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

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

A) Avaya Outbound contact Express
B) Avaya Contact center Select
C) Avaya IP Office Contact Center

3. Which are two Operational Pain Points that midsize businesses face? (Select two.)

A) Midsize businesses find that their existing basic automated call distribution (ACD) and reporting systems are no longer meeting their business requirements.
B) End customers want to interact with the business through the channels they choose and have a seamless experience across multiple channels.
C) Multichannel contact center capabilities are now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls
D) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.

4. Which are three buying behaviors of typical midmarket customers? (Select three.)

A) The business hat smaller project based budget
B) This is an evolutionary/migratory sale
C) This is a first time or legacy replacement sale
D) The business has large annual fixed budgets
E) The business favors loyalty and simplicity over brand and seeks advice from the channel partner
F) The business uses installed solutions to drive brand preference and seeks advice from the vendor

5. 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) 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.
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 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.

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