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Cintas SSR Certification Exam - Customer Retention | Questions with Correct Verified Answers
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Cintas SSR Certification Exam - Customer Retention | Questions with Correct Verified Answers
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Cintas SSR Certification Exam - CustomerRetention | Questions with Correct Verified
Answers
Who are the good competitors in our market and why? - ✔✔Unifirst - Most like Cintas
Who are the poor competitors and why? - ✔✔Prudential, Aramark, Alsco - Competes on
price, quality, and often no local processing
ROLE PLAY - Unifirst said they are just like Cintas, but half the price - ✔✔Don't bash the
competition
What should you do if a customer tells you they want to quit and to pick up your products? -
✔✔Do not remove the items
Use ECIR to determine the reasons behind the customer wanting to quit
If this process fails then tell the customer you will review their service agreement when you get
back to the location and call them within 24 hours
ROLE PLAY - I am going to cancel service with you because we've had so many problems and no
one seems to care
Objection #1 - Shortages - ✔✔We usually get bulk shortages the same week. If there's an
issue we won't charge you
Objection #2 - Unexplained Charges - ✔✔Which charges are you talking about? ECIR
Objection #3 - Worn out Uniforms - ✔✔Uniform advantage
, ROLE PLAY - Where are my logo mats? I am tired of getting this plain brown mat. -
✔✔Because it's been missing I'll go ahead and order one for you. You can expect it in roughly
4 weeks. Every week it's not there I'll credit you the difference between that and a regular mat
List the Mountain Group's Big 4 KPI's and explain how each metric contributes to the overall
success of Cintas and your role in executing on the Big 4 - ✔✔Net Billings - Customers expect
accurate invoicing. Cintas, its shareholders and working partners should be paid for the
products and services they provide. SSR must deliver what is on the invoice and never deliver
what is not on the invoice.
TruCount Return Rate/Route Scanning -Cintas is the only company that scans garments onsite
so the customers can trust that Cintas is keeping track of what we pick up and what we return
next week. Every time, the SSR must scan every garment, print the receipt, proactively explain
self-shorters to the customers, delivering service summary reports, and taking credit for 100%
return each week
CRF - Customers understand that while we may not be perfect everytime, Cintas has
management systems in place to ensure that we respond timely to their concerns and keep our
promises. The SSR must respond to CRFs within 24 hours and resolve by the due date.
At Risk - Current service agreements protects our investment and re-investments into a
customer's program while giving the customer peace of mind knowing that we are also bound
by terms that protect them like service guarantee and right to refuse a price increase. The SSR
must maintain and build rational and emotional trust to secure the renewal. Be ready at all
times to ask for the renewal and overcome objections to signing even in competitive situations
and when adding new products or departments *Rational Trust and uniqueness of Cintas*
What is the transition of trust? - ✔✔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? -
✔✔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
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