Top 5 FAQs Budtenders Should Be Able to Answer

Dispensaries with loyal customers and strong sales have budtenders who can confidently answer THESE questions!

Sure, a good budtender can pull a product and close a transaction. A great budtender, however, has repeat customers and consistent sales numbers to show for it. What’s the difference between them? That great budtender is a lot more than just a salesperson.  

Budtenders regularly pivot between canna-curious consumers and long-time connoisseurs. They need to be intimately familiar with their products while staying aware of the latest science and industry news. 

They also have to answer a LOT of questions. 

Some questions have straightforward answers, but others require nuanced responses that need to be tailored to the individual. Sometimes, customers ask ill-posed questions that require tactful education. On top of that, budtenders answer these questions while building relationships and helping customers find the perfect product for their needs.

Navigating cannabis retail is no easy task, but being able to confidently answer customer questions with an open attitude is essential. It not only helps dispensaries thrive, but it creates a positive image for the entire cannabis industry. 

Whether you’re a dispensary agent looking to up your game or a product developer trying to compete in a saturated market, we’ve got answers to the top five most common questions dispensary customers ask their budtenders.

Budtenders Are Key to Customer Satisfaction and Loyalty

While there’s something to be said for a salesperson who helps customers purchase the exact product they ask for, that doesn’t always guarantee a customer will be satisfied. Sometimes, the product they thought they wanted doesn’t actually fit their lifestyle, or they simply don’t like it. This happens at all levels of retail, even with top-notch salespeople. 

Now, consider the diversity of cannabis consumers and their vastly different experiences or understanding of cannabis products. Sure, some long-time customers have their preferred products, brands, strains, etc., on lock. They understand their tolerance level, and they know precisely how they like to consume and enjoy cannabis. But what about everyone else? 

What about shoppers who have only purchased edibles but are curious about fast-acting vapes? How about older customers who are still trying to overcome negative perceptions of cannabis? And, of course, what about first-time consumers who have no idea where to start? This is why budtenders are such a vital part of the cannabis industry. 

When customers visit a dispensary, they usually have questions. Even regulars may ask, “What’s your most popular strain right now?” While questions like that are relatively easy to answer, a budtender who truly wants customers to be satisfied will know the importance of opening a dialogue and asking follow-up questions. This is particularly true for new consumers who need high-touch guidance to start them off on the right foot.

When budtenders learn they’re interacting with a first-time customer, follow-up questions are vital. A good rule of thumb is to ask open-ended questions that cover what, where, and how they’ll consume. Here are a few examples of what that might look like.

• WHAT: What’s your history with cannabis? What kind of experience do you want? What effects are you looking for? What’s your tolerance like?

• WHERE/WHEN: Where will you be using these products? When do you want to use these products? Will you consume alone or with friends?

• HOW: How do you want to consume your cannabis?

First-time customers might not know the answers to these questions, but that’s not a problem. This conversation is an opportunity to get them started on the right foot and form a lasting relationship. 

Use the few answers they do have to ask follow-up questions (e.g., You said you’re not interested in smoking, but have you ever tried edibles or drinkables?). Conversely, you can provide basic info for them to consider as they try new products, and you can recommend various options for them to experiment with.

Just remember to always encourage them to come back, ask questions, and let them know that their feedback is important. When customers tell a budtender how a product did or didn’t work for them, it gives budtenders valuable insights to help them recommend the right follow-up products.

1. What Product or Strain Has the Highest THC?

This is a common question and budtenders will hear some version of it during every shift. Budtenders should be familiar enough with the products on their shelves to quickly answer this question or easily look it up. It’s helpful to know this answer for all product types. For example:

Answer: Our vape cart with the highest purity THC is _______, but if you prefer edibles, then _______ has the highest THC per serving.

The issue? Many consumers assume higher THC levels indicate higher product quality, but that’s not necessarily true. Customers may experience far more potent effects from products with lower THC levels but more robust overall profiles. It depends on the unique interactions between various compounds like cannabinoids, terpenes, and flavorants. So, buying cannabis based on THC levels is kind of like buying wine based on the way the label looks. Seems unique, but it’s mostly marketing.

In this scenario, try to discover why they want products with high THC levels and shift the conversation from quantity toward quality. Be tactful with this discussion, though. Customers don’t want to be made to feel like they’re wrong or unintelligent. 

Follow-Up: What effects are you looking for? If you’re after something stimulating, I recommend these strains. My regulars who like a good pick-me-up love them.

2. What’s the Difference Between Indica, Sativa, Hybrid?

While the terms indica and sativa have been part of cannabis culture for decades, they’ve taken on meanings that aren’t necessarily accurate. Oftentimes, “sativa” is used to describe cultivars with energizing or uplifting effects, while “indica” is used to describe those with “relaxing” effects. The most accurate way to use these terms, however, is to describe cannabis plant biology. At this point, virtually every strain that isn’t a landrace is a hybrid.

This misconception is very ingrained in cannabis culture, though. Brands sometimes lean into these misnomers by advertising relaxing products as indica and stimulating products as sativa… even when the strains they use don’t exactly fall into those categories.

So, how can budtenders tactfully answer this question? Address the previous use of these terms (there’s no getting around it), give them a BRIEF explanation of their accurate descriptions, and follow up with questions to help determine what effects they’re looking for.

Answer: Indica and sativa are the subspecies of the cannabis plant. Sativas are tall and skinny, while indicas are bushier. Brands often use these terms today to mean uplifting or relaxing, so why don't we start there? What sort of effects were you looking for?

