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 salesprocess 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.