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

1. 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) 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.
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.

2. Which are two CXO or Business Owner Pain Points that midsize businesses face? (Select two.)

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

3. If a customer answers yes to the question: "Do you foresee growing beyond 100 agents within 12 months of deployment?" Which solution should you guide them toward?

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

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) End customers want to connect to the right person regardless of the media they use to connect
C) Other media types can be less expensive than using voice only
D) Present day customers are more apt to use voice, to contact a business

5. Identify the supervisor capacities for Avaya Contact Center Select with IP500V2-

A) 50
B) 30
C) 100

Solutions: