2011 ASIA PACIFIC FOUNDATION SAMPLING GUIDELINES

FOUNDATION SAMPLING OBJECTIVES: INCREASE NEW CUSTOMER RECRUITMENT THROUGH PRODUCT TRIAL 1. Assure Permanent & Systematic Sampling at all POS 2. Boost foundation Core Franchise 3. Optimise Full Routine with Cross Link Selling 4. Increase Quality and Format Coherence 5. Decrease Prices

STOCKAGE PRESENTATION SAMPLE SAMPLING DISTRIBUTION GUIDELINES RECRUIT SERVICE/ LOYALTY GWP 5 ml1 ml 5 ml

POS FOUNDATION SAMPLING SELLING PROTOCOL FOR BAs Samples should always be given with usage explanations Given samples must be registered in customer profile/ tracking report Never give samples as a gift but as an opportunity to try the complete routine Always provide samples of Lancôme iconic products: Génifique, UV Expert, Teint Miracle Give sample of missing product to complete routine SCENARIO SAMPLE OFFER RULES RECRUITMENT Foundation matching 2 min Aura SKINCARE PURCHASE Foundation matching 2 min Aura Foundation Purchase: Génifique UV expert No Purchase: 6 days foundation dramming Purchase: Génifique UV expert No Purchase: 6 days foundation dramming Purchase: Complementary skincare sample No Purchase: 6 days foundation dramming (Teint Miracle/ Maqui Blanc Miracle/Rénergie Lift/APC) MAKEUP PURCHASE Foundation matching 2 min Aura/ makeup service

SALES SCENARIO FOR SAMPLE DISTRIBUTION RECRUITMENT: Take 6 minutes to walk the store. Hand out 6 DM Bonjour Mme/ Mlle, I would love to invite you back to the Lancôme counter for your free 6 days trial size of foundation. It only takes 2 minutes. If customer is hurry I do want you to take the formula with your best color; let me do a quick color matching to offer you the 6 days trial size with your perfect shade. RECORD You are going to love it. I will personally call you within 6 days to see you like your foundation… Let me get your information CALL BACK Bonjour Mme/ Mlle, this is XXX from the Lancôme counter at … As promised, I’m following up to see how you liked your foundation…..

Thank you very much, I am happy to hear that you are satisfied with the product. Just to inform you that if you decide to purchase (product) to continue to enjoy (product result, for example: perfect complexion and natural glow (Teint Miracle), do come down to the counter in order to enjoy the special promotion that is on offer at the moment. Thank you very much for your feedback, I look forward to seeing you soon! No, I’m busyYes, I’ve tried the product I havn’t tried yet Well that’s fine. Do try it and next time you are in (store) just drop by the Lancôme counter and tell me how you like the product. I would love to hear your feedback. Thank you very much, I look forward to seeing you soon! I’m sorry, when would it be convenient for me to call again? I would love to hear your feedback. Thank you very much, I will call you again after 6pm. That’s wonderful! How often have you used (product)? How does your skin feel after using (product)? How do you like the texture/result? I am sorry to hear that you are a bit disappointed. Maybe you have not used the product long enough to see results. I suggest you drop by our counter next time you are in (store) and I will be happy to recommend something more suitable for your skin at the moment. Thank you very much for your feedback, I look forward to seeing you soon! If overall If overall  CALL BACK Bonjour Mme/ Mlle, this is XXX from the Lancôme counter at … As promised, I’m following up to see how you liked your foundation…..

SALES SCENARIO FOR SAMPLE DISTRIBUTION WITHOUT PURCHASE: As you already purchased product… today, I would like to offer you the 6 days trial size to experience a perfect complexion/ bright, natural and translucent complexion. PURCHASE: Beautiful makeup needs perfect skin texture, I would love to offer you Génifique, Lancôme 1st youth activator, visibly rejuvenate your skin in only 7 days. apply 2 to 3 drops morning and evening on top of your Cosmetic Water avoiding the eye contour, then follow with your daily ritual. Skin feels soft and velvety finish. You are going to love it. Your skin needs to be protected before the makeup, I would love to offer you UV Expert BB Base, light weight texture, unify and protect your skin perfectly all day long.

RECORD 6 ENTRY POINTS IN CUSTOMER SAMPLING LOG