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HD0-100 Questions and Answers

Question # 6

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 their organisation 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

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Question # 7

Which two characterise a successful negotiator? (Choose two.)

A.

Focuses on the best solution

B.

Presents a plan of how to get to the solution

C.

Viewed as a problem solver

D.

Steps to the customers side for understanding

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Question # 8

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

A.

Prior knowledge

B.

Positive reinforcement

C.

Emotional carry-over

D.

Situational constraints

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Question # 9

Which three are characteristics of a good negotiator? (Choose three.)

A.

Presents multiple options

B.

Clearly identifies who/what is at fault

C.

Develops realistic expectations

D.

Focuses on what is needed

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Question # 10

Which two actions reflect a supportive help desk environment? (Choose two.)

A.

Analysts attend Help Desk meetings

B.

Analysts work through lunch

C.

Analysts take part in the decision-making process

D.

Analysts work with specific customer issues

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Question # 11

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

A.

It provides searchable topic fields

B.

It provides private access

C.

It is computer-based

D.

It is printable

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Question # 12

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

A.

ACD

B.

Integration server

C.

IVR

D.

NT domain server

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Question # 13

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

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Question # 14

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 about organisations based on contact with a small portion of that organisation

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Question # 15

What is a key benefit of purchasing a knowledge database?

A.

It provides comprehensive information on proprietary applications

B.

It is inexpensive to purchase

C.

It provides comprehensive information on commonly used hardware and software

D.

It is inexpensive to update

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Question # 16

What is a key benefit of a positive work environment?

A.

Diversification of skill sets is minimised

B.

The need for recognition of individual effort is minimised

C.

Rapport among team members is increased

D.

Management involvement is separated from individual involvement

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Question # 17

Which question allows you to determine whether or not your customer is logged on to the network?

A.

Which drives are displayed on your computer?

B.

What is your login ID?

C.

Are you logged on to the network?

D.

Can you access e-mail?

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