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HDI QQ0-401 Exam -

Free QQ0-401 Sample Questions:

1. What is the best way of using silent time effectively?
A. Build a rapport with your customer.
B. Check your e-mail.
C. Identify the best time for your break.
D. Write an e-mail to a colleague.
Answer: A

2. What factor is most important in determining the priority of an Incident?
A. The caller connection to the Service Desk.
B. The caller emotional state.
C. The Incident impact on the business.
D. The Incident impact on the Service Desk.
Answer: C

3. Which statement best describes a problem?
A. A problem is an Incident that exceeds SLA requirements.
B. A problem is an Incident that occurs several times.
C. A problem is an Incident that requires multiple resources to resolve.
D. A problem is an Incident with more than one solution.
Answer: B

4. Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B

5. What is the best reason for using proper grammar and spelling when documenting Incidents?
A. Management may read the documentation.
B. Using proper grammar and spelling improves your confidence.
C. You and your team are judged on the quality of your documentation.
D. Your team mates will laugh at you if your spelling is poor.
Answer: C

6. Which statement best characterises an assertive person?
A. An assertive person respects authority.
B. An assertive person respects operating procedures.
C. An assertive person respects status.
D. An assertive person respects the rights of others.
Answer: D

7. Which statement best characterises a friendly and supportive workplace?
A. Management encourages extensive overtime.
B. Team members help each other.
C. Team members work alone.
D. Team members work only their allotted hours.
Answer: B

8. 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: D

9. Which type of customer satisfaction survey is planned and scheduled on a periodic basis?
A. Annual surveys.
B. Ongoing surveys.
C. Onetime surveys.
D. Product surveys.
Answer: A

10. 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

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