SDI SD0-401 SDI Exam Practice Test Instant Access

Question 1

Which action best illustrates excellent customer service?

AActively listen to customers when they talk to you.

BFeel sorry for your customers if they are troubled.

CLet customers know your personal accomplishments.

DListen to colleagues when customers talk to you.

Answer : A

Question 2

What is a best practice for keeping the customer attention focused on the resolution?

AAsk the customer to call back later.

BOffer to send the customer an e-mail with the steps.

CSuggest that the customer writes down the steps.

DTell the customer to concentrate.

Answer : C

Question 3

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

AThe customer offers to send you a diagram.

BThe customer speaks less and less.

CThe customer starts listening carefully to you.

DThe customer tells you not to worry about it until tomorrow.

Answer : B

Question 4

What is the most likely result of gaining a better understanding of a customer underlying psychological needs?

AThe customers will be encouraged to talk more.

BThe customer will call you for psychiatric advice.

CThe customer will be satisfied by the interaction.

Answer : C

Question 5

Which type of customer satisfaction survey is planned and scheduled on a periodic basis?

AAnnual surveys.

BOngoing surveys.

COnetime surveys.

DProduct surveys.

Answer : A

Question 6

Which statement best describes the concept of providing consistent service?

APriorities are assigned based on the customer abilities.

BPriorities are assigned based on the customer wishes.

CPriorities are assigned based on the service level agreement.

DPriorities are assigned based on the Service Desk call volume.

Answer : C

Question 7

What is a best practice to use to disengage from a customer?

ATell the customer the office is closing and you will call them tomorrow.

BTell the customer your queue is backing up.

CTransfer the call to your supervisor.

DUse closed questions.

Answer : D

SDI SD0-401 Service Desk Foundation Qualification SDI Exam Practice Test