IT-Passports.comは受験者に向かって試験について問題を解決する受験資源を提供するサービスのサイトで、さまざまな受験生によって別のトレーニングコースを提供いたします。受験者はIT-Passports.comを通って順調に試験に合格する人がとても多くなのでIT-Passports.comがIT業界の中で高い名声を得ました。
ただ一つの試験の準備をするだけで時間をたくさん無駄にすることをやめてください。はやくIT-Passports.comのHD0-400問題集を入手しましょう。この問題集を持っていたら、どうやって効率的に試験の準備をすべきなのかをよく知るようになります。このHD0-400問題集はあなたを楽に試験に合格させる素晴らしいツールですから、この成功できチャンスを見逃せば絶対後悔になりますから、尻込みしないで急いで行動しましょう。
HD0-400認定試験の資格を取得するのは容易ではないことは、すべてのIT職員がよくわかっています。しかし、HD0-400認定試験を受けて資格を得ることは自分の技能を高めてよりよく自分の価値を証明する良い方法ですから、選択しなければならならないです。ところで、受験生の皆さんを簡単にIT認定試験に合格させられる方法がないですか。もちろんありますよ。IT-Passports.comの問題集を利用することは正にその最良の方法です。IT-Passports.comはあなたが必要とするすべてのHD0-400参考資料を持っていますから、きっとあなたのニーズを満たすことができます。IT-Passports.comのウェブサイトに行ってもっとたくさんの情報をブラウズして、あなたがほしい試験HD0-400参考書を見つけてください。
試験番号：HD0-400問題集
試験科目：HDI 「HDI Qualified Customer Support Specialist」
問題と解答：全120問
IT-Passports.comはIT試験問題集を提供するウエブダイトで、ここによく分かります。最もよくて最新で資料を提供いたします。こうして、君は安心で試験の準備を行ってください。弊社の資料を使って、１００％に合格を保証いたします。もし合格しないと、われは全額で返金いたします。IT-Passports.comはずっと君のために最も正確なHDIのHD0-400試験に関する資料を提供して、君が安心に選択することができます。君はオンラインで無料な練習問題をダウンロードできて、１００％で試験に合格しましょう。
IT-Passports.comにIT業界のエリートのグループがあって、彼達は自分の経験と専門知識を使ってHDI HD0-400認証試験に参加する方に対して問題集を研究続けています。
今の競争の激しいIT業界ではHDIのHD0-400試験にパスした方はメリットがおおくなります。給料もほかの人と比べて高くて仕事の内容も豊富です。でも、この試験はそれほど簡単ではありません。
購入前にお試し,私たちの試験の質問と回答のいずれかの無料サンプルをダウンロード：http://www.it-passports.com/HD0-400.html
NO.1 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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C
HDI認定試験 HD0-400 HD0-400 HD0-400
NO.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
HDI HD0-400 HD0-400参考書 HD0-400
NO.3 Which is a best practice for dealing with stress?
A. Drink more water.
B. Ignore the stress.
C. Take short naps when you can.
D. Talk to someone about your concerns.
Answer: D
HDI HD0-400問題集 HD0-400認定証 HD0-400 HD0-400
NO.4 Certkiller .com 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
HDI HD0-400認定資格 HD0-400
NO.5 What behaviour should be avoided when talking with Certkiller .com on the telephone?
A. Addressing the customer by name.
B. Asking the customer technical questions.
C. Telling the customer to hold.
D. Using terms of endearment.
Answer: D
HDI HD0-400認定試験 HD0-400
NO.6 What is the best reason for using paraphrasing?
A. Using paraphrasing gives the customer a chance to tell you if you have understood
them.
B. Using paraphrasing increases the customer knowledge of technical terminology.
C. Use paraphrasing to repeat the customer words back to them.
D. Use paraphrasing to tell the customer what they should have done.
Answer: A
HDI認定証 HD0-400認証試験 HD0-400認定試験 HD0-400認定資格 HD0-400認定資格
NO.7 Your help desk/support centre wishes to become a model for best practice, what is one of
the main sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C
HDI認定試験 HD0-400 HD0-400
NO.8 Which statement best describes your role in the incident management process?
A. Conduct customer satisfaction surveys for each incident.
B. Escalate all incidents to other groups.
C. Log and document all incidents.
D. Resolve each incident to the customer satisfaction.
Answer: C
HDI HD0-400 HD0-400過去問 HD0-400認定試験
NO.9 Which statement best describes a problem?
