Qualification Standards
Position Description
List of Positions U.S.Postal Service

DOCUMENT DATE: March 16, 2019
Performs a variety of tasks to support sales of products and services. Maintains professional and effective public relations with customers and others requiring familiarity with postal laws, regulations, and current procedures.
See the Standard Position Description for the Occupation Code given above.
421 SALES AND SERVICES (V3.9) - Essential Scale: Yes/No_Qualification Proficiency: Yes Computer Based Exam
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 the KSAs listed below. In certain circumstances, applicants may demonstrate these levels by describing examples of experience, education, or training, any of which may be non- postal. Failure to demonstrate any KSA is disqualifying.
1. Ability to work and deal with people sufficient to work cooperatively and interact positively with customers, co-workers, as well as respond 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 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.
Individuals who qualify and are selected under this standard will be required to complete prescribed training satisfactorily to demonstrate, through testing and/or practical demonstration, possession of each of the knowledge, skills and abilities covered at the level required for the job. Failure to demonstrate any KSA is disqualifying. The following KSAs are covered by this prescribed training:
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 exercise courtesy and self-control in providing appropriate customer service to accomplish established goals of the functional area. 4. 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. 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).
Applicants must successfully complete the Virtual Entry Assessment CS (477).
Individual must be physically able to perform efficiently the duties of the position.
When filled internally, this position usually involves a deferment period during which the senior bidder must successfully complete the prescribed training.
Sales and Services Associates must work an assigned tour and days of work. Sales and Services Associates must follow Postal Service policies and procedures for personal conduct at work, including adhering to rules and regulations.
Sales and Services Associates are required to provide service to the public. They must maintain a neat and professional appearance in such interactions, including wearing a uniform and name tag when required.

Doc Date: 03/16/2019   Occ Code: 2320-0001