Transform Your Workforce
With The Operational Excellence Employee Training Program
Transform Your Budtenders
With Industry-Specific
Sales & Product Knowledge
About The Program
The Cannabis Retail Expert (CRE) Training Program equips budtenders with essential sales and customer service skills and a comprehensive understanding of cannabis products. Graduates of the program are able to speak knowledgeably with customers and deliver a superior customer experience that drives increased sales and customer retention.
Why Invest In This Program?
Employees who obtain the Cannabis Retail Expert (CRE) Certification understand the cannabis sales process and how to provide outstanding customer service.
They can speak knowledgeably about cannabis products, learn how to use low-pressure upselling techniques, and understand how to deliver a 5-star customer experience.
Program Modules
- Introduction to Cannabis Retail
- Customer Experience, Part 1
- Customer Experience, Part 2
- Cannabis Education, Part 1
- Cannabis Education, Part 2
- Cannabis Sales, Part 1
- Cannabis Sales, Part 2
- Team Development
Program Details
24 hours of instructor-led classes
Live instruction (virtual or in-person)
Certificate of Completion
Pricing
$1995/participant
$995/participant (20+ employees)
Course Content
Module 1: Introduction to Cannabis Retail
Instructor-Led: 3 Hours
Lesson 1: Welcome and Course Overview (1 hour)
- Introduction to the training program
- Importance of the retail associate role in cannabis dispensaries
- Overview of course objectives and expectations
Lesson 1 outcome: Employees understand the significance of their roles and are prepared for the remainder of the program.
Lesson 2: History of Cannabis (1 hour)
- Brief history of cannabis use
- History and evolution of cannabis legalization
- Overview of the current cannabis market
Lesson 2 outcome: Employees gain a basic understanding of the history of cannabis, legalization, and current regulatory and compliance standards.
Lesson 3: Introduction to Cannabis Consumption (1 hour)
- Introduction to the customer experience
- Deep dive into the role of the Budtender
- Introduction to cannabis botany & product types
Lesson 3 outcome: Employees learn the basics of both cannabis botany & product types and customer service.
Module 2: Customer Experience, Part 1
Instructor-Led: 3 Hours
Lesson 1: Introduction to Excellent Customer Service (1 hour)
- The role of customer service in retail success
- Key customer service skills and attributes
- Delivering a 5-star experience
Lesson 1 outcome: Employees learn how to deliver a 5-star customer experience to customers.
Lesson 2: Customer Avatars (1 hour)
- Understanding customer segments
- How to create Customer Avatars
- Customer Avatar building templates, techniques, & tips
Lesson 2 outcome: Employees gain a deeper understanding of the wants and needs of different types of clients.
Lesson 3: Customer Journey Maps (1 hour)
- Mapping the purchase journey from the customer’s perspective
- Teaching associates to get into the hearts and minds of customers
- Noticing trends and improving the customer experience
Lesson 3 outcome: Employees can visually interpret the customer journey and pay attention for trends that can help improve the customer experience.
Module 3: Customer Experience, Part 2
Instructor-Led: 3 Hours
Lesson 1: Workplace Safety and Hygiene (1 hour)
- Maintaining a safe and clean retail environment
- Personal safety practices and hygiene
Lesson 1 outcome: Employees learn their role in creating a safe and clean work environment.
Lesson 2: Operational Checklists & Accountability (1 hour)
- Introduction to operational checklists
- Taking accountability for your role
- Improving company processes and customer experience
Lesson 2 outcome: Employees contribute to the development of operational checklists and are prepared to be held accountable to using them in their roles.
Lesson 3: Diversity and Inclusion in Customer Service (1 hour)
- Serving a diverse customer base
- Cultural competency and sensitivity training
- Addressing the needs of medical cannabis users
- Confidentiality and customer privacy
Lesson 3 outcome: Employees learn how to be sensitive to the diverse needs and sensitivities of all consumers.
Module 4: Cannabis Education, Part 1
Instructor-Led: 3 Hours
Lesson 1 – Marketing Channels & Brand Strategy (1 hour)
- Introduction to cannabis plant biology
- Differences between Indica, Sativa, and Hybrid strains
- Methods of consumption (smoking, vaping, edibles, tinctures, topicals)
Lesson 1 outcome: Employees understand the cannabis plant, different strains, and different types of products and consumption methods.
Lesson 2: Cannabis Science and Health Benefits (1 hour)
- Basic pharmacology of cannabis
- Potential therapeutic uses of cannabis
- Myths and misconceptions about cannabis
Lesson 2 outcome: Employees understand and can speak to the effects, uses, benefits, and myths regarding cannabis.
