CINTAS SSR CERTIFICATION
PRACTICE EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED
A+
◍ Role Play(Cleaning Quality) -I'm not sure what is going on but the clothes
you have been bringing us the last few weeks look terrible. They still look
dirty. What's going on?.
Answer: •Empathize-I apologize for the cleaning quality and any
inconvenience it has caused. Would you be willing to review the uniforms
being delivered today?•Clarify-Is it one or two employees' (use names if
provided) garments or all of them?•Isolate-Other than the cleaning quality,
are there any other parts of your service that you're concerned
about?•Respond-Mr. Customer, I will take care of this immediately and let
you know what we can do going forward.Note: If, in your opinion, the
garments have been cleaner in the past, suggest you leave a couple sets and
take the others back to be re-cleaned and discuss the issue with the Plant
Manager. Also, ask if there have been any new soils that the garments have
been exposed to.PROACTIVE STEPS1. Make sure that the customer is
educated on the difference between stains and an item being dirty.2. Make
sure that appropriate colors are used for soil level.
◍ Role Play (Buy-Out)-I've been reading over your contract and I'm a little
concerned about this buy-out termination clause..
Answer: •Empathize-I can certainly understand your concern.•Clarify-What
is it about the buy-out clause that has you concerned?•Isolate-Other than the
buy-out clause, is there any other reason that we can't finalize the renewal
today?•Respond-Explain our investment in every new
customer.EXAMPLE: Let me explain. Mr. Customer we make a substantial
, initial investment for each employee we put in uniform. We continue this
substantial investment for each new employee that you ask us to put in
uniforms. All throughout the service time, we put garments in service due to
size changes, wear upgrades, color changes (should that have occurred at
this account), etc. Only a small portion of the weekly rental charge goes
toward the purchase of uniforms. The rest covers the services we provide,
the people we employ, the trucks we use for delivery and the equipment to
process the garments. It takes quite some time to pay for these items when
we are only asking for a small amount each week.NOTE:When necessary,
appeal to the customer's sense of fairness: In your business you are fortunate
to get payment for everything at the time or immediately after you purchase
whatever you provide to your customers. If you made a substantial
investment for a customer and chose to receive a small payment each and
every week, and someone wanted to abruptly stop those payments, you
would expect the payment in full, wouldn't you? That is no different than
what we are asking.
◍ Explain unit delayed vs unit fixed exchange methods.
Answer: Unit fixed: bills fixed amount delivered every serviceUnit delayed:
bills an amount entered into PRC
◍ What is the most common injury on the route? What are ways to avoid this
injury?.
Answer: The Back. Use stretch n' flex to warm up. Use a Cart. Use
SAFELIFT techniques.
◍ Explain how the customer service summary works?.
Answer: Shows the count of soiled garments from the previous week vs
processed /delivered garments for the current week
◍ What steps should you take if a customer has an amount 60 days past due?.
Answer: Begin NCNS procedureAccount is put on holdClean product is not
delivered, and dirty products are picked up until payments have been made
◍ What is the linen LR goal %?.
Answer: 25%
, ◍ Components of SSR pay plan.
Answer: BaseRoute commission (volume based)RenewalsCatalogSales
leadsContestPremium PayReferrals
◍ Uniform Advantage.
Answer: Alternative to paying for lost replacement charges for "destroyed"
or "damaged" garmentsReplace Garments at no additional cost.08-.12 cents
per garmentPremium is .14-20 centsCan opt out at any time
◍ When should you renew a contract with a customer?.
Answer: Early and often.
◍ What is the Net Billings goal %?.
Answer: 98%
◍ How soon should you renew a customer?.
Answer: 12-18 months prior or when a new investment is made into their
account
◍ What are the main areas of the production flow?.
Answer: Soil room/Wash Room, shakeout/hanging area, repairs, sorts, wrap
out, stockroom, loading
◍ How can you increase chances of customers staying with Cintas?.
Answer: Offer additional products / diversify
◍ What are net billings? (SHB, pg71).
Answer: The percentage of actual invoiced billings vs. gross billings
◍ What is our Principle Objective?.
Answer: We will exceed our customers' expectations to maximize the
long-term value of Cintas for its shareholders and working partners.
◍ On site at a customer, who has the authority to renew a contract?.
Answer: A contract must be renewed by a DM (Decision Maker).
◍ Tell me all the products that you have access to provide a customer for their
restroom?.
