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Avaya 2M00001A Exam Syllabus Topics:

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

1. Scenario:
Avaya has set up a branch office in an emerging market in South Asia. The company engages a channel partner ('Partner* or "Channel Partner") who has contacts within the government to promote and sell its products and services in the above market. In connection with the above, the Partner pays two (2) government officials $250 each. The Partner takes the position that these payments were not made to secure any government business but rather to build relationships to position Avaya's business in the market.
Is the Partner potentially in breach of anti-bribery/anti-corruption laws andregulations and Avaya's Anti-Bribery/Anti-Corruption policy?

A) No, because the Partner didn't actually solicit any business for Avaya and the dollar value of the payment is relatively small.
B) Yes, because anti-bribery/anti-corruption statutes and Avaya policy prohibit the O
improper influencing of a foreign public official to secure business from any source.

2. Which are three pitch elements that can be included to highlight what end customers are looking for when contacting a business of any size? (Select three.)

A) Businesses need to adapt to the needs of their end customers
B) Present day customers are more apt to use voice, to contact a business
C) End customers want to connect to the right person regardless of the media they use to connect
D) Other media types can be less expensive than using voice only

3. 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) 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.
C) 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.
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 four objection types that one may encounter when speaking to prospects? (Select four.)

A) Budget Objections
B) Core Platform Objections
C) Integration Objections
D) Competitive Price Objections
E) Category Objections

5. Identify the supervisor capacities for Avaya Contact Center Select with IP Office Server Edition.

A) 100
B) 30
C) 50

Solutions: