The document provides a questionnaire to guide sales engineers in discovering a customer's needs. The questionnaire covers key business areas including: current business issues, customer interactions, employee communications and device usage, networking and IT infrastructure, messaging and communications services, security and privacy concerns, reliability needs, and customer satisfaction metrics. The goal is to evaluate customer priorities and specifications through exploration of these topics.

1. Avaya Inc. –
Proprietary.
Use pursuant to the terms of yoursigned agreementorAvaya policy. Page 1
Midmarket resources – Discovery Questions
The following Questionnaire was developed to guide Sales Engineers (SEs) practice of
uncovering the customers’ needs through Discovery Questions (DQ). The Questionnaire helps
evaluate different areas of importance in a customer conversation, such as: Business issues,
customer needs and specifications.
Business
 What business issues are you currently trying to solve?
 Where are things falling apart in your business model?
 How do you interact with your customers?
 What changes to your business do you envision for the next year or 5 years?
 How many employees do you have now? Growth plans?
 How do your employees use smart devices today? What would you like them to be able
to do?
 How do you interact with your customers? (What is an average day of your employees?)
 How do your customers contact you?
 Do any of your employees work remotely?
 Do your employees move around a lot?
 Do you want to allow your employees to work from home?
 BYOD - Do you want to support employee owned devices?
 Do your employees need to move about the facility? (roaming employees)
 What are your Networking needs?
 Do your employees have a need for Internet access?
 Do your computers connect to a Local network? Who manages it for you? How old is it?
 How do you deal with Adds Move and changes? (Networking, voice)
 What are your normal hours of operation?
Communications Services
 Who are your service providers currently for voice, internet, conferencing, etc?
 Type of service?
 Number of lines?
 Cost?
Messaging
 What types of messaging do you use today? VM, email, text?
 What changes or enhancements to your messaging applications would help to achieve
your business objectives?
 How is texting used for communications amongst your employees?

2. Avaya Inc. –
Proprietary.
Use pursuant to the terms of yoursigned agreementorAvaya policy. Page 2
 Is texting used to communicate with your customers? If yes, how?
Security or Privacy & Redundancy or Reliability
 What is the level of importance you place on communications privacy/security? (Voice,
data, email, text, video).
 What is the cost to your business if your communications are down?
Customer satisfaction
 What is the level of customer satisfaction you are currently experiencing?
 Are you satisfied with the level of Customer satisfaction?
 What is causing customer satisfaction issues?
 Do customers know how to contact the person that can help them in your company?
(Voice, email, chat).
 Are your customers able to get in touch with someone to help?
 Any dropped communications (voice, or otherwise)? Is there a way for you to track
those?
 Does your customer think you are easy to work with? Where do you get this information
from?