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HDI HD0-400 HDI Qualified Customer Support Specialist Exam Practice Test

Demo: 18 questions
Total 120 questions

HDI Qualified Customer Support Specialist Questions and Answers

Question 1

What is the most important reason for using customer satisfaction surveys?

Options:

A.

Customer satisfaction surveys are required by the service level agreement.

B.

Customer satisfaction surveys identify whether customer expectations are being met.

C.

Customer satisfaction surveys are a useful source for marketing statistics.

D.

Customer satisfaction surveys provide management with data required to create a schedule for the Support Centre.

Question 2

What is the best reason for matching the customer communication style?

Options:

A.

Your customer will understand you more easily if you match their communication style.

B.

Your customer will be quiet and listen better if you match their communication style.

C.

You are able to educate the customer in the proper use of terminology if you match their communication style.

D.

You will never get the customer off the phone if you don match their communication style.

Question 3

Which of the following best describes your sales and marketing role within the Support Centre?

Options:

A.

Refer any business opportunities to the marketing department.

B.

Stop trying to resolve the problem and concentrate on increasing the business.

C.

Recognise opportunities to increase business and know what to do with them.

D.

Log the opportunity so that it can be followed up on at a later date.

Question 4

Some of your customers speak different languages to your own. What is a best practice for communicating effectively when helping these customers?

Options:

A.

Set up a video link so you can gesture.

B.

Speak louder and slower for clarification.

C.

Use slang to put the customer at ease.

D.

Moderate the pace of the call.

Question 5

Which is a characteristic of a successful team?

Options:

A.

No goals are established, they are not needed.

B.

Processes are used effectively to maintain service quality.

C.

Incentives are not provided.

D.

There is little communication outside the team.

Question 6

What is the best reason for using paraphrasing?

Options:

A.

Using paraphrasing increases the customer knowledge of technical terminology.

B.

Use paraphrasing to tell the customer what they should have done.

C.

Using paraphrasing gives the customer a chance to tell you if you have understood them.

D.

Use paraphrasing to repeat the customer words back to them.

Question 7

Which statement best describes a team?

Options:

A.

A team is a forum for creativity and self expression.

B.

A team is a group of people working to accomplish the same goals.

C.

A team is an open, honest environment.

D.

A team is a group of strong personalities.

Question 8

What is the most likely sign that a conflict is developing?

Options:

A.

The conversation with the customer is unfocused.

B.

The customer asks multiple questions.

C.

The customer changes their tone of voice.

D.

The customer empathises with you.

Question 9

Which statement best characterises a friendly and supportive workplace?

Options:

A.

Team members work only their allotted hours.

B.

Team members help each other.

C.

Team members work alone.

D.

Management encourages extensive overtime.

Question 10

What is a best practice for reducing conflict?

Options:

A.

Place the customer on hold to allow them to calm down.

B.

Direct the customer to the Support Centre web site.

C.

Allow the customer to vent their frustration.

D.

Ask the customer to repeat what they just said.

Question 11

What is a best practice for dealing with an angry customer?

Options:

A.

Do not interrupt the customer.

B.

Hang up at once.

C.

Ask the customer to send you an e-mail.

D.

Defend your position.

Question 12

What is the most likely result of running into a language barrier when handling calls?

Options:

A.

Reduced escalations.

B.

Shorter talk times.

C.

Customer frustration.

D.

Improved customer satisfaction.

Question 13

Which comment will best acknowledge your customer emotions?

Options:

A.

I appreciate how critical this problem is for you right now.

B.

You have all of my sympathy right now.

C.

Have you ever used this system before?

D.

I know youe angry, but that won help the situation.

Question 14

What is the most important reason why Support Centres monitor incidents?

Options:

A.

Incident monitoring is an ITIL best practice.

B.

Incident monitoring results in improved quality of services.

C.

Incident monitoring is the Support Centre primary function.

D.

Incident monitoring is done by all good Support Centres.

Question 15

Which action is most likely to give the customer a positive impression of the Support Centre?

Options:

A.

Support products that are contained in the service level agreement.

B.

Agree with customers, even if they are mistaken.

C.

Provide customers with an incident reference number.

D.

Keep customers informed of the steps being taken to resolve their problem.

Question 16

Why is it important for you to manage calls?

Options:

A.

Managing calls improves Support Centre credibility.

B.

Managing calls increases the cost per call.

C.

Managing calls minimises use of technical terminology.

D.

Managing calls increases utilisation of the knowledge base.

Question 17

What is the most important reason for maintaining legal compliance in the Support Centre?

Options:

A.

Maintaining legal compliance protects your managers.

B.

Maintaining legal compliance prevents other teams seeing what the Support Centre does.

C.

Maintaining legal compliance protects you from blame.

D.

Maintaining legal compliance protects the organisation assets.

Question 18

What is the best reason for using proper grammar and spelling when documenting incidents?

Options:

A.

You and your team are judged on the quality of your documentation.

B.

Management may read the documentation.

C.

Using proper grammar and spelling improves your confidence.

D.

Your team mates will laugh at you if your spelling is poor.

Demo: 18 questions
Total 120 questions