PRACTICE EXAMINATION 2026
QUESTIONS WITH ANSWERS GRADED
A+
◍ Role Play(Cleaning Quality) -I'm not sure what is going on but the clothes
you have been bringing us the last few weeks look terrible. They still look
dirty. What's going on?.
Answer: •Empathize-I apologize for the cleaning quality and any
inconvenience it has caused. Would you be willing to review the uniforms
being delivered today?•Clarify-Is it one or two employees' (use names if
provided) garments or all of them?•Isolate-Other than the cleaning quality,
are there any other parts of your service that you're concerned
about?•Respond-Mr. Customer, I will take care of this immediately and let
you know what we can do going forward.Note: If, in your opinion, the
garments have been cleaner in the past, suggest you leave a couple sets and
take the others back to be re-cleaned and discuss the issue with the Plant
Manager. Also, ask if there have been any new soils that the garments have
been exposed to.PROACTIVE STEPS1. Make sure that the customer is
educated on the difference between stains and an item being dirty.2. Make
sure that appropriate colors are used for soil level.
◍ Role Play (Buy-Out)-I've been reading over your contract and I'm a little
concerned about this buy-out termination clause..
Answer: •Empathize-I can certainly understand your concern.•Clarify-What
is it about the buy-out clause that has you concerned?•Isolate-Other than the
buy-out clause, is there any other reason that we can't finalize the renewal
today?•Respond-Explain our investment in every new
customer.EXAMPLE: Let me explain. Mr. Customer we make a substantial
, initial investment for each employee we put in uniform. We continue this
substantial investment for each new employee that you ask us to put in
uniforms. All throughout the service time, we put garments in service due to
size changes, wear upgrades, color changes (should that have occurred at
this account), etc. Only a small portion of the weekly rental charge goes
toward the purchase of uniforms. The rest covers the services we provide,
the people we employ, the trucks we use for delivery and the equipment to
process the garments. It takes quite some time to pay for these items when
we are only asking for a small amount each week.NOTE:When necessary,
appeal to the customer's sense of fairness: In your business you are fortunate
to get payment for everything at the time or immediately after you purchase
whatever you provide to your customers. If you made a substantial
investment for a customer and chose to receive a small payment each and
every week, and someone wanted to abruptly stop those payments, you
would expect the payment in full, wouldn't you? That is no different than
what we are asking.
◍ Explain unit delayed vs unit fixed exchange methods.
Answer: Unit fixed: bills fixed amount delivered every serviceUnit delayed:
bills an amount entered into PRC
◍ What is the most common injury on the route? What are ways to avoid this
injury?.
Answer: The Back. Use stretch n' flex to warm up. Use a Cart. Use
SAFELIFT techniques.
◍ Explain how the customer service summary works?.
Answer: Shows the count of soiled garments from the previous week vs
processed /delivered garments for the current week
◍ What steps should you take if a customer has an amount 60 days past due?.
Answer: Begin NCNS procedureAccount is put on holdClean product is not
delivered, and dirty products are picked up until payments have been made
◍ What is the linen LR goal %?.
Answer: 25%
, ◍ Components of SSR pay plan.
Answer: BaseRoute commission (volume based)RenewalsCatalogSales
leadsContestPremium PayReferrals
◍ Uniform Advantage.
Answer: Alternative to paying for lost replacement charges for "destroyed"
or "damaged" garmentsReplace Garments at no additional cost.08-.12 cents
per garmentPremium is .14-20 centsCan opt out at any time
◍ When should you renew a contract with a customer?.
Answer: Early and often.
◍ What is the Net Billings goal %?.
Answer: 98%
◍ How soon should you renew a customer?.
Answer: 12-18 months prior or when a new investment is made into their
account
◍ What are the main areas of the production flow?.
Answer: Soil room/Wash Room, shakeout/hanging area, repairs, sorts, wrap
out, stockroom, loading
◍ How can you increase chances of customers staying with Cintas?.
Answer: Offer additional products / diversify
◍ What are net billings? (SHB, pg71).
Answer: The percentage of actual invoiced billings vs. gross billings
◍ What is our Principle Objective?.
Answer: We will exceed our customers' expectations to maximize the
long-term value of Cintas for its shareholders and working partners.
◍ On site at a customer, who has the authority to renew a contract?.
Answer: A contract must be renewed by a DM (Decision Maker).
◍ Tell me all the products that you have access to provide a customer for their
restroom?.
