Cintas Management Trainee Oral
Certification (Service) Exam Questions
And Answers
What do we know about customers who are Promoters? -
correct answer ✅They improve growth through add-ons, cross-
sell, and by providing references. They energize partners because
they see them as more than just a driver or vendor. And they cost
less to service because they complain less frequently.
What makes NPS different from other customer loyalty
measurement systems? -
correct answer ✅NPS companies act on what they learn through
the "closed loop" system of responding to customer feedback. The
focus is not on the score.
What do we know about customers who are passives? -
correct answer ✅They make fewer referrals, they're more likely to
defect and they grow more minimally than Promoters.
What do we know about customers that are detractors? -
correct answer ✅They're not happy with us, they bad mouth
Cintas to their friends and colleagues. If they can't switch they
make nuisances of themselves and they demotivate and demoralize
our partners.
, Cintas Management Trainee Oral
Certification (Service) Exam Questions
And Answers
Describe your location's NPS game plan? -
correct answer ✅-Do not take for granted Promoters, keep adding
value and developing relationship. Renew, cross sell, etc
-Take seconds that count with the passives, work to turn them into
promoters
-Work to save relationship with detractors, turn them into passives
How are you ensuring that each of your partners understands
his/her role in creating loyal customers? -
correct answer ✅I share NPS feedback with my partners, ask them
to help me to get to the root cause of the problems and solve the
problems for the customer, ensuring they feel a part of the process
and take ownership. My team talks about how the job they do
impacts the customer's experience with Cintas.
Explain an effective goodwill program. -
correct answer ✅Proactive systematic, proactive communications
with customers designed to 1.) Follow up on the rational
expectations of service. 2.) Build emotional connections. 3.)
Position our uniqueness as program requirements. 4.) Leverage
Certification (Service) Exam Questions
And Answers
What do we know about customers who are Promoters? -
correct answer ✅They improve growth through add-ons, cross-
sell, and by providing references. They energize partners because
they see them as more than just a driver or vendor. And they cost
less to service because they complain less frequently.
What makes NPS different from other customer loyalty
measurement systems? -
correct answer ✅NPS companies act on what they learn through
the "closed loop" system of responding to customer feedback. The
focus is not on the score.
What do we know about customers who are passives? -
correct answer ✅They make fewer referrals, they're more likely to
defect and they grow more minimally than Promoters.
What do we know about customers that are detractors? -
correct answer ✅They're not happy with us, they bad mouth
Cintas to their friends and colleagues. If they can't switch they
make nuisances of themselves and they demotivate and demoralize
our partners.
, Cintas Management Trainee Oral
Certification (Service) Exam Questions
And Answers
Describe your location's NPS game plan? -
correct answer ✅-Do not take for granted Promoters, keep adding
value and developing relationship. Renew, cross sell, etc
-Take seconds that count with the passives, work to turn them into
promoters
-Work to save relationship with detractors, turn them into passives
How are you ensuring that each of your partners understands
his/her role in creating loyal customers? -
correct answer ✅I share NPS feedback with my partners, ask them
to help me to get to the root cause of the problems and solve the
problems for the customer, ensuring they feel a part of the process
and take ownership. My team talks about how the job they do
impacts the customer's experience with Cintas.
Explain an effective goodwill program. -
correct answer ✅Proactive systematic, proactive communications
with customers designed to 1.) Follow up on the rational
expectations of service. 2.) Build emotional connections. 3.)
Position our uniqueness as program requirements. 4.) Leverage
