Coach Card
You clearly know and love this product, and it shows — the enthusiasm is real and the send-off was genuinely warm. Both of those are the hard part, and you've already got them. What's left is timing, and it's all at the front of the visit: the customer stood waiting a couple of minutes, and once you got going, the recommendations arrived before the questions did. Small shifts, big difference.
✓ What you did right
Your product passion carries this one. Naming your own favourites (Exotic Gas, Master Kush Ultra) and pointing her to the Animal RNTZ with an actual reason — format and high THC — is exactly how you make someone feel like they're getting the insider pick, not the shelf-talker version. And that close, “I hope you enjoy!” — that's a real human moment, and you can't fake those. Keep it.
↑ Level up: one question, and your favourite becomes hers
“Is there any of the packs, like the 10 packs, that you would recommend?”She asked you to recommend — that's an open door, not a finish line. The instinct to reach for your own favourites is right; it just needs one question in front of it first. Ask “What are you usually into?” and follow her answer — if she says “depends on my mood,” that's your opening for “fair enough, what are you after this time — chill night in, or something more social?” Then your pick isn't just your favourite, it's hers: “For a chill night, the Exotic Gas is exactly it.” Same enthusiasm, now aimed — and that's what makes someone come back and ask for you by name.
🎯 Answer the exact question asked
“it's not necessarily a 10 pack, but I do really like the Exotic Gas”She asked for 10-packs; the first picks were five-packs. Great products — just anchor to what she asked for first (“for 10s, the Animal RNTZ is my shout”), then offer the five-packs as an “if you're open to it…” bonus. Same knowledge, cleaner path.
👋 A two-second greeting closes the gap
You were mid-transaction — completely understandable — but a couple of minutes is a long time to stand unacknowledged. A quick “Hey, I'll be right with you!” over the shoulder turns a wait into a welcome. Acknowledge fast, serve when free.
Store GM Summary
Sample Location · Sample Date · Rep: Jordan R.🏆 Strength to protect
Product-passionate rep with a genuinely warm close — a real relationship strength. Directed multi-pack pickup, clean checkout, nothing that hurt the customer experience.
🎯 Top coaching priority — the front of the sale
Discovery (Questions 2/5) — recommendations came before any questions were asked. This is the skill worth building over time.
Greeting speed (Opening 2/5) — the customer waited ~2 minutes without acknowledgement while the rep finished another sale. Likely a busy-store one-off, correctable with a single habit.
Suggestion Selling and Objections were N/A for this visit. Both flagged items are coachable habits, not attitude.
Sample Location · Sample Date · Rep: Jordan R.
Strong product fluency and relationship warmth, soft on the front of the sale — both greeting speed and discovery.
Operational note, not a habit signal. The unacknowledged wait is a single-visit note (busy store, solo coverage) rather than a recurring pattern.
Biggest headroom: discovery. Recommendations arrived before questions did — this is the step with the most room to grow.
Trend context, not a conclusion. Discovery is the lowest-scoring step across several recent visits; greeting-under-load is worth watching if it recurs at busier times.