The Disgruntled Customer

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To download The Disgruntled Customer case study (Case Code: MKTG253) click on the button below, and select the case from the list of available cases:

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This case study was compiled from generalized experience of the authors, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:


Case Code : MKTG253 For delivery in electronic format: Rs. 200;
For delivery through courier (within India): Rs. 200 + Shipping & Handling Charges extra


Sales and Sales Force Management / Personal Selling
Case Length : 03 Pages
Period : -
Pub Date : 2010
Teaching Note : Available
Organization : -
Industry : Pharmaceutical
Countries : India


This is a role play-based case study. It details the predicament of a newly-appointed sales professional as he tries to make an important sales call.

The customer, after initially welcoming him, refuses to allow the sales call. The case study enables the instructor and the students/trainees to use role play to arrive at a solution.

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies


Understand the various stages of the sales process, particularly objection handling.

Understand the importance of objection handling and the various techniques/steps involved in handling an objection.


Objection handling, Personal selling, Sales process, Steps in the Sales process, Role play

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