HDI HDI Certifications QQ0-300 Questions & Answers

• Question 81:

  You are supporting someone from a different culture. How can you improve your communication? (Choose three.)

  A. speak slowly and loudly

  B. encourage the person to ask for clarification

  C. use proper/standard language expressions (eliminate slang)

  D. pause to verify understanding

  Correct Answer: BCD

• Question 82:

  Who is the most effective advocate for raising awareness of a support center in a business?

  A. senior management

  B. first-line supervisors

  C. team leaders

  D. middle management

  Correct Answer: A

• Question 83:

  What should the Help Desk consider when working with different customers?

  A. Customers who work for the same company have similar expectations.

  B. All customers consider their problem to be an emergency.

  C. All customers are unique individuals with their own perceptions.

  D. All customers have similar expectations regarding quality service.

  Correct Answer: C

• Question 84:

  What should be clearly communicated to stakeholders when marketing a support center?

  A. the support center's staffing requirements

  B. the support center's implementation timelines

  C. the support center's infrastructure requirements

  D. the support center's effect on operational productivity

  Correct Answer: D

• Question 85:

  Which two actions ensure consistent customer service? (Choose two.)

  A. acknowledge the benefit of the customer's idea

  B. ensure that customers are aware of Help Desk contributions

  C. ascertain that priority and severity levels are congruent

  D. provide everyone on the Help Desk with similar training

  Correct Answer: CD

• Question 86:

  In which three ways should you provide direction and focus during ambiguous or chaotic circumstances? (Choose three.)

  A. demonstrate knowledge, use, and understanding of new team problem management

  B. sympathize with team members and leverage your presence to help provide clarity

  C. create a communication hub so that people can get accurate information

  D. provide an environment in which team members can experience a sense of continuity and control in their work lives

  Correct Answer: BCD

• Question 87:

  What should the Help Desk manager attend to in order to better understand the needs and feelings of others? (Choose two.)

  A. past performance problems

  B. verbal communications

  C. written documentation

  D. non-verbal communications

  Correct Answer: BD

• Question 88:

  Which two commonly used technologies provide near real-time feedback on organizational performance? (Choose two.)

  A. Call Management Systems

  B. web

  C. telephone

  D. e-mail

  E. broadcast messaging devices

  Correct Answer: AE

• Question 89:

  Which three metric calculations impact customer satisfaction? (Choose three.)

  A. First Call Resolution Rate

  B. Average After Call Work Time

  C. Abandonment Rate

  D. Average Talk Time

  E. Averaged Speed of Answer

  Correct Answer: ACE

• Question 90:

  What are three benefits of mentoring programs? (Choose three.)

  A. They help team members improve.

  B. They allow team members potential growth opportunities.

  C. They help team members develop strategic vision statements.

  D. They help retain personnel with optimal skills.

  Correct Answer: ABD