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Exam : HDI Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification


1. 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

2. 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

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

4. 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

5. 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

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