Elev8 Head Shop Retail Sales Employee Associate Training Manual – Guide To Success

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Posted by Steve K on August 10, 2020

DOC LINK

Things that need to be done on the first day

  The purpose of this operating procedure is to establish and define the accountability, reporting relationships, responsibilities, and measures of performance of the (JOB) Position of Hemp or Elev8 Glass Gallery. Basics 

Job Duties to Elev8 the shop and customer experience

  • Greeting the customer
    • Acknowledge every customer that comes in, no matter what
      • If they have not been in the shop, you must tell them the story, it is what helps makes us different.  If they are returning, welcome them back and GQPC.  If you have not seen them, ask them if they know our story
      • Get to know your regulars, these people pay our bills and we are nothing without them.
      • Show all our products to customers.  If they are in a hurry, you can skip this, but many times they are interested in what we have to offer.  Show them the Silver Surfer and ask if they would like to try it.  Tell them about our glassblowing classes, cremation glass and our events.  Use a transition to go from one topic to the other.
      • Let them know we offer Glassblowing Classes
        • Earn commissions
        • Offer buy one get one free on Liquid Arts if they buy a Silver or Super Surfer.
      • Let customers know and sign them up for Elev8 at Home.
  • Trello Checklists
    • Complete the Open list if you open HEMP ELEV8 every day.  Use the checklist even if you have it memorized; no need to memorize, we have a checklist to help with that
    • Complete the Close list if you close HEMP ELEV8se the checklist even if you have it memorized, no need to memorize, we have a checklist to help with that
  • Make a Sale
    • Give out customer loyalty cards and sign them up.  More importantly, tell them about our ambassador program, and if they loose the card it can be used at either location.  Then they can show us their page for their discount.  They get discounts on all these items.
        • Only put their info with them there into the QuickBooks.   Make a note and then add them to Elev8ambassador.com.  They will get an email from it.  Learn the system, use your experience and let them know it is easy and offers great rewards.
      • Offer bundle deals on any product to get people to spend more money on the ticket.  This in the long run helps the customer and us.
        • You can offer up to a 25% discount on any
        • Post on social media any glass that has been sitting for a long time.  It can be up to a 40% discount if the glass is over 2 years old.
      • Any heady can be given a 15% loyalty discount, MOVE THE GLASS
    • Earn commissions on great products
    • Glass that sells must be updated if it is on the website.  This is noted by a hologram sticker on the bottom.  Learn the process here.
  • Keep Inventory
    • Make sure any glass on the website that sells is taken off.
    • Check Quickbooks to see if we have more
    • If something sells replace it with an item from the back
  • Keep
  • Update the Events sheet when you have free time.  All employees should let their manager know about any events that are coming up that we can be a part of.  Employees and Ambassadors can earn up to $50 in store credit.  They must be approved by Shop Manager.

Personal Basics

  • Complete Elev8 University. 
    • Complete Elev8 University Wholesale if you plan to make sales calls.  You will earn 10% commision on wholesale orders that you get when working on the clock as the store.
  • Communication is KEY!  We are nothing without communication.  If you notice a problem let your manager know.  If you have a question and you do not find it in this knowledge base, hit this LINK and leave a question.
  • New Hire Training Outline
    • This is the basic steps we will take to get you trained up for success.
  • Thinking for yourself is a must here.   There are times when you must engage the customer and answer questions for them.  Knowing our products is a must to succeed here.  Knowing the Elev8 line of products along with the Elev8 Distribution line of products and how to sell them will also make you more money!
  • Tell us anything and everything that has to do with the company the good and more importantly, the bad.  Here is the perfect place to do that.
  • Know what to do without being asked by knowing this knowledge base and how to use it.  There is a wealth of info here and from its links.
  • Elev8 Glass Gallery is different because of YOU.  How you interact with our customers is very important.  We expect you to always have a positive, helpful and energetic vibe.
  • If you’re sick we need to know at least 3 hours before your start time so we can find a replacement.
  • 15 min breaks are what we get here at Elev8.  The law is a 10-minute break but we feel the extra 5 minutes is nice.  Please do not take advantage of this.
    • You get one 15 min. break after 4 hours.
    • You get only a 30-minute lunch if you work 6 hours
    • You get two 15 minutes and one 30 minute lunch if you work for 8 hours.
  • Using the Time Clock
  • Don’t throw away anything we can reuse.
    • Windex bottle ect.
  • Pay Period is every other week.
  • Taking Time Off
  • Know how to use the snipping tool for emails and web
  • Taser Panic button/ what to do if you get robbed
  • No smoking on the clock
  • Any theft by an employee is immediate termination and all necessary legal actions will be taken
    • Giving people discounts for free stuff is stealing or theft from the company
  • DTA means Don’t Trust Anyone. 
  • Don’t pick up broken glass with your hands!
  • How To deal with Misc/ clearance items
  • Quickbooks/ DSI/ internet
  • Customers come first, call back any missed calls
    • If you have a customer in the store they get your attention.  If you can answer the phone and tell the person you are helping someone now and you can take their name and number and call them back when you are done helping the customer in the store.
  • 999 numbers
  • Gender neutral 
  • Staying off of your phone
    • Using your phone is perfectly acceptable on your breaks.  The only phone use while on the clock should be social media on the shop phone.
  • Always put products back on the proper shelf
  • The word BONG
  • Dress Code/Uniforms
  • If you don’t find an item in the store follow this procedure
  • If an item comes up a 0 in inventory
  • If you check inventory in Quick Books and it says 0 it means we are most likely out of the item. If you think we have the item, check back stock or call someone who might know where they are located.
  • Always watch people as best as you can
  • Pick an emoji for IG, trello use and any other use.  Once you pick this emoji this will be your permanent emoji.  This is used to keep track of who posted an IG post, in trello for communication and whatever else we use it for in the future
  • MAKE MORE MONEY!!  Learn How To Earn Bonuses 
  • Grow with Audible
    • With this you can listen to any book Steve has in his library, most a business and self-help books.  If you see a book ever you feel can help you in the business let Steve know.
  • If we ever reorganize a case, take a picture before for a reference
  • First in, first out stocking rule
  • Be back in 5 sign ( if you have are alone and end-use the bathroom.) 
  • Be careful, glass can break and can not be made the same.  If something breaks it is gone and a loss of revenue to the store.  Everything in here is bought and paid for, so be careful
  • Don’t just use our store cleaners or butane for your own personal torches or glass.   You need to buy these and we have a good discount for our employees.
  • How to deal with broken or defective glass
  • Keep the work phone on you
  • Use the velvet pads so we don’t scratch the glass
  • Save hang tags
  • WWW.ELEV8GLASSGALLERY.COM online sales (price match)
  • Don’t trust black handles on bags
  • Exchanges at store-purchased only
  • We work these holidays 420, 710, Halloween
  • NO personal stuff on company computers, no email, nothing.

Shop Basics

Basics At Elev8 Downtown

  • NO BACKPACKS DOWNTOWN 
  • No Outside Beverages

Basics At Elev8 HEMP (east side)

  • Sap at hemp (Don’t sit) 
    • Please do not sit anywhere under the trees at the Paonia location. You will get stuff on your pants if you sit under the trees. Be aware when you sit on at the table by the shed as well. There is sometimes stuff from the tree that falls onto the bench and ground that will leave marks on your pants if you sit on it. 
  • How to do decals

Retail Sales  & Register

  • Always ID people for their age. YOU get a fine if you sell to an underaged person.
  • Credit Cards
  • Use QuickBooks as an inventory tool. (except at hemp) Never tell someone we don’t have something because it’s not out. Check QBs for inventory. For example, a person wants a black backpack and all we have out is blue. Look it up and if not at your store, call the other store to check
  • How To Make A Sale In QuickBooks
  • How to Make A Sale if Quickbooks is Down
  • ADD as many people to the customer list as you can.  We want to utilize this someday for sending out emails. 
    • Getting emails is the best and the phone number is second best.  Both is ultimate!
  • Earn Commission on products we make or promote.
  • Don’t ever ring yourself out.  If anything were to go wrong with a discount, this is to protect you from being held liable.
  • How to do gift cards
  • Checking for counterfeit money
  • Always count back change
  • What to do if keyboard/ printer/ mouse stops working
  • Custom Glass and repairs
  • Everyone knows Becca and Steve, and wants a discount.
    • You’re going to get a lot of people into the store that say they know Becca or Steve or Teresa or whoever and that does not entitle them to a discount. If it’s a big issue all you guys have to do is make a phone call. Because no matter what everybody knows Becca and everybody knows Steve and if they really knew me they would call me and tell me they were on their way down there and I would let you guys know.
  • We don’t take trades on glass
  • We do take Desktop and portable dry herb vaporizer trade-ins
    • Fill out this FORM when you have a trade-in to receive credits
  • Mystery boxes not guaranteed.  Fully random products in there
  • We don’t take checks
  • Selling glass that is also on the website.
    • This glass must be removed from the website.  You can learn how to do that here.  Only managers and supervisors have access to do this as well as Steve and Chris.
    • If you can not take it off for whatever reason you must take a picture of the glass can send it to Steve at this time.
  • Selling papers in bulk
    • If a customer is buying papers or blunt wraps in bulk that are non tobacco products we give them a 15% discount.
  • Face money the same way in the cash drawer
  • Stocking is so so so very important if it’s not on the shelf, it’s not going to sell
  • Ask if they want their product bubble wrapped, ask if they want a receipt and a bag
    • Bubble wrap only AFTER the payment has gone through or been taken.
  • Only give a discount if they ASK.  Every penny counts
  • Swag jars (One per person)
  • Group Items (explain more please)  
  • Haggling and working with pricing with customers on high-end glass
  • No REFUNDS only exchanges or credit
  • No double discounts
  • Layaway
  • Pikes Peak safety word

    • We use the same safety word for both locations, it is Pikes Peak. If you are ever in a bad situation or would like Becca to watch the cameras text or call her and say Pikes Peak. Texting is easier and more discreet but a phone call will get her attention quicker if its an emergency. If it is a serious emergency you can also hit the panic button and the alarm company will alert Becca. She will then check the cameras to asses the situation.

  • Must be 18
    • The easiest way to do this is today’s date and today year minus 18 years.  Right now it is 2019 and 2001 is the year that someone must be born in an older than today’s date
  • Consignement Art for the Artist Program

Customer Service

  • Customer service is key to customers returning
  • Know your regulars
  • Don’t say “I don’t know” if someone asks you a question that you can’t give an answer to. Say “That’s a good question, let me find out an answer for you and I will get back to you”.
    • At that time you can call Becca or Steve with the question and get the answer for them at that time.  Most preferred way, or just google it together with the customer!
    • Get the customers info and find out the answer.  Making sure that you 100% get them the info by email or phone.
  • Always ask people if they have been here before, if not ask them how they heard about us. I need feedback on what avenues are working to bring people in.
  • Always have a smile and thank people for coming in. If they don’t have a pleasant experience they won’t wanna come back. 
    • If you can get the opportunity to shake their hand DO IT!  This human touch is very very valuable.
  • Don’t tell customers we are closing.  We are here for them.  Let them look.  If for some reason they are really just lingering you can say something like, “wow, I did not realize its almost the end of the day, no rush, I just realized this day went fast!”  This can let them know without saying get out.
  • Don’t treat handicapped people differently
  • Kids in the store
  • Knowing when to ask people to leave(This link needs more help please Becca.)  
  • How to deal with the homeless, or anyone that’s making you feel uncomfortable
    • Homeless people will usually have to ask them to leave all their stuff outside because they have a lot of things which automatically upsets them. We usually ask them if they know what they’re looking for or if they’re serious about buying something. There’s been about three or four that we’ve told if we ever see them again we will call the cops on them. Dave don’t fuck around with them either so thankfully they know that he’s right next-door so they don’t come around anymore. It all depends on the situation like I said we’ve had the sweetest homeless people in here ever and we’ve had the stinkiest most fucked up out of the universe kind of people in this store
  • Don’t ever argue with someone
    • Go by the rule that the customer is always right.  Sometimes this can be hard, but it must be this way and has been this way for customer service
  • Filling torches and zeroing out butane\
    • If someone buys Butane with their torch we always use their butane to fill their torch and make sure that it works. I won’t let a product leave here not knowing that it works so we do zero out cans of butane that we can use to make sure that the torches work before they leave the store. We do not fill them up all the way and we fill them up with the most affordable butane we have. So zero out a can from inventory if we are out, we do want them to know their torch is working. But like I said if they buy butane we always use theirs instead of ours
  • Calibrating scales
  • We clean off every price tag that leaves this place
  • When you help a customer say your welcome and my pleasure.  Working here should be pleasurable and helping people is one of the best things a human can do.  Helping should be pleasurable and
    • When the customer is done or at any time try to make physical contact with them like a handshake saying it was a pleasure to help you.  This goes such a long way!
  • Checking blunt wraps
    • We check every single blunt wrap up before it goes out the door to make sure it’s not crunchy and dry. I’ve been keeping a humidifier in the room that we keep them so they don’t dry out very quickly. It’s just a courtesy to make sure they’re not dry buying a dry blunt wrap. If they walk back in two minutes later and their wrap is dry we will swap it out
  • Make sure if it’s a used item you explain to them it may take longer, or they may have to go through the manufacturer(explain more please)  
  • How to deal with a person that does not speak English or is hearing impaired.

