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82 Cards in this Set
- Front
- Back
What are typical fs buying motive |
Image and appearance ,soil protection,satitation, safety,minimize management involment, trap moisture,comfort under foot |
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Why do companies buy uniforms |
Light soil & wear conditions, uniform needs are high customised,aren't available for pickup up,very low employees return |
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Why do companies rent fs products |
Large offering,control house keeping cost,convenient, promote a healthy environment |
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What does C.R.F stand for? |
Customer request form |
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How many times can u prior service an acct with GM approval? |
2 |
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When should u first start discussing AR with a customer |
At 30 days |
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Which one of the following is not typically a facility service customer buying motive? |
Fire protection |
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How often must u complete a smith driving training refresher training? |
Quarterly |
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Which of the following is not a main component of creating a Raving fan? |
Custo.ers who say the are" very Satisfied "and "Definitely Recommend "cintas |
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If a customer's pays by check, what information is put on the check? |
Rt# and day, customer#,invoice# |
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Who's is the group vice present? |
Micheal Hicks |
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Who's is the territory Senior Vice President? |
Bill Cronin |
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Who's is the HR director. |
Jon Meyers |
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Who is the president and COO? |
Phillip Holloman |
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Who is the CEO? |
Scott Farmer |
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Who is the sales manager? |
Jacob Javis |
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Who is the REgional sales VP? |
Anthony Bandura |
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Who is the senior vice president of sales? |
Jim Rozakis |
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Who is the plant manager |
Greg samora |
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Who is the stock room supervisor? |
Amanda Lopez |
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Who is the second shift supervisor? |
Julius ventura |
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Who is on the service support team? |
Service managers,service supervisor,customer service,check in |
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What is the Principal Objective? |
We will exceed our customers Expectations by maximizing the long-term value of Cintas for its shareholders and working partners |
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What are the elements of our corporate character? |
Professional, thorough, high principles and moral values, high standards & performance, spartan approach, enthusiastic, competitive urgency, positive discontent |
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What are typical uniforms customer buying motive? |
Security,safety,image,sanitation,easy to do business with, soil protection |
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Explain how the review process works at cintas? |
Partners receive a review every 6 months for 2 years with the same supervisor or manager after two years and they are annual |
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What is Cintas open communication process? |
Partners are encouraged to discuss any issues with their supervisor if not resolved seek out the supervisors manager and then HR the location Safety Committee and then the GM if not resolved call Cintas hotline |
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Why do companies rent uniforms? |
Rental company can remove soilbetter, add or stop with little or no cost, replacement for normal wear and tear, size change at little or no cost, cost effective at high turnover situation, government required |
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Why is out Market replication so important |
Word of Mouth customer tells 11 people when they have a problem or a bad experience 11 - 3 phenomena |
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How can you increase your chance of customer staying with Cintas |
The more product Services they have the less likely they are to leave |
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What are the 4 service quality absolutes |
Customer wants their uniforms and products, they want them clean, they want them functionable and in the correct number, the want to like depends on their service provider |
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What are the components of the SSR pay plan |
Base pay,commission,renewal bonuses catalog bonuses, sales leads ,contest winning ,premium OT pay |
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Why is the soil separation a SSR does important to our customers? |
It's a key ingredient to properly clean the Garment example FRC garments need to be washed by themselves with FRC formula |
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Why is having an organized truck important |
Safety, eliminates cross-contamination, SSR is more efficient, eliminates possible delivery errors |
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Why is Route sequence important? How do you make changes to your route sequence |
Keeping your stops in order becomes more efficient..... PRC,route sequence form |
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Why is having a neat delivery area important |
It's the customer's property and at the SSR is responsible |
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What things should the SSR do to keep the delivery area neat and organized |
Remove the hangers and returned to recycle,organize the garments, Ensure repair tags lockers labels and garments are separated with donuts |
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What information is found on the ID tape |
Rt & day customer number Employ # Employ name Month year , location |
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Explain how the individual garment check sheet or true Count Cintas service summary reports works |
Shows the count of soiled garments and process delivered garments each week |
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Describe to me what a bulk load sheet is |
A sheet where non garments print-only bulk items to be loaded on truck |
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If you credit a bulk iteam in charge at a customer where will that information show up |
Sell sheet and net Billings percentage |
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Why do we charge LR's |
We own the product that we rent customer rent it for much less than what he would purchase it we no longer rent the product we have to replace it |
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Tell me all the products that you have access to provide a customer for the restroom |
Toilet paper Center pull air fresheners seat covers hand soap |
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If a customer has money in 30 days what steps should you take |
Review past due at the time of the delivery as the month progress notify the customer if it rolls over to 60 days we will suspend service |
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What do you do if you get a no check no service CRF |
Notify customer if he has sent payment we can't service them pick up all Cintas product arrange to return to pick up payment. |
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How would you take credit with the customer using seconds that count for repairs |
Counting the number of repairs caught by the plant sharing the info insuring we are watching the garments |
