Exam (elaborations)
Cintas SSR Certification - Customer Retention Part 2 – Q&A
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Cintas SSR Certification - Customer Retention Part 2 – Q&A
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Cintas SSR Certification - Customer Retention Part 2 – Q&AWhat is the transition of trust? Correct Ans - 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? Correct Ans - 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? Correct Ans - 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? Correct Ans - 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? Correct Ans - Net promoter score/system
What are the three NPS classifications? Correct Ans - 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? Correct Ans - Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes? Correct Ans - 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? Correct Ans - 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? Correct Ans - 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 Correct Ans - Give an example of taking seconds that count for Uniform Advantage Correct Ans - Give an Example of taking seconds that count for Prep and Emblem Advantage
Correct Ans - Give an example of taking seconds that count for a proactive repair or upgrade
(uniform or logo mat) Correct Ans - Explain how the repair bag process works Correct Ans - 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? Correct Ans - SSR
What does CRF stand for? Correct Ans - Customer Request Form
Go through the process for checking in with customer service Correct Ans - Look at the Due Today/Tomorrow/Past Due list of CRF's
Look for any new CRF's Resolve and close CRF's due
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