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

1. 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.)

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) 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.
C) 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.

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) 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.

4. Which are two CXQor Business Owner Pain Points that midsize businesses face? (Select two.)

A) Midsize businesses have many of the same customer experience aspirations as large enterprises, but with far smaller budgets.
B) Multichannel contact center capabilities ate now a basic requirement, along with queuing, routing, tracking, and reporting of inbound, outbound, and blended calls.
C) Midsize businesses find that their existing bask 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.

5. HOTSPOT
Match each product to its capability. (For each capability on the left select the corresponding product from the drop-down list.)

Solutions: