CINTAS SSR CERTIFICATION -
CUSTOMER RETENTION/37
QUESTIONS AND ANSWERS (A+)
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
Quiz :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
Quiz :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
Quiz :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
Quiz :What does NPS stand for? - √Answer :Net
promoter score/system
, Quiz :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
Quiz :How do you calculate your NPS? -
√Answer :Promoters minus detractors divided by total
surveys
Quiz :What are the four Service Quality Absolutes? -
√Answer :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
Quiz :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
Quiz :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.
Quiz :Give an example of taking seconds that count for
TruCount - √Answer :
CUSTOMER RETENTION/37
QUESTIONS AND ANSWERS (A+)
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
Quiz :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
Quiz :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
Quiz :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
Quiz :What does NPS stand for? - √Answer :Net
promoter score/system
, Quiz :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
Quiz :How do you calculate your NPS? -
√Answer :Promoters minus detractors divided by total
surveys
Quiz :What are the four Service Quality Absolutes? -
√Answer :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
Quiz :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
Quiz :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.
Quiz :Give an example of taking seconds that count for
TruCount - √Answer :