Lesson 3: Cannabis Products (1 hour)
- Overview of cannabis products available in dispensaries
- Edibles: types, dosages, and effects
- Concentrates and extracts: what retail associates need to know
Lesson 3 outcome: Employees gain a deeper understanding of cannabis products and are able to speak knowledgeably about them with customers.
Module 5: Cannabis Education, Part 2
Instructor-Led: 3 Hours
Lesson 1: Cannabis Compounds (1 hour)
- Types of cannabinoids and their effects
- Common terpenes found in cannabis and their effects
- Understanding flavonoids and their role in cannabis
Lesson 1 outcome: Employees learn about the different types of cannabinoids, terpenes, and flavonoids and how they impact taste, smell, appearance, and experience in cannabis.
Lesson 2: Safe Usage and Dosage (1 hour)
- Understanding THC and CBD ratios
- Guidelines for recommending dosages
- Understanding potential side effects and contraindications
- Educating customers on responsible consumption
Lesson 2 outcome: Employees are able to speak knowledgeably with customers about safe and responsible cannabis consumption.
Lesson 3: Product Handling and Inventory Management (1 hour)
- Proper handling and storage of cannabis products
- Inventory management techniques
- Managing supply chain and stock levels
Lesson 3 outcome: Employees learn how to properly handle, store, and manage cannabis product inventory.
Module 6: Cannabis Sales, Part 1
Instructor-Led: 3 Hours
Lesson 1: Basics of Retail Sales (1 hour)
- Understanding the sales process
- Identifying customer needs and preferences
- Introduction to SPIN selling
Lesson 1 outcome: Employees learn foundational sales philosophies and techniques.
Lesson 2: The Low-Pressure Upsell Technique (1 hour)
- Active listening and effective communication
- Personalizing the customer experience
- Low-pressure cross-selling and up-selling strategies
Lesson 2 outcome: Employees learn a simple, low-pressure upselling process.
Lesson 3: Ethical Selling Practices & Repeat Business (1 hour)
- Balancing sales targets with customer well-being
- Building long-term customer relationships
- Ensuring customer satisfaction and repeat business
Lesson 3 outcome: Employees learn about ethical selling and how to drive customer retention.
Module 7: Cannabis Sales, Part 2
Instructor-Led: 3 Hours
Lesson 1: Technology and POS Systems (1 hour)
- The importance of Point-of-Sale (POS) systems
- Using technology to enhance customer service
- Data entry and transaction management
Lesson 1 outcome: Employees understand the importance of their POS system and how to use technology and data to deliver superior customer service.
Lesson 2: Gathering & Utilizing Customer Feedback (1 hour)
- Techniques for collecting customer feedback
- Analyzing feedback to improve service
- Implementing changes based on customer insights
- Handling customer inquiries and complaints
Lesson 2 outcome: Employees are trained to gather customer feedback, notice trends, and use their findings to improve customer service.
Lesson 3: Compliance with Local and Federal Laws (1 hour)
- Overview of relevant cannabis laws and regulations
- Handling age verification and identification checks
- Staying updated with changing legal landscapes
Lesson 3 outcome: Employees understand provincial and federal laws and the impacts on their roles.
Module 8: Team Development & Final Certification
Instructor-Led: 3 Hours
Lesson 1: Contributing To Talent Development (1 hour)
- Talent acquisition basics
- Contributing to talent acquisition programs & employee screening
- Contributing to the onboarding process
Lesson 1 outcome: Employees understand how they can contribute to company hiring and onboarding processes.
Lesson 2: Role-Playing and Scenario Training (1 hour)
- Simulated sales and customer service scenarios
- Practice handling difficult customer interactions
- Peer and instructor feedback
Lesson 2 outcome: Employees anchor their learning by practicing the skills and knowledge acquired throughout the program in simulated situations.
Lesson 3: Final Assessment and Certification (1 hour)
- Comprehensive review of course content
- Final written and practical assessments
- Awarding of certificates and closing remarks
Lesson 3 outcome: Employees complete a final assessment and are awarded with their Cannabis Retail Expert (CRE) Certification.
Instructor Bio
Dakota LaMarre helps business owners invest in their people and improve their companies. When delivering training programs, Dakota brings cohorts of employees through a transformative experience that helps them deliver improved results and gain more fulfillment from their work. His expertise includes operations, marketing, and talent development.