A. A problem is a group of incidents that recur occasionally.
B. A problem is a group of incidents with different symptoms.
C. A problem is a significant incident with an unknown cause.
D. A problem is a single incident with a known solution.
Answer: C
HDI参考書 HD0-400問題集 HD0-400認定資格 HD0-400
NO.10 Which statement best describes a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working to accomplish the same goals.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.
Answer: B
HDI HD0-400 HD0-400 HD0-400練習問題 HD0-400
NO.11 Which statement best describes the concept of teamwork?
A. Teamwork involves competing with others to prove you are the best.
B. Teamwork involves having all team members participate.
C. Teamwork involves keeping ideas to yourself in case they do not work.
D. Teamwork involves working separately to achieve personal goals.
Answer: B
HDI問題集 HD0-400 HD0-400 HD0-400
NO.12 What is a best practice for negotiating with Certkiller .com?
A. Look at the problem from the customer perspective.
B. Only provide a service that is included in the SLA.
C. Strictly follow the Support Centre policies.
D. Transfer the customer to your supervisor if they disagree with you.
Answer: A
HDI練習問題 HD0-400 HD0-400認定資格 HD0-400認定資格 HD0-400認定試験 HD0-400
NO.13 What is a best practice for dealing with an abusive customer?
A. Ignore the customer language.
B. Maintain your professionalism.
C. Show empathy and sympathy.
D. Use your active listening skills.
Answer: B
HDI HD0-400練習問題 HD0-400 HD0-400 HD0-400
NO.14 What is the most important reason for maintaining legal compliance in the Support
Centre?
A. Maintaining legal compliance prevents employees from downloading music.
B. Maintaining legal compliance prevents unauthorised internet usage.
C. Maintaining legal compliance protects identity information.
D. Maintaining legal compliance protects your personal rights.
Answer: C
HDI問題集 HD0-400 HD0-400問題集
NO.15 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
HDI認証試験 HD0-400 HD0-400 HD0-400認証試験 HD0-400過去問
NO.16 What is the best description of your role in supporting customers?
A. Ensure that the customer complies with the SLA.
B. Manage the customer expectations.
C. Pass all customer inquiries to level 2 support.
D. Resolve all customer incidents without escalation.
Answer: B
HDI過去問 HD0-400 HD0-400練習問題 HD0-400認定試験 HD0-400 HD0-400
NO.17 What is a best practice for call management?
A. Listen to the customer description of the incident.
B. Provide the customer with details of the SLA.
C. Ask the customer for a written communication.
D. Use the CRM system to guide the call.
Answer: A
HDI HD0-400 HD0-400認定試験 HD0-400認証試験 HD0-400認定試験
NO.18 How can active listening help you?
A. Active listening helps to build a wider knowledge base for the organisation.
B. Active listening improves overall performance against SLAs.
C. Active listening increases the customer level of satisfaction.
D. Active listening reduces the need for you to talk all day.
Answer: C
HDI練習問題 HD0-400参考書 HD0-400参考書 HD0-400認定試験 HD0-400練習問題
NO.19 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 Support Centre.
C. The customer position in the business.
D. The level of support provided by the Support Centre.
Answer: B
HDI HD0-400参考書 HD0-400認定証 HD0-400
NO.20 What is the most important reason why Support Centres monitor incidents?
A. Incident monitoring is done by all good Support Centres.
B. Incident monitoring is an ITIL best practice.
C. Incident monitoring is the Support Centre primary function.
D. Incident monitoring results in improved quality of services.
Answer: D
HDI HD0-400練習問題 HD0-400認定証 HD0-400認定試験
一つの試験だけでは多くの時間を無駄にする必要がありません。HD0-400認定試験が大変難しいと感じて、多くの時間を取らなければならないとしたら、ツールとしてIT-Passports.comのHD0-400問題集を利用したほうがいいです。この問題集はあなたに時間を節約させることができますから。もっと重要なのは、この問題集はあなたが試験に合格することを保証できますから。この問題集よりもっと良いツールは何一つありません。試験の準備をするのにたくさんの時間を無駄にするより、そんな時間を利用してもっと有意義なことをしたほうがいいです。ですから、はやくIT-Passports.comのサイトに行ってもっと多くの情報を読みましょう。この素晴らしきチャンスを逃したらきっと後悔しますよ。
没有评论:
发表评论