HDI HDI Certifications HD0-100 Questions & Answers

• Question 51:

  What is a key benefit of using a web site for reference?

  A. It provides private access

  B. It provides searchable topic fields

  C. It is printable

  D. It is computer-based

  Correct Answer: B

• Question 52:

  What is paraphrasing?

  A. Using lots of long words when speaking to a customer

  B. Telling the customer what they meant to say

  C. Repeating what the customer says using your own words

  D. Repeating what the customer says in their words

  Correct Answer: C

• Question 53:

  Which topologies are used to provide interconnectivity between networks?

  A. RS-232, Analogue, and Voice

  B. T-1s, ISDN, and Mainframe

  C. Ethernet,Fibre Optic, and Token Ring

  D. TCP/IP, UNIX, and IPX/SPX

  Correct Answer: C

• Question 54:

  In which three situations is escalating a call to management appropriate? (Choose three.)

  A. When you have little or no experience with the problem

  B. When you have exhausted all your available resources

  C. When the customer requests it

  D. When the service level agreement (SLA) requires it

  Correct Answer: BCD

• Question 55:

  What are three important attributes of high-quality leaders? (Choose three.)

  A. They encourage interest and curiosity among subordinates

  B. They use authority and control to direct the subordinates

  C. They provide a channel through which problems can be aired

  D. They stimulate creativity and innovation among subordinates

  Correct Answer: ACD

• Question 56:

  A customer satisfaction survey is important because it obtains information about .

  A. The customer base

  B. Individual analyst performance

  C. Management performance

  D. Customer service performance

  Correct Answer: D

• Question 57:

  What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?

  A. Ask open questions

  B. Provide more detailed explanations

  C. Assume the customer has a basic level of knowledge

  D. Ask closed questions

  Correct Answer: A

• Question 58:

  Which technique will best optimise talk time?

  A. Customer should be prepared to actively listen

  B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level

  C. Analyst uses business language

  D. Analyst asks clarifying questions

  Correct Answer: B

• Question 59:

  You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

  A. Determine priority/severity and collect/document the appropriate information

  B. Escalate to a manager to reassign the call

  C. Set a call back time and tell the customer you will review the call with an expert

  D. Inform the customer of the product limitations you are aware of, but assure them they will receive support

  Correct Answer: A

• Question 60:

  Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

  A. Corporate home pages

  B. Frequently asked questions (FAQs)

  C. Work/problem ticket request pages

  D. Knowledge databases

  Correct Answer: BCD