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HD0-400 Sample Questions Answers

Questions 4

Which of the following is most likely to be a barrier to communication?

Options:

A.

The customer position in the business.

B.

The customer ability to use self-help systems.

C.

The customer previous experience with the Support Centre.

D.

The level of support provided by the Support Centre.

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Questions 5

Which statement best describes the concept of providing consistent service?

Options:

A.

Priorities are assigned based on the customer abilities.

B.

Priorities are assigned based on the Support Centre call volume.

C.

Priorities are assigned based on the customer wishes.

D.

Priorities are assigned based on the service level agreement.

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Questions 6

What is the best reason for using a standard greeting when answering telephone calls?

Options:

A.

Using a standard greeting is part of an incident management process.

B.

Using a standard greeting saves time.

C.

Using a standard greeting follows documented procedures.

D.

Using a standard greeting sets the expectation for the call.

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Questions 7

What is the best description of process management?

Options:

A.

Process management is accomplishing tasks that we can test, report, and improve upon.

B.

Process management is a formal concept that we work with.

C.

Process management is a set of rules that can never be bent or broken.

D.

Process management is red tape that prevents creativity.

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Questions 8

Which metric is used to measure the average amount of time that a customer waits before a call is answered?

Options:

A.

Average speed to answer.

B.

First contact resolution.

C.

Availability.

D.

Abandon before answer.

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Questions 9

What is a best practice for helping a customer who feels inconvenienced?

Options:

A.

Escalate the call to your supervisor.

B.

Apologise for any poor service the customer received.

C.

Allocate the blame appropriately.

D.

Pass the call to a technical specialist.

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Questions 10

What is the best description of your role in supporting customers?

Options:

A.

Resolve all customer incidents without escalation.

B.

Pass all customer inquiries to level 2 support.

C.

Ensure that the customer complies with the SLA.

D.

Manage the customer expectations.

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Questions 11

When is it most appropriate to escalate an incident to a manager?

Options:

A.

Escalate an incident if the customer requests to speak to a manager.

B.

Escalate an incident if the customer begins to complain.

C.

Escalate an incident if the Support Centre is short of staff.

D.

Escalate an incident the customer is emotional.

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Questions 12

Which statement best describes a problem?

Options:

A.

A problem is a significant incident with an unknown cause.

B.

A problem is a group of incidents that recur occasionally.

C.

A problem is a group of incidents with different symptoms.

D.

A problem is a single incident with a known solution.

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Questions 13

Which comment will best acknowledge your customer emotions?

Options:

A.

I appreciate how critical this problem is for you right now.

B.

You have all of my sympathy right now.

C.

Have you ever used this system before?

D.

I know youe angry, but that won help the situation.

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Questions 14

Which action best illustrates a positive service attitude?

Options:

A.

Answer every call on the first ring.

B.

Humour customers when they need to vent.

C.

Call customers back to ensure satisfaction.

D.

Focus your attention on the customer.

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Questions 15

What is a best practice when helping a customer whose native language is different to yours?

Options:

A.

Pause to allow time for understanding

B.

Avoid asking the customer for clarification.

C.

Avoid using remote control.

D.

Take regular breaks during the call.

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Questions 16

Why is it important for you to demonstrate confidence when dealing with others?

Options:

A.

Demonstrating confidence maximises talk time.

B.

Demonstrating confidence increases first contact resolution.

C.

Demonstrating confidence minimises conflicts with customers.

D.

Demonstrating confidence establishes credibility with customers.

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Questions 17

What is a best practice to follow when documenting an incident?

Options:

A.

Avoid making negative references about the customer in the documentation.

B.

Make sure that others know how the customer treated you by documenting the interaction.

C.

Always take a break before you write anything down.

D.

Use emoticons to communicate the personality of a customer.

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Questions 18

What is a best practice to follow when writing an e-mail?

Options:

A.

Write long explanations of processes.

B.

Use abbreviations to speed up the writing process.

C.

Review the e-mail before you send it.

D.

Include emoticons to be friendly.

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Questions 19

What is the best reason for maintaining confidentiality in the workplace?

Options:

A.

Maintaining confidentiality in the workplace shields your manager from blame.

B.

Maintaining confidentiality in the workplace protects customers from embarrassment.

C.

Maintaining confidentiality in the workplace prevent others knowing your skill level.

D.

Maintaining confidentiality in the workplace helps meet Support Centre targets.

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Questions 20

What is a best practice to use to disengage from a customer?

Options:

A.

Tell the customer the office is closing and you will call them tomorrow.

B.

Tell the customer your queue is backing up.

C.

Use closed questions.

D.

Transfer the call to your supervisor.

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Questions 21

Which best describes your responsibility in supporting customers?

Options:

A.

Work to achieve priorities set by customers.

B.

Decide which calls are correctly processed by level 2 support.

C.

Ensure that analysts close all calls.

D.

Screen calls that are received by the Support Centre.

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Questions 22

What is the best way of using silent time effectively?

Options:

A.

Identify the best time for your break.

B.

Build a rapport with your customer.

C.

Check your e-mail.

D.

Write an e-mail to a colleague.

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Questions 23

What is the best way of using silent time effectively?

Options:

A.

Build a rapport with your customer.

B.

Identify the best time for your break.

C.

Write an e-mail to a colleague.

D.

Check your e-mail.

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Questions 24

What is a best practice if your Support Centre does not have the technical knowledge required to resolve an incident?

Options:

A.

Log the call and tell the customer you will call back.

B.

Log as much of the call as you understand.

C.

Log the call and escalate the incident to a technical specialist.

D.

Log the call and tell a colleague about the incident.

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Questions 25

What is a common metric used to measure Support Centre performance?

Options:

A.

Abandon before answer (ABA)

B.

Average time to respond (ATR)

C.

Incident quality score (IQS)

D.

Total faxes received (TFR)

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Questions 26

What is a best practice for effective cross-cultural communication?

Options:

A.

Use proper language expressions.

B.

Increase the pace of the call.

C.

Repeat everything that the customer says.

D.

Ask open questions.

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Questions 27

Which is a characteristic of a successful team?

Options:

A.

No goals are established, they are not needed.

B.

Processes are used effectively to maintain service quality.

C.

Incentives are not provided.

D.

There is little communication outside the team.

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Questions 28

What is the best reason for providing status updates to your customers?

Options:

A.

Providing status updates demonstrates sympathy for the customer.

B.

Providing status updates is required by the SLA.

C.

Providing status updates ensures that you control the call.

D.

Providing status updates reduces the number of inbound calls.

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Questions 29

Which action best illustrates excellent customer service?

Options:

A.

Listen to colleagues when customers talk to you.

B.

Let customers know your personal accomplishments.

C.

Actively listen to customers when they talk to you.

D.

Feel sorry for your customers if they are troubled.

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Questions 30

What is the best reason for using a standard greeting when answering telephone calls?

Options:

A.

Using a standard greeting complies with Support Centre standards.

B.

Using a standard greeting makes the customer feel humble.

C.

Using a standard greeting ensures consistent service.

D.

Using a standard greeting prevents individuals developing their own greetings.

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Questions 31

What is the most likely sign that a conflict is developing?

Options:

A.

The conversation with the customer is unfocused.

B.

The customer asks multiple questions.

C.

The customer changes their tone of voice.

D.

The customer empathises with you.

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Questions 32

Which action best illustrates responsible team behaviour?

Options:

A.

Sharing knowledge.

B.

Logging every call.

C.

Reporting security violations.

D.

Taking more than your share of calls.

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Questions 33

What is a best practice for dealing with an angry customer?

Options:

A.

Do not interrupt the customer.

B.

Hang up at once.

C.

Ask the customer to send you an e-mail.

D.

Defend your position.

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Questions 34

Which statement best describes unsuccessful teams?

Options:

A.

Unsuccessful teams have sufficient time to perform tasks.

B.

Unsuccessful teams contain unmotivated team members.

C.

Unsuccessful teams set clear goals.

D.

Unsuccessful teams are proactive.

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Questions 35

Which of the following best describes your sales and marketing role within the Support Centre?

Options:

A.

Refer any business opportunities to the marketing department.

B.

Stop trying to resolve the problem and concentrate on increasing the business.

C.

Recognise opportunities to increase business and know what to do with them.

D.

Log the opportunity so that it can be followed up on at a later date.

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Questions 36

What is the most important reason for using customer satisfaction surveys?

Options:

A.

Customer satisfaction surveys provide an accurate set of management reports on SLA performance.

B.

Customer satisfaction surveys help to determine if customer service expectations are being met.

C.

Customer satisfaction surveys provide information that can be used to assess blame for problems.

D.

Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.

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Exam Code: HD0-400
Exam Name: HDI Qualified Customer Support Specialist
Last Update: Oct 7, 2024
Questions: 120
$56  $159.99
$42  $119.99
$35  $99.99
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