Cintas Study Guide Exam Questions and
Answers 100% Scores
Uniform Rental Product Knowledge - -
- 3 Components of Product Knowledge - -every product or service can be
described through their...
1. Features
2. Advantages
3. Benefits
- Benefits - -a feature is not a benefit unless the customer needs it
- Buying Motives - -1.Convenience
2.Productivity
3.Quality
4.Safety
5.Sanitation/Contamination
6.Identification/Security
7.Image
8.Teamwork and Morale
- Industries we Cover - -1. Food Service
2. HVAC
3. Automotive
4. FRCs
- Food Industry/Automotive (Values) - -1. Image Enhancement
2. Safe Work Enviroment
3. Sanitation & Hygiene
- HVAC Industry - -Company Identification
Improved Cash Flow
Safe Work Environment
Employee Productivity
- Advanced Telephone Techniques - -
- 3 Types of Customer Calls - -1. Request
2. Questions (Routine & Customer Objections)
3. Problems
, - Types of Request - -1. New employee add-ons
2.Employee size changes
3. Increases in product inventories
4. Stop orders for terminated employees
- Types of Routine Questions - -1 When will a new employee's uniforms
arrive?'
2 Clarification on an invoicing credit
- Types of Customer Objections - -1.Billing for employee who is sick
or on vacation
2. Objection to our flat rate billing system
- Types of Problems - -1. Cintas has fallen short of customer expectations—
somewhere in our efforts we have failed to provide clean, functional uniforms
delivered on time.
2. We've failed to educate our customers on our service processes, resulting
in misunderstandings.
- Moments of Truth - -You are in charge of the impression we make on
customers when they call. We refer to these impressions as
- BASE Steps - -Be Prepared
Answer the phone in less than 3 rings
Successful Salutations
Every Customer is a guest
- Successful Saluations - -1. Begin with a pleasant buffer ex: "Good
Morning" or "Good Afternoon"
2. Follow with "Customer Service"
3. Identify yourself ex: "This is Janet"
4. Finally, ask "How may I help you?"
- Putting on Hold - -1. Start by asking, "Are you able to hold?"
2. Wait for the answer
3. If customer is unable to hold, address their situation with competitive
urgency
4. Always apologize for putting a customer on hold when returning on the
line with them
- Open Ended Questions - -1. why 2. what 3. who 4. when 5. where 6. how
- Active Listening - -1Clear your mind of distractions to gain total focus on
what's being said
2• Listen between the lines
3• Summarize what the speaker is saying
Answers 100% Scores
Uniform Rental Product Knowledge - -
- 3 Components of Product Knowledge - -every product or service can be
described through their...
1. Features
2. Advantages
3. Benefits
- Benefits - -a feature is not a benefit unless the customer needs it
- Buying Motives - -1.Convenience
2.Productivity
3.Quality
4.Safety
5.Sanitation/Contamination
6.Identification/Security
7.Image
8.Teamwork and Morale
- Industries we Cover - -1. Food Service
2. HVAC
3. Automotive
4. FRCs
- Food Industry/Automotive (Values) - -1. Image Enhancement
2. Safe Work Enviroment
3. Sanitation & Hygiene
- HVAC Industry - -Company Identification
Improved Cash Flow
Safe Work Environment
Employee Productivity
- Advanced Telephone Techniques - -
- 3 Types of Customer Calls - -1. Request
2. Questions (Routine & Customer Objections)
3. Problems
, - Types of Request - -1. New employee add-ons
2.Employee size changes
3. Increases in product inventories
4. Stop orders for terminated employees
- Types of Routine Questions - -1 When will a new employee's uniforms
arrive?'
2 Clarification on an invoicing credit
- Types of Customer Objections - -1.Billing for employee who is sick
or on vacation
2. Objection to our flat rate billing system
- Types of Problems - -1. Cintas has fallen short of customer expectations—
somewhere in our efforts we have failed to provide clean, functional uniforms
delivered on time.
2. We've failed to educate our customers on our service processes, resulting
in misunderstandings.
- Moments of Truth - -You are in charge of the impression we make on
customers when they call. We refer to these impressions as
- BASE Steps - -Be Prepared
Answer the phone in less than 3 rings
Successful Salutations
Every Customer is a guest
- Successful Saluations - -1. Begin with a pleasant buffer ex: "Good
Morning" or "Good Afternoon"
2. Follow with "Customer Service"
3. Identify yourself ex: "This is Janet"
4. Finally, ask "How may I help you?"
- Putting on Hold - -1. Start by asking, "Are you able to hold?"
2. Wait for the answer
3. If customer is unable to hold, address their situation with competitive
urgency
4. Always apologize for putting a customer on hold when returning on the
line with them
- Open Ended Questions - -1. why 2. what 3. who 4. when 5. where 6. how
- Active Listening - -1Clear your mind of distractions to gain total focus on
what's being said
2• Listen between the lines
3• Summarize what the speaker is saying
