BARGAINING UNIT QUALIFICATION STANDARD
(2320-0001) SALES AND SERVICES ASSOCIATE
August 15, 2005
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
DESCRIPTION OF WORK:
See the Standard Position Description for the Occupation Code given
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 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
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 must successfully complete Postal Service Test 473, which
includes the following measures of job-related knowledge, skills, and
A. Address Checking
B. Forms Completion
C. Coding & Memory
D. Personal Characteristics and Experience Inventory
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
3. Ability to exercise courtesy and self-control in providing
appropriate customer service to accomplish established goals of the
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
7. Knowledge of postal products and services including appropriate
Postal regulations regarding mail service (e.g., domestic and
international mail requirements, classes of mail).
Individual must be physically able to perform efficiently the duties of
When filled internally, this position usually involves a deferment
period during which the senior bidder must successfully complete the
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
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.