Page 76 - CRC_One Report 2021_EN

Business Overview and Performance Corporate Governance Financial Statements Enclosure

1.4) Online Marketplace which Central Retail has started providing this feature for Central Department Store
and Robinson Department Store in August and October 2019, respectively. In addition, Central Retail has started
this feature for Supersports and Power Buy in 2020. The online marketplace provides more variety of products
than the products in the stores and offers more convenience for customers who purchase through webstores.

Central Retail’s online marketplace differ from those of JD Central. Central Retail focuses on increasing the suppliers’
products for sale through online channels, similar to selling products on consignment. Central Retail will take part
in choosing products and setting prices for products sold through consignment on Central Retail’s website. The
customers who choose and make orders through websites will not know whether which product belongs to either
Central Retail or consignment from the suppliers. While JD Central’s online marketplace is a virtual shopping
center by allowing different stores to sell products through the website. Each store is responsible for its own product
categories selection and price setting whereby the customers choosing and purchasing products through the
website will see which store sell such product and the same product category may be displayed by many stores.

2) O2O Channels

O2O channels are supplementary channels, other than major sales channels, to increase customer convenience
as follows:

2.1) Personal Shopper and Call & Shop are sales channels where purchases are made over the phone.
The customers can purchase products by calling the phone numbers of each business unit such as 1425
for product pickups of Call & Shop service of Central Department Stores, Robinson Department Stores and
Tops. This is a new service that allows customers to easily make their orders through a personal assistant who
helps supply the products, offer promotion and various privileges. The customers can get free shipping and
choose their shipping destination when their purchases reach the specified amount or pick up their orders at
the preferred stores. Payment can be made via money transfer, credit card, or cash on delivery. In addition,
Central Retail provides the Call & Shop service in other business units such as Supersports, Thai Watsadu,
Baan & Beyond / BNB Home, Power Buy, and OfficeMate, etc. Moreover, there are service channels available
for sales representatives or cosmetics sales representatives to call regular customers to present various
sales promotions or call exclusive member customers to offer more convenient channels for them. The sales
representatives can recommend the products that meet the needs of customers by considering their past
shopping records as well as practice cross-selling for customers.

76 Annual Report 2021 (Form 56-1 One-Report)