Best Practices For Budtenders
We here at Caliva are committed to being industry leaders and pride ourselves in training our budtenders to perform at top levels. We give them the tools and education to succeed. That said, let us walk you through some of our best practices for budtenders!
Case Study: The Bakery
Imagine walking into a bakery. The more decadent items are on display while their greater quantities are stored safely in the back. The smaller and less expensive (but no less satisfying) items are artfully presented in clean, well-lit cases. You might have a special occasion that you’re shopping for and a specific price in mind. Or, perhaps you have heard good things about the bakery and simply want to explore. It could also be 4 pm on a Tuesday, you know the bakery well, and you want something that will hit the spot. This isn’t a far cry from the dispensary shopping experience, and the bakery customer segments mirror dispensary segments. Caliva budtenders, much like a bakery counter person, exude knowledge, meet need, incite exploration and encourage loyalty.
Caliva trains its budtenders on 5-4 customer segments. Within the segments are three buckets: need state, shopping for price, and those who have a need state but no target price point. The need state and shopping for price buckets can include both seasoned and new consumers.
Price vs. Need State
Shopping for price: Caliva budtenders are trained to focus on a customer’s basket with a goal of 3-4 units per transaction. When customers are shopping for price, there is still room to explore and create a diverse basket. For example, a customer may be shopping for flower with a specific price point in mind – the exploration can be found in need state. A budtender should tour flower varieties within appropriate categories and the target price. Number and variety of units can be achieved by presenting options within the appropriate categories.
Shopping for need state: Customers shopping for need state are approached similarly to those shopping for price but with special attention paid to the customer segment. A college-age customer may be shopping for need state and or price, but may have a specific event planned and want products that speak to that experience. Budtenders should tour product categories with those factors as a guide. Another example would be an older customer who’s shopping for wellness or treatment – this customer segment may have limits on price point and categories may be more narrow.
Shopping for need state with no price point: These customers provide optimal opportunity to sell high-end products. Caliva budtenders incorporate practices from the other buckets when working with these customers, but start with products with higher price points. Budtenders should use need state and segment as a guide but explore price.
The three core principles that are incorporated in the training of Caliva budtenders are listening, building rapport and encouraging loyalty. Cannabis consumer profiles come along with certain nuance as part of a lifestyle approach. Listening is required in order to meet needs of customers but equally as important is the customer experience, which is where rapport is born and loyalty follows. Caliva offers a loyalty program and prides itself on its budtenders relationships to customers. Customers who Go Caliva come from budtenders who do too.