Shopper Online Onboarding

1. SHOPPING GUIDELINES

2. To ensure the item you pick is accurate, look at the following:
1. Brand
2. Description
3. Volume
4. Quantity
For quality assurance, make sure the items has:
No packaging defect
Highest quality condition/freshness
Acceptable expiry date/useful life
Shopping Guidelines
Picking Guidelines
Promotions should NOT be taken into account!

3. Picking Guidelines
Brand: Marigold
Description:
Apple Grape
100% Juice
Volume: 1 Litre
• Example:
Quantity: 1 Quality Assurance
 No packaging defect
 Highest quality
condition/freshness
 Acceptable expiry
date/useful life
Shopping Guidelines

4. Picking Guidelines
For fresh produce, quality and freshness is paramount
• Pick only those without bruises, cuts or mould
• You will want perfect ripeness
• If the selection of produce is poor, you may suggest
to replace or drop the item from the grocery list
For organic products:
• Ensure that it comes with an organic sticker
• Customers who usually pick organic items are careful
and conscientious, so it is nice that they have a
confirmation of their choice
Shopping Guidelines

5. Today’s Best Price
• Customers will be charged prices according to our website/app, even if
the in-store prices on the day when you shop for them is higher/lower
• Customers get to enjoy the same website/app prices on the day the
order was placed (E.g. If they place their order on Monday, with delivery
for Tuesday, they will pay Monday’s price)
• Purchase the item regardless of price differences or promotions
Pricing Guidelines
Shopping Guidelines

6. • If you are required to
suggest replacements for
customer, you may refer
to the order of priority
• Final decision lies on the
customer
Order Criteria From To
1
Change Quantity
Keep Volume
Keep Brand
Keep Description
1 x 1.5L Coke 3 x 500ml Coke
2
Change Brand
Keep Quantity
Keep Volume
Keep Description
1 x Pokka Green
Tea
1 x Heaven & Earth
Green Tea
3
Change Description
Keep Quantity
Keep Brand
Keep Volume
1 x 1.5L Coke Light 1 x 1.5L Coke Zero
4
Change Brand
Change Description
Keep Quantity
Keep Volume
1 x 1.5L Sprite 1 x 1.5L 7-UP
Replacement Guidelines
Shopping Guidelines

7. • Reviewing of the cart with customers is a integral part of the honestbee
concierge shopping process
• Always start the call by introducing yourself
E.g. “Hi John, this is Margaret, and I am your honestbee concierge shopper
for today.”
• Continue by letting them know that there are items that require his/her
approval before you checkout the order
E.g. “ I am about to purchase your groceries but there are a few changes
that I would like to go over with you before I proceed to checkout the order.”
Maintaining a Professional Call Etiquette
Shopping Guidelines

8. • To have constant visibility over the items that require replacements, we
recommend that you use a earpiece so that you can scroll and amend the
order at the same time while speaking with the customer
E.g. “The Ambipur Lavender that you ordered is out of stock at the
moment. Would you consider the Ambipur Lemon? It is of the same weight,
and the same price.”
• It will be helpful to provide more information about the replacement, such
as weight, volume and price to help the customer come to a decision
Maintaining a Professional Call Etiquette
Shopping Guidelines

9. • Before concluding the call, do indicate to the customer that they will
receive an updated receipt after the items have been delivered
• Any replacement items selected or items that were not purchase will be
reflected in the updated receipt
• Credit card will only be charged after adjustments
• To end the call, it is always good to thank the customer for their patronage
E.g. “Thank you for using honestbee. Your order will be sent to you
shortly.”
• Thereafter proceed to checkout and remember to return any items that the
customer did not agree to purchase
Maintaining a Professional Call Etiquette
Shopping Guidelines

10. 1. Always use separate bags when packing
household items (e.g. cleaning solutions)
and consumables
2. Always place the heaviest items (e.g.
cans) at the bottom, followed by more
fragile items at the top to prevent
damaging the groceries
3. Always pack chilled or frozen items
together and use ice packs to ensure that
these items stay cold longer
4. If there are any items with cardboard
packaging, ensure that they are kept
separate from chilled/frozen items so that
they do not get wet due to condensation
Packing Guidelines
Organise and pack the groceries
(bagged in supermarket plastics
bags) into our honestbee bags
Shopping Guidelines

11. • All honestbee bags must be properly labelled with the order number and
the total number of bags before placing it at the staging area
• Example: Order #123456-3 1/3 will indicate that this bag belongs to order
number 123456 and there are a total of 3 bags that a driver will be picking
up
• Remember to place chilled and frozen items into a refrigerator or cold box
to ensure that they are kept cold before delivery
• Proper labelling ensures that all bags are being picked up
Staging Order
Shopping Guidelines