The document provides shopping guidelines for concierge shoppers. It outlines how to ensure accurate item selection by checking brand, description, volume, and quantity. It also lists parameters for quality assurance such as no defects, good condition, and acceptable expiry date. The document describes guidelines for pricing, replacements, call etiquette, packing, and staging of orders.

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. Shopping Guidelines
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

4. Shopping Guidelines
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

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
Shopping Guidelines
Pricing 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
Shopping Guidelines
Replacement 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.”
Shopping Guidelines
Maintaining a Professional Call Etiquette

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
Shopping Guidelines
Maintaining a Professional Call Etiquette

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
Shopping Guidelines
Maintaining a Professional Call Etiquette

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
Shopping Guidelines
Packing Guidelines
Organise and pack the groceries
(bagged in supermarket plastics bags)
into our honestbee bags

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
Shopping Guidelines
Staging Order