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

1. Which are three pitch elements that can be included to start the discussion of how Avaya can help the prospect close more deals, support existing customers better and at a lower cost, or a combination of both? (Select three.)

A) Use facts and statistics from customer surveys to generate interest
B) Highlight the improvements in customer experience, cost to service, and revenue the business can realize by implementing additional contact channels, like web chat, for their end customers
C) Research the business to see if the prospect has a text chat or other means for contact on their website
D) Ask if the customer has a marketing manager

2. Scenario:
Pursuant to opening a new branch office in an emerging market in South Asia, the distributor {" Distributor") engaged by Avaya comes in contact with a leading businessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country. For the above purpose, the businessman demands a cash payment of S1000 which the Distributor pays on behalf of Avaya without seeking Avaya's approval.
Is the Distributor's conduct appropriate?

A) No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.
B) Yes, since these are typically facilitation "grease* payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.
C) No. because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman and without Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.

3. 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.)

4. 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?

5. 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 IP Office Contact Center
B) Avaya Contact Center select
C) Avaya Outbound Contact Express

Solutions: