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

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

A) The business has extensive internal IT support with outsourcing
B) The business has minimal IT support, and are risk adverse
C) The business uses limited customization, 1-2 Vendors
D) The business makes de-centralized purchase decisions
E) The business makes centralized purchase decisions
F) The business' environment is complex, customized multi-vendor, highly scaled integration critical

2. Which are two questions for the Line of Business Leader that can help you to establish whether the business need is primarily for voice support or whether multichannel is direction they'd like to pursue? (Select two.)

A) Would you like to deploy a contact center solution behind an existing PBX via PRI or SIP trunks?
B) How do your customers interact with you?
C) Do you foresee growing beyond 250 agents within 12 months of deployment?
D) How would you like customers to interact with you?

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) 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.
B) 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.
C) 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.
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.

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

5. DRAG DROP
Deploying Avaya Contact Center Solutions for IP Office into midsized contact center helps solve business needs. Match the business need on the left to the positive business impact on the right. (Click and drag the business impact on the right to the corresponding business need on the left.)

Solutions: