HDI HDI Certifications HD0-100 Questions & Answers

• Question 81:

  An aggressive customer calls the help desk and demands an immediate resolution to a problem. Which three approaches should the creative analyst use to successfully manage the call? (Choose three.)

  A. Slow the pace

  B. Focus on the facts

  C. Project confidence

  D. Stay on target

  E. Be less time-disciplined

  Correct Answer: BCD

• Question 82:

  Why is using a uniform greeting and closing with the customer an essential telephone skill?

  A. Customers will receive the same level of professionalism

  B. It is an effective way to handle difficult customers

  C. It is important to put the customer at ease

  D. The close of a telephone call is as important as the greeting

  Correct Answer: A

• Question 83:

  What are three key strengths of critical thinkers? (Choose three.)

  A. They are analytical

  B. They areorganised

  C. They are empathetic

  D. They are logical

  Correct Answer: ABD

• Question 84:

  What are three components of CTI? (Choose three.)

  A. ACD

  B. Integration server

  C. IVR

  D. NT domain server

  Correct Answer: ABC

• Question 85:

  Which three are benefits of a call management system? (Choose three.)

  A. The analyst is able to view the customers contact information

  B. The analyst is able to view the customers call history

  C. The analyst is able to view thecustomers password information

  D. The analyst is able to log thecustomers problem

  Correct Answer: ABD

• Question 86:

  Which three techniques describe basic creative thinking? (Choose three.)

  A. Taking the complex approach

  B. Changing your perspective

  C. Looking beyond the evident

  D. Developing alternatives

  Correct Answer: BCD

• Question 87:

  In which two instances is it appropriate to use the customers first name? (Choose two.)

  A. During the initial interaction with the customer

  B. When the customer becomes irate

  C. During informal communication

  D. When you have established a good rapport with the customer

  Correct Answer: CD

• Question 88:

  Which three media can be used to conduct surveys? (Choose three.)

  A. The Internet

  B. E-mail

  C. Personal interviews

  D. A suggestion box

  Correct Answer: ABC

• Question 89:

  What is the number one goal of support services?

  A. To give technical support to anyone who calls

  B. To resolve all calls requiring technical support

  C. To obtain information for any questionsthat are asked

  D. To keep the customer performing at the highest level possible

  Correct Answer: D

• Question 90:

  Which system allows a customer to choose among various options when calling a help desk?

  A. Optional Response Routing (ORR)

  B. Voice Recognition System (VRS)

  C. Multiple Option System (MOS)

  D. Interactive Voice Response (IVR)

  Correct Answer: D