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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: "Is your primary contact center need voice communications, with multichannel capabilities desirable?" Which solution should you guide them toward?

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

2. 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) Research the business to see if the prospect has a text chat or other means for contact on their website
B) Use facts and statistics from customer surveys to generate interest
C) Ask if the customer has a marketing manager
D) 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

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

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

4. If a customer answers yes to the question: "Are you looking for a fully featured solution with industry leading agent and supervisor desktops, reporting, call recording, multichannel, SMS and Fax, and telephony capabilities?" Which solution should you guide them toward?

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

5. DRAG DROP
Match the objection statement on the left to the objection type on the right. (Click and drag the objection type on the right to the corresponding objection statement on the left.)

Solutions: