HDI인증 HD0-400시험을 패스하여 자격증을 취득하는게 꿈이라구요? ITExamDump에서 고객님의HDI인증 HD0-400시험패스꿈을 이루어지게 지켜드립니다. ITExamDump의 HDI인증 HD0-400덤프는 가장 최신시험에 대비하여 만들어진 공부자료로서 시험패스는 한방에 끝내줍니다.
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시험 번호/코드: HD0-400
시험 이름: HDI (HDI Qualified Customer Support Specialist)
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Q&A: 120 문항
업데이트: 2013-11-19
HDI HD0-400인증은 아주 중요한 인증시험중의 하나입니다. ITExamDump의 베터랑의 전문가들이 오랜 풍부한 경험과 IT지식으로 만들어낸 IT관연인증시험 자격증자료들입니다. 이런 자료들은 여러분이HDI인증시험중의HD0-400시험을 안전하게 패스하도록 도와줍니다. ITExamDump에서 제공하는 덤프들은 모두 100%통과 율을 보장하며 그리고 일년무료 업뎃을 제공합니다
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여러분이 어떤 업계에서 어떤 일을 하든지 모두 항상 업그레이되는 자신을 원할 것입니다.,it업계에서도 이러합니다.모두 자기자신의 업그레이는 물론 자기만의 공간이 있기를 바랍니다.전문적인 IT인사들은 모두 아시다싶이HDI HD0-400인증시험이 여러분의 이러한 요구를 만족시켜드립니다.그리고 우리 ITExamDump는 이러한 꿈을 이루어드립니다.
요즘같이 시간인즉 금이라는 시대에 시간도 절약하고 빠른 시일 내에 학습할 수 있는 ITExamDump의 덤프를 추천합니다. 귀중한 시간절약은 물론이고 한번에HDI HD0-400인증시험을 패스함으로 여러분의 발전공간을 넓혀줍니다.
HDI HD0-400인증시험은 전문적인 관련지식을 테스트하는 인증시험입니다. ITExamDump는 여러분이HDI HD0-400인증시험을 통과할 수 잇도록 도와주는 사이트입니다. 많은 분들이 많은 시간과 돈을 들여 혹은 여러 학원 등을 다니면서HDI HD0-400인증시험패스에 노력을 다합니다. 하지만 우리ITExamDump에서는 20시간 좌우만 투자하면 무조건HDI HD0-400시험을 패스할 수 있도록 도와드립니다.
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NO.1 What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without
offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are
being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA
performance.
D. Customer satisfaction surveys provide information that can be used to assess blame
for problems.
Answer: B
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NO.2 When is it most appropriate to escalate an incident to a manager?
A. Escalate an incident if the customer begins to complain.
B. Escalate an incident the customer is emotional.
C. Escalate an incident if the customer requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C
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NO.3 Which of the following is most likely to be a barrier to communication?
A. The customer ability to use self-help systems.
B. The customer previous experience with the Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B
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NO.4 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C
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NO.5 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D
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NO.6 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B
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NO.7 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A
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NO.8 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A
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NO.9 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B
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NO.10 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C
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NO.11 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B
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NO.12 Certkiller .com calls with a problem you know they could solve using the Support Centre
web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B
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NO.13 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C
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NO.14 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B
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NO.15 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A
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NO.16 What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D
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NO.17 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C
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NO.18 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C
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NO.19 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D
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NO.20 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D
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