HD0-100 Online Practice Questions and Answers

Which statement about telephone etiquette is true?

A. Gum chewing is acceptable as long as the customer cannot hear it

B. Eating is okay as long as you obtain the customer's consent

C. "Please hold" is an appropriate way to answer the telephone when you are busy

D. It is customary to pick up the telephone between one to three rings

Which two are typically the fastest methods to send a message to all help desk personnel? (Choose two.)

A. Broadcast messaging

B. Short text messaging

C. Voice mail

D. E-mail

Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)

A. High adherence to policies

B. Low employee turnover

C. High employee morale

D. Low superior-subordinate interaction

In which three situations is escalating a call to management appropriate? (Choose three.)

A. When you have little or no experience with the problem

B. When you have exhausted all your available resources

C. When the customer requests it

D. When the service level agreement (SLA) requires it

What is the primary role of support service?

A. To provide technical resolutions

B. To track problems and bugs

C. To provide the customer with a knowledge-base

D. To provide quality assistance

Which two techniques are important for keeping a customer focused? (Choose two.)

A. Self-help systems

B. Paraphrasing

C. Open questions

D. Closed questions

What are three characteristics of effective inter-departmental relationships? (Choose three.)

A. Support of other departments even when they make a mistake

B. Shared management responsibilities

C. Treatment of others in yourorganisation as if they were your customer

D. Shared information between departments within yourorganisation

Which three are characteristics of a good negotiator? (Choose three.)

A. Presents multiple options

B. Clearly identifies who/what is at fault

C. Develops realistic expectations

D. Focuses on what is needed

What are peripheral devices?

A. Devices that are connected to the computer, but are external in relationship to the processing unit

B. Devices that are connected to the computer and become the processing unit

C. Devices that are connected to the computer, but are neither internal nor external to the processing unit

D. Devices that are connected to the computer and are internal in relationship to the processing unit

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

A. Style

B. Paraphrasing

C. Restating

D. Vocabulary