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132-S-100

Avaya Sales Certification Specialist

Version 1.0
QUESTION NO: 1

A key capability of Avaya's IP Telephony solutions is to extend customer announcements,


voicemail greetings, and other applications from the core to the branches, enabling
_____.

A. A higher TCO
B. Branch office managers to maintain and administer their own communications systems
C. Consistent user experiences
D. Each user to have a different, customized experience

Answer: C

QUESTION NO: 2

Partners selling to Global Accounts at the Avaya Direct Account Team's invitation must
sell which of the following?

A. Avaya Services only


B. Avaya products only
C. Avaya content for both products and services where Avaya has an applicable offer
D. Any products or services they choose

Answer: C

QUESTION NO: 3

Which is NOT a common business problem addressable by Avaya's IPT solutions?

A. Inability to get the appropriate parties together to make decision


B. Inability to communicate during a major business interruption
C. Multiple disparate systems that are expensive to maintain
D. Disconnected branch offices

Answer: A

QUESTION NO: 4

Who determines the maintenance renewal strategy when a Partner has previously sold a
maintenance agreement to a non Global / US Named Account? (Choose two.)

A. The Avaya Direct team owns the maintenance renewal strategy.


B. The Avaya Telesales team owns the maintenance renewal strategy.
C. The end-user customer.
D. The Partner owns the maintenance renewal strategy, which may include a Channel
Service Agreement, Partner Support Service / Joint Service Delivery, or Wholesale
Maintenance.

Answer: C, D

QUESTION NO: 5

A business process consists of a set of steps that an organization typically uses to execute
daily business and is _____.

A. Measurable using Key Process Indicators


B. Measurable using Key Performance Indicators
C. Measurable using Key Process Instances
D. Measurable using Key Primary Indicators

Answer: A

QUESTION NO: 6

Which are the three basic functions of the Communication Manager Software?

A. PBX functionality, Contact Center functionality, Mobility Server


B. PBX functionality, Mobility Server, IP Softphone
C. Mobility Server, Contact Center functionality, DoS Protection Server
D. Contact Center functionality, PBX functionality, SIP Enablement

Answer: A

QUESTION NO: 7

In the Contact Center portfolio, how does Avaya solve this customer problem: Inability to
make good decisions on behalf of customers and to provide personalized customer
service?

A. Access to actionable customer data through a single database and reporting platform
B. Ability to extend applications outward through the enterprise
C. Access convenient communications capabilities to find and reach people more
effectively
D. Best practice use of technology

Answer: A

QUESTION NO: 8
Avaya will have direct resources assigned for primary coverage for which two of the
following account types? (Choose two.)

A. Non Global / US Named


B. US Named
C. Global
D. All account types

Answer: B, C

QUESTION NO: 9

Which enterprise is defined by having over 1000 users, mulitple locations, are often
multinational, and have complex business models?

A. Very-small-sized
B. Small-sized
C. Mid-sized
D. Large-sized

Answer: D

QUESTION NO: 10

SIP is a key enabler of intelligent communications because it allows for monitoring of


_____.

A. Presence
B. Metrics
C. Call volume
D. Process

Answer: A

QUESTION NO: 11

Which organizations within Avaya are necessary to map our customers' business
requirements to technology and delivery models?

A. Avaya Sales Operations and Channel Partners


B. Avaya Global Services consultants and the Applications Sales Team
C. Avaya Global Sales & Marketing and Avaya Finance
D. Avaya Telesales and DevConnect Partners

Answer: B
QUESTION NO: 12

Which of these companies is NOT currently a major competitor to Avaya in the UC


space?

A. EDS
B. Cisco
C. Microsoft
D. Siemens

Answer: A

QUESTION NO: 13

When can Avaya refer an opportunity to another Partner?

A. When Avaya determines they prefer a different partner to have the opportunity
B. The Partner does not follow the requirements for Avaya content, Avaya Product, Avaya
Maintenance, and first right of refusal on other services
C. Avaya has the right to refer an opportunity to a new partner at any time since Avaya
always owns the leads they send out
D. The Partner is offering a competitor's product to replace an existing Avaya call
processing hardware or software product

Answer: D

QUESTION NO: 14

Who is the final arbiter for selecting the channel of distribution to procure solutions and
services?

A. The Avaya Channel Manager Executive


B. The Channel Partner SVP
C. The End-User
D. The Avaya Client Executive

Answer: C

QUESTION NO: 15

What is the Avaya strategy regarding marketing and selling to Territory Accounts?

A. To market and sell to US Named Accounts through a direct sales strategy with
moderate involvement from Partners
B. To market and fulfill the Avaya solutions primarily through Partners, utilizing an
indirect strategy
C. To market and sell to US Named Accounts only through telesales
D. To market and sell to US Named Accounts only through a direct sales strategy

Answer: B

QUESTION NO: 16

What is the main characteristic of Deal Registration?

A. The application used by Partners to register a customer/account to a Partner.


B. The primary application used by Certified Channel Partners to register new front-
market sales opportunities
C. The application used by Avaya and Channel partners to submit complaints regarding
each other's conduct
D. The delivery mechanism for Avaya to send new territory opportunities to Partners

Answer: B

QUESTION NO: 17

Although it is the Avaya strategy to market directly to Global Accounts, the CEO at a
Global Account would prefer to do business with an Avaya Partner. Who will determine
how the end-user will be served?

A. The Partner
B. The End-User
C. Avaya
D. The Partner and Avaya

Answer: B

QUESTION NO: 18

The use of Business Advocate in a Contact Center can account for which of the
following?

A. Higher agent occupancy


B. Longer call delays
C. More frequent transfers and conferences
D. Higher turn-over rate

Answer: A

QUESTION NO: 19
Which is a possible consequence if a Partner does not obtain formal written approval
prior to selling Avaya stand-alone maintenance renewals to a US Named Account or
Global Account?

A. The Partner's relationship to Avaya may be terminated immediately.


B. The Partner may lose the commission and/or revenue credit on the account.
C. There are no real consequences for not obtaining prior approval since obtaining prior
approval is only a procedural guideline.
D. There are no consequences since the policy for Global and US Named Accounts is the
same as for a Territory account.

Answer: B

QUESTION NO: 20

Under what circumstance may Avaya or one of its Partners actively solicit business from
each other's existing customers where the customer has NOT issued an RFP?

A. A Partner executive has an established personal relationship with an executive from


the customer who is seeking services
B. The end-user has indicated they are unhappy with their service support
C. The relationship is between the Partner and a Global or US Named Account
D. The business has been won in violation of the Sales Engagement Principles

Answer: C, D

QUESTION NO: 21

What value message might you present to an LOB leader when selling Unified
Communications?

A. Provides superior customer responsiveness


B. Closed-loop, two-way communications
C. Scalable and reliable
D. Provide a familiar user experience

Answer: A

QUESTION NO: 22

When an engagement issue needs to be escalated, who should be contacted first?

A. The Partner Executive and the Avaya Channel Manager Executive / Alliance Director
B. The Partner Sales Executive and the Avaya Channel Manager Executive / Alliance
Manager
C. The Partner Owner / President and the Avaya RVP
D. The Partner Management and the Avaya SVP

Answer: B

QUESTION NO: 23

Based on the Avaya Sales Engagement Principles, when is it safe for a Partner to share
end-user information or customer lists with Avaya personnel?

A. A partner should always feel safe since the engagement rules dictate that Avaya and
the Partners will respect the confidentiality obligations to which they have agreed
between them when establishing their relationship.
B. Partners should never share sensitive information with Avaya personnel or other Avaya
Partners.
C. Safety is not the issue since the Partner agreement states that a Partner agrees that
Avaya may use Partner provided information to actively compete with them.
D. Partners should only share sensitive information with Avaya personnel on an
opportunity that is registered and accepted through eDemand.

