Phase -1 AT THE END OF THIS PHASE YOU WILL BE ABLE TO: Recall how Dell was founded. Articulate the basics of Dell’s business. Understand Del’s Value Props Know about basic Dell Business & the Business Model
Beginning Michael Dell Founded PC’s Limited in 1984 with $1,000 Marketed computers built from stock components. Pioneered the direct model by selling systems directly to customers. Youngest CEO ever to earn a ranking on the Fortune 500 list.
Quality Dell listens to customers and delivers high quality products to them.
Dell uses standards-based technology.
Dell ranked in the top 200 of the world’s most reputable companies.
Dell Perot Systems has established, documented, and implemented an ISO 90001:2000-certified quality management system (QMS)
Brainstorm What do you think are the benefits to using standards-based technology?
Recommended Award - PC Pro, Uk XPS M1530 – Feb ‘08 Most Important Products of 2007 - Business Week, US XPS One – Dec ‘07 Editor’s Choice Award - Hot Hardware, US XPS 730 H2C – May ‘08 Editors Choice AwardNotebookReview.com, US Studio 17 – June ‘08 Best Inventions of 2008 - Time Magazine, US XPS M1330 – ‘08 Top Mainstream Laptop - CNET, US Studio 15 – Aug ‘08 Design Award China 2008 - iF International Forum of Design Studio Hybrid – Aug ‘08 Best Notebooks of the Year - Laptop Magazine, US XPS M1330 – ‘07 QUALITY
Innovation 3 Key Innovations by Dell What Drives Dell’s Innovation? Customers Products and concepts derived from customer feedback. Business Relationships Collaborating with standards organizations to deliver industry-changing developments. Cost Effectiveness Adopting open standards that give customers increased choices with decreased cost and complexity.
Pioneered internet & shaped e-commerce – 1990
Dell was the first company to introduce a longer-life battery option with Lithium-ion technology in laptops.
This innovation gave users the ability to use their laptops for the duration of a trans-continental flight, fundamentally changed our industry
Dell has driven key innovations in cloud computing and virtualisation
Data Center Solutions team is dedicated to helping the world’s most complex data centres and cloud providers to enable always-on access and IT automation through innovative hardware, software, virtualisation and services platforms.
“Ienjoy roaming around outside the company to see what people think of us. On the Web, nobody knows I'm a CEO. I'll hang out in chatrooms where actual users commonly chat about Dell and our competitors. I listen to their conversations as they discuss their purchases and their likes and dislikes. It's a tremendous learning opportunity” – Michael Dell
COMMITTED TO GREEN Dell is committed to becoming the “greenest” technology company on the planet - we are accomplishing this by: Offering free recycling worldwide Planting over 100,000 trees that will remove 250 million pounds of CO2 Becoming carbon neutral Increasing recycling and reuse rates Eliminating environmentally sensitive substances from our products Dell recently extended its use of bamboo packaging to include a number of Dell Inspiron laptops, building on its commitment to make being green easy DidYou Know? Dell launched ReGeneration.org, a site where people can learn about going “green,” share ideas and help protect the environment.
CUSTOMER EXCELLENCE Dell values customer feedback Join the Dell community - http://en.community.dell.com/ Solid Programs designed to improve the customer experience Dell Connect™ Your Tech Team Solution Station Explore & Learn DidYou Know? There are more than 55,000 customer ratings and reviews on Dell.com
BASICS OF DELL’S BUSINESS Fiscal Year 2009 Revenue 61.1 Billion Dollars Global Headquarters Round Rock, Texas, United States Employees 78,900 Worldwide Presence Business/Design Centers and Manufacturing/Distribution locations throughout Americas, Europe, Middle East, Africa, Asia and Japan DidYou Know? Dell is ranked #33 among Fortune500 companies and has one of the world’s leading brands.
Dell Retail Brands: BASICS OF DELL’S BUSINESS DidYou Know? Dell ships about 140,000 systems per day, on average
Dell – Business Model Dell Consumer group has 2 divisions: A- Direct Model B- Retail DidYou Know? While commercial business units account for the majority of Dell’s revenue, the Consumer Group is the fastest growing business within Dell.
THE DIRECT MODEL Class Discussion Have you ever made a direct order? What was the process like? How would you rate it? Advantages/Disadvantages? DidYou Know? Dell has nearly 2 billion interactions with our customers every year.
THE DIRECT MODEL The Direct Model allows customers to order custom PCs from Dell and have them delivered to their front door.
