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HDI QQ0-401 exam question answer braindumps book

admin — Fri, 17 Sep 2010 14:21:54 +0000

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admin — Wed, 15 Sep 2010 14:19:25 +0000

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admin — Sun, 12 Sep 2010 12:39:53 +0000

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admin — Wed, 23 Jun 2010 14:27:10 +0000

QQ0-401 Exam
SDI-Service Desk Foundation Qualification
Exam Number/Code : QQ0-401
Exam Name : SDI-Service Desk Foundation Qualification
Questions and Answers : 120 Q&As
Update Time: 2010-01-28
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admin — Sun, 23 May 2010 13:36:38 +0000

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admin — Wed, 28 Apr 2010 21:23:23 +0000

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admin — Tue, 16 Feb 2010 13:51:38 +0000

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admin — Sat, 06 Feb 2010 13:52:02 +0000

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admin — Tue, 06 Oct 2009 06:48:31 +0000

qq0-400 Exam

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Exam Number/Code : qq0-400
Exam Name : hdi qualified customer supprot specialist(css)
Questions and Answers : 120 Q&As
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Exam : HDI Worldwide QQ0-400
Title : Hdi qualified customer supprot specialist(css)

1. Whicht is an example of data that must be protected by security policies?
A. Department addresses.
B. General telephone numbers.
C. Head office marketing handouts.
D. Personal information.
Answer: D

2. 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

3. Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B

4. What is a best practice to use when placing a customer on hold?
A. Document your actions in the incident record.
B. Ensure that the hold music is working.
C. Provide a valid reason for putting the customer on hold.
D. Set a reminder so that you don forget the customer.
Answer: C

5. What is the best action to take when sharing a workspace?
A. Keep a log of daily activities to share with next shift.
B. Label all of your personal property.
C. Refrain from loading personal software onto computer equipment.
D. Shut down the computer equipment at the end of each shift.
Answer: C

6. Which metric is used to measure the average amount of time that a customer waits before a call is answered?
A. Abandon before answer.
B. Availability.
C. Average speed to answer.
D. First contact resolution.
Answer: C

7. 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

8. What is the major difference between problem management and incident management?
A. Incident management and problem management are the same.
B. Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.
C. Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.
D. Incident management is used first, and problem management is used if incident management does not work.
Answer: B

9. What is the best reason for using proper grammar and spelling when documenting incidents?
A. Not using proper grammar and spelling is sloppy.
B. Not using proper grammar and spelling will anger the customer.
C. Using proper grammar and spelling is professional.
D. Using proper grammar and spelling will impress your supervisor.
Answer: C

10. Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

11. A customer 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

12. What type of question will best encourage a customer to talk more about their incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B

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