SD0-401 덤프 SDI 인증

우리 ITExamDump에서는 최고이자 최신의SDI 인증SD0-401덤프자료를 제공 함으로 여러분을 도와SDI 인증SD0-401인증자격증을 쉽게 취득할 수 있게 해드립니다.만약 아직도SDI 인증SD0-401시험패스를 위하여 고군분투하고 있다면 바로 우리 ITExamDump를 선택함으로 여러분의 고민을 날려버릴수 있습니다.

SDI 인증 SD0-401시험이 너무 어려워서 시험 볼 엄두도 나지 않는다구요? ITExamDump 덤프만 공부하신다면 IT인증시험공부고민은 이젠 그만 하셔도 됩니다. ITExamDump에서 제공해드리는SDI 인증 SD0-401시험대비 덤프는 덤프제공사이트에서 가장 최신버전이여서 시험패스는 한방에 갑니다. SDI 인증 SD0-401시험뿐만 아니라 IT인증시험에 관한 모든 시험에 대비한 덤프를 제공해드립니다. 많은 애용 바랍니다.

시험 번호/코드: SD0-401

시험 이름: SDI (Service Desk Foundation Qualification)

요즘같이 시간인즉 금이라는 시대에 시간도 절약하고 빠른 시일 내에 학습할 수 있는 ITExamDump의 덤프를 추천합니다. 귀중한 시간절약은 물론이고 한번에SDI SD0-401인증시험을 패스함으로 여러분의 발전공간을 넓혀줍니다.

만약 아직도SDI SD0-401시험패스를 위하여 고군분투하고 있다면 바로 우리 ITExamDump를 선택함으로 여러분의 고민을 날려버릴 수 잇습니다, 우리 ITExamDump에서는 최고의 최신의 덤프자료를 제공 합으로 여러분을 도와SDI SD0-401인증자격증을 쉽게 취득할 수 있게 해드립니다. 만약SDI SD0-401인증시험으로 한층 업그레이드된 자신을 만나고 싶다면 우리ITExamDump선택을 후회하지 않을 것입니다, 우리ITExamDump과의 만남으로 여러분은 한번에 아주 간편하게SDI SD0-401시험을 패스하실 수 있으며,SDI SD0-401자격증으로 완벽한 스펙을 쌓으실 수 있습니다,

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NO.1 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

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NO.2 Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

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NO.3 What type of question will best encourage a customer to talk more about their Incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B

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NO.4 Which is a common physical symptom of stress?
A. You are more susceptible to colds.
B. You rarely take lunch breaks.
C. You work longer hours.
D. Your colleagues all seem busy.
Answer: A

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NO.5 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

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NO.6 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

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NO.7 What is a benefit of teamwork?
A. Better time management.
B. Higher employee morale.
C. Improved conformity.
D. Increased competition.
Answer: B

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NO.8 What is a best practice for reducing conflict?
A. Agree with the customer.
B. Interject your opinion into the conversation.
C. Let the customer know that you are in charge.
D. Show the customer respect.
Answer: D

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NO.9 What information must be logged for every Incident?
A. A corrected version of the customer description of the Incident.
B. A note aboutthe customer preferred desksidetechnician.
C. Any commitments made to the customer.
D. Your opinion about the customer technical expertise.
Answer: C

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NO.10 What is the best description of your role in supporting customers?
A. Avoid confrontation at all costs.
B. Deliver consistent, high quality support.
C. Escalate calls as appropriate.
D. Minimise talk time.
Answer: B

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NO.11 What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Service Desk standards.
B. Using a standard greeting ensures consistent service.
C. Using a standard greeting makes the customer feel humble.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B

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NO.12 What is a best practice to follow when documenting an Incident?
A. Always take a break before you write anything down.
B. Avoid making negative references about the customer in the documentation.
C. Make sure that others know how the customer treated you by documenting the interaction.
D. Use emoticons to communicate the personality of a customer.
Answer: B

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NO.13 When you have a call that cannot be resolved, what is the last step you will take prior to disengaging
from the customer?
A. Confirm the details provided by the customer.
B. Determine the priority of the Incident.
C. Set the customer expectation for the next contact.
D. Verify the customer eligibility for service.
Answer: C

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NO.14 Your help desk/Service Desk wishes to become a model for best practice, what is one of the main
sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.15 What is a best practice for demonstrating personal accountability in your work.?
A. Blame others for mistakes.
B. Never admit that you made a mistake.
C. Perform your duties in a manner that meets with company policy.
D. Work according to your mood.
Answer: C

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