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Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:

1. Which is a supported language for Avaya IP Office Contact Center? (Select one.)

A) Brazilian Portuguese
B) Italian
C) Latin Spanish
D) German
E) French
F) English

2. When meeting with a prospect they say: "Your contact center solution is too expensive." Which statement could help you overcome this customer's objection? (Select one.)

A) Are you sure you are comparing apples to apples? You need to look at the total cost for an accurate comparison. Capabilities such as call recording are included as part of Avaya solution (including IP Office licensing), but may be an additional cost with a competitor.
B) What if we could transform your costly voice interactions into a lower cost to serve business model and at the same time help you generate additional revenue? Businesses use web chat for both sales and support situations. In fact,web chat is one of the lowest cost contact channels available to businesses today. With a lower cost structure and the opportunity for new revenue, you can potentially increase your profitability this would mitigate the upfront cost of replacing your current solution.
C) Really? Have you seen the results from "The Autonomous Customer 2013" survey? Their findings show how customers want to do business with businesses that make it easy to do business. Your customers don't necessarily want to call you and have just anyone helping them. Customers want to spend the least amount of time possible getting the answers they are looking for and we can help you make that happen.
D) What if I told you that Avaya has transformed IP Office and expanded our offerings to serve midsize businesses like yours? Our solutions provide businesses a scalable, redundant, and resilient system capable of handlingdemanding environments. Furthermore, our Contact Center solutions are based on existing solutions with years of mission-critical deployment experience.

3. Which are four Avaya Proof Points that can help you support why Avaya is the right company with which to do business? (Select four.)

A) Avaya always comes in with the lowest price tag for all their contact center solutions.
B) Avaya offers complete solutions for midsize businesses - built on its proven IP Office software platform - rich unified communications, video collaboration, contact center, and more.
C) Avaya is the market leader In customer experience management and contact center solutions, with more than 50,000 deployments supporting 6 million agents.
D) Avaya has more than 375.000 Avaya IP Office systems deployed in businesses worldwide, for more than a decade of experience and customer feedback to guide development.
E) Avaya multichannel capabilities, agent productivity tools, and end-to-end portfolio of fit for purpose applications outperform competitors.

4. Scenario:
Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Channel Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up S150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes* to get the money.
What should the Partner do?

A) The Partner should ask Avaya to pay the money to get the payments released.
B) The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].
C) The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.
D) The Partner should report the matter to their own management.

5. Which are three characteristics of the typical business with fewer than 2.000 Employees/30 to 250 Agents? (Select three.)

A) The CEO/Owner is most likely the buyer
B) The business believes that contact center capabilities are essential
C) IT is the buyer or strong influencer
D) The business lacks technical knowledge
E) The business applies technology to address a business problem

Solutions: