SDI SDI Certifications SD0-101 Questions & Answers

• Question 121:

  Which of these options is the most important thing to remember to ensure that your verbal skills are good?

  A. Learn a new word every day and use it in all conversations

  B. Use well structured sentences to give better explanations

  C. Speak with brevity to give clear explanations

  D. Speak in a manner that matches the style of the user

  Correct Answer: D

• Question 122:

  Matching the users communication style is important because

  A. It increases comprehension, understanding and customer satisfaction levels

  B. It increases comprehension, understanding and reduces call volumes

  C. It increases comprehension, understanding and reduces call duration

  D. It increases comprehension, understanding and first contact resolution

  Correct Answer: A

• Question 123:

  Which option best describes the benefits of professionally managing a call?

  A. Itoptimises talk time and reduces the volume of calls handled

  B. It increases the problem resolution rate and the level of customer satisfaction

  C. It increases the average call duration and establishes credibility for the Service Desk

  D. It increases the confidence of the SDA and the level of customer satisfaction

  Correct Answer: D

• Question 124:

  How best might you use silent time during a call?

  A. By reviewing with the userwhats happened with the call so far

  B. By clearly identifying whether this is a Service Desk issue

  C. By asking about the users emotional state

  D. By describing the detail of the behind-the-scenes support process

  Correct Answer: A

• Question 125:

  During a recent training course on effective telephone skills you learnt about effective call management. Which call management principle must you fulfil to ensure that all the calls you receive are handled in a professional and effective manner?

  A. Focus on ending the call as rapidly as possible

  B. Focus on thecallers accent and attempt to speak to him/her in the same way

  C. Focus on doing what is needed to provide a satisfactory resolution

  D. Focus on using silent time to catch up with your emails

  Correct Answer: C

• Question 126:

  Formal communication includes which of these options?

  A. Theusers title and family name plus social discussion

  B. Theusers first name, no titles plus social discussion

  C. Theusers title and no social discussion

  D. The users first name, social discussion and business terminology

  Correct Answer: C

• Question 127:

  To improve your telephone communications skills, which of these skills should you concentrate on developing?

  A. Your ability to read personality types

  B. Your facial gestures when talking

  C. Your listening capability

  D. Your technical comprehension

  Correct Answer: C

• Question 128:

  Which option best describes call differentiating?

  A. Understanding that 75% of customer satisfaction is derived from psychological needs being met and 25% of business needs being met

  B. Understanding that 75% of customer satisfaction is derived from business needs being met and 25% from psychological needs being met

  C. Understanding that 65% of customer satisfaction is derived from speedy resolution and 35% from regular status updates

  D. Understanding that 90% of customer satisfaction is derived from psychological needs being met and 10% from business needs being met

  Correct Answer: A

• Question 129:

  Which option is the best technique to use when speaking with someone from a different culture or who has difficulty communicating in your language?

  A. Ask the user to email you with the details

  B. Advise the user about language classes they can take

  C. Use paraphrasing to verify your understanding

  D. Speak informally to put them at their ease

  Correct Answer: C

• Question 130:

  You are logging a Service Request for a user speaking a foreign language and you are struggling to understand his/her requirements; which option is NOT an option for language assistance?

  A. Language courses

  B. Translation applications

  C. An interpreter

  D. Other Service Desk staff

  Correct Answer: A