Product Knowledge and History

  • Silver Surfer Story
  • 7th Floor
  • The only reason we exist is because of Steve and the SSV
  • Sister companies not the same, we’re not 7th Floor or Elev8 Distribution.  Each shop is its own entity, but we work as a team.  As we open more shops the Elev8 Lifestyle will grow!
  • Learn about the glass artists of the industry
  • 7th Floor Product Videos
  • Vaporizer Repairs, masking tape
    • It’s just like how we put the permanent marker on glass repairs we put masking tape on vaporizer repairs so we know if it came from the store if it’s a custom repair or where it belongs because masking tape rips off extremely easy. This is just how our Vape’s don’t get lost in the abyss
    • You will also fill out the repair trello card.
  • Tagging items ($25 and under on TOP, $30 and over BOTTOM)
    • Most people who are buying something $25 or less don’t care about the way that it looks, that’s why we tag everything 25 and under on top because people are usually just in an out trying to buy something quick. For everything $30 an over we tag on the bottom. This is because we feel like people spend more time and love picking out a pipe so they get to see more of it instead of An ugly price tag. So everything 25 and under gets tagged on the top and everything 30 and over gets tagged on the bottom
  • Pendant String
    • If someone buys a pendant and wants to wear it out of the store we string it out for them so they can wear it out of the store. I buy a four dollar thing of cotton string from Hobby lobby so that it’s nice around their neck
  • T2 Titanium is the standard type of titanium used for dabbing.  All Elev8 TI is T2
  • Platinum Grade silicone
    • This is one of the best ways silicon is manufactured into products.  It is how the silicone is cured.  Widely accepted in applications where purity is a concern.  The name platinum is more of a selling feature than anything else as the silicon products can only be made this way to get what we are looking for.
  • The smell in butane is an additive just like in natural gas.  Many gasses do not have a smell so stinky additives are added to save lives 
  • Every bong or rig comes with a bowl
  • Phoenix Oath Glass Warranty is for all Elev8 and Elev8 Premier glass.  Learn how to sell it.
    • You can see if someone is registered for their Phoenix Oath here
  • Diffuser Beads
  • Elev8 Grinders and Custom Engraving
  • Detox Cleansers
  • What is Kratom
  • What is CBD

Cleaning

Marketing

Other

 

1. Introduction & Purpose

  • Define accountability, reporting relationships, responsibilities, and performance measures for employees at Elev8 Glass Gallery & HEMP.
  • Establish expectations for work ethic, customer engagement, and teamwork.

2. Core Job Duties & Customer Experience

A. Greeting & Customer Interaction

  • Acknowledge every customer, whether new or returning.
  • Share the store’s story with new visitors.
  • Get to know and build relationships with regulars.
  • Offer product education and demonstrations.
  • Inform customers about glassblowing classes and other services.

B. Sales & Promotions

  • Explain loyalty program and ambassador program benefits.
  • Accurately enter customer information into QuickBooks and Elev8Ambassador.com.
  • Offer bundle deals and upsell products to increase ticket value.
  • Apply appropriate discounts and commissions on select products.
  • Utilize social media to promote slow-moving glass.
  • Ensure all website-listed glass that sells is updated accordingly.

