Budtender Quick Guide
This guide covers everything you need to know as a budtender using DubLedger.
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Your First Day
Logging In
1. Open the DubLedger app on your tablet or computer.
2. Enter your email and password.
3. If you have 2FA enabled, enter the code from your authenticator app.
4. You are now on the main dashboard.
Your Permissions
As a budtender, you can: process sales using the POS, search and view products, view customer profiles and scan IDs, apply discounts (up to your assigned limit), view your own sales performance.
You cannot: void transactions (manager required), add or edit inventory (manager required), view all reports (manager required), change system settings (manager required).
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Processing a Sale
Step-by-Step
1. Press F2 or tap Quick Sale to open the POS.
2. The screen splits into two sides: product browsing (left) and cart (right).
3. Tap a category (Flower, Concentrates, Edibles, etc.) to browse products.
4. Tap a product tile to add it to the cart.
5. Adjust quantity if needed.
6. Tap the customer area to search or scan ID.
7. The system checks ID expiration, age verification, and purchase limits.
8. Tap the Checkout button.
9. Review the order summary and select payment method.
10. Complete the sale and print the receipt.
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Keyboard Shortcuts
| Key | Action | When to Use |
|-----|--------|-------------|
| F2 | Open Quick Sale | Start a new transaction |
| F3 | Scan Customer ID | Verify customer before sale |
| F5 | Open Order Board | View pending orders |
| F7 | Apply Discount | Apply a discount to the cart |
| Esc | Close / Cancel | Close modals, cancel actions |
| Ctrl + K | Search Products | Find a product by name |
| Ctrl + D | Search Customers | Find a customer profile |
| Ctrl + Enter | Complete Sale | After selecting payment |
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Customer Service Tips
Greeting Customers
- Greet every customer with a smile and friendly welcome.
- Ask if they have visited before.
- If new, explain the process (ID check, browsing, checkout).
- If returning, acknowledge their loyalty status.
Recommending Products
- Ask about their preferences (Indica, Sativa, Hybrid, CBD).
- Ask about their desired effect (relaxation, energy, pain relief, sleep).
- Recommend products based on their answers.
- Mention new arrivals or staff picks.
- Be honest about product availability and quality.
Handling Questions
- Know the THC/CBD percentages of popular products.
- Know the differences between product categories.
- Understand the effects of different strains.
- Be familiar with current promotions and discounts.
- If you don't know, ask a manager or senior budtender.
Dealing with Difficult Customers
- Stay calm and professional.
- Listen to their concerns without interrupting.
- Apologize for any inconvenience.
- Offer solutions (discount, replacement, manager assistance).
- If they are angry or threatening, call a manager or security.
- Never argue or escalate the situation yourself.
Upselling (Optional)
- Suggest complementary products (e.g., "This flower pairs well with these papers").
- Mention the loyalty program and how they can earn points.
- Suggest trying a new product or strain.
- Recommend accessories (grinders, storage, etc.).
- Keep it natural and helpful, not pushy.
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Compliance Essentials
ID Verification
- Every customer must show a valid, unexpired ID.
- Acceptable IDs: Driver's license, state ID, passport, military ID.
- Check the expiration date.
- Verify the photo matches the customer.
- For medical patients, verify the medical card as well.
- Scan the ID if possible (more reliable than manual entry).
Age Verification
- Recreational customers must be 21+.
- Medical patients must be 18+ with a valid medical card.
- Calculate age from the date of birth.
- If unsure, ask a manager.
- Never sell to someone who is underage.
Purchase Limits
- Know your state's daily and monthly limits.
- The system tracks limits automatically.
- If a customer is near their limit, warn them.
- If a customer exceeds their limit, the sale is blocked.
- Do not override limits without manager approval.
Product Knowledge
- Know the difference between recreational and medical products.
- Understand dosing for edibles and tinctures.
- Know which products require lab tests.
- Be aware of any product recalls or alerts.
- Check product expiration dates before selling.
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End of Shift
Closing Your Register
1. Count your cash drawer.
2. Compare to the system total (should match).
3. If there's a discrepancy, note it and notify a manager.
4. Print the end-of-shift report.
5. Sign out of the POS.
6. Lock your tablet or computer.
Handoff to Next Shift
- Brief the next budtender on any issues or special orders.
- Share any customer feedback or concerns.
- Mention any low-stock products that need reordering.
- Note any equipment issues (printer, scanner, etc.).
Personal Performance
- Review your sales metrics for the day.
- Compare to your average and goals.
- Identify areas for improvement (upselling, transaction time, etc.).
- Set goals for your next shift.
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Common Scenarios
Scenario: Customer Forgot ID
- Politely explain that ID is required by law.
- Offer to hold their products while they retrieve their ID.
- Do not make exceptions, even for regular customers.
- If they become upset, call a manager.
Scenario: Product is Out of Stock
- Apologize for the inconvenience.
- Suggest similar products or alternatives.
- Check if the product is available at another location (if multi-location).
- Offer to notify them when the product is back in stock.
- Suggest pre-ordering for the next shipment.
Scenario: Customer Wants a Refund
- Explain the store's refund policy.
- If within policy, process the refund (may require manager).
- If outside policy, offer alternatives (store credit, exchange).
- If they are unhappy, call a manager.
- Document the reason for the refund.
Scenario: Payment Declined
- Politely inform the customer that the payment was declined.
- Suggest trying a different payment method.
- Do not make the customer feel embarrassed.
- If they have no other payment method, offer to hold the products.
- Call a manager if the customer is upset.
Scenario: Customer is Intoxicated
- Politely observe if the customer appears intoxicated.
- If you suspect intoxication, do not sell to them.
- Politely explain that you cannot sell to someone who appears intoxicated.
- Offer to call them a ride or taxi.
- If they become aggressive, call security or a manager.
- Document the incident for compliance.
Scenario: Suspected Resale or Diversion
- Be aware of customers who make large purchases frequently.
- Note customers who ask about shipping to other states.
- If you suspect diversion, do not confront the customer directly.
- Notify a manager or compliance officer.
- Document the customer's purchases and behavior.
- Follow your store's protocol for suspected diversion.
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Professional Standards
Appearance
- Wear clean, professional attire.
- Follow your store's dress code.
- Wear your employee badge or ID at all times.
- Maintain good personal hygiene.
Communication
- Speak clearly and professionally.
- Use respectful language.
- Avoid slang or inappropriate comments.
- Be patient with customers who are new or have questions.
- Do not discuss personal matters with customers.
Knowledge
- Stay current on product knowledge.
- Attend training sessions and meetings.
- Read product descriptions and lab test results.
- Ask questions when you don't know something.
- Share knowledge with coworkers.
Integrity
- Be honest about products and pricing.
- Do not steal or allow theft.
- Report any suspicious activity.
- Do not consume cannabis during your shift.
- Do not sell to friends or family outside of policy.
- Follow all compliance rules and regulations.
Teamwork
- Help coworkers when they are busy.
- Share tips and best practices.
- Communicate issues or concerns to managers.
- Support new employees.
- Maintain a positive attitude.