Answer: A

QUESTION NO: 24

What is the Avaya strategy regarding marketing and selling to Global Accounts?

A. To market and fulfill the Avaya solutions primarily through Partners, utilizing an
indirect strategy
B. To market and sell to Global Accounts primarily through a direct sales strategy
C. To market and sell to Global Accounts primarily through telesales
D. To market and sell to US Named Accounts only through a direct sales strategy

Answer: B

QUESTION NO: 25

Which of the following statements most closely represents this sales engagement
principle, "Avaya and the Partners will respect each other and support customers as
professionally and promptly as possible."?

A. Avaya and the Partners should never speak poorly of each other's business practices
B. Avaya and the Partners should not be overly concerned about what they say to end-
users
C. Avaya and the Partners will foster a competitive environment with each other so it
does not matter what we say
D. Avaya and the Partners should speak disparagingly to end-users about each other's
business practices
Answer: A

QUESTION NO: 26

Which types of opportunities may be registered by Partners with Avaya?

A. New / Greenfield front-market opportunities identified by a Partner


B. Opportunities with existing accounts identified by Avaya only
C. New opportunities already registered by another Partner
D. Existing opportunities registered in Siebel by direct client executives

Answer: A

QUESTION NO: 27

When is it acceptable for a Partner to use disparaging comments to pursue another


Partner's existing customer relationships?

A. It is never acceptable for a Partner to disparage another Partner or Avaya


B. If another Partner has initiated negative remarks
C. Whenever a competitive bid has been solicited by the end-user
D. When the end customer is initiating the conversation

Answer: A

QUESTION NO: 28

The industry currently has a very _____ definition of UC.

A. Fluid
B. Refined
C. Complex
D. Standard

Answer: A

QUESTION NO: 29

When a Channel Partner registers a new opportunity for a US Named or Global Account
that is accepted by Avaya, when must the Channel Partner sell Avaya services for that
opportunity?

A. Always
B. When there is an existing Avaya Maintenance agreement
C. The Partner is not required to sell Avaya Maintenance when an opportunity is
registered and accepted
D. The Partner is not required to sell Avaya Maintenance for a US Named or Global
Account.

Answer: B

QUESTION NO: 30

Which three are top business imperatives in Customer Service? (Choose 3.)

A. Leveraging the global workforce


B. Strategic customer segmentation
C. Consistency of service
D. Use of the latest technologies
E. Providing every customer with a live interaction

Answer: A, B, C

QUESTION NO: 31

At Customer Briefings, the Instructor recommends conducting live UC demonstrations


_____.

A. After all presentation materials have been delivered


B. Grouped together, and as early as possible in the time allotted
C. Spaced evenly throughout the briefing
D. After each separate product is presented

Answer: B

QUESTION NO: 32

What is a possible consequence if a Partner is offering a competitor's solution to replace


an existing Avaya solution (hardware, software or services)?

A. The Partner's relationship to Avaya may be terminated immediately.


B. The Partner may lose the commission and / or revenue credit on the account.
C. There are no real consequences for not obtaining prior approval since obtaining prior
approval is only a procedural guideline.
D. Avaya may refer the opportunity to another Partner or sell it direct.

Answer: D

QUESTION NO: 33
According to Nemertes, what percentage of employees work in locations other than
headquarters?

A. 20%
B. 40%
C. 60%
D. 90%

Answer: D

QUESTION NO: 34

Whose main interests focus on the key metrics return on assets and return on capital?

A. IT Manager
B. CEO
C. LOB Manager
D. Customer Service Representative

Answer: B

QUESTION NO: 35

It is predicted that, within two years, the bulk (75%) of the agent positions shipped will
be:

A. TDM
B. SIP
C. IP
D. Analog

Answer: C

QUESTION NO: 36

One of Avaya's strengths in the marketplace is its ability to service the large enterprise
effectively and reliably. To do this, we can scale our contact centers to a total of how
many simultaneous, logged-in agents?