C. Inventory Management

  • Remove sold products from the online store.
  • Verify QuickBooks inventory before confirming stock availability.
  • Restock items from the back when necessary.

D. Events & Marketing Contributions

  • Update the Events Sheet with upcoming community events.
  • Assist with promotional outreach and social media engagement.

3. Employee Responsibilities & Store Conduct

A. Training & Communication

  • Complete Elev8 University training.
  • Prioritize clear and effective communication with managers and teammates.
  • Use internal resources (knowledge base, Trello) for questions and reporting issues.

B. Attendance & Work Hours

  • Notify management at least 3 hours before the shift if unable to work.
  • Break and lunch policies:
    • 15-minute break for shifts over 4 hours.
    • 30-minute lunch for shifts over 6 hours.
    • Two 15-minute breaks and one 30-minute lunch for 8-hour shifts.
  • Use time clock for clocking in/out.
  • Follow the pay period schedule.

C. Safety & Security

  • Use Taser panic button in emergencies.
  • Follow theft prevention policies—any theft results in termination.
  • Be cautious with discounts—giving away free items is theft.
  • Always monitor customers and handle glass with care.
  • Use proper tools to clean up broken glass.

D. Professional Conduct & Workplace Policies

  • No smoking while on the clock.
  • Limit personal phone use—only allowed during breaks or for social media promotions.
  • Maintain dress code and uniform standards.
  • Avoid using store supplies for personal use.
  • Be mindful of shop cleanliness and organization.

4. Store Operations & Procedures

A. Opening & Closing Procedures

  • Complete Trello checklists for opening and closing.
  • Set/reset the store alarm properly.

B. Retail Sales & Cash Handling

  • Always verify IDs for age-restricted purchases.
  • Follow credit card policies:
    • $5 minimum for card transactions.
    • Never manually enter card numbers.
  • Use QuickBooks for inventory tracking and sales processing.
  • Train on layaway and gift card processes.
  • Properly check for counterfeit money using pens/UV lights.

C. Customer Service Best Practices

  • Always prioritize the in-store customer experience.
  • Follow up on customer inquiries rather than saying “I don’t know.”
  • Treat all customers with kindness and professionalism.
  • Avoid telling customers the store is closing—let them browse naturally.
  • Understand how to manage difficult customer interactions.
  • Follow proper handling procedures for homeless individuals and loiterers.

5. Shop-Specific Guidelines

A. Elev8 Glass Gallery (Downtown)

  • No backpacks allowed.
  • No outside beverages.

B. Elev8 HEMP (East Side)

  • Avoid sitting under trees due to sap.

6. Product Knowledge & Handling

  • Learn the history of Elev8 and Silver Surfer vaporizers.
  • Understand the differences between Elev8 Glass Gallery, 7th Floor, and Elev8 Distribution.
  • Familiarize yourself with popular glass artists and their work.
  • Properly handle high-end glass and ensure security measures are in place:
    • If the glass is over $1000, have the customer fill out a verification form.
    • Limit to three pieces out at a time.
    • Only water test the final two pieces a customer is considering.

7. Cleaning & Maintenance

  • Always clean when there’s downtime (“time to lean, time to clean”).
  • Follow proper cleaning techniques for cases and glass.
  • Dispose of food waste properly to avoid odors.
  • Maintain the cleanliness of the bathroom and common areas.

8. Marketing & Brand Growth

  • Follow social media guidelines for promoting products.
  • Use proper hashtags and avoid banned terms (e.g., CBD, Kratom).
  • Encourage participation in loyalty and ambassador programs.
  • Help distribute Elev8 stickers and flyers to customers.
  • Promote Elev8 Party events and glassblowing sessions.

9. Special Procedures & Emergency Protocols

  • How to restart store internet and modems.
  • What to do in case of theft or robbery.
  • Proper handling of refunds, exchanges, and custom orders.
  • How to handle vendor interactions and deliveries.
  • Fire extinguisher location and use.

10. Growth & Employee Benefits

  • Learn how to earn commissions and bonuses.
  • Access business and self-development books through Audible.
  • Work towards promotions by mastering store knowledge and leadership skills.
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Updated on August 5, 2026

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