The latest QQ0-401 practice exam
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Latest QQ0-401 exam dumps
Exam Number/Code: QQ0-401
Questions and Answers:120 Q&As
Updated: 2009-09-24
Register for Exam: Prometric/Pearson VUE
Exam Name:SDI-Service Desk Foundation Qualification
QQ0-401 dumps Description
Credit Toward CertificationWhen you pass Exam QQ0-401: SDI-Service Desk Foundation Qualification, you complete the requirements for the following certification(s):
HDI Certified Technical Specialist: SDI-Service Desk Foundation Qualification Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of HDI. HDI exams might include adaptive testing technology and simulation items. HDI does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format.
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Exam : HDI Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification
1. 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
2. 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
3. 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
4. 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
5. 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
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