HD0-100問題集、HDI実際の試験問題

質問 1

Which two characterize a successful negotiator? (Choose two.)

A. Presents a plan of how to get the solution

B. Focuses on the best solution

C. Steps to the customers side for understanding

D. Viewed as a problem solver

正解: A,D

質問 2

A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A. Transfer the call to a more experienced analyst

B. Repeat back to the customer what you thought you heard

C. Ask the customer to repeat the problem back to you

D. Begin troubleshooting

正解: B

質問 3

Which two are effective techniques for dealing with stress? (Choose two.)

A. Set realistic goals/objectives

B. Take long breaks

C. Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up

D. Exercise and observe good nutrition practices

正解: A,D

質問 4

Which two facts about customer satisfaction are true? (choose two)

A. It is more costly to retain A customer than acquire a new one

B. Customers from opinions about organizations based on contact with a small portion of that organization

C. More customers are lost to poor service than poor product

D. More customer contacts can be made over the phone than in person

正解: C,D

質問 5

What is a key principle of negotiation with customers?

A. Focus on the individual rather than on the resolution.

B. Stick to the facts and ignore the customer's emotions

C. Determine the customer's underlying need and seek a mutually beneficial solution.

D. Seek a solution that aligns with support center policies and processes.

正解: C

質問 6

Which statement best describes logical problem solving?

A. Finding a workaround in the shortest possible time

B. Applying a project management approach

C. Organizing a problem into a series of rational, orderly steps

D. A reactive process

正解: C

質問 7

A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer. Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)

A. Ask the customer if he is the only one who can print to this server

B. Ask the customer if he has experienced any problems recently with any other applications

C. Ask the customer if a start button or disk icon appears on the screen

D. Guide the customer through checking the printer connection and making sure the power is turned on Not C: It is the first time the customer is using the application.

正解: A,C,D

質問 8

During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A. Ask the customer where he resides

B. Ask the customer if he is married

C. Explain how the help desk benefits the customer

D. Explain to the customer what you just did

正解: D

質問 9

You are new to help desk and are asked a question you cannot answer. Which two actions should you take? (Choose two.)

A. Escalate the problem

B. Ask a peer

C. Suggest that the customer ask a peer

D. Use reference documentation

正解: A,B

質問 10

What is a key benefit of establishing effective inter-departmental relationship?

A. Management involvement is separate from individual involvement

B. Diversity of skill sets is minimized

C. Recognition of individual department efforts is not required

D. Rapport among organization members is established

正解: C

HDI Help Desk Analyst (HDA) - HD0-100 模擬練習