HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 61:

  What is a key benefit of using a web site for reference?

  A. It provides private access
  B. It provides searchable topic fields
  C. It is printable
  D. It is computer-based
  B. It provides searchable topic fields

• Question 62:

  What is paraphrasing?

  A. Using lots of long words when speaking to a customer
  B. Telling the customer what they meant to say
  C. Repeating what the customer says using your own words
  D. Repeating what the customer says in their words
  C. Repeating what the customer says using your own words

• Question 63:

  What is deductive reasoning?

  A. Reasoning based on experience and intuition
  B. Reasoning based on analysis and experience
  C. Reasoning based on intuition and process of elimination
  D. Reasoning based on logic and analysis
  D. Reasoning based on logic and analysis

• Question 64:

  For which three reasons do companies implement security policies? (Choose three.)

  A. Corporate responsibility
  B. Loss prevention
  C. Legal mandate
  D. Lower costs
  A. Corporate responsibility
  B. Loss prevention
  C. Legal mandate

• Question 65:

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

  A. ACD
  B. Integration server
  C. IVR
  D. NT domain server
  A. ACD
  B. Integration server
  C. IVR

• Question 66:

  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 keep the customer performing at the highest level possible
  D. To obtain information for any questionsthat are asked
  C. To keep the customer performing at the highest level possible

• Question 67:

  In which four circumstances is it appropriate to use open questions? (Choose three.)

  A. When you have exhausted your possibilities
  B. When your time is limited
  C. When you need to build rapport
  D. When you need the customer to elaborate
  A. When you have exhausted your possibilities
  C. When you need to build rapport
  D. When you need the customer to elaborate

• Question 68:

  What is inductive reasoning?

  A. Reasoning based on experience and intuition
  B. Reasoning based on logic and analysis
  C. Reasoning based on intuition and process of elimination
  D. Reasoning based on analysis and experience
  A. Reasoning based on experience and intuition

• Question 69:

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

  A. The Internet
  B. E-mail
  C. Personal interviews
  D. A suggestion box
  A. The Internet
  B. E-mail
  C. Personal interviews

• Question 70:

  For which two reasons is it important to have documented processes and procedures? (Choose two.)

  A. Justification for not meeting customer expectations
  B. Ensures consistent service
  C. Identifies areas out of policy
  D. Promotes adherence to policies
  B. Ensures consistent service
  D. Promotes adherence to policies