A. 2,000 agents
B. 5,000 agents
C. 7,000 agents
D. 10,000 agents

Answer: C
QUESTION NO: 37

What is the part of CEBP that collects, organizes, and filters high volumes of data so it
can be processed?

A. The Transaction Server


B. The Message Stream Processor
C. The EPL Server Files
D. The Event Processor

Answer: D

QUESTION NO: 38

Which Avaya solution best fits the needs of a mid-market customer?

A. Communication Manager Express (previously MultiVantage Express)


B. IP Office
C. Quick Edition
D. Communication Manager

Answer: A

QUESTION NO: 39

Avaya's desktop "Click to Call" application is _____.

A. One-X Mobile
B. One-X Portal
C. One-X Speech
D. One-X Communicator One-X Quick Edition

Answer: B

QUESTION NO: 40

Which feature is NOT in Avaya one-X Mobile?

A. Voice Mail "Push" to SmartPhone


B. Synchronized Call Logs
C. VPIM2 Networking Protocol
D. Corporate Directory Access

Answer: C

QUESTION NO: 41
What is an urgent business problem faced by a CEBP ideal client?

A. Streamlined business information flow


B. Issues regarding consistent service and process delivery at branch and remote
locations
C. Productivity of mobile workers
D. Expensive human resources optimization

Answer: A

QUESTION NO: 42

Advanced Event Detection (EDA) combined with a Closed-Loop Response Layer are
examples of what?

A. Areas where we cannot affect business processes


B. Avaya's key strengths in CEBP
C. Cisco's SONA software
D. Part of BEA's MicroServices Architecture

Answer: B

QUESTION NO: 43

What type of enterprise is the Avaya Distributed Office solution perfect for?

A. Medium-sized enterprises that have growth potential


B. Large enterprises with multiple branches
C. Small enterprises with a few remote workers
D. Distributed Office is built to fit any enterprise

Answer: B

QUESTION NO: 44

The Avaya "Flatten, Consolidate and Extend" value proposition means _____.

A. Deploying separate stand-alone communications systems in every location across the


enterprise
B. Investing more heavily in the infrastructure
C. Addressing only telephony applications, but handling contact centers separately
D. Moving from a group of loosely connected standalone systems to a centralized
application approach

Answer: D
QUESTION NO: 45

What is a key Unified Communications value message for a "Road Warrior" type of
worker?

A. Making the mobile device an extension of the deskphone


B. Control of telephony
C. Intuitive interfaces allowing a seamless shift between locations
D. Use of dual-connect phone

Answer: A

QUESTION NO: 46

Which two Avaya solutions should you use when customers find employees unreachable
or unproductive at the office and have IT departments having increasing difficulty
controlling mobility, spending, and usage? (Choose two.)

A. Embed mobility applications into core IP Telephony software.


B. Provide cell phones to each mobile employee
C. Extend customer announcements, voicemail greetings, and other applications.
D. Utilize speech access to satisfy the individual's requirements

Answer: A, C

QUESTION NO: 47

Which is NOT a top business imperative in the IPT marketplace?

A. Managing and maintaining multiple, non-integrated systems


B. Needing consistent service/delivery at branch or remote locations
C. Needing advanced communications tools to compete effectively
D. Implementing the latest new technology

Answer: D

QUESTION NO: 48

Unified Communications solutions represent _____ of Avaya's estimated addressable


market

A. 15%
B. 27%
C. 33%
D. 41%
Answer: D

QUESTION NO: 49

Which section of the Solution Messaging Card is best described by where Avaya lists
Specific details and how a problem manifests itself at the individual level?

A. Solution linkage
B. Business impact
C. Trend relevance
D. Potential pains
E. Metrics proof of value

Answer: D

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