Cintas SSR Certification - Customer Retention
Comprehensive Resource To Help You Ace 2026-2027
Exams Includes Frequently Tested Questions With
ELABORATED 100% Correct COMPLETE SOLUTIONS
Guaranteed Pass First Attempt!! Current Update!!
Instant Download Pdf
1. What does NPS stand for?
A. Net Performance System
B. Net Promotion Scale
C. Net Promoter Score/System
D. New Product Survey
Correct Answer: C. Net Promoter Score/System
2. Which NPS classification includes customers who give a survey score of 9 or
10?
A. Detractors
B. Passives
C. Promoters
D. Supporters
Correct Answer: C. Promoters
3. Which NPS classification includes customers who give a survey score of 7 or 8?
A. Promoters
B. Passives
C. Detractors
D. Advocates
, Correct Answer: B. Passives
4. Customers who give a survey score of 6 or lower are classified as:
A. Passives
B. Promoters
C. Detractors
D. Supporters
Correct Answer: C. Detractors
5. How is Net Promoter Score (NPS) calculated?
A. Promoters ÷ Passives × 100
B. Total Surveys ÷ Detractors
C. Promoters − Detractors ÷ Total Surveys
D. Passives − Promoters ÷ Total Surveys
Correct Answer: C. Promoters − Detractors ÷ Total Surveys
6. Which of the following is one of the Four Service Quality Absolutes?
A. Lowest prices in the market
B. Customers want their uniforms/products
C. Free replacements for all products
D. Same-day service
Correct Answer: B. Customers want their uniforms/products
7. Customers expect their uniforms and products to be:
A. New every week
B. Clean
C. Discounted
D. Customized
, Correct Answer: B. Clean
8. Customers want their uniforms and products to be:
A. Functional and delivered in the correct quantity
B. Replaced monthly
C. Imported
D. Individually packaged
Correct Answer: A. Functional and delivered in the correct quantity
9. The fourth Service Quality Absolute states that customers want to:
A. Negotiate pricing weekly
B. Like and depend on their service provider
C. Purchase rather than rent
D. Receive free upgrades
Correct Answer: B. Like and depend on their service provider
10. Which of the following is NOT one of the four components of Creating
Raving Fans?
A. Customers stay with Cintas
B. Customers grow their business with Cintas
C. Customers love doing business with Cintas
D. Customers receive free uniforms forever
Correct Answer: D. Customers receive free uniforms forever
11. A customer who actively recommends Cintas to other businesses is
considered a:
A. Passive customer
B. Raving Fan
, C. Detractor
D. Competitor
Correct Answer: B. Raving Fan
12. What is the purpose of the "Under-Promise, Over-Deliver" theory?
A. Promise everything the customer requests
B. Set realistic expectations and exceed them whenever possible
C. Avoid making commitments to customers
D. Delay service until requested again
Correct Answer: B. Set realistic expectations and exceed them whenever
possible
13. Under the "Under-Promise, Over-Deliver" philosophy, employees should:
A. Deliver exactly what was promised and no more
B. Promise more than they can provide
C. Work with competitive urgency to exceed customer expectations
D. Avoid making commitments to customers
Correct Answer: C. Work with competitive urgency to exceed customer
expectations
14. How does the repair bag process work?
A. Garments are discarded immediately
B. Customers place garments in an orange repair bag and indicate the service
required
C. Repairs are requested only through customer service
D. Repairs are automatically completed without identification
Correct Answer: B. Customers place garments in an orange repair bag and
indicate the service required
Comprehensive Resource To Help You Ace 2026-2027
Exams Includes Frequently Tested Questions With
ELABORATED 100% Correct COMPLETE SOLUTIONS
Guaranteed Pass First Attempt!! Current Update!!
Instant Download Pdf
1. What does NPS stand for?
A. Net Performance System
B. Net Promotion Scale
C. Net Promoter Score/System
D. New Product Survey
Correct Answer: C. Net Promoter Score/System
2. Which NPS classification includes customers who give a survey score of 9 or
10?
A. Detractors
B. Passives
C. Promoters
D. Supporters
Correct Answer: C. Promoters
3. Which NPS classification includes customers who give a survey score of 7 or 8?
A. Promoters
B. Passives
C. Detractors
D. Advocates
, Correct Answer: B. Passives
4. Customers who give a survey score of 6 or lower are classified as:
A. Passives
B. Promoters
C. Detractors
D. Supporters
Correct Answer: C. Detractors
5. How is Net Promoter Score (NPS) calculated?
A. Promoters ÷ Passives × 100
B. Total Surveys ÷ Detractors
C. Promoters − Detractors ÷ Total Surveys
D. Passives − Promoters ÷ Total Surveys
Correct Answer: C. Promoters − Detractors ÷ Total Surveys
6. Which of the following is one of the Four Service Quality Absolutes?
A. Lowest prices in the market
B. Customers want their uniforms/products
C. Free replacements for all products
D. Same-day service
Correct Answer: B. Customers want their uniforms/products
7. Customers expect their uniforms and products to be:
A. New every week
B. Clean
C. Discounted
D. Customized
, Correct Answer: B. Clean
8. Customers want their uniforms and products to be:
A. Functional and delivered in the correct quantity
B. Replaced monthly
C. Imported
D. Individually packaged
Correct Answer: A. Functional and delivered in the correct quantity
9. The fourth Service Quality Absolute states that customers want to:
A. Negotiate pricing weekly
B. Like and depend on their service provider
C. Purchase rather than rent
D. Receive free upgrades
Correct Answer: B. Like and depend on their service provider
10. Which of the following is NOT one of the four components of Creating
Raving Fans?
A. Customers stay with Cintas
B. Customers grow their business with Cintas
C. Customers love doing business with Cintas
D. Customers receive free uniforms forever
Correct Answer: D. Customers receive free uniforms forever
11. A customer who actively recommends Cintas to other businesses is
considered a:
A. Passive customer
B. Raving Fan
, C. Detractor
D. Competitor
Correct Answer: B. Raving Fan
12. What is the purpose of the "Under-Promise, Over-Deliver" theory?
A. Promise everything the customer requests
B. Set realistic expectations and exceed them whenever possible
C. Avoid making commitments to customers
D. Delay service until requested again
Correct Answer: B. Set realistic expectations and exceed them whenever
possible
13. Under the "Under-Promise, Over-Deliver" philosophy, employees should:
A. Deliver exactly what was promised and no more
B. Promise more than they can provide
C. Work with competitive urgency to exceed customer expectations
D. Avoid making commitments to customers
Correct Answer: C. Work with competitive urgency to exceed customer
expectations
14. How does the repair bag process work?
A. Garments are discarded immediately
B. Customers place garments in an orange repair bag and indicate the service
required
C. Repairs are requested only through customer service
D. Repairs are automatically completed without identification
Correct Answer: B. Customers place garments in an orange repair bag and
indicate the service required