Why the retail environment is important to Dell Expanded customer base Immediate purchasing power Ability to touch/feel Dell systems DELL RETAIL
Activity: What Do I Buy? What do think each customer segment buys? Confidential 22 Productivity Software? Video Card Upgrade? Audio Editing Software? Carrying Case? Printer? Processor Upgrade? Warranty? HDTV?
Families with Kids Confidential 23 Outside the Box Upsells ExtendedWarranty SolutionStation SolutionStation Security Software Security Software LoJack Networking LoJack Hard Drive Memory DataSafe SoundCard Processor Accessories Accessories Printer Video Card Deploy & Migr SW Inside the Box Specs Display Ink Battery OS Optical Drive WirelessCard Chassis / Design Chassis / Design Ink Case Office SW AdobeSW Monitors Case Music & Audio SW Music & Audio SW
Families with Kids General Buying Habits: Little interest in high end systems Willing to build around the system with wide range of accessories: Broad interests in E&A categories Internet and system security are high priorities Confidential 24
Students / Gen Y Confidential 25 Outside the Box Upsells SolutionStation ExtendedWarranty Security Software Security Software LoJack Networking SoundCard Hard Drive Hard Drive Memory Memory DataSafe DataSafe Accessories Accessories Processor Processor Printer Video Card Inside the Box Specs Deploy & Migr SW Deploy & Migr SW Display Display Chassis / Design Ink Battery WirelessCard Case OS OS Optical Drive Optical Drive Music & Audio SW Monitors Office SW Office SW AdobeSW AdobeSW
Students / Gen Y General Buying Habits: Most interested in entertainment-related features: ITB: Processor, Display, Optical Drive OTB: Home Entertainment, GPS Less interest in performance components (Hard Drive and RAM) Willing to purchase a solution and software: Productivity Adobe OS Interested in security and file protection Confidential 26
Gamers Confidential 27 Outside the Box Upsells SolutionStation Security Software ExtendedWarranty LoJack Networking Networking DataSafe SoundCard Hard Drive Hard Drive Memory Memory Accessories Accessories Processor Processor Video Card Inside the Box Specs Printer Printer Deploy & Migr SW Deploy & Migr SW Display Display Battery WirelessCard Chassis / Design Chassis / Design Ink Ink Office SW OS OS Optical Drive Optical Drive AdobeSW Case Case Music & Audio SW Music & Audio SW Monitors Monitors
Gamers General Buying Habits: Most interested in systems with gaming features: Memory, Processor, Display… BUT: Video and sound cards not often important for this segment – they tend to already be top-of-the-line and upgrade after purchase Willing to consider almost all non-software or non-warranty options Broad interests in E&A Confidential 28
Affluent Professionals Confidential 29 Outside the Box Upsells SolutionStation SolutionStation Security Software Security Software ExtendedWarranty ExtendedWarranty LoJack Networking Networking DataSafe SoundCard Hard Drive Hard Drive Memory Memory Accessories Accessories Processor Processor Video Card Inside the Box Specs Printer Printer Deploy & Migr SW Deploy & Migr SW Display Display Battery Optical Drive WirelessCard Chassis / Design Chassis / Design Ink Ink OS OS AdobeSW Case Case Office SW Office SW Music & Audio SW Music & Audio SW Monitors Monitors
Affluent Professionals General Buying Habits: System preferences focused on performance or display Willing to consider almost all accessories for building around the system – especially Business Productivity Little to no interest in protecting files or loss of system Very low interest in any non-system related E&A categories Confidential 30
A family-friendly computer Great value Wide variety of models in either a laptop or desktop Wide variety of cool, vibrant colors An attractive and clean design Technology relevant to your needs Ideal For… Families with Kids Students / Gen Y Confidential 32
/ You can express yourself You can personalize your HD life Easy connectivity A computer designed to accommodate for the future Technology paired with new designs Ideal For… Students / Gen Y Affluent Professionals Confidential 33
Turns heads with its exquisite design Recognized for its craftsmanship Equipped for Performance Luxuriousandunique With an attention to details Stylish Ideal For… Affluent Professionals 34 Confidential
Phase -3 AT THE END OF THIS PHASE YOU WILL BE ABLE TO: Understand products – Inspiron, Studio, Studio XPS, Adamo & Alienware Get complete perspective of following: Introduction Key Tenets Key Selling Points Target Customer Who Buys Inspiron Qualifying Q&A Key Features
Inspiron - Introduction Available as laptops, desktops, and All-in-Ones. One of 5 Dell Consumer Brands (Adamo, Alienware, Studio, and XPS). A great value that includes outstanding technology.
Key Tenets Inspiron offers: An attractive and Clean Design Technology Relevant to Your Needs Mobile Connectivity What it means:
A computer that you won’t want to hide.
