HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 111:

  A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer's attention? (Choose two.)

  A. Raise your voice when asking questions
  B. Empathise with the customer
  C. Regularly use the customer's first name
  D. Tell the customer to "snap out of it"
  B. Empathise with the customer
  C. Regularly use the customer's first name

• Question 112:

  What are three obstructions to active listening? (Choose three.)

  A. Prior knowledge
  B. Positive reinforcement
  C. Emotional carry-over
  D. Situational constraints
  A. Prior knowledge
  C. Emotional carry-over
  D. Situational constraints

• Question 113:

  In which three ways can you create a positive image of your organisation? (Choose three.)

  A. Provide consistent and fair services
  B. Display sensitivity to the feelings of your customers
  C. Follow all call-flow procedures
  D. Respond to customers in a timely fashion
  A. Provide consistent and fair services
  B. Display sensitivity to the feelings of your customers
  D. Respond to customers in a timely fashion

• Question 114:

  You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

  A. E-mail an apology to the customer
  B. Instruct another analyst to conduct follow-up
  C. Wait and see if the customer calls back
  D. Notify your manager of the situation
  D. Notify your manager of the situation

• Question 115:

  Click the Task button. Place each style next to its attribute. For instructions on how to answer a Drag and Drop question, click the Help button.

  Select and Place:

  

  

• Question 116:

  Which approach is preferable when responding to a customer?

  A. Use acronyms that are commonly used in the industry
  B. Use vocabulary to match the customer's level of knowledge
  C. Use industry terminology to educate the customer
  D. Use the simplest terminology that is understood by all levels of knowledge
  B. Use vocabulary to match the customer's level of knowledge