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

1. 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 Outbond Contact Express
C) Avaya IP Office Contact Center

2. When meeting with a prospect they say: * I don't want to run my contact center on a small business system like IP Office." Which statement could help you overcome this customer's objection? (Select one.)

A) 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.
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) 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.
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. Which are four business attributes where you should propose Avaya IP Office Contact Center to a business? (Select four.)

A) The business is social media aware, but not involved in interactions
B) The business makes IT driven decisions
C) The business is focused primarily on support
D) The business is voice-centric with multichannel
E) The business requires G14 language support

4. Which are four characteristics of the typical business with 10 to 1.000 employees /5 to 100 agents? {Select four.)

A) The business considers the Contact Center important
B) The business values simplicity
C) The CEO/Owner is most likely the buyer
D) IT is the buyer or strong influencer
E) The business believes that contact center capabilities are essential
F) The business lacks technical knowledge

5. Scenario:
In connection with a CCT implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in the country. Avaya is required to import certain telecom equipment into Mourito, Avaya arranges for the shipment and same reaches Mourito port. In order to release the shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis-a-vis overseas shipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs official and obtains the NOC. What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.
What breach, if any, has the Distributor committed?

A) The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.
B) None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.

Solutions: