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

1. Which are four objection types that one may encounter when speaking to prospects? (Select four.)

A) Integration Objections
B) Category Objections
C) Budget Objections
D) Core Platform Objections
E) Competitive Price Objections

2. Scenario:
Avaya is bidding for a telecommunications project with the Government of India ("GOP) through one of its Partners. The GOI official who is in charge of the tender requests that the Partner arrange a site visit to Avaya premises to check out our facilities. This is part of the bidding process which authorizes the concerned department to undertake a capability study of all the bidders. The Partner and Avaya take the three (3) member GOI team on a tour of Avaya facilities and conduct a demo of our core offerings. At the end of the demo, Partner and Avaya serve refreshments i.e. tea/coffee and biscuits for the GOI team.
Have the Partner and Avaya conducted themselves in compliance with Avaya policy?

A) Yes, because there was nothing wrong with facilitating the above since it was arranged pursuant to a legitimate government process (of reviewing bidder capabilities).
B) No, because by hosting government officials, both the Partner and Avaya attempted to influence the government to secure a favorable response bid response.

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

A) The business considers the contact center as mission critical
B) The business needs to respond or initiate social media interactions
C) The business requires feature richness
D) The business requires English-only support
E) The business needs blended multichannel

4. Scenario:
A leading Channel Partner of Avaya is responsible for managing several of our accounts, entertains, without Avaya's knowledge and approval, the Chief Technology Officer ("CTO") of a leading client whom Avaya services via the above Partner. The entertainment involves hosting a cocktail dinner for the CTO and his family at a suburban luxury hotel costing approximately $200 and giving a gift coupon worth $500. The Partner does not expense the above to Avaya and justifies the above action on the ground it was a "good will" gesture and not done with any ulterior motive of securing more business.
Is the Partner's behavior appropriate?

A) No. because it involved payment of a cash equivalent (gift coupon), could be considered lavish under the circumstances and the Partner failed to notify Avaya about the event.
B) Yes, because it was a "good will" gesture and Avaya expects our Partners to use their discretion in such instances while abiding by their own internal policies and procedures.

5. 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) 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 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) 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.

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