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SD0-401 - Service Desk Foundation Qualification - Dump Information
Vendor | : | SDI |
Exam Code | : | SD0-401 |
Exam Name | : | Service Desk Foundation Qualification |
Questions and Answers | : | 118 Q & A |
Updated On | : | December 27, 2017 |
PDF Download Mirror | : | SD0-401 Brain Dump |
Get Full Version | : | Pass4sure SD0-401 Full Version |
Free Pass4sure SD0-401 question bank
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QUESTION: 110
Which action best illustrates excellent customer service?
- Actively listen to customers when they talk to you.
- Feel sorry for your customers if they are troubled.
- Let customers know your personal accomplishments.
- Listen to colleagues when customers talk to you.
Answer: A
QUESTION: 111
What is the best reason for using a standard greeting when answering telephone calls?
- Using a standard greeting follows documented procedures.
- Using a standard greeting is part of an Incident management process.
- Using a standard greeting saves time.
- Using a standard greeting sets the expectation for the call.
Answer: D
QUESTION: 112
What is the primary purpose of an operational level agreement?
- An OLA addresses topics that are not covered by the SLA.
- An OLA contains the operational data used for calls.
- An OLA provides access to vendors for support.
- An OLA supports the SLA and is between two internal support teams.
Answer: D
QUESTION: 113
What is a best practice when closing an Incident?
- Chat with the customer to build a rapport.
- Offer to mail the customer a user manual.
- Send the customer written confirmation of the Incident closure.
- Tell the customer to call again to ask additional questions.
Answer: C
QUESTION: 114
Which is one of the elements of call differentiating?
- The customer is always right and should always get their own way.
- The customer technical needs must be addressed first and foremost to ensure satisfaction.
- Unresolved psychological issues have a negative effect on problem solving.
- Your customer may be king, but you are the technical wizard.
Answer: C
QUESTION: 115
What is a best practice for effectively managing your time?
- Complete your favourite jobs first.
- Set your clock a half an hour ahead.
- Work longer hours.
- Write down all the tasks you need to accomplish.
Answer: D
QUESTION: 116
What is one of the differences between open and closed questions?
- Closed questions are used to receive short responses, and open questions to encourage conversation.
- Closed questions seek elaboration, and open questions seek confirmation.
- Open questions are scripted, and closed questions are made up on the spot.
- There is no difference between open and closed questions.
Answer: A
QUESTION: 117
What is the best reason for using paraphrasing?
- Using paraphrasing gives the customer a chance to tell you if you have understood them.
- Using paraphrasing increases the customer knowledge of technical terminology.
- Use paraphrasing to repeat the customer words back to them.
- Use paraphrasing to tell the customer what they should have done.
Answer: A
QUESTION: 118
What is the best description of your role in supporting customers?
- Avoid confrontation at all costs.
- Deliver consistent, high quality support.
- Escalate calls as appropriate.
- Minimise talk time.
Answer: B
SDI SD0-401 Exam (Service Desk Foundation Qualification) Detailed Information
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