Features you need to do the tasks you want
Connecting to the Internet from more locations with multiple technologies.
WHAT ARE THE KEY SELLING POINTS FOR INSPIRON? KEY SELLING POINTS A family friendly computer and a great value Highly customizable A wide variety of choices in either a laptop or desktop A wide variety of cool, vibrant colors
CUSTOMERS WHO WOULD BE INTERESTED IN BUYING INSPIRON INCLUDE: Value Conscious Consumers These customers are looking for the best value-to-performance ratio they can find. Generation Y These teens are looking for a first computer to access the Internet and social media websites. Regular Travelers Adults and professionals who want to stay connected when they are away from home. TARGET CUSTOMERS
HERE ARE SOME QUESTIONS YOU MIGHT ASK A CUSTOMER TO SEE IF INSPIRON IS RIGHT FOR THEM? QUALIFYING QUESTIONS
“I just need a basic all-around computer.” For the customer who is looking for a solid computer at a good price, Inspiron is a great choice.
“Somewhat, but not as important as price.” With the Inspiron brand, customers don’t need to sacrifice looks for price.
An Inspiron desktop or an All-in-One make a great primary computer. A netbook or a laptop are perfect companion computers.
If they need power, they probably want an Inspiron desktop or All-in-One. If they want mobility, then perhaps an Inspiron Mini. Both would indicate they need an Inspiron laptop.
What do you plan to do with the computer? Is the look of a computer important to you? Will this be your primary computer? Are you looking for power, mobility, or both? What activities do you typically perform on a computer?
Hi and Welcome to the World of Dell Retail. This module is focused on the Studio Brand – designed for multimedia, graphics, and more. This module will help you identify the key features about this brand, the target audience and how to answer their questions. Studio
Introduction Available as desktops, laptops, and an All-in-One. One of 5 Dell Consumer Brands (Adamo, Alienware, Inspiron and XPS). Allows you to be more you, inside and out.
Key Tenets With Studio: You can Express Yourself . You can Easily Connect. You can Personalize Your HD Life. What it means: It’s more than just customizing the configuration. Personalizing your computer reflects who you are. Being able to connect from more places. Your life is HD. Your computer should be too.
WHAT ARE THE KEY SELLING POINTS FOR STUDIO? KEY SELLING POINTS Easy connectivity A computer designed to accommodate future updates or additions To watch their favorite shows Technology paired with new designs
CUSTOMERS WHO WOULD BE INTERESTED IN BUYING STUDIO INCLUDE: Families Studio computers are attractive and offer a great multimedia experience for the entire family. College Students Young adults who need Internet access, no matter where they are on campus. Technology Enthusiasts Multi-taskers who may have several applications or chat sessions going simultaneously. TARGET CUSTOMERS
HERE ARE SOME QUESTIONS YOU MIGHT ASK A CUSTOMER TO SEE IF STUDIO IS RIGHT FOR THEM? QUALIFYING QUESTIONS
A Studio customer is likely to say that the look of a computer is as important as the performance.
A Studio customer won’t want to hide their computer; it is part of their décor and they will most likely want it in a living area of their home.
A Studio customer will probably say “sometimes.” Studio is ideal for the “sometimes” gamer.
For a Studio customer, performance is important. They are going to expect their new computer to handle their HD requirements.
Is the look of a computer important to you? Where will you be using this computer? Will you be using this computer to play games? What are your performance expectations? What do you plan on doing with this system?
Studio XPS This module is focused on the Studio XPS line – the best of the Studio brand. This module will help you identify the key features about this brand, the target audience and how to answer their questions.
STUDIOXPS IS: Introduction Available as desktops and laptops. Is part of the Studio brand. One of 5 Dell Consumer Brands (Adamo, Alienware, Inspiron and XPS). Represents the best of the Studio line.
WHY STUDIOXPS? Offers premium power and performance. Represents the best of the Studio line. Designed with an uncompromising attention to detail and subtle sophistication.
WHAT ARE THE KEY SELLING POINTS FOR STUDIOXPS? A rich multimedia experience High performance paired with innovative designs A quality computing experience for even the most demanding users KEY SELLING POINTS
CUSTOMERS WHO WOULD BE INTERESTED IN BUYING STUDIOXPS INCLUDE: Power Users Customers who demand a high level of performance from their computer. Technical Enthusiasts Customers who want room to expand and upgrade. Digital Creators Multi-taskers who need power for their multimedia applications. TARGET CUSTOMERS
WHAT WOULD A STUDIOXPS CUSTOMER SAY? QUALIFYING QUESTION ACTIVITY
A StudioXPS customer will probably say yes. They will be interested in power and performance.
