_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/expedited_packaging_at_retail_poster0712.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/xls/expedited_packaging_supplies_retail.xls

http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_002.htm#ep998302

http://blue.usps.gov/cpim/ftp/hand/f101/f101c10_002.htm#ep998302







Appendix Page 11





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





http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/online_or_apc_generated_express_mail_label_acceptance_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/em_acceptance_imd_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/em_acceptance_imd_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/express_mail_hold_for_pickup_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/em_holiday_accept_and_refund_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/em_live_shipping_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/express_mail_loss_guarantee_only_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/em_refunds_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/em_shortpaid_unpaid-sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/emca_validation_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/manual_offices_em_flat_rate_box_service_talk.doc

http://blue.usps.gov/cpim/ftp/hand/po209/po209_ch10_004.htm


http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/priority_mail_flat_rate_acceptance_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/priority_parcel_service_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/priority_parcel_service_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/Priority_Mail_Regional_Rate_Box_FAQs.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/priority_mail_regional_rate_box_retail_service_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/priority_mail_regional_rate_box_retail_service_talk_2.doc


Course #10021228


http://blue.usps.gov/marketing/domesticproducts/extra-

services.htm


.htm

Return Receipt



services.htm


.htm

Certificate of Mailing



services.htm


.htm

USPS Tracking



services.htm


.htm

Signature Confirmation



services.htm


.htm

http://blue.usps.gov/marketing/domesticproducts/extra-services.htm

























Appendix Page 13

Insured Mail with Signature


Insured Mail without Signature


Registered Mail



services.htm

COD Mail


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]


services.htm


.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]







http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/cod_article_refused_or_undel_pos_sites_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/returning_cods_back_to_mailer_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/cod_clearance_procedures_non_pos_sites.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/clearing_carrier_delivered_cod_at_retail_pos_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/clearing_mail_pickup_cod_at_retail_pos_sop.pdf





http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/workinstructions/pdf/WI%20POO-2011-01.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/pd_pos_service_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/the_postage_due_workflow_nfg.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/postage_due_faqs.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/pos_procedures_service_talk.doc

Course #10021228


Return Receipt for Merchandise

http://blue.usps.gov/cpim/ftp/manuals/pom/html/c8_011.ht

m


services.htm


.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





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]

http://blue.usps.gov/cpim/ftp/manuals/pom/html/c8_011.htm

http://blue.usps.gov/cpim/ftp/manuals/pom/html/c8_011.htm





http://blue.usps.gov/formmgmt/forms/ps3811a.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/apo_fpo_del_con_servicetalk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/customs_prep_industry_brief_service_talk.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/collecting_customs_service_talk.doc





http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/hazmat_sop.pdf

http://blue.usps.gov/nationalpreparedness/_pdf/HAZMAT_Review_Guide_02-28-07.pdf

http://blue.usps.gov/aviationsecurity/_pdf/HAZMAT_Awareness_book.pdf

http://blue.usps.gov/aviationsecurity/_pdf/HAZMAT_Awareness_book.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/hazmat_placard_safety_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/acceptance_scans_service_talk.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/Acceptance%20scan%20service%20talk%20apr2012%20v2.doc


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


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


218/kit1_010.html

Dimensional Weight Pricing

Dimensional Weight Service Talk and Pricing FAQs [pdf]

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/Returns%20Services%20Acceptance%20Scan%20Service%20Talk%20April%202012.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/balloon_weight_pricing_faqs_service_talk.pdf

http://blue.usps.gov/corporate/pac/bulletin/2007/html/pb22218/kit1_009.html







http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/credit_and_debit_card_acceptance_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/elabel_without_postage_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/elabels_online_w_postage_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/clarification_of_acceptable_ids_for_poboxes_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/clarification_of_acceptable_ids_for_poboxes_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pob_auto_renew_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/pob_auto_renew_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pobox_billing_process_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/pobox_billing_process_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pobox_lock_change_handling_charge.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/pobox_lock_change_handling_charge.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/poboxes_online_sop.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/poboxes_online_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/pobox_and_caller_reactivation_sop.pdf

http://blue.usps.gov/cpim/ftp/policy/fi/041808/atch1_007.htm

http://blue.usps.gov/cpim/ftp/policy/fi/041808/atch1_007.htm



http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/dimweight_st_and_faq.pdf