3. What's the Best Cannabis Product for Relaxation?

This is a surprisingly complicated question to answer. First and foremost, budtenders need to clarify that they are not medical professionals, and this question could be interpreted as a request for medical advice. While budtenders are highly trained in cannabis science and compliance, they must stay focused on product labels and their intended effects.

When customers come in looking for specific effects, budtenders should already have a list of products ready to recommend for each product type. 

Answer: I’m not a medical professional, so I recommend talking to your doctor about potential health effects. I do know our products really well, though, so let’s start there. These products tend to promote relaxing effects, and a lot of my regulars agree. Everyone is different, though, so can you tell me what’s worked for you in the past? 

The answer to that follow-up question, combined with product knowledge, will help narrow the list of options that suit a customer's needs. A budtender should know enough about the products they offer so they’re familiar with the intended effects listed by producers. For example, if a customer felt the effects they wanted, but the effects didn’t last long enough, a budtender should be able to recommend a suitable alternative.

Trial and error is a big part of finding the right product, and it’s normal if a customer needs to try several options before finding the right one. If they seem discouraged, maintain a positive attitude and let them know you’ll continue to help them find the right product. It’s a journey, and you’re there to be their guide!

4. What Are Terpenes?

While it wasn’t always the norm, more labels are starting to include dominant terpenes alongside cannabinoid information. This is a good thing! More data means more direction to find the right products. It also means customers need more education. That’s why budtenders might get questions like “What’s the deal with terpenes?” or “Weed’s flavor comes from terps, right?”

Terpenes are organic hydrocarbons found in the essential oils of many botanicals. These aromatic compounds can be found in fruits, spices, herbs, and cannabis. For example, Linalool smells sweet, floral and can be found in lavender and roses. In contrast, beta-Caryophyllene smells spicy, woody and can be found in black pepper, oregano, and more.

That might be information overload, though. Good budtenders know their terps. Great budtenders know how to talk about them. Here’s how to simply answer questions about terpenes while helping guests understand why they should care:

Answer: Terpenes are essential oils that influence the flavor and effects of cannabis. Other compounds are at play too (like flavorants!), but terpenes are the foundation of a strain's aroma.

If you’ve piqued their curiosity, they may ask more about what influences flavor and aroma. So, be ready to have that conversation! There’s a LOT to unpack, so we highly recommend reading up on the Science of Exotic Cannabis research for the full breakdown on cannabis flavorants (Psst! THESE are the naturally occurring compounds that really define a strain’s flavor profile). 

5. What Are Your Favorite Cannabis Products?

As a budtender, this is one of the best questions to get. It’s an opportunity to convey enthusiasm for the industry, showcase expertise, and introduce customers to new products on your menu! This is also a great chance to help them take advantage of relevant promotions.

First, budtenders should have a solid answer for EVERY product type in the store. That way, they’ll immediately have a response if a customer asks, “What’s your favorite vape cart?” or “Which edible do you like best?” Always let them know WHY it’s your preferred product so they’ll have context for your recommendation.

If a customer asks about a product type you’re not familiar with, pull in another budtender who is! This sort of collaborative sales scenario shows the customer that you genuinely want to find them the right product, even if it’s not one you’re personally familiar with.

Answer: I don’t dab, but my friend Marco is an expert on concentrates. He’s the perfect person to help. Let me see if he’s available!

This is also a good opportunity to emphasize your most popular products and those with special promotions. Budtenders can refer to the weekly or monthly top-selling SKUs in their POS systems for popular products. Additionally, they can help customers create a bundle of products that take advantage of promotional offers.

Answer: I’ve loved all of the gassy carts from _____. We’re running a special on them right now, too. The entire line is __% off, so this might be a good time to bundle them with those edibles you were curious about!

Seed Talent | Advance Your Cannabis Career

The path to a brighter cannabis future involves welcoming, knowledgeable retail spaces where customers feel empowered to find the right product for their needs. That means giving budtenders the professional development tools they need to provide the best customer service possible. 

That’s precisely what Seed Talent is all about.

Seed Talent offers professional development regarding compliance, company info, industry foundations, and product training directly from top brands in dispensaries today. Hit the link below to be added to the Abstrax Academy community, where you’ll gain access to our growing suite of courses designed to propel your professional and personal cannabis goals. 

Register for FREE today!

Profiles of Trending Strains Budtenders Will Encounter

SHOP Super Boof

Don’t let the name fool you. Leafly’s 2024 Strain of the Year may sound goofy, but Super Boof has won hearts, minds, and multiple awards with notes of fruit-forward cherry, subtle berries, and dank Tangie gas. Embrace the boof!

SHOP Bacio Gelato

Out of the tens of thousands of cultivars we’ve analyzed, Bacio Gelato reigns supreme as the gassiest strain ever measured. Created in partnership with Mario Guzman of Sherbinskis, this is the world’s only authentic and official Gelato terpene profile.

SHOP Jack Herer

Born from thousands of hours of research and development, the Signature Series represents a brand new age of authenticity in cannabis. Made in full collaboration with the Herer family themselves - this is the definitive Jack Herer.

SHOP GMO

As the first to benefit from our breakthrough discovery, GMO is kicking off the next era of botanical aromatics. Flavorants Skatole and Indole multiply its notoriously savory and funky notes for a loud, gassy, and undeniably pungent finish.

SHOP Blue Dream

After years of searching, we’ve discovered the best version of this cultivar and modeled it from a particularly juicy sauce. This invigorating blend of sweet blueberries captures the sexiest, most iconic version of Blue Dream.