©BRIGHTSTARS EXAM SOLUTIONS
10/22/2024 12:14 PM
Cintas SSR Certification - Customer
Retention. Exam Questions and Answers
100% Pass
What is the transition of trust? - answer✔The SSR and sales rep are present during the first
service of the account and have the responsibility of ensuring the customer's needs are met
when transferred from the sales rep to the SSR
What are the main actions of the customer coaching portion of the Onboarding process? -
answer✔SSR reviews the invoice and turn-in history with the contact to ensure the customer is
maximizing the value of the program while also building trust in Cintas' processes
ROLE PLAY - What is this service charge on the invoice? - answer✔The service charge consists of
everything that goes into servicing your account, it takes into account factors such as
maintaining our trucks, gas, the time it takes to service your account, my salary, and so on
Why is our market reputation so important? - answer✔WOM - Customer tells 11 people when
they have a problem or bad experience. This is known as the 11 to 3 phenomenon
What does NPS stand for? - answer✔Net promoter score/system
What are the three NPS classifications? - answer✔Promoters - Likely to recommend Survey
Score of 9 or 10
Passives - Likely to Recommend Survey score of 7 or 8
Detractors - Survey Score of 6 or less
How do you calculate your NPS? - answer✔Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes? - answer✔Customers want their
uniforms/products
They want them clean
, ©BRIGHTSTARS EXAM SOLUTIONS
10/22/2024 12:14 PM
They want them functional and in the correct number
They want to like and depend on their service provider
What are four main components of creating raving fans? - answer✔Customers that love doing
business with Cintas
Stay with Cintas
Grow their business with Cintas
And recommend Cintas to other businesses
What is the under-promise over-deliver theory? - answer✔IT's important to not make
unreasonable promises to a customer. When promising to do something, ensure it meets their
expectation and then work with competitive urgency to deliver on your promise before and
with a higher level of thoroughness and professionalism than what they were expecting.
Give an example of taking seconds that count for TruCount - answer✔
Give an example of taking seconds that count for Uniform Advantage - answer✔
Give an Example of taking seconds that count for Prep and Emblem Advantage - answer✔
Give an example of taking seconds that count for a proactive repair or upgrade (uniform or logo
mat) - answer✔
Explain how the repair bag process works - answer✔Customer will put garment in orange repair
bag and identify using the options on the front of the bag what kind of service is needed. i.e..
Repair, upgrade, replacement, size change
SSR will identify needed repair or order replacement in PRC
Who is ultimately responsible for the quality of the appearance and upgrading of the garments?
- answer✔SSR
What does CRF stand for? - answer✔Customer Request Form
Go through the process for checking in with customer service - answer✔Look at the Due
Today/Tomorrow/Past Due list of CRF's
Look for any new CRF's
Resolve and close CRF's due
10/22/2024 12:14 PM
Cintas SSR Certification - Customer
Retention. Exam Questions and Answers
100% Pass
What is the transition of trust? - answer✔The SSR and sales rep are present during the first
service of the account and have the responsibility of ensuring the customer's needs are met
when transferred from the sales rep to the SSR
What are the main actions of the customer coaching portion of the Onboarding process? -
answer✔SSR reviews the invoice and turn-in history with the contact to ensure the customer is
maximizing the value of the program while also building trust in Cintas' processes
ROLE PLAY - What is this service charge on the invoice? - answer✔The service charge consists of
everything that goes into servicing your account, it takes into account factors such as
maintaining our trucks, gas, the time it takes to service your account, my salary, and so on
Why is our market reputation so important? - answer✔WOM - Customer tells 11 people when
they have a problem or bad experience. This is known as the 11 to 3 phenomenon
What does NPS stand for? - answer✔Net promoter score/system
What are the three NPS classifications? - answer✔Promoters - Likely to recommend Survey
Score of 9 or 10
Passives - Likely to Recommend Survey score of 7 or 8
Detractors - Survey Score of 6 or less
How do you calculate your NPS? - answer✔Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes? - answer✔Customers want their
uniforms/products
They want them clean
, ©BRIGHTSTARS EXAM SOLUTIONS
10/22/2024 12:14 PM
They want them functional and in the correct number
They want to like and depend on their service provider
What are four main components of creating raving fans? - answer✔Customers that love doing
business with Cintas
Stay with Cintas
Grow their business with Cintas
And recommend Cintas to other businesses
What is the under-promise over-deliver theory? - answer✔IT's important to not make
unreasonable promises to a customer. When promising to do something, ensure it meets their
expectation and then work with competitive urgency to deliver on your promise before and
with a higher level of thoroughness and professionalism than what they were expecting.
Give an example of taking seconds that count for TruCount - answer✔
Give an example of taking seconds that count for Uniform Advantage - answer✔
Give an Example of taking seconds that count for Prep and Emblem Advantage - answer✔
Give an example of taking seconds that count for a proactive repair or upgrade (uniform or logo
mat) - answer✔
Explain how the repair bag process works - answer✔Customer will put garment in orange repair
bag and identify using the options on the front of the bag what kind of service is needed. i.e..
Repair, upgrade, replacement, size change
SSR will identify needed repair or order replacement in PRC
Who is ultimately responsible for the quality of the appearance and upgrading of the garments?
- answer✔SSR
What does CRF stand for? - answer✔Customer Request Form
Go through the process for checking in with customer service - answer✔Look at the Due
Today/Tomorrow/Past Due list of CRF's
Look for any new CRF's
Resolve and close CRF's due
