Move past “what are you after?” to guidance customers actually trust.
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The Sensemillier Customer Service course teaches the craft of cannabis guidance: asking the right questions, listening for what a customer really means, and recommending by effect and sensory fit rather than handing over a THC number.
Cannabis retail has trained customers to ask for a number and staff to hand one over. But people don’t want a percentage. They want an effect, a flavour, an evening that goes the way they hoped. Transactional service can’t deliver that, and it certainly can’t justify a premium.
Our Customer Service course teaches the craft of guidance: how to ask the right questions, listen for what someone really means, and recommend by sensory fit. You’ll learn effect-first selling and how to stand confidently behind premium products.
Work a dispensary floor for a week and the same people keep coming through the door. Tom has served all six for years. The course puts you in front of each of them, lets you make the first read yourself, and shows you what the good serve looks like. Here they are.
"What's the weakest thing you have?"
New to cannabis, still worried about the stigma, and she definitely doesn't want to end up on the couch having a panic attack. Weakest is her word for safe. Slow down, speak plainly, and start her low; she has no habits yet, so get her off to a good start and she'll be back asking for you by name.
Anything under twenty percent isn't worth his time.
Daily smoker, high tolerance, and the only number on the package that matters to him is THC. This is the easiest interaction of your day if you let it be. Where budtenders go wrong is trying to redirect him, so know your potency range, keep it short, and let him decide.
He'll tell you legal weed is overpriced within thirty seconds.
An OG who was smoking long before legalisation made it fashionable, and deeply sceptical of what the legal market has to offer. Don't argue; he's not entirely wrong, and he knows it. Show him real value at a price that doesn't make him roll his eyes and he might become the kind of regular who says little but keeps coming back.
Your favourite customer, and your most demanding one.
He knows cannabis well, cares deeply about quality, and wants to talk growing methods, flush periods and cure time at length. With him, what you know is everything. If you've tried something lately and loved it, tell him; if you haven't, say so. Find him something exceptional and you've made his day.
Rosin, live resin, a rig and a torch.
A concentrates guy with strong opinions and little patience for a recommendation he considers inferior. Be direct about what you know and honest about what you don't; he would rather talk to the right person than waste time with the wrong one. When he's happy he spends: premium extracts, accessories, new drops from producers he follows.
He has a number in his head and he's not going over it.
He isn't after the best cannabis in the store; he's after the best cannabis at his price point, and those are two different things. The mistake is underserving him because he's not spending much. Know your value range, find him the best option inside his number, and he'll come back every time.
Step out from behind the register and become the advisor regulars come back to ask for by name.
Make service your competitive edge and train a team that builds loyalty through guidance, not discounts.
Bring effect-first selling to chat and email, guiding customers through the choice with the same confidence as in person.
Interactive modules on customer psychology, effect-first questioning, terpene language, and premium positioning, with role-play scenarios drawn from the real floor.
Designed to turn a friendly transaction into the most in-depth customer service in the market: the difference a customer remembers, and returns for.
Recommending by the experience a customer actually wants - the effect, the flavour, the evening they are hoping for - instead of by potency or what is overstocked.
Budtenders building a regular clientele, retail leaders making service their edge, and online teams guiding customers through chat and email.
Interactive modules on customer psychology, effect-first questioning, terpene language, and premium positioning, with role-play scenarios drawn from the real floor.