IT-Passports.comはHDIのHD0-400認定試験にたいして短期で有効なウェブサイトでHD0-400認定試験に合格するのを保証したり、HDI認証試験に合格しなければ全額で返金いたします。あなたはIT-Passports.comが提供したHD0-400の認証試験の問題集を購入するの前にインターネットで無料な試用版をダウンロードしてください。
長年にわたり、IT-Passports.comはずっとIT認定試験を受験する皆さんに最良かつ最も信頼できる参考資料を提供するために取り組んでいます。IT認定試験の出題範囲に対して、IT-Passports.comは豊富な経験を持っています。また、IT-Passports.comは数え切れない受験生を助け、皆さんの信頼と称賛を得ました。ですから、IT-Passports.comのHD0-400問題集の品質を疑わないでください。これは間違いなくあなたがHD0-400認定試験に合格することを保証できる問題集です。IT-Passports.comは試験に失敗すれば全額返金を保証します。このような保証があれば、IT-Passports.comのHD0-400問題集を購入しようか購入するまいかと躊躇する必要は全くないです。この問題集をミスすればあなたの大きな損失ですよ。
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
適切なトレーニングを選ぶのは成功の保証になれますが、何を選ぶのは非常に重要なことです。IT-Passports.comはとても人気がありますから、それを選ばない理由はないです。もちろん、完璧なトレーニング資料を差し上げましたが、もしあなたに向いていないのなら無用になりますから、IT-Passports.comを利用する前に、一部の問題と解答を無料にダウンロードしてみることができます。そうしたら、完全な試験準備をして、気楽に試験を受かることができるようになります。それも何千何万の受験生がIT-Passports.comを選んだ重要な理由です。IT-Passports.comは一番よい、一番実用的な、一番完全な試験トレーニング資料を提供していますから、受験生たちが試験を準備することに意重要な助けになります。
もう既にHDIのHD0-400認定試験を申し込みましたか。「もうすぐ試験の時間なのに、まだ試験に合格する自信を持っていないですが、どうしたらいいでしょうか。何か試験に合格するショートカットがあるのですか。試験参考書を読み終わる時間も足りないですから・・・」いまこのような気持ちがありますか。そうしても焦らないでくださいよ。試験を目前に控えても、ちゃんと試験に準備するチャンスもあります。何のチャンスですかと聞きたいでしょう。それはIT-Passports.comのHD0-400問題集です。これは効果的な資料で、あなたを短時間で試験に十分に準備させることができます。この問題集の的中率がとても高いですから、問題集に出るすべての問題と回答を覚える限り、HD0-400認定試験に合格することができます。
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 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
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NO.2 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
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NO.3 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
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NO.4 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
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NO.5 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
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NO.6 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
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NO.7 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
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NO.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 requests to speak to a manager.
D. Escalate an incident if the Support Centre is short of staff.
Answer: C
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NO.9 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
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NO.10 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
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NO.11 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
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NO.12 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
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NO.13 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
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NO.14 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
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NO.15 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
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NO.16 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
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NO.17 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
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NO.18 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
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NO.19 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
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NO.20 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
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IT-Passports.comが提供した問題集をショッピングカートに入れて100分の自信で試験に参加して、成功を楽しんで、一回だけHDIのHD0-400試験に合格するのが君は絶対後悔はしません。
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