2013年9月30日星期一

HDI certification QQ0-401 exam targeted exercises

The quality of ITCertKing product is very good and also have the fastest update rate. If you purchase the training materials we provide, you can pass HDI certification QQ0-401 exam successfully.

ITCertKing's HDI QQ0-401 exam training materials allows candidates to learn in the case of mock examinations. You can control the kinds of questions and some of the problems and the time of each test. In the site of ITCertKing, you can prepare for the exam without stress and anxiety. At the same time, you also can avoid some common mistakes. So you will gain confidence and be able to repeat your experience in the actual test to help you to pass the exam successfully.

Although there are other online HDI QQ0-401 exam training resources on the market, but the ITCertKing's HDI QQ0-401 exam training materials are the best. Because we will be updated regularly, and it's sure that we can always provide accurate HDI QQ0-401 exam training materials to you. In addition, ITCertKing's HDI QQ0-401 exam training materials provide a year of free updates, so that you will always get the latest HDI QQ0-401 exam training materials.

Exam Code: QQ0-401
Exam Name: HDI (SDI-Service Desk Foundation Qualification)
One year free update, No help, Full refund!
Total Q&A: 120 Questions and Answers
Last Update: 2013-09-30

ITCertKing is an excellent source of information on IT Certifications. In the ITCertKing, you can find study skills and learning materials for your exam. ITCertKing's HDI QQ0-401 training materials are studied by the experienced IT experts. It has a strong accuracy and logic. To encounter ITCertKing, you will encounter the best training materials. You can rest assured that using our HDI QQ0-401 exam training materials. With it, you have done fully prepared to meet this exam.

Since HDI QQ0-401 certification is so popular and our ITCertKing can not only do our best to help you pass the exam, but also will provide you with one year free update service, so to choose ITCertKing to help you achieve your dream. For tomorrow's success, is right to choose ITCertKing. Selecting ITCertKing, you will be an IT talent.

QQ0-401 Free Demo Download: http://www.itcertking.com/QQ0-401_exam.html

NO.1 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 certification training   QQ0-401   QQ0-401 answers real questions   QQ0-401   QQ0-401 questions

NO.2 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   QQ0-401   QQ0-401   QQ0-401

NO.3 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 questions   QQ0-401   QQ0-401 certification   QQ0-401

NO.4 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   QQ0-401

NO.5 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

HDI exam   QQ0-401   QQ0-401   QQ0-401

NO.6 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 questions   QQ0-401   QQ0-401 test answers   QQ0-401 answers real questions   QQ0-401 test answers

NO.7 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 exam   QQ0-401 test answers

NO.8 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   QQ0-401 exam prep   QQ0-401 certification   QQ0-401   QQ0-401

NO.9 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

HDI   QQ0-401 original questions   QQ0-401 test answers   QQ0-401   QQ0-401

NO.10 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 test   QQ0-401 test   QQ0-401   QQ0-401   QQ0-401   QQ0-401 certification training

NO.11 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

HDI   QQ0-401   QQ0-401   QQ0-401 braindump

NO.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

HDI demo   QQ0-401   QQ0-401   QQ0-401

NO.13 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 test questions   QQ0-401   QQ0-401   QQ0-401   QQ0-401

NO.14 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 exam simulations   QQ0-401 braindump   QQ0-401 braindump   QQ0-401

NO.15 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   QQ0-401

NO.16 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 exam dumps   QQ0-401   QQ0-401 answers real questions   QQ0-401   QQ0-401   QQ0-401 study guide

NO.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

HDI certification training   QQ0-401 exam simulations   QQ0-401 pdf   QQ0-401 exam   QQ0-401   QQ0-401 braindump

NO.18 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 exam prep   QQ0-401   QQ0-401   QQ0-401 dumps   QQ0-401

NO.19 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

HDI   QQ0-401   QQ0-401 braindump   QQ0-401

NO.20 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

HDI study guide   QQ0-401 demo   QQ0-401 test questions   QQ0-401   QQ0-401

ITCertKing offer the latest 00M-617 exam material and high-quality 000-156 pdf questions & answers. Our BAS-013 VCE testing engine and 000-124 study guide can help you pass the real exam. High-quality 1Y0-A28 dumps training materials can 100% guarantee you pass the exam faster and easier. Pass the exam to obtain certification is so simple.

Article Link: http://www.itcertking.com/QQ0-401_exam.html

没有评论:

发表评论