• QQ0-401题库demo免费下载

  Filed under HDI
  Aug 3

  HDI认证QQ0-401考试题库介绍

  考试代号: QQ0-401
  问题数量:120 Q&As
  
  更新时间: 2009-09-24
  注册地点: Prometric/Pearson VUE
  题库全称:SDI-Service Desk Foundation Qualification

  免费QQ0-401题库Demo赏析

  　
  　
  Exam : HDI Worldwide QQ0-401
  Title : SDI-Service Desk Foundation Qualification

  1. 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

  2. Which statement best characterises a friendly and supportive workplace?
  A. Management encourages extensive overtime.
  B. Team members help each other.
  C. Team members work alone.
  D. Team members work only their allotted hours.
  Answer: B

  3. Which is a best practice for dealing with stress?
  A. Answer fewer inquiries.
  B. Confront the issues that are causing stress.
  C. Stop customers from venting.
  D. Take time off work.
  Answer: B

  4. When made by a customer, which comment, is most likely to indicate that a conflict is developing?
  A. I am tired of my computer always being down.
  B. I don’t understand what you mean.
  C. I see what you are saying to me.
  D. You need to slow down.
  Answer: A

  5. Which of the following best describes your sales and marketing role within the Service Desk?
  A. Log the opportunity so that it can be followed up on at a later date.
  B. Recognise opportunities to increase business and know what to do with them.
  C. Refer any business opportunities to the marketing department.
  D. Stop trying to resolve the problem and concentrate on increasing the business.
  Answer: B

  6. What is the most important reason for maintaining legal compliance in the Service Desk?
  A. Maintaining legal compliance prevents other teams seeing what the Service Desk does.
  B. Maintaining legal compliance protects the organisation assets.
  C. Maintaining legal compliance protects you from blame.
  D. Maintaining legal compliance protects your managers.
  Answer: B

  7. 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

  8. 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 asks to speak to a manager.
  D. Escalate an Incident if the Service Desk is short of staff.
  Answer: C

  9. What is a best practice for helping an emotional caller?
  A. Ask the customer to talk about their personal problems.
  B. Help the customer focus on the Incident and resolution.
  C. Maintain a professional approach according to the SLA.
  D. Move the conversation carefully on to general issues within the company.
  Answer: B

  10. What is a best practice for handling phone calls?
  A. Clear your desk of any clutter.
  B. Show the customer sympathy.
  C. Use a standard greeting.
  D. Use formal titles when greeting customers.
  Answer: C

  11. 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

  12. What is a common metric used to measure Service Desk performance?
  A. Abandon before answer (ABA)
  B. Average time to respond (ATR)
  C. Incident quality score (IQS)
  D. Total faxes received (TFR)
  Answer: A

  13. Which process is concerned with the capture, structure, and reuse of solutions?
  A. Call management.
  B. Incident management.
  C. Knowledge management.
  D. Problem management.
  Answer: C

  14. What is a best practice when writing e-mail?
  A. Use animation to emphasise your point.
  B. Use different colours to improve readability.
  C. Use emoticons to convey empathy.
  D. Use standard headers and footers for consistency.
  Answer: D

  15. What is the most important benefit of being empathetic towards your customers?
  A. Your customers will know that you feel sorry for them.
  B. Your customers will know that you can fix their problem for them.
  C. Your customers will know that you understand how they feel.
  D. Your customers will want to talk to you whenever they call.
  Answer: C

  16. Which action best illustrates responsible team behaviour?
  A. Logging every call.
  B. Reporting security violations.
  C. Sharing knowledge.
  D. Taking more than your share of calls.
  Answer: C

  17. What is the best description of an Incident?
  A. An Incident is any call from a customer.
  B. An Incident is a call routed by the ACD.
  C. An Incident is a management statistic.
  D. An Incident causes an interruption to normal service.
  Answer: D

  18. 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 Service Desk.
  C. The customer position in the business.
  D. The level of support provided by the Service Desk.
  Answer: B

  19. Why is it important for you to demonstrate confidence when dealing with others?
  A. Demonstrating confidence establishes credibility with customers.
  B. Demonstrating confidence increases first contact resolution.
  C. Demonstrating confidence maximises talk time.
  D. Demonstrating confidence minimises conflicts with customers.
  Answer: A

  20. What is a best practice for establishing effective relationships with your customers?
  A. Ensure that your customer understands the SLA.
  B. Provide technical language guidance.
  C. Show your customer sympathy.
  D. Understand your customer business.
  Answer: D

  免费下载QQ0-401题库Demo

  Examsoon提供最新的HDI Worldwide认证 QQ0-401题库，其全名为：(SDI-Service Desk Foundation Qualification). 在您决定是否购买之前 可以先下载QQ0-401题库的部分演示. Examsoon是全球唯一提供所有IT认证考试题库demo免费下载的厂商 ，以下为免费QQ0-401模拟测试题的下载链接

  免费的QQ0-401题库PDF下载链接

  HDI QQ0-401学习指南

  HDI Worldwide认证 QQ0-401考试已经证明了它在全世界的广泛性和重要性，因此明白这项认证考试的世界各地的人必须具备与认证考试相关领域所需的技能和知识。HDI认证 QQ0-401学习指南的目的是检查考生的能力和他对概念的意识。很多时候练习测试QQ0-401考试都已经被修改过了，删掉了许多过时的东西，而那些需求是在考试课程。当应用到时候你所学的知识的时候，就会鉴定出你所学到的东西以及对所学知识的应用是多么的恰到好处。HDI认证 QQ0-401是在IT行业的知名品牌，所以如果您通过了这样一个知名公司举行的一次考试，你可以想象你将来的事业会做的多么好。

  想要通过这个考试当然存在很多困难。你所要做的就是准备好充足的勇气和信心，而这些都来源与你平时训练的好坏.建议大家可以去Examsoon这个网站看一下，它的QQ0-401考试是为了测试您在这方面的知识的掌握程度，最好的部分是它可以使你不断更新你所学的知识，不断进步。如果你知道所有的概念和如何使用他们的时候才是你真正掌握了Examsoon的用意。这门考试检查了您的能力和一旦你通过这次考验你将成为最优秀的人才，其他QQ0-401考试的Examsoon结算值得注意的影响就是你的薪水将直线上升这大概也是每个人都希望获得的，所以要找一些好的资源才行。

  Examsoon考题大师QQ0-401试题都是考试原题的完美组合，覆盖率95％以上，答案由多位专业资深讲师原版破解得出，正确率100％，只要您使用Examsoon的考试题库参加QQ0-401考试，保证您一次轻松通过考试；

  售后服务第一！我们相信要想在当今时代取得成功，必须为广大用户提供全套的周到细致的全程优质售后服务，只有客户满意了，才能发展。客户至上是Examsoon考题大师的一贯宗旨；
  
  

  No Comments

Leave a Reply

You must be logged in to post a comment.