HDI인증 QQ0-401시험은 IT업종종사분들에게 널리 알려진 유명한 자격증을 취득할수 있는 시험과목입니다. HDI인증 QQ0-401시험은 영어로 출제되는만큼 시험난이도가 많이 높습니다.하지만 ITExamDump의HDI인증 QQ0-401덤프만 있다면 아무리 어려운 시험도 쉬워집니다. 오르지 못할 산도 정복할수 있는게ITExamDump제품의 우점입니다. ITExamDump의HDI인증 QQ0-401덤프로 시험을 패스하여 자격증을 취득하면 정상에 오를수 있습니다.
HDI 인증 QQ0-401시험대비덤프를 찾고 계시다면ITExamDump가 제일 좋은 선택입니다.저희ITExamDump에서는 여라가지 IT자격증시험에 대비하여 모든 과목의 시험대비 자료를 발췌하였습니다. ITExamDump에서 시험대비덤프자료를 구입하시면 시험불합격시 덤프비용환불신청이 가능하고 덤프 1년 무료 업데이트서비스도 가능합니다. ITExamDump를 선택하시면 후회하지 않을것입니다.
ITExamDump의 HDI인증 QQ0-401시험덤프자료는 여러분의 시간,돈 ,정력을 아껴드립니다. 몇개월을 거쳐 시험준비공부를 해야만 패스가능한 시험을ITExamDump의 HDI인증 QQ0-401덤프는 며칠간에도 같은 시험패스 결과를 안겨드릴수 있습니다. HDI인증 QQ0-401시험을 통과하여 자격증을 취득하려면ITExamDump의 HDI인증 QQ0-401덤프로 시험준비공부를 하세요.
ITExamDump 는 여러분의 it전문가 꿈을 이루어드리는 사이트 입다. ITExamDump는 여러분이 우리 자료로 관심 가는 인중시험에 응시하여 안전하게 자격증을 취득할 수 있도록 도와드립니다. 아직도HDI QQ0-401인증시험으로 고민하시고 계십니까?HDI QQ0-401인증시험가이드를 사용하실 생각은 없나요? ITExamDump는 여러분에 편리를 드릴 수 잇습니다. ITExamDump의 자료는 시험대비최고의 덤프로 시험패스는 문제없습니다. ITExamDump의 각종인증시험자료는 모두기출문제와 같은 것으로 덤프보고 시험패스는 문제없습니다. ITExamDump의 퍼펙트한 덤프인 M crosoftQQ0-401인증시험자료의 문제와 답만 열심히 공부하면 여러분은 완전 안전히HDI QQ0-401인증자격증을 취득하실 수 있습니다.
시험 번호/코드: QQ0-401
시험 이름: HDI (SDI-Service Desk Foundation Qualification)
당신이 구입하기 전에 시도
일년동안 무료 업데이트
100% 환불보장약속
100% 합격율 보장
Q&A: 120 문항
업데이트: 2013-10-23
QQ0-401 덤프무료샘플다운로드하기: http://www.itexamdump.com/QQ0-401.html
NO.1 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
HDI QQ0-401 QQ0-401
NO.2 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
HDI QQ0-401 QQ0-401덤프 QQ0-401
NO.3 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
HDI QQ0-401 dumps QQ0-401 QQ0-401 QQ0-401덤프
NO.4 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
HDI최신덤프 QQ0-401 QQ0-401최신덤프 QQ0-401
NO.5 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
HDI자료 QQ0-401 QQ0-401 QQ0-401 QQ0-401기출문제
NO.6 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
HDI덤프 QQ0-401 QQ0-401 QQ0-401인증 QQ0-401
NO.7 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
HDI QQ0-401 QQ0-401 QQ0-401시험문제
NO.8 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
HDI자격증 QQ0-401자료 QQ0-401 QQ0-401 QQ0-401
NO.9 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
HDI dumps QQ0-401 QQ0-401시험문제 QQ0-401 QQ0-401
NO.10 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
HDI dump QQ0-401 QQ0-401덤프
NO.11 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
HDI QQ0-401시험문제 QQ0-401 QQ0-401자격증 QQ0-401 dumps
NO.12 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
HDI QQ0-401 dumps QQ0-401기출문제 QQ0-401 QQ0-401자격증
NO.13 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
HDI pdf QQ0-401 QQ0-401 pdf
NO.14 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
HDI QQ0-401 QQ0-401기출문제 QQ0-401자료 QQ0-401
NO.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
HDI덤프 QQ0-401 QQ0-401 QQ0-401 QQ0-401
NO.16 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
HDI QQ0-401 QQ0-401 QQ0-401시험문제
NO.17 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
HDI pdf QQ0-401기출문제 QQ0-401 QQ0-401 dumps
NO.18 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
HDI QQ0-401최신덤프 QQ0-401 QQ0-401
NO.19 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
HDI QQ0-401 QQ0-401
NO.20 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
HDI QQ0-401덤프 QQ0-401 pdf QQ0-401자료 QQ0-401
ITexamdump의 00M-620덤프의 VCE테스트프로그램과 70-684덤프는 한방에 시험을 패스하도록 도와드립니다. ITexamdump 에서는 최신버전의 1z0-457시험에 대비한 고품질 덤프와 MB2-866시험 최신버전덤프를 제공해드립니다. 최고품질 C_TERP10_65시험자료는 100% 간단하게 시험패스하도록 최선을 다하고 있습니다. IT인증시험패스는 이토록 간단합니다.
댓글 없음:
댓글 쓰기