A StudioXPS customer will probably say “sometimes.” The StudioXPS is ideal for the “sometimes” gamer.
A StudioXPS customer is going to expect great performance from their computer.
The StudioXPS line is designed for multimedia. Keywords to listen for include digital photography, movies, videos, music, and many more.
This module is focused on the Adamo Brand – laptops that are designed to be luxurious and built to exacting standards.
This module will help you identify the key features about this brand, the target audience and how to answer their questions.
Introduction ADAMO IS: Available as luxury laptops. One of 5 Dell Consumer Brands (Alienware, Studio, Inspiron and XPS). A union of advanced technology and exquisite design. Latin for “to fall in love with.”
WHY ADAMO? KEY TENETS Adamo offers: Exquisite Design Craftsmanship Performance What it means:
Luxurious, Unique, Beautiful
Quality, precision built, close attention to detail.
How would you define luxury when describing a computer?
Is the design of a computer the most important feature you look for?
This module is focused on the Alienware Brand – Dell’s premium brand of gaming computers. This module will help you identify the key features about this brand, the target audience and how to answer their questions. Alienware
ALIENWARE IS: Introduction Available as laptops and desktops. One of 5 Dell Consumer Brands (Adamo, Studio, Inspiron and XPS). High level of technology within a superbly designed system.
Alienware offers: Immersive Computing Experiences Stunning Graphics Leading Edge Performance
WHAT ARE THE KEY SELLING POINTS FOR ALIENWARE? KEY SELLING POINTS Extreme Performance Stunning Design Alienware Customer Experience
CUSTOMERS WHO WOULD BE INTERESTED IN BUYING ALIENWARE INCLUDE: Hardcore Gamers Demanding the highest level of performance, often spending several hours a day playing games. Tech-savvy Enthusiasts Taking pride in their technical skills, they like to be on the cutting edge of performance. Serious Multimedia Customers Users who watch or edit hi-def movies, listening to and editing music. TARGET CUSTOMERS
WHAT WOULD AN ALIENWARE CUSTOMER SAY? An Alienware customer is likely to play action/adventure games, role-playing games (RPG), graphic-intensive games, and many more. To an Alienware customer, the look of the computer is probably important. Not only does it have to be fast, it has to look good doing it. Show off the goods and intimidate your opponents with the anodized aluminum notebook chassis and enter a new era in Alienware design. For an Alienware customer, performance is more important. They need their games to run as fast as possible to gain the competitive edge.
What games do you play on your system?
How important is the look of the system to you?
What type of travelling will you be doing with your system?
What is more of a determining factor for you: price or performance?
What do the customers say The common mistake people make is in thinking that Pirated CD is a copy of the Original Another major mistake is thinking that there is no difference between original and pirated software People think that pirate is cheap. But think again, it is not cheap.
Why sell Original Software? Build your Reputation Enhance your reputation in the market place Move up the value chain Get more business from high volume customers Get Noticed Increase your prominence among customers looking for sellers of Original Microsoft Software Get Leads that Microsoft India generates through Value of Original Software in the course of the year Participate in various initiatives that help you reach more customers Increase your Revenues Gain additional revenue through sale of software
Microsoft Security Essentials Quality you can trust Easy to Get, Easy to Use Doesn’t get in your way Real-time protection Runs in the background No registration Industry Certified No trial conversions or expirations Smart scheduling Same core security technology as in Forefront Automatic updates Limited impact on PC performance Broad network of PCs providing telemetry Simple user interface Backed by MicrosoftResearch and Response resources Automatic version updates
Advantage of Genuine According to a Forensic Study of Pirated Software, by Microsoft India Pirated Windows users constantly face the threat of virus attacks and other digital dangers hence risk is losing important data Pirated Windows can install malicious software which slows down, increases system failures and exposes PC to spyware and malware-posing a threat to confidential data Pirated Windows leads to Higher maintenance cost, i.e. uptoRs 1.5 lakh per month for business users, and uptoRs. 900 per year for Home Users Eg – With Pirated software, a hidden program called Backorifis gets installed on the PC which captures all my user passwords, ATM & credit card details and sends it back to the hacker. Would you want that? When original Windows is just a small part of the cost of a PC, is it still worth taking the risk?
Handy Tool Advise Customers to buy original Windows 7 Gives details of Lifetime FREE Antivirus Gives the website details www.microsoft.com/security_essentials
Handy Tools Explains the loss when using pirated software Explains the different SKU’s and features available of Original Windows 7 Explaining the benefit of working with original software
WHEN ORIGINAL IS SO MUCH REWARDING, IS IT STILL WORTH TAKING THE RISK ? ? ?