HDIのHD0-400の認定試験は当面いろいろな認証試験で最も価値がある試験の一つです。最近の数十年間で、コンピュータ科学の教育は世界各地の数多くの注目を得られています。HDIのHD0-400の認定試験はIT情報技術領域の欠くことができない一部ですから、IT領域の人々はこの試験認証に合格することを通じて自分自身の知識を増加して、他の分野で突破します。JPexamのHDIのHD0-400認定試験の問題と解答はそういう人たちのニーズを答えるために研究した成果です。この試験に合格することがたやすいことではないですから、適切なショートカットを選択するのは成功することの必要です。JPexamはあなたの成功を助けるために存在しているのですから、JPexamを選ぶということは成功を選ぶのことと等しいです。JPexamが提供した問題と解答はIT領域のエリートたちが研究と実践を通じて開発されて、十年間過ぎのIT認証経験を持っています。
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試験番号：HD0-400問題集
試験科目：HDI Qualified Customer Support Specialist
最近更新時間：2014-01-23
問題と解答：全120問
100％の返金保証。1年間の無料アップデート。
現在のネットワークの全盛期で、HDIのHD0-400の認証試験を準備するのにいろいろな方法があります。JPexamが提供した最も依頼できるトレーニングの問題と解答はあなたが気楽にHDIのHD0-400の認証試験を受かることに助けを差し上げます。JPexamにHDIのHD0-400の試験に関する問題はいくつかの種類がありますから、すべてのIT認証試験の要求を満たすことができます。
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.jpexam.com/HD0-400_exam.html
NO.1 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問題集 HD0-400練習問題 HD0-400 HD0-400認定証
NO.2 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 HD0-400参考書 HD0-400認定資格 HD0-400 HD0-400
NO.3 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
NO.4 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 HD0-400 HD0-400 HD0-400認定資格
NO.5 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 HD0-400 HD0-400参考書 HD0-400認定試験 HD0-400
NO.6 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 HD0-400 HD0-400認証試験 HD0-400認証試験 HD0-400過去問
NO.7 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参考書 HD0-400 HD0-400練習問題 HD0-400認定資格
NO.8 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認定資格 HD0-400 HD0-400認証試験 HD0-400
NO.9 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認証試験 HD0-400認証試験 HD0-400参考書 HD0-400
NO.10 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認定試験 HD0-400 HD0-400過去問 HD0-400 HD0-400認証試験
NO.11 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認証試験 HD0-400 HD0-400認定試験
NO.12 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参考書 HD0-400 HD0-400認定証
NO.13 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問題集 HD0-400 HD0-400 HD0-400認証試験
NO.14 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認定証 HD0-400 HD0-400
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 HD0-400参考書 HD0-400 HD0-400認定資格 HD0-400認定資格
NO.16 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認定資格 HD0-400 HD0-400 HD0-400 HD0-400
NO.17 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 HD0-400 HD0-400
NO.18 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 HD0-400
NO.19 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認定試験 HD0-400問題集
NO.20 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 HD0-400
JPexamは最新の000-474問題集と高品質の78-702問題と回答を提供します。JPexamの642-384 VCEテストエンジンとE20-553試験ガイドはあなたが一回で試験に合格するのを助けることができます。高品質のCV0-001 PDFトレーニング教材は、あなたがより迅速かつ簡単に試験に合格することを100％保証します。試験に合格して認証資格を取るのはそのような簡単なことです。
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