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Avaya Selling Avaya Contact Center Solutions for IP Office - APSS Online Test Sample Questions:
1. Which are three buying behaviors of typical midmarket customers? (Select three.)
A) The business makes decentralized purchase decisions
B) The business has extensive internal IT support with outsourcing
C) The business' environment is complex, customized multi-vendor, highly scaled integration critical
D) The business has minimal IT support, and are risk adverse
E) The business makes centralized purchase decisions
F) The business uses limited customization. 1-2Vendors
2. True or false? The net message for Avaya Contact Center Solutions for IP Office is that midsize businesses can now leverage Avaya customer experience management leadership in a solution that is fit for purpose - simple, yet powerful; with flexible deployment options; easy to use, maintain, and administer, and are all optimized for use with Avaya IP Office software.
A) True
B) False
3. When meeting with a prospect they say: "Your solution looks great, but I don't have the budget to deploy it." 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.
4. Which are four characteristics of the typical business with 10 to 1.000 employees /5 to 100 agents? {Select four.)
A) The business believes that contact center capabilities are essential
B) The CEO/Owner is most likely the buyer
C) IT is the buyer or strong influencer
D) The business lacks technical knowledge
E) The business considers the Contact Center important
F) The business values simplicity
5. Which statement is a value proposition of Avaya Contact Center Solutions for IP Office? (Select one.)
A) Can host both outbound campaigns and communication, as well asself-service applications to simplify and accelerate service creation, lower operating costs, and reduce total cost of ownership.
B) They provide speech and multichannel automation which enables new significant opportunities for automation, driving a significantly increased return on investment.
C) They provide self-service, wait treatment, and call delivery across a SIP network and deliver a better customer experience.
D) Are optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost.
Solutions:
| Question # 1 Answer: A,C,D | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: B,C,D,F | Question # 5 Answer: D |


