RPRO
What is the FIRST AND NECESSARY thing to do when checking out a customer with rental receipts or tune tickets?
Get customer information (phone number and name)
What is the new gear return policy?
120 days, in new condition with all packaging and tags, with your receipt, refunded the way you paid.
What is the number of rings we strive to pick up phone calls in?
Two rings.
What is the current store customer capacity?
Twenty people.
What is the frequency in which customer counts are done?
Every hour (or whenever needed)
What tune/rental services require waiting in line and being there in person, and what services can be done curbside?
ALL mounts and test/adjusts must be in person, and they must wait in line.
ALL rentals where gear must be fitted tried on(skis and snowboards most often, but occasionally crampons/microspikes/mountaineering boots) require the customer to be in person and wait in line.
Customers can make an online reservation for quick/full tunes and wax services online and drop off curbside anytime after. Without this online reservation, they must wait in line.
Customers with online rental reservations for gear they do not need to try on do not have to wait and can pick these up curbside.
Customers picking up any gear that has their tune work finished and paid up can pick up curbside.
What is the final step to complete after giving a customer their online order?
Make a note with the date of pickup and your initials under the RPRO receipt.
What is the used gear return policy?
10 days for store credit only, receipt and tags required.
What is the procedure to put a customer on park?
More-->Park-->Listen to the line they are parked on
What are the hours we do COVID sanitizing reminders?
Noon, 2:00, 4:00, and 6:00?
What are the Next Adventure code calls and what do they mean?
1)Extra Customer Service
2)Code Grey
3)Code Blue
4) Code Joey
What are some items we offer for rentals? What are some items we do NOT offer?
We offer rentals for: skis, snowboards, splitboards, xc skis, snowshoes, beacons, probes, helmets, poles, microspikes, crampons, ice axes, mountaineering boots, climbing shoes, crash pads, bear cans.
We do NOT offer rentals for: tents, backpacks, harnesses.
What is the process of redeeming both physical and electronic gift cards?
Electronic= Enter in code and entire amount into the online form, even if they are not spending the whole amount. If any remains, write it on a store credit card labeled gift card.
What is the Next Adventure hold policy for both new and used gear?
No holds allowed for used gear and 24 hours (with customer information) for new gear.
When somebody calls asking if their tune work/mounts are done, what do you say?
They can check the due date at the top of their claim ticket and the skis will be ready on that day. They don't get a phone call unless the skis will be late.
What are the new COVID bargain basement buying rules?
A 50 item limit, freshly washed apparel, functional/non broken items only, and appointment based.
Customers MUST have an appointment and those can be booked online at nextadventure.net/reservations
What should you say if you heard a radio call for you but are not able to respond immediately? (i.e. on a customer count)
"Standby"
Where can customers place their merchandise they don't want to carry while they shop?
Under the Hydroflasks.
What is the process of stoking a customer out with a free Next Adventure branded t shirt, hat, koozie, or water bottle?
Take an item out of the stoke bucket, or discount the item 100% in the receipt (reason=stoke!)
What are non-returnable items?
Safety rated items, underwear/hygiene items, fuel, bear spray, customized items, maps, footwear without the box.
Can we take payments over the phone?
No! Never! If a customer is having trouble making an online order, we can transfer them to the web. If they are wanting to pay for an item we have in the store, we can hold it for them for 24 hours.
Do we currently have a public restroom?
No! But! If there is an emergency, especially with children, let a lead/manager know, escort them to the employee restroom, make sure there's nobody in there, and wait till they are finished/escort them out.
What are some tips for effective radio usage?
-Hold the button down a moment before you talk
-Make sure you're not interrupting anything
-If it's gonna be long, take it to 9
What are the passes we carry, what are they for, and how much do they cost?
NW Forest pass. For national forest land in OR and WA (Mt Hood, St Helens, etc). Annual is $30, daily is $5.
Sno Park Pass is required at many recreational parking sites in Oregon (including the ski resorts) from Nov 1-April 30. The cost is $25.
What is a situation where a restocking fee is appropriate, the amount we take, and how would we explain this to the customer?
A restocking fee would happen when an items packaging is missing or damaged. The fee is 10-15%, because the item can no longer be sold on the web/in original condition.
What is a hold slip and when would you need one?
When a customer wants to put a new item we are low in stock of on a 24 hour hold.
If somebody asks for information regarding Tune and Rentals, what resources should you use to answer their questions?
What is our policy on trying hats, sunglasses, etc on? What do we do with merchandise that has been tried on?
We are asking customers to avoid trying on these items. Items that have been tried on must be put in the quarantine cubby for 24 hours.
Exceptions can be thoughtfully made when it comes to higher end sunglasses.
What are the steps to letting a customer in the receiving room doors for their bargain basement (or any other) appointment?
Walk them out of the receiving room, radio the FC how many people entered the building, and radio the basement that their appointment has arrived.
What are tasks we can do at both the beginning and end of every day to set our team up for success?
Beginning:
-Sanitize
-Restock sunnies, tennis balls, and any other item running low on the floor
-Check for any notes or projects if Abby isn't here
-Make sure all areas are clear and clean and all paperwork for the day is out (customer count sheets, phone call logs, etc)
EOD:
-Take out trash and recycling
-Do go backs
-Vacuum
-Sanitize
-Check in with other departments (especially the basement)
What are the steps you would take to find a receipt for a customer who is trying to return an item?
1) Have the customer check bank statements for date and purchase total. Check item history against these numbers. A range is okay if they are not exactly sure.
2) Ask the customer if they purchased other items with their puchase.
3) Look up the customers profile history.
What is our policy on returns without a receipt?
If you absolutely cannot find a receipt (usually you can), new items can be returned for store credit only as long as our tag is still on it.
Used items can NOT be returned without both a receipt and the tags/pricing.
What are some examples of qualifying questions to ask customers before transferring a call?
-What will you be using this item for?
-How often will you be using it?
-In what conditions/seasons do you typically go out in?
-What's your name?
-What's your budget?
-Have you checked out our website?
What are some steps we can take to make the people waiting in line happier and more comfortable?
Consistently checking in on the line to make sure anybody who may not need to wait is taken care of. (i.e. people picking up online orders, people with simple returns, people only looking for one or two very specific items, people who think they're at the paddle shop, etc.)
Stoking out customers with free bandanas. Asking trivia questions and giving rewards (hats, water bottles, t shirts, etc).
Providing umbrellas and handwarmers.