BOOKLET

INSTACART
CAMPAIGN

Learning booklet
Instacart
 INTRODUCTION

This is a self-learning booklet which main objective is to familiarize the applicant with
the Instacart campaign basic knowledge.

This document contains fundamental information that is crucial to understand what

is taught over online classes. Therefore, after reviewing this booklet, the applicant's
learning level is to be evaluated.

It is our hope that this booklet makes it easier for you to understand the fundamentals
for good performance during online training and then job position.

Before starting to develop self-learning topics, it is important to keep in mind the

following recommendations:

• Read carefully: Read as many times as needed until you fully understand and
withhold each topic information.

• Take the pre-quiz: You will find the test by hitting a link attached at the end
of the booklet. Remember that the test has a specific time frame, and you
will have one chance to take it. Please, take all precautions before starting the
test.

• Warning: Reading, learning, and taking the booklet test is crucial to start the
training process. The omission in the booklet development could jeopardize
your learning in the online classroom and consequently, the delay of the
topics to be developed. Therefore, skipping this step is not optional since it
will not allow you to move on with the training process.

Learning booklet
Instacart
 INDEX

1. Cover page
2. Introduction
3. Instacart – Mission
4. Instacart – Business model
5. Instacart – How Instacart Works
5.1 Website & App
5.2 Our Fees
5.3 Express Membership
6. Call Flow
7. Pre-Quiz

Learning booklet
Instacart
 INSTACART

Instacart is an American company that operates a grocery delivery and pick-up service
in the United States and Canada with headquarters in San Francisco.
The company offers service via a website and mobile app in 5,500 cities in all 50 U.S.
states and Canadian provinces in partnership with over 350 retailers that have more
than 25,000 grocery stores including Albertsons, Aldi, Big Lots, C&S Wholesale Grocers,
Costco, CVS Health, Eataly, Price Chopper, H-E-B, Kroger, Loblaw Companies, Petco,
Publix, Safeway Inc., Sam's Club, Sprouts Farmers Market, Staples U.S., Target
Corporation, Total Wine & More, and Wegmans.

Mission
“Create a world where everyone has access to the food they love and more
time to enjoy it together”.

Source:
https://instacart.careers/

Learning booklet
Instacart
 INSTACART - HISTORY

Instacart was co-founded in 2012 by Apoorva Mehta (“Mehta”), Max Mullen

(“Mullen”) and Brandon Leonardo (“Leonardo”). The concept was developed primarily
by Mehta, who had learned the importance of a prompt delivery service during his
time as an Amazon employee. He began creating the Instacart platform as a remedy to
a personal aversion to grocery shopping, reportedly promising not to buy groceries
until he could place an order from his own app. In 2012 Mehta reportedly placed an
order on an early version of the Instacart app, walked to the grocery store and
delivered the order himself.

Users of the service grew initially by word of mouth, with the number of orders forcing
Mehta to train and employ a team of personal shoppers to fulfil demand. The Instacart
platform was developed further at the Y Combinator incubator in the summer of 2012,
where Mehta met his co-founding partners Mullen and Leonardo. The Company began
receiving funding later that year, with seed capital provided by Y Combinator, Canaan
Partners, Semil Shah, Khosla Ventures and Funders Club. To date Instacart has
completed six rounds of investor funding, raising a total of just under $275 million
from19 investors. The Company’s 2015 Series C round of funding – in which high-
profile investors Andreessen Horowitz and Sequoia Capital were brought on board –
raised $220 million and saw Instacart valued at $2 billion.

To learn more about Instacart’s history,

watch this video!
https://www.youtube.com/watch?v=O
0JgDdhAWwE

Source:
https://www.cleverism.com/company/instac
art/
Apoorva Mehta – Instacart CEO

Learning booklet
Instacart
 INSTACART - BUSINESS MODEL

Local stores that can use the Instacart

Consumers who do not have the time or
CUSTOMER SEGMENTS platform to extend their reach within the
mobility to do their own shopping
local community

CHANNELS Desktop website - www.instacart.com Mobile apps for iOS and Android

KEY ACTIVITIES Online grocery delivery platform

Some retailers: Whole Foods, Fairway

KEY PARTNERS Network of retailers
Market, H Mart, Costco, etc
Team of personal shoppers and retail
KEY RESOURCES Software platform and IT infrastructure
partners

Source:
https://www.cleverism.com/company/instacart/

Learning booklet
Instacart
 HOW INSTACART WORKS

You are busy, so every minute counts. Let us connect you with Shoppers in your area
to shop and deliver items from your favorite stores in as fast as an hour. It is just that
easy.
Check out this step-by-step video guide to create your account and place your first
order on Instacart. https://www.youtube.com/watch?v=PksAfCz6akw&feature=youtu.be

Shop from your favorite markets

Instacart partners with the most popular national and regional retailers such as
Albertsons, ALDI, Costco, CVS, Kroger, Loblaw, Publix, Sam's Club, Sprouts, and
Wegmans, among others. The Instacart marketplace offers more than 300 retailers and
trusted local grocers that customers love.
Shop from your favorite national and regional grocery stores with your computer or
mobile device.

Schedule delivery
Schedule delivery for as fast as an hour, or for later in the day or week to fit your
schedule.
Delivery windows start as early as 9am and run as late as midnight. Check local store
hours. Delivery hours are subject to store operating hours, which includes holidays.

Get your groceries!

