Exam (elaborations)
Cintas Study Guide Exam Questions and Answers 100% Scores
- Course
- Institution
Cintas Study Guide Exam Questions and Answers 100% Scores
[Show more]
Content preview
Cintas Study Guide Exam Questions andAnswers 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
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Nursephil2023. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $10.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
75632 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now