Cintas SSR Certification - Customer Retention Questions and Answers (100% Pass)
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Course
CINTAS
Institution
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
O...
✓ 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?
✓ Net promoter score/system
What are the three NPS classifications?
✓ 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?
✓ Promoters minus detractors divided by total surveys
What are the four Service Quality Absolutes?
✓ 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
Master01 | October, 2024/2025 | Latest update
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