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What type of accounts will the plant not look to proactively upgrade |
R code accounts rough wear |
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What are the four most common grades of garments |
A C D S |
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Explain the difference between an A garment and an S Grade. |
A- garment new S- garment with slight stain used |
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If you have questions about why a garment was an S grade who should you talk to |
Stockroom and plant manager |
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What is the Golden Rule of upgrading a garment |
SSR won't wear the Garment in the customer's work environment garment should be upgrade |
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What are the main areas of the production flow |
Soil room/washroom shake out/hanging area repair short wrap out Stockroom loading |
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Competitive urgency |
We will attend to every detail thoroughly professionally, and enthusiastically as if not attending to the one detail could result in a lost or hurt customer or working partner.. |
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Why is it important to keep your emblem trim codes updated? |
Having too many can increase the chances of a mistake and delay customer's uniform. |
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Explain to me what is meant by even billing |
Customer price was determined based on them getting Bill 52 weeks of the year |
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What is an invoice minimum |
An amount on which customer agreed to pay if the invoice goes below the agreed amount |
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What is important to do when changing a bulk product from weekly to monthly. |
Change the price using the appropriate multiplier |
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What products should not be rented on any frequency other than weekly? |
Garments, linen, shoptowels |
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Describe the flow of a Garment request to filing the order. |
-Requested on a G.R.F -attempt to pull locally from stock the next day or order frm DC -emblems are pulled or order -emblems are applied locally or at the DC -garment is place with the route prior to the next delivery date for delivery to the customer |
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What steps should you take each evening to prepare for the next day? |
Check all stock room garments are with your rout check late rail blend late pieces and stock room pieces audit the route notify production or management to resolve any problems review the invoice putting in to stop sequence |
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When sizing wearer what information do you need to order various products |
Shirt size sleeve length jacket size coveralls size waist size Inseam |
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What are the fundamental areas to increase business on your route |
Sales leads Adds vs. Stop price increases catalog sales |
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What are the main actions of the customers coaching portion of the onboarding process |
SSR counts the garments for the first 4 weeks then reviews The Turning history so the customer build trust with Cintas program |
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What is PRD and what does it stand for |
Program, requirements, documents it covers the specific program for national accounts |
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Briefly describe the NPS net promoter system classifications |
Customers are either promoters, passives or detractors of Cintas service. The net promoter score is a mathematical number derived from subtracting the detractors from the promoters; passives being natural. |
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Tell me the four main components of creating raving fans and why they are important? |
Customers who love doing business with Cintas Customes who stay with Cintas Customes who grow their business with Cintas Customes who recommend Cintas |
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Who is responsible 4 everything that happens on their route |
SSR |
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What is the most common injury on the route what ways have you learned to avoid this happening to you |
Back stretch use safe lift cart |
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What is the next most common cause of injury what ways have you learned to avoid this |
Slips trips and falls used non-slip shoes used three points of contact |
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What is a dvir who has to fill it out how often what do you do with it |
Daily vehicle inspection report SSR daily pink copy turning white space |
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What should you do if a customer tells you they want to quit and to pick up your products |
Don't remove items use ECIR to determine the problem if it doesn't work tell them you will review the agreement went back to the location and will call him in twenty-four hours |
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How soon should you renew a customer |
Anytime especially if we make additional investment in their account |
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If you renew a customer and you lower their prices and only get the renewal for 36 months what must you do when you turn in the renewal |
Fill out an exemption form and length of the agreement |
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What is the credit hold procedure on existing accounts |
After 30 days past due a credit hold warning is generated and CC service manager if no payment is received by a SSR or made a payment arrangement with the AR then account is placed on hold and CC service manager and checking |
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Go through the process for check in with customer service |
Look at what's due today/tomorrow/past due list, look for any new CRF, turn in completed, have them signed, check Inn with service manager and check inn |
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If you are servicing a customer and they are closed when you arrive what should you do |
Call the customer if no answer continue your route and call back later if they are still not there leave a message and schedule the delivery as soon as you can |
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Should you mark out garment before check-in or after check in |
Before check-in garment should be marked out before leaving customer |
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What is Cintas guarantee on items u sell as direct sale? |
Satisfaction guarantee, or they can return for a refund |
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Explain the make up charge? |
Make up charge is a one time charge when adding a new employee ,or if current employee makes changes to there uniform. It offsets the cost of processing the order and preparing the garment. |
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What is under promise over delivery theory? |
It's important to not make unreasonable promises to a customer. When promising make sure it meets their expectations and handling it with thorougness,competitive urgency, and professional |
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Describe what it means to "make second that count". |
Take every apportunity to share with your customer every little thing to ensure you are watching every detail of his business. |
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Why is it important FRC garments are properly soil separate. |
Proper soil separate is a key ingredient to getting the customer garments clean. However with FRC garments a safety issue can arise if it mixes with cotton garment the flammable lint from the cotton government can attach itself to the FRC causing safety issues |