HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 31:

  Which two statements describe active listening? (Choose two.)

  A. Interrupt the caller to clarify statements
  B. Eliminate internal biases and negative thoughts
  C. Listen for ideas and images, not just words
  D. Place the caller on hold to take notes
  B. Eliminate internal biases and negative thoughts
  C. Listen for ideas and images, not just words

• Question 32:

  Which two facts about customer satisfaction are true? (Choose two.)

  A. More customer contacts can be made over the phone than in person
  B. It is more costly to retain a customer than acquire a new one
  C. More customers are lost to poor service than poor product
  D. Customers form opinions aboutorganisations based on contact with a small portion of that organisation
  C. More customers are lost to poor service than poor product
  D. Customers form opinions aboutorganisations based on contact with a small portion of that organisation

• Question 33:

  In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

  A. Be confident
  B. Be enthusiastic, but natural
  C. Be efficient
  D. Be talkative
  E. Be agreeable to all customer opinions
  A. Be confident
  B. Be enthusiastic, but natural
  C. Be efficient

• Question 34:

  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
  B. Focus on the facts
  C. Project confidence
  D. Stay on target

• Question 35:

  Which two techniques are important for keeping a customer focused? (Choose two.)

  A. Self-help systems
  B. Paraphrasing
  C. Open questions
  D. Closed questions
  B. Paraphrasing
  D. Closed questions

• Question 36:

  You are having a trouble understanding a customer with a strong accent. The first thing you should do is ?

  A. Find someone else who can understand the customer better
  B. Ask the customer is there is someone else in theirorganisation for you to talk to
  C. Inform the customer that you cannot understand them and there is nothing you can do to help them
  D. Tell the customer you are having difficulty understanding them
  D. Tell the customer you are having difficulty understanding them

• Question 37:

  Which three are the most common type of network problems? (Choose three.)

  A. Collisions, congestion, and delays
  B. Segment or ring does not respond, traffic limited, no workaround
  C. Systems will not reboot
  D. Users cannot reach connected devices, i.e., PC, servers, workstations
  A. Collisions, congestion, and delays
  B. Segment or ring does not respond, traffic limited, no workaround
  D. Users cannot reach connected devices, i.e., PC, servers, workstations

• Question 38:

  You are new to the help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

  A. Escalate the problem
  B. Ask a peer
  C. Use reference documentation
  D. Suggest that the customer ask a peer
  B. Ask a peer
  C. Use reference documentation

• Question 39:

  Which statement about successful team players is true?

  A. They desire continued acceptance by the group
  B. They impose ideas and values on others
  C. They encourage member input in decisions
  D. They change attitudes to conform to group standards
  C. They encourage member input in decisions

• Question 40:

  Which statement about service level agreements (SLAs) is true?

  A. SLAs are used to document service provider expectations only
  B. SLAs are used to document customer and service provider expectations
  C. SLAs are used to document customer expectations only
  D. SLAs are not used to document customer or service provider expectations
  B. SLAs are used to document customer and service provider expectations