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

1. Which is an IP Office-based Midmarket contact center solution? (Selectone.)

A) Avaya Aura Register Call Center Elite for Midsize Enterprise
B) Avaya Automated Chat
C) Avaya Interaction Center
D) Avaya Contact Center Select

2. Which are three pitch elements that can be included to highlight what end customers are looking for when contacting a business of any size? (Select three.)

A) Present day customers are more apt to use voice, to contact a business
B) Businesses need to adapt to the needs of their end customers
C) End customers want to connect to the right person regardless of the media they use to connect
D) Other media types can be less expensive than using voice only

3. When meeting with a prospect they say: "Your solution looks great, but I don't have the budget to deploy it." Which statement could help you overcome this customer's objection? (Select one.)

A) 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.
B) 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.
C) 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.
D) 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.

4. If a customer answers yes to the question: "Would you like to deploy an outbound contact
center solution behind an existing PBX via PRI or SIP trunks?" Which solution should you guide them toward?

A) Avaya Outbound Contact Express
B) Avaya IP Office Contact Center
C) Avaya Contact Center select

5. Scenario:
Avaya is bidding for a telecommunications project with the Government of India ("GOI") through one of its Partners. The GOI official who is in charge of the tender requests that the Partner arrange a site visit to Avaya premises to check out our facilities. This is part of the bidding process which authorizes the concerned department to undertake a capability study of all the bidders. The Partner and Avaya take the three (3) member GOI team on a tour of Avaya facilities and conduct a demo of our core offerings. At the end of the demo. Partner and Avaya serve refreshments i.e. tea/coffee and biscuits for the GOI team.
Have the Partner and Avaya conducted themselves in compliance with Avaya policy?

A) Yes, because there was nothing wrong with facilitating the above since it was arranged pursuant to a legitimate government process (of reviewing bidder capabilities).
B) No. because by hosting government officials, both the Partner and Avaya attempted to influence the government to secure a favorable response bid response.

Solutions: