Policies
What are we not allowed to leave on a voicemail?
Discount Codes
Why is it important to ask when the customer plans to use the product?
We don't want to recommend the wrong thing. EX. A sleep gummy for a customer that needs to have something to keep them up during the day
Explain the process of top down selling?
Start with the highest-value solution first, then move down if necessary.
Why would we want to set up a sub with a customer?
Revolving/reoccurring sale every month, plus customer will get a discount every month which is a good sales tactic to use.
What is the Minimum number of products required in a recommendation?
3
If you need to call in for the day, what are the steps you need to complete?
Notify supervisor, submit time in WFM portal/ADP, Use call out doc
https://docs.google.com/forms/d/e/1FAIpQLSccn8OBT08jd1HpSRQ8FAa1OiUoe0UWe31GUA4idVnUZO4J9w/viewform
What is our highest potency flower?
Trap Cherries
Why does top down selling work when selling a customer?
• Establishes value upfront
• Positions lower tiers as easier 'yes'
• Increases average order value (AOV)
• Build trust through recommendations
True or false: Can store credit or Mood points be added to a subscription order?
False
What is the purpose of the Hook step?
To give urgency + value so the customer cares.
When making an employee order, where do you complete the order?
On our website only.
What is THCv mostly referred to as?
"diet weed" is the nickname for it, it suppresses appetites.
When would it be appropriate to leverage a discount when using the top down selling method?
NEVER!!! Joking - if the customer says I won't purchase today if I can't get a deal, if it's to win back after a bad experience, or if they have a very tight budget
What happens when “Send Now” is used on a subscription order?
The customer is charged immediately and the order ships right away
How do you properly do the medical disclaimer?
“Just a heads-up, I’m not a medical professional, so I can’t give advice about health conditions or treatments. Our products aren’t intended to diagnose or treat anything medical. If you’re unsure, I definitely recommend checking with your doctor!”
What is one thing we can NEVER do while assisting a customer with an order/points?
Login to their account.
What’s the key difference between Delta-8 and Delta-9 THC that you’d explain to a customer?
Delta-9 THC offers a strong, traditional "high," while Delta-8 THC is a milder, more "functional" alternative with lower potency. Delta-8 is often described as a "lighter" or "clearer" experience, reducing the risks of anxiety and paranoia associated with Delta-9
What are some common mistakes to avoid when Top Down selling?
Leading with the cheapest option first • Only offering one product • Talking price before value • Dropping down too quickly (aka Panic mode) • Skipping trial closing questions
What can customers do in their portal that agents cannot do?
Change products in an active subscription and start new subscriptions.
Why are discovery questions (probing) so important and how do they help you make a sale?
Discovery questions are important because they help you understand what the customer actually needs..
They uncover motivation, so your recommendation feels relevant and personal. When you use them well, customers are more likely to trust your suggestion, have fewer objections, and naturally move toward a sale because it feels tailored and not random or pushy.
What does SAE mean and what is the process to correctly report?
Serious Adverse Event
Our gummies contain Pectin, what is that?
a natural, plant-based soluble fiber (polysaccharide) found in the cell walls of fruits and vegetables, particularly in citrus peels and apples. It functions as a thickening, emulsifying, and gelling agent in food production, commonly used to set jams, jellies, and marmalades.
What is the core principle of top-down selling, and why does it increase average order value?
Definition: Start with the highest-value solution first, then move down if necessary. Why it works: • Establishes value upfront • Positions lower tiers as easier 'yes' • Build trust through recommendations • Prevents leaning in with discount
Your customer has an old sub set up with a past employee, what do we do?
We leave it alone, that wouldn't warrant restarting the entire sub.
Name the 3 key parts to successfully score during the "make and offer" section?
Make a recommendation that matches what you learned from the customer.
Must be a minimum of 3 items on the order recommendation.
Tie-back what the customer said to what you are recommending, and why they should care (PVP if/when appropriate [if it makes sense to use/say])