Course #10021228


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

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/dimensional_weight_service_talk.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/dimensional_weight_calculations.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/prs_sop_rev_may_2012.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/Returns%20Services%20Acceptance%20Scan%20Service%20Talk%20April%202012.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/dnd_delivery_and_post_office_operations_requirements_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/dnd_delivery_and_post_office_operations_requirements_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/xls/eddm_faq.xls

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/eddm_retail_acceptance_info_sheet.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/pdf/eddm_infosheet.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/eddm_retail_sop_for_irt.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/eddm_retail_sop_for_manual.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/eddm_retail_sop_for_pos.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/eddm_retail_shipments_sop.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/domesticsops/doc/12SUPSHT704_Revised_Quick_Ref_Guide.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/doc/eddm_retail_payment_options_service_%20talk.doc

https://www.usps.com/business/every-door-direct-mail.htm

http://pe.usps.com/notice123_june_24_2012.pdf


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]


.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]

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/SOP%20INTL%20PARCEL%20DELIVERY.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/pos_retail_site.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/manual_retail_site.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/SOP%20GXG%20Retail%20Acceptance%20AIRWAY%20Bill.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/doc/GXG_Label_Requirements_Checklist_082311.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/SOP%20Network%20Updates.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/SOP%20NON%20GXG%20SITES.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/GXG%20On%20Off.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/GXG%20Reference%20Card.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/xls/GXG_Retail_Sites_SEP_09_2011.xls

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/USPS%20Reference%20Card%20FINAL%2011_22_10%20(2).pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/GXG%20Retail%20Acceptance%20Re-mailed.pdf



http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/doc/SOP_EMI-3-14-11.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/doc/SOP_EMI-3-14-11.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/doc/EMI_SOP_Online_V2.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/doc/EMI_SOP_Online_V2.doc

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/SOP%20ONLINE%20EXPRESS%20MAIL%20INTL%20REFUNDS.pdf


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



Registered Mail





International Return Receipt





International Money Order

http://pe.usps.com/text/imm/immc3_022.htm#ep28532


CBPMAN

http://blue.usps.gov/customerservicesoperationsandretail/produc

tsandservices/retailservices/pdf/cbpman_user_guide.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIRetFRESOP802071.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIRetFRBVar80207SOP1.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIRetFRBVar80207SOP1.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIOnlFRBVarSOP802076.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIOnlFRBVarSOP802076.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIOnlFRESOP80207.pdf

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/internationalsops/pdf/PMIOnlFRESOP80207.pdf












http://pe.usps.com/text/imm/immc3_022.htm#ep28532


http://blue.usps.gov/customerservicesoperationsandretail/productsandservices/retailservices/pdf/cbpman_user_guide.pdf

http://blue.usps.gov/customerservicesoperationsandretail/productsandservices/retailservices/pdf/cbpman_user_guide.pdf

Course #10021228


POS ONE Electronic Customs Data Capture

End of Day

Advance Deposit

http://blue.usps.gov/accounting/_pdf/UnitCloseOutCrosswa

lk.pdf

Final Remittance


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/accounting/_pdf/UnitCloseOutCrosswalk.pdf


http://blue.usps.gov/corporate/pac/bulletin/2008/html/pb22244/updt1_006.html

http://blue.usps.gov/corporate/pac/bulletin/2008/html/pb22244/updt1_006.html



http://blue.usps.gov/formmgmt/forms/ps1412.pdf




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


.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


licyandprocedures/home.shtml

Standard Operating Procedures


licyandprocedures/standardoperatingprocedures/standard_o

perating_procedures.shtml?

Service Talks


licyandprocedures/servicetalks/service_talks.shtml?

Perfect Transaction

Perfect Transaction Process Flow [pdf]

http://blue.usps.gov/customerservicesoperationsandretail/home.shtml

http://blue.usps.gov/customerservicesoperationsandretail/home.shtml

https://about.usps.com/postal-bulletin/welcome.htm



http://pe.usps.com/

http://blue.usps.gov/cpim/manuals.htm

http://blue.usps.gov/cpim/ftp/hand/po209/welcome.htm

http://blue.usps.gov/cpim/ftp/hand/f101/welcome.htm

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/home.shtml

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/home.shtml

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/standardoperatingprocedures/standard_operating_procedures.shtml



http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/service_talks.shtml

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/service_talks.shtml

http://blue.usps.gov/customerservicesoperationsandretail/policyandprocedures/servicetalks/domesticservicetalks/pdf/the_perfect_transacation.pdf

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