Case Study $-$ there are $2$ questions about this case study. Read the case study and then answer those questions. They indicate that they are from the case study.

DELL sells computers and business systems and also offers technical support, an important service to help customers use their Dell products. This support is given by their technical staff who also need to have professional selling skills. DELL also needed to figure out how to get the technical support to their missions of customers scattered throughout many countries. They came up with a unique service called @DellCares. Read the case and then answer questions.

DELL $$ Using Social Media Outreach

DELL directly went where their customers are, that is on social media channels. Rather than expecting their customers to come to them, DELL offered technical support directly through their social media pages by responding to customer concerns and building business digitally.

They launched a social media campaign going by the name @DellCares, a program that used social media platforms and online communities to address their customer concerns & questions. They also replied directly to customers through tweets and other response methods.

According to Amy Marquez Bivin, Social Media Outreach Manager, $98$ per cent of customer issues responded to through @DellCares are resolved without customers needing to work with an agent and $85$ per cent of social$-$media$-$assisted customers with negative initial opinions of Dell reported a positive opinion following the support experience.$$

This program articulated that the company cares about their customers, hence as a result, the program is also generating an average of $$265,000$ in additional weekly revenue.

aeroleads.com$/$blog$/$marketing$-$sales$-$case$-$studies$/$

Question $12$

$1$

Point

Sales people have a strong competitive edge who $......$

Offer a special price.

add value to the selling relationship thru truth, empathy, knowledge of product, asking the right questions, being polite and listening skills.

remember the customer's name.

shake the customer's hand.