CINTAS SSR STUDY GUIDE UPDATED QUESTIONS AND
ANSWERS GRADED A+
✔✔What are the fundamental areas to increase business on your route? - ✔✔•Sales
Leads
•Adds vs. Stops
•Reducing Lost Business
•Price Increases
•Catalog Sales
•New Product Offerings
✔✔Using the "I noticed" technique sell the following products... - ✔✔•Mats
•Air Fresheners
•Jackets
✔✔Explain the following LR Categories -What products are included in each? How can
you affect them on route? - ✔✔Be able to explain:
•Shop Towel LRs
•Dust LRs
•Linen LRs
✔✔What is emotional trust and how is it developed?(SHB, pg112) - ✔✔•A customer
likes and depends on the SSR and Service Team
✔✔What is rational trust and how is it developed?(SHB, pg112) - ✔✔•Cintas is holding
up our end of the agreement. All products are clean, functional and delivered on time.
✔✔What are the best ways to proactively affect your score? - ✔✔•Seconds that Count
•ECIR
•Consistent service
•Develop Emotional Trust
•Develop Rational Trust
✔✔Why is our market reputation and brand so important? - ✔✔•Word of mouth.
Customer tells 11 people when they have a problem or bad experience, but only tell 3
when they have a good experience. This is known as the 11 to 3 phenomena.
✔✔What is the length of a standard agreement at Cintas? - ✔✔•60 Months
✔✔Why don't we wait until the end of term to renew? - ✔✔•Avoid Competitive situations
that may require decreases in price
✔✔How soon should you renew a customer? - ✔✔You can renew a customer any time -
especially if we make an additional investment in their account; 12-18 months prior to
renewal date
, ✔✔What is our service guarantee? - ✔✔•Paragraph 10 on the back of the service
agreement
•Cintas guarantees to deliver the highest quality textile rental service at all time. Any
complaints about the quality of the service which have not been resolved in the normal
course of business must be sent by registered letter to the company's General
Manager.
•If Cintas then fails to resolve any material complaint in a reasonable period of time,
Customer may terminate this agreement provided all rental items are paid for at the
then current replacement values or returned to company in good and usable condition.
✔✔What is the most important thing to remember for all role plays? - ✔✔ECIR
Empathize
Clarify
Isolate
Resolve/Respond
✔✔Role Play (Late Add-Ons): You promised me last week that uniforms for my new
employee would be here today and I don't see them. - ✔✔•Empathize-I'm sorry that the
uniforms aren't in yet.
•Clarify-Who the garments are for? What types / sizes of garments were ordered? If
there are barcodes in the Barcode History and verify that the order went through
•Isolate
•Respond-Let me see if I can find out what is causing the delay and see if I can get
them out here prior to next week's delivery.
Note: If possible, contact the plant directly to see if they have the add-on prepared and
get to the contact to let him / her know when it will be delivered.
PROACTIVE STEPS -what are some ways to prevent this conversation from
happening?
1.When issues arise, own the issue. Don't blame Cintas.
✔✔Role Play (Incorrect Fit) -Our new employee received his uniforms last week and the
pants are too tight and too short. Can you get him some pants that fit, please? -
✔✔•Empathize-I apologize that the garments didn't fit and for any inconvenience it may
have caused.
•Clarify-Is it just (employee's name) garments that didn't fit?
•Isolate -Beyond (employee's name) garments, do you have any concerns with any
other part of your service?
•Respond-I am happy to get him proper fitting uniforms. I will try to get the correct sized
garments delivered prior to my next delivery. May I speak to your employee to discuss
the size change that may be needed ?
PROACTIVE STEPS
1. Measure and use sizing samples for all add-ons.
ANSWERS GRADED A+
✔✔What are the fundamental areas to increase business on your route? - ✔✔•Sales
Leads
•Adds vs. Stops
•Reducing Lost Business
•Price Increases
•Catalog Sales
•New Product Offerings
✔✔Using the "I noticed" technique sell the following products... - ✔✔•Mats
•Air Fresheners
•Jackets
✔✔Explain the following LR Categories -What products are included in each? How can
you affect them on route? - ✔✔Be able to explain:
•Shop Towel LRs
•Dust LRs
•Linen LRs
✔✔What is emotional trust and how is it developed?(SHB, pg112) - ✔✔•A customer
likes and depends on the SSR and Service Team
✔✔What is rational trust and how is it developed?(SHB, pg112) - ✔✔•Cintas is holding
up our end of the agreement. All products are clean, functional and delivered on time.
✔✔What are the best ways to proactively affect your score? - ✔✔•Seconds that Count
•ECIR
•Consistent service
•Develop Emotional Trust
•Develop Rational Trust
✔✔Why is our market reputation and brand so important? - ✔✔•Word of mouth.
Customer tells 11 people when they have a problem or bad experience, but only tell 3
when they have a good experience. This is known as the 11 to 3 phenomena.
✔✔What is the length of a standard agreement at Cintas? - ✔✔•60 Months
✔✔Why don't we wait until the end of term to renew? - ✔✔•Avoid Competitive situations
that may require decreases in price
✔✔How soon should you renew a customer? - ✔✔You can renew a customer any time -
especially if we make an additional investment in their account; 12-18 months prior to
renewal date
, ✔✔What is our service guarantee? - ✔✔•Paragraph 10 on the back of the service
agreement
•Cintas guarantees to deliver the highest quality textile rental service at all time. Any
complaints about the quality of the service which have not been resolved in the normal
course of business must be sent by registered letter to the company's General
Manager.
•If Cintas then fails to resolve any material complaint in a reasonable period of time,
Customer may terminate this agreement provided all rental items are paid for at the
then current replacement values or returned to company in good and usable condition.
✔✔What is the most important thing to remember for all role plays? - ✔✔ECIR
Empathize
Clarify
Isolate
Resolve/Respond
✔✔Role Play (Late Add-Ons): You promised me last week that uniforms for my new
employee would be here today and I don't see them. - ✔✔•Empathize-I'm sorry that the
uniforms aren't in yet.
•Clarify-Who the garments are for? What types / sizes of garments were ordered? If
there are barcodes in the Barcode History and verify that the order went through
•Isolate
•Respond-Let me see if I can find out what is causing the delay and see if I can get
them out here prior to next week's delivery.
Note: If possible, contact the plant directly to see if they have the add-on prepared and
get to the contact to let him / her know when it will be delivered.
PROACTIVE STEPS -what are some ways to prevent this conversation from
happening?
1.When issues arise, own the issue. Don't blame Cintas.
✔✔Role Play (Incorrect Fit) -Our new employee received his uniforms last week and the
pants are too tight and too short. Can you get him some pants that fit, please? -
✔✔•Empathize-I apologize that the garments didn't fit and for any inconvenience it may
have caused.
•Clarify-Is it just (employee's name) garments that didn't fit?
•Isolate -Beyond (employee's name) garments, do you have any concerns with any
other part of your service?
•Respond-I am happy to get him proper fitting uniforms. I will try to get the correct sized
garments delivered prior to my next delivery. May I speak to your employee to discuss
the size change that may be needed ?
PROACTIVE STEPS
1. Measure and use sizing samples for all add-ons.
