最新のHD0-100問題集で試験を準備する

HDI HD0-100 試験概要:

HDI HD0-100 試験シラバストピック:

HDI Help Desk Analyst (HDA) 認定 HD0-100 試験問題：

1. In which two instances is it appropriate to use the customers first name? (choose two)

A) During the initial interaction with the customer
B) When you have established a good rapport with the customer
C) During informal communication
D) When the customer becomes irate

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) Customers will receive the same level of professionalism
B) The close of a telephone call is as important as the greeting
C) It is an effective way to handle difficult customers
D) It is important to put the customer at ease

3. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Vocabulary
C) Style
D) Restating

4. What should you do to assess A customer level of knowledge?

A) Provide more detailed explanations
B) Assume the customer has a basic level of knowledge
C) Ask open questions
D) Ask closed questions

5. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) Notify you manager of the situation
B) Instruct another analyst to conduct follow-up
C) Wait and see if the customer calls back
D) E-mail an apology to the customer

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