Sales Management

Question 1

What does RBS stand for? What is the objective of RBS?

Answer 1

• Requirement Based Selling- The objective is to sell the business by identifying and fulfilling a customers needs.

Question 2

What are the sales situations in which RBS can be used? What is the difference in the two?

Answer 2

• Programmers- Those prospects that currently utilize a uniform or FS service
• No-Programmers- Those prospects that do not currently utilize a uniform or FS service

Question 3

What are instances in which you as a Plant Manager could use RBS techniques?

Answer 3

• To build value with the SSR’s by selling the benefits of our production processes to the SSR.
• Plant tours
• Performance reviews
• Interviews

Question 4

Why is competitive knowledge important specifically as it relates to production?

Answer 4

• Competitive knowledge allows us to understand those processes and methods that are unique to Cintas.
Ex. Trucount,

Question 5

What is the impact of price per change towards profitability? What do we call it?

Answer 5

• We call it Investment Ratio, and it determines how many weeks of revenue we need to recover our investment in the product and begin earning profit. The higher the investment ratio, the less profitable it is.

Question 6

When might lower pricing actually be the most profitable thing to do in the long run?

Answer 6

• Target selling. When there is strong potential for a target customer to grow rapidly.

Question 7

What are the steps to handling objections?

Answer 7

•	Empathize
•	Clarify
•	Isolate
•	Respond
Mr. Customer,  I'm sorry you didnt get your towels last week.  I would be upset too.  To clarify you didnt get your 50 towels last week correct?  Is this the only thing you are upset about? Here is what I will do, I will credit the towels for last week since you didn't receive them on time and also here is a coupon for our catalog items.

Question 8

What is the importance of cross-selling?

Answer 8

• To leverage our relationships with our customers. The more aspects of there business we service and take care of for them the less likely they are to leave cintas.

Ex. Getting uniform and fs business, sanis, fire and first aid.

Question 9

List some buying motives.

Answer 9

• Security & Identification
• Competitive Advantage
• Employee Benefit

Question 10

How long is the standard contract for Uniform? FS? Ultraclean?

Answer 10

• Standard uniform and FS contract is 60 months

* Standard Ultraclean contract is 12 months initial, after 12 months it is 90 days.

Question 11

What is a feature? An advantage? A benefit?

Answer 11

• Feature- An attribute of the product: The shirt is made from comfort fabric.
• Advantage- Competitive attribute of a product because of its features: Shirt will finish better and is more comfortable because of the comfort fabric What the product does.
• Benefit- What the customer gets from the advantages and features of a product: Employees are happier with more comfortable shirts that finish well and present a professional image.

Question 12

What is meant by the Enterprise Solution?

Answer 12

• One company can take care of everything as far as facility services go.
• Offers large range of services and direct sales
• Cross sell

Question 13

What is the Transition of Trust and why is it important?

Answer 13

• It is when the sales team is ready to install an account and is ready to hand over the service department. At that time the SSR is introduced to the contact, the sales rep shows the SSR where all the product will go and set the expectations. It makes sure service is set up for success.

Question 14

What is the Onboarding Meeting and why is it important?

Answer 14

• Goes over the accounts that were recently installed as well as what is preparing to install. It is important because it gets everyone on the same page, sales will get garment updates, production will get updates for arrival of the new garments and when to load them.