Sanis Certification Training

What is the Principal Objective?

"We will exceed our customer's expectations to maximizing the long term value of Cintas for its shareholders and working partners."

What is the standard term of the Cintas Ultraclean Service Agreement

12 months

When should you first start discussing AR with a customer?

30

How many weeks should you record the chemical usage on a new dispensing unit?

4

What is the minimum expectation for your Accounts Receivables?

< 5%

25. What does the phrase "competitive urgency" mean?

Attending to every detail of our business with a sense of urgency, enthusiasm, professionalism and thoroughness.

What are the components of the SSR Pay Plan?

Base Pay, Route Commission, Catalog Bonus, Sales Leads, Contest Winnings, Premium/Overtime Pay

What do you do if you get a "No Check - No Service" CRF?

Before servicing the account see if the customer has made payment or has the check. If not, notify the customer you cannot make a delivery and pick up all Cintas products and make arrangements to return to pick up payment.

Group VP

Bill Langtim

Sales Manager

Brandon Berg

Service Supervisors

Bryan Johnson, Kyle Logsdon, Anthony White, Tony Hartley

Regional Sales VP

Chris Duffy

What is Cintas' open communication process?

Cintas has an open communication policy. Partners are encouraged to discuss any issues with their supervisor. If their supervisor is unable to resolve they should seek out their supervisor's manager, then the HR Manager, the location safety and improvement committee and then the GM. Should the issue still be unresolved, they should use the Cintas Direct Line procedure.

What steps should you take each evening to prepare for the next day?

Clean out your machine and van. Review your invoices and CRFs.

Briefly describe the NPS (Net Promoter System) classifications.

Customers are either Promoters, Passives or Detractors of the Cintas Service. The Net Promoter score is a mathematical number derived from subtracting the Detractors from the Promoters; Passives being neutral.

What is a DVIR? Who has to fill it out? How often? What do you do with it?

Daily Vehicle Inspection Report. SSR. Daily. White copied is turned in. Carbon copy stays with the truck in the DVIR book.

What should you do if you notice a customer is using more/less paper that you leave?

Discuss with them the usage patterns and offer to change their invoice accordingly.

What should you do if a customer tells you they want to quit and to pick up your products?

Do not remove the items. Use ECIR+ to determine the reasons behind the customer wanting to quit. If this process fails tell the customer you will review their service agreement when you get back to the location and call them within 24 hours

Plant Manager

Dwight Weller

AP/Reception

Ellen Katralis

General Manager

Eric Pravidica

Cintas' Payment terms are Net 15 EOM

False

I can make price changes to accounts under GM lock control

False

I can sign for all my customer's deliveries in the PRC

False

Soil separation is not important to maintaining quality of my products

False

There are three types of National Accounts: Mandatory, Voluntary and Seasonal

False

Walk through the items that must be checked during a weekly Kaivac PM.

GFCI, external filter, empty dirty water tank, wipe down unit, inspect tires, check squeegee blades, etc...

Stockroom Supervisor

Gloria Ketcher

HR Manager

Heather Raney

Why is having an organized truck important?

Helps to eliminate the possibility of delivery errors, forgetting products. A clean cab is representative of an organized and efficient SSR.

What are the typical ultraclean customer buying motives?

Image, ID/Security, Soil protection, Sanitation, Safety, Quality, Productivity, Easy to do business with

What is the under promise over deliver theory?

It's important to not make unreasonable promises to a customer. When promising to do something, ensure it meets their expectation and then work with competitive urgency to deliver on your promise before and with a higher level of thoroughness and professionalism than what they were expecting.

AR

Jean McGuire, Jean Paske

Territory Senior VP

Jim Rozakis

HR Admin

JulieAnn Harkey

Production 1st Shift Supervisor

Kristina Rainbolt

Production 3rd Shift/Split Shift

Laura Clark

Customer Service

Maricela (Mo) Ortiz

HR Director

Michele Thoren

What two items should an SSR always have with them?