Meet your Shopper at your door to get your groceries.
The Instacart platform also offers a pickup option. You simply shop on Instacart’s
website or app, select a pickup time, then pick up your groceries at the store. Available
at select locations.

Source:
https://www.instacart.com/help/section/360007797972

Learning booklet
Instacart
 INSTACART – APP & WEBSITE

https://www.youtube.com/watch?v=_im7jm2OxCs https://www.youtube.com/watch?v=PksAfCz6akw&feat
ure=youtu.be

Learning booklet
Instacart
 INSTACART - FEES

Instacart charges fees based on the services being offered.

Delivery Fee
Delivery fees can differ based on the time you want your order delivered, and how
large the order is. Delivery fees are higher during busy times. There will be a clear
indication of this when you are choosing your delivery time.
Delivery fees start at $3.99. As always, Instacart Express members get free delivery on
orders over $35.
Service fee
There is a 5% (or $2 minimum) service fee that applies to non-alcohol items for non-
Express customers. The service fee is not a tip. The 5% service fee does not apply to
alcohol items.
➢ Alcohol Service Fee
The alcohol service fee covers the additional cost associated with ensuring compliant
delivery of alcohol products and ID verification. The alcohol service fee that applies to
the alcohol portion of your order is:

• $0-$35 of alcohol: $2.00 fee

• $35.01-$75 of alcohol: $4.00 fee
• $75.01-$110 of alcohol: $8.00 fee
• $110.01 or more of alcohol: $10.00 fee

➢ Express Member

Express members pay a service fee starting as low as 1.9%.

Express members may be charged a reduced alcohol service fee—
• $0-$35 of alcohol: $0.80 fee
• $35.01-$75 of alcohol: $1.60 fee
• $75.01-$110 of alcohol: $3.20 fee
• $110.01 or more of alcohol: $4.00 fee

Source
https://www.instacart.com/help/section/360007902791/360040045192

Learning booklet
Instacart
 INSTACART - EXPRESS MEMBERSHIP

Instacart Express is a membership option for customers who want to use Instacart
regularly. For a flat annual cost or a low monthly fee, you can enjoy unlimited free
deliveries on all orders over $35.

Instacart Express benefits

Instacart Express members enjoy exclusive benefits on every order—

• $0 delivery fees on orders of $35 or more (typically $3.99-$7.99 for non-

Express)
• Reduced service fees (typically 5% for non-Express)
• No busy pricing fees during peak delivery hours
• Shop at a variety of stores with free delivery on the entire order

❖ The service fee covers a broad range of operating costs including shopper
operations, insurance, background checks, and Instacart Care.

Instacart Express Pricing

You can enjoy an Instacart Express membership and pay either monthly or annually.
An annual membership is $99 and will be billed each year on the same date. If you
choose the monthly membership, you will be charged $9.99 per month on the same
day.

Source:
https://www.instacart.com/help/section/360007797952

Learning booklet
Instacart
 CALL FLOW

WELCOME THE CUSTOMER

✓ "Hi, thank you for calling Instacart Care. My name is . To

verify your account, may I please have your full name and phone
number?"

✓ "Nice to meet you (Customer's name). Thank you for that information. Tell
me, how can I help you?"

SYMPATHY / EMPATHY

Sympathy
✓ "I am sorry to hear that you had an issue with (mention customer's issue),
Let me help you with that."

✓ "That's not how it should work. I am sorry to hear that you had an issue
with (mention customer's issue). Let me help you out."

✓ "You’re totally right and I do apologize. Rest assured that I'm here to take care of
this for you."

Empathy
✓ "I understand how disappointing this (mention customer’s issue) must be. I’m
going to do my best to make it right."

✓ "I realize how difficult that (mention customer’s issue) must have been for
you."

✓ "I understand that's (mention customer’s issue) really frustrating, I’m a

customer too and I would feel the same. Let me see what I can do to help."

Learning booklet
Instacart
 CALL FLOW

CLARIFYING QUESTIONS
Ask for more information:
✓ "Alright, I want to make sure we are on the same page so let me ask you
something (ask as many questions as needed to understand the issue. 2 or 3
should be enough)”.
✓ “I need to ask you one or two things to give you the correct answer, okay?"
(ask as many questions as needed to understand the issue. 2 or 3 should be
enough).”

Confirm the request:

✓ "Okay, just to confirm, what you need me to do is (paraphrase customer's
request).”
✓ "Alright, I understand but just to confirm, you would like me to (paraphrase
customer’s request). Is that correct?”.

RESOLVE
Asking for hold (hold duration must not exceed 2’30’’):
✓ Would you mind if I place you on hold for 2 minutes while I work in
your request?"
✓ "Thank you, I will be right back."

Refreshing hold time (2’30’’)

✓ "I'm still working in your request. Would you mind waiting on the line for
another 2 minutes, please?

Coming back from hold:

✓ "Alright (customer's name). Thank you for waiting. I have great news
for you, I was able to (paraphrase resolution)."

Learning booklet
Instacart
 CALL FLOW

ADDITIONAL ASSISTANCE AND GOODBYE

✓ "Is there anything else I can help with?"

✓ "Great! Thank you for calling Instacart Care. You spoke with (your name)
and have a great day (customer's name). Be safe!

Learning booklet
Instacart
 PRE-QUIZ

https://forms.gle/udr5mCtetUpDibSF9

Learning booklet
Instacart