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Avaya 2M00001A Exam Syllabus Topics:

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 centralized purchase decisions
B) The business has minimal IT support, and are risk adverse
C) The business makes decentralized purchase decisions
D) The business' environment is complex, customized multi-vendor, highly scaled integration critical
E) The business uses limited customization. 1-2Vendors
F) The business has extensive internal IT support with outsourcing

2. If a customer answers yes to the question: "Would you like to deploy an outbound contact
center solution behind an existing PBX via PRI or SIP trunks?" Which solution should you guide them toward?

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

3. Scenario:
A leading reseller ("Reseller") of Avaya is invited by Avaya to attend a function organized to recognize the Reseller for its key contribution in increasing the revenue of Avaya's contact center technology (" CCT") suite of products from $ 1 m to S3m over a 2 year period. The authorized representative of the Reseller is awarded a memento with an Avaya logo and a framed picture of Avaya CCT suite of products.
Is it appropriate for the reseller to accept the memento and the picture from Avaya?

A) No. the items were given to improperly influence the reseller to help Avaya to further augment the revenue from CCT products.
B) Yes. so long as it is acceptable under the Reseller's compliance policies. The items represent gifts of nominal value which are appropriate under Avaya's policy.
C) No, the reseller should have declined the memento and picture from Avaya since accepting gifts of any kind is against Avaya's policy.

4. 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) 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.
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) 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.
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.

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

Solutions: