Cintas SSR Certification - Customer Retention Exam Questions and Answers Latest Update 2025
Graded A+
What is the transition of trust? - Answers 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? - Answers 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? - Answers 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? - Answers 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? - Answers Net promoter score/system
What are the three NPS classifications? - Answers 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? - Answers Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes? - Answers Customers want their uniforms/products
They want them clean
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? - Answers 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? - Answers IT's important to not make unreasonable
promises to a customer. When promising to do something, ensure it meets their expectation and then
Graded A+
What is the transition of trust? - Answers 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? - Answers 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? - Answers 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? - Answers 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? - Answers Net promoter score/system
What are the three NPS classifications? - Answers 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? - Answers Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes? - Answers Customers want their uniforms/products
They want them clean
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? - Answers 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? - Answers IT's important to not make unreasonable
promises to a customer. When promising to do something, ensure it meets their expectation and then
