Products

Question 1

What types of questions should you expect when talking to customers about snow gear:

Answer 1

Is it warm enough?
Will I stay dry in heavy, wet weather?
Won’t I get sweaty?
Which size do I pick?

Question 2

What are our two brands?

Answer 2

Dope Snow and MONTEC

Question 3

What is the main focus when it comes to DopeSnow and MONTEC

Answer 3

• a new snow collection each year for both brands
• an outdoor collection for Dope
• streetwear with unique prints based on demand.

Question 4

When do we aim to launch the new collection?

Answer 4

• September/mid-October

- Outdoor collection in March

Question 5

Will every product be restocked?

Answer 5

No, not every product can be refilled and some items will be completely sold out. Customers have the possibility to sign up for email notifications on out-of-stock items on the website to receive a notification once a product gets restocked again.

Question 6

How can you determine if an item is in stock

Answer 6

Internal list to monitor what will be refilled or not in Nuclino! If a product is scheduled for a refill, you will be able to inform the customer of the estimated period for the scheduled refill. Always make sure to be careful when communicating about these periods. As with all shipments, there can be delays and we can never promise an excepted delivery time.

Question 7

Example of how to communicate a restock

Answer 7

“We expect to get a restock on the Annok Ink size S somewhere around the beginning of January. Please keep in mind that there can always be delays, in which case the restock would be pushed. If you leave your email below the desired size on the website, you’ll receive an automatic email when a return or restock has come in! 😊”

Question 8

Common questions about the products from the site

Answer 8

• Differences between collections
• Differences between prices
• Differences in colour
• Snowboard/ski categories on page

Question 9

Why do we have both snowboard and ski categories if they’re the same product?

Answer 9

Since none of our products are specifically designed for either one of them, we have chosen to have the same product, but to name it so that it can suit both categories.

This is also meant for SEO purposes, so that when a customer searches for a snowboarding or a ski jacket they will find it easier on our website, regardless of what the keyword used is. That’s why we have the same product named both as “snowboarding” or “ski”.

Question 10

Why do some products vary in price?

Answer 10

It can be the same product, but different colours. Depending on how much stock we have, older items with a small stock could also have a lower price

Ridestore does not only have Ridestore for the EU, but also Montecwear.com and Dopesnow.com but it doesn’t mean that we have the exact same prices and products on both websites. This also has to do with different currency conversions and different warehouses.

Question 11

What are two methods of determining sizing?

Answer 11

• Fit-Finder

- Measurement lists

Question 12

What is Fit Finder

Answer 12

FitFinder is A.I tool and can be accessed by by clicking the “find your size” button underneath the sizes on a product page. If they reach out to us with their measurements, you can fill it in for them as well.
After filling in their measurements, a match % will be shared for different sizes. FitFinder is never 100% accurate because of all the different body styles. If a customer really is doubting between two sizes, advise them to order both, just to try it out and see what works and return the other for free

Question 13

Where are measurement lists documented?

Answer 13

Measurements are kept in Nuclino. If a customer asks for them, you can share them, letting them know the measurements are of the clothes themselves, rather than the person wearing them, which can confuse certain customers. (refer them to the fit finder)

Question 14

How is Ridestore sustainable?

Answer 14

• Gather customer feedback in order to produce the best products in the right quantities.
• We generally avoid clearance sales, as we try to make a conscious effort to reduce mass overconsumption.
• We follow European chemical standards such as REACH.
• All of our waterproof jackets are PFC-free.
• Our factories we work with follow strict standards.
• Our main and preferred methods of delivery from our factories are by boat or train.
• We use plastic bags that are 100% recyclable

Question 15

What is the warranty of the gear?

Answer 15

We don’t have a set warranty period on our gear, but rather always try to asses the situation on its own and decide what a reasonable solution would be

Question 16

What do you do when a customer reaches out regarding a claim?

Answer 16

Always ask the customer for a short explanation of what has happened and also ask for a picture of the damage. Once you have a good understanding of the customer’s situation and how the product looks, you will be able to determine if the product should be claimed or not.

Question 17

What to do if the fault is due to the customer

Answer 17

Help them find a new product to replace it or help brainstorm how they can fix the damage but we are not able to replace or compensate for the damaged product. Examples of this type of situation:
-common wear and tear of the product after
many uses
-if the customer has fallen on the slopes and
ripped their product.

Question 18

What to do if the product’s damage is due to a fault in the product, the manufacturing, shipping or anything that is the fault of Ridestore

Answer 18

Trust the customer in what is told to us and go ahead with processing a claim.

Question 19

Different steps to take when making a claim to determine best path forward

Answer 19

1. Is the damage repairable at home?
2. Does the customer need any spare parts to be able to fix their product at home or at the tailor?
3. If a repair at home is not possible, then you can work with the customer to find another solution that will WOW them (replacement or refund)
4. Repair the customer’s product (IF the repair is possible) which is then sent back to the customer (not available for UK/Norway).