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

1. 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 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.
B) Avaya always comes in with the lowest price tag for all their contact center solutions.
C) Avaya offers complete solutions for midsize businesses - built on its proven IP Office software platform - rich unified communications, video collaboration, contact center, and more.
D) Avaya multichannel capabilities, agent productivity tools, and end-to-end portfolio of fit for purpose applications outperform competitors.
E) Avaya is the market leader In customer experience management and contact center solutions, with more than 50,000 deployments supporting 6 million agents.

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) 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) 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) 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) 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.

3. If a customer answers yes to the question: Do you need to support less than 30 agents?" Which solution should you guide them toward?

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

4. Which are four midsize contact center customer pain point? (Select four.)

A) Midsize contact centers have many of the same customer experience aspirations as large enterprises, but with far smaller budgets
B) Many midsize contact centers have basic automated call distribution (ACD) and reporting - which is no longer meeting their center's requirements
C) Midsize contact centers have sophisticated contact center capabilities but lack the desire to use them to their full potential
D) Many midsize contact centers have IT resources that consist of a limited staff of generalists
E) Midsize contact centers' end customers want to interact with the business through the channels they choose

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

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

Solutions: