HD0-100 Online Practice Questions and Answers

Which metric indicates how long a customer has to wait before talking to an analyst?

A. Average talk time

B. Average call time

C. Average speed of answer

D. Average capture time

Which three customer resources, if accessible on a company intranet, directly decrease call volume? (Choose three.)

A. Corporate home pages

B. Work/problem ticket request pages

C. Frequently asked questions (FAQs)

D. Knowledge databases

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 a start button or disk icon appears on the screen

B. Ask the customer if he is the only one who can print to this printer

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

D. Guide the customer through checking the printer connection and making sure the power is turned on

In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A. Be confident

B. Be enthusiastic, but natural

C. Be efficient

D. Be talkative

E. Be agreeable to all customer opinions

Which three approaches help create a positive business reputation? (Choose three.)

A. When you hear complaints about yourorganisation, change the subject

B. See what you can do to assist any co-worker who is unhappy or experiencing problems

C. Have a good attitude and never speak negatively about yourorganisation

D. Try to have a positive and memorable effect on every person you communicate with each day

Companies typically restrict access to which three types of data? (Choose three.)

A. Office location

B. Personnel records

C. Proprietary information

D. Payroll information

Which approach is preferable when responding to a customer?

A. Use industry terminology to educate the customer

B. Use vocabulary to match the customer's level of knowledge

C. Use acronyms that are commonly used in the industry

D. Use the simplest terminology that is understood by all levels of knowledge

Which two statements describe active listening? (Choose two.)

A. Interrupt the caller to clarify statements

B. Eliminate internal biases and negative thoughts

C. Listen for ideas and images, not just words

D. Place the caller on hold to take notes

What is a key benefit of using a web site for reference?

A. It provides searchable topic fields

B. It provides private access

C. It is computer-based

D. It is printable

Which question allows you to determine whether or not your customer is logged on to the network?

A. What is your login ID?

B. Are you logged on to the network?

C. Can you access e-mail?

D. Which drives are displayed on your computer?