Notepad and pen

Explain how the review process works at Cintas

Partner receives a review every six months for the first two years they report to the same supervisor/manager. After two years, the reviews are annual.

Catalog Manager

Peter Bove

President and COO

Phillip Holloman

Office Manager

Rachel Roesslein

If a customer has money in 30 days what steps should you take?

Review the past due amounts at time of delivery. As the month progresses, notify the customer that if the money rolls to 60 days we will suspend service.

Production 2nd Shift Supervisor

Rob Maritato

If a customer pays by check, what information is put on the check?

Route-Day-Customer Number and Invoice Number

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

Service Managers

Sam Samorian, Gunnard Theden, Phil Smith

What is Cintas' Guarantee on items you sell as a Direct Sale?

Satisfaction guaranteed or they can return it for a refund.

CEO

Scott Farmer

22. Describe what it means to "make seconds that count".

Take every opportunity to share with the customer those things you are doing to make their account work. If you are doing your job it can seem invisible but to ward off the customer wondering what is going on with the account - it's important to share with them the details of your actions. Professional, Thorough, High Principles & Moral Values, High Standards of Performance, Spartan Approach, Enthusiastic, Competitive Urgency & Positive Discontent

What is the most common injury on the route? What ways have you learned to avoid this happening to you?

The Back. Use stretch n' flex to warm up. Use a Cart. Use SAFELIFT techniques.

Who is responsible for everything that happens on their route?

The SSR

How can you increase your chances of customers staying with Cintas?

The more products/services they have, the less likely they are to leave.

Rental President

Todd Schnieder

Tell me all the products that you have access to provide a customer for their restroom?

Toilet tissue, Center-pull towels, hand soap, hand sanitizer, seat sanitizer, Sani-Drip, Sanis, etc.

26. Briefly describe what the New Customer Onboarding Program is.

Transition of Trust

I can make more money by selling catalog & adding products

True

M.L.R.A. means "Multi-Location-Rental-Agreement"

True

NOG Means "Not Our Goods" and we charge the customer a cleaning fee

True

The transition of trust must include the SSR and the Sales Rep.

True

Who are the competitors in our market?

UniFirst, Aramark, janitorial cleaning companies, or companies using internal staff to clean.

What is the single most important thing an SSR does each morning before leaving?

Verify the load and ensure all product is on the truck

Senior VP of Sales

Wendy May

Why is our market reputation so important?

Word of mouth. Customer tells 11 people when they have a problem or bad experience.

20. If you're servicing a customer and they are closed when you arrive, what should you do?

You should first call the customer, and if no answer, continue your route and call back later to see if they are back. If they are still not there, leave a message and coordinate your service for the next earliest possible time

How often must you complete Smith Driver Training refresher training

`Quarterly

What of the following are not components that make up Accounts Receivable funds a. 45 Day Past Due b. 90+ Day Past Due c. 60 Day Past Due d. 30 Day Past Due e. Current

a. 45 Day Past Due

What does C.R.F. stand for? a. Customer Request Form b. Cintas Recovery Form c. Customer Requisition Form

a. Customer Request Form

Which of the following is not a main component of Creating Raving Fans a. Customer who Recommend Cintas to other businesses b. Customers who Love doing business with Cintas c. Customers who Stay with Cintas d. Customers who say they are "Very Satisfied" and "Definitely Recommend" Cintas e. Customers who Grow their business with Cintas

d. Customers who say they are "Very Satisfied" and "Definitely Recommend" Cintas

Which of the following is NOT one of the 5 Keys to Smith Driver's Training a. Aim High In Steering b. Keep Your Eyes Moving c. Leave Yourself and Out d. Detect Problems Early e. Get the Big Picture

d. Detect Problems Early

Which of the following is NOT a standard delivery frequency a. Weekly b. Monthly c. Every other week d. Every third week.

d. Every third week

Which one of the following is not typically an Ultraclean customer buying motive? a. Safety b. Soil Protection c. Cleanliness d. Fire Protection

d. Fire Protection