Moreover consumers can make an order add to cart and

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company. Moreover, consumers can make an order (Add to Cart) and make the payment through the website of the company. In addition, if consumers are facing some problems or questions, they can direct contact with the company through “Contact Us” page. Furthermore, in order to manage the customer relations effectively, the website of CK Trading provides and offers the Frequently Asked Questions (FAQ). FAQ are listed with questions and answers. The main purpose of FAQ is to communicate the customers by providing frequently asked questions and answers. CK Trading’s FAQ is shown as below. Question(s) Answer(s) What are the main ingredients that used to produce Cheese Popiah Our Company isusing the fresh and finest ingredients to produce Cheese Popiah Chips. The main ingredients of Cheese Popiah Chips consists of oil, popiah, sugar, cereal, 44
Chips? milk and cheese powder. Is Cheese Popiah Chips suitable for children? Yes because the main ingredients that used to produce Cheese Popiah Chips is cheese powder. It is very suit the children’s taste as it doesn’t taste spicy at all. Do you have wholesale pricing? Yes, we offer wholesale pricing. Please contact us for details as our company is providing Business-to business and Business-to-consumers Transactions. Am I able to come to your location and purchase product? Yes, we are open to the public. Please contact us for directions. I placed an online order last week and haven’t received it yet. Where is it? Orders are normally processed within three days. You can expect to receive product between one and two weeks from placing your order. Please kindly contact us if you still haven’t received the product during the third week. I have a small store. Can you deliver products to me? Depending on your location. If we can’t deliver you direct, we can set up a product delivery through logistic management. My product arrived damaged. What now? Please do contact us with your order number and, if possible, please send us pictures of the product. Damages are caused by improper handling on the shipper’s part. We strive to make sure the product you receive is in proper condition before being shipped out. Please save all the packaging material and product if an inspection is required by the shipping company. We will also need the tracking number of your package from the damaged box of products. Table 20: Frequently Asked Questions (FAQ) that Provided by CK Trading to its Consumers 9.2.2 CRM through Social Media Social media is the new way to approach and increase the number of customers in the marketplace. It has many features such as chatting, comment or “like” the post. By maintaining CRM through social media, the communication is easier and low costs are incurred. Also, all messages and information can be send and received easily between the sellers and buyers. CK Trading is using Whatsapp, Facebook ( Figure 3 ) and Instagram platforms to communicate with their customers. The primary reason of CK Trading is using social media to maintain its customer relations is because it is the most convenience and easier approach for contacting the customers and at the same time to advertise the product (Cheese Popiah Chips).

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