Exam (elaborations)
CINTAS SSR CERTIFICATION - CUSTOMER RETENTION/37 QUESTIONS AND ANSWERS (A+)
- Course
- Institution
CINTAS SSR CERTIFICATION - CUSTOMER RETENTION/37 QUESTIONS AND ANSWERS (A+)
[Show more]
Seller
Follow
HELLENAH
Reviews received
Content preview
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 :
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller HELLENAH. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $7.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
77254 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now