HD0-100 Online Practice Questions and Answers

In which four circumstances is it appropriate to use open questions? (Choose three.)

A. When you have exhausted your possibilities

B. When your time is limited

C. When you need to build rapport

D. When you need the customer to elaborate

In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A. You rely on the obvious

B. You use the same tools

C. You are open to learning

D. You offer more options

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

What is a key benefit of a positive work environment?

A. Diversification of skill sets isminimised

B. The need for recognition of individual effort isminimised

C. Rapport among team members is increased

D. Management involvement is separated from individual involvement

Which technique will best optimise talk time?

A. Customer should be prepared to actively listen

B. Analyst adjusts to customer pace and competence level Analyst adjusts to customer?pace and competence level

C. Analyst uses business language

D. Analyst asks clarifying questions

Which topologies are used to provide interconnectivity between networks?

A. RS-232, Analogue, and Voice

B. T-1s, ISDN, and Mainframe

C. Ethernet,Fibre Optic, and Token Ring

D. TCP/IP, UNIX, and IPX/SPX

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

A. Reset the customer expectation for low severity problemsReset the customer? expectation for low severity problems

B. Refer the customer to the service level agreement (SLA)

C. Assess the technical and business issues and negotiate until you and the customer agree

D. Record the problem as a low severity

Which two are effective techniques for dealing with stress? (Choose two.)

A. Exercise and observe good nutrition practices

B. Set realistic goals/objectives

C. Use high energy drinks, e.g., coffee, caffeine drinks to keep energy levels up

D. Take long breaks

Which two actions reflect a supportive help desk environment? (Choose two.)

A. Analysts attend Help Desk meetings

B. Analysts work through lunch

C. Analysts take part in the decision-making process

D. Analysts work with specific customer issues

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?