Aurore Cosmetics: Customer faith and business restoration

Mayank Chopra is a new sales representative for Aurore Cosmetics (Aurore). Besides his other responsibilities, Mayank has a very important task at hand. A year ago, his company lost a prime customer and major retailer, Jabby, following an issue with a former sales representative. It is important for him to get Jabby back on board because the retailer has now tied up with his company’s biggest competitor, Soleil Cosmetics (Soleil). Jabby now buys products worth ‘50,000 per month from Soleil Cosmetics. Until last year, Jabby had been purchasing Aurore products worth ‘20,000 per month; however, the unfortunate experience with a former sales rep­resentative had led the retailer to stop stocking or selling Aurore products. Jabby is very satisfied with Soleil as its sales executive provides gifts worth ‘5000 every month and the company’s distributor offers 45 days credit to Jabby. Jabby’s biggest outlet “La Femme Shoppe” is located in Lajpat Nagar, a prime shopping location in Delhi.

Having its products stocked in this shop will do wonders for Aurore’s bottom-line in the National Capital Region. So far, several attempts by Mayank’s manager to convince Jabby to return to their organization has been unsuccessful.

Suggest a strategy for Mayank as he is about to call on Jabby to try to recover its business. You may use different steps of the selling process. Start with the quantifiable sales call objective along with any special pro­posal to get Jabby on board.

Source: Richard R. Still, Edward W. Cundliff, Normal A. P Govoni, Sandeep Puri (2017), Sales and Distribution Management: Decisions, Strategies, and Cases, Pearson; Sixth edition.

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