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

1. Scenario:
Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Channel Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up S150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes* to get the money.
What should the Partner do?

A) The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.
B) The Partner should ask Avaya to pay the money to get the payments released.
C) The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].
D) The Partner should report the matter to their own management.

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

3. Which are three attributes of Avaya Contact Center Solutions for IP Office? (Select three.)

A) They can scale up to 10,000 simultaneous configured agents
B) They support blended multichannel inbound and outbound contacts
C) They feature industry-leading agent and supervisor desktops, call recording, and reporting
D) They supported by Avaya IP Office Support Services (IPOSS)
E) They can scale up to 5.000 supervisors

4. Scenario:
Avaya is bidding for a telecommunications project with the Government of India ("GOI") 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.

5. Which is a supported language for Avaya IP Office Contact Center? (Select one.)

A) Latin Spanish
B) Italian
C) English
D) French
E) Brazilian Portuguese
F) German

Solutions: