Free SDI SD0-401 Exam Questions (page: 5)

Which of the following techniques is the best one for reducing and eliminating conflict during a call?

  1. Match the customer attitude.
  2. Refrain from interrupting the customer.
  3. Stop using the customer name.
  4. Tell the customer you feel sorry for them.

Answer(s): B



What type of question will best encourage a customer to talk more about their Incident?

  1. Closed questions.
  2. Open questions.
  3. Technical questions.
  4. Personal questions.

Answer(s): B



Which is a common physical symptom of stress?

  1. You are more susceptible to colds.
  2. You rarely take lunch breaks.
  3. You work longer hours.
  4. Your colleagues all seem busy.

Answer(s): A



What is the best reason for displaying a good service attitude?

  1. Displaying a good service attitude will create a positive impression of the Service Desk.
  2. Displaying a good service attitude will help meet service levels.
  3. Displaying a good service attitude will improve customer performance.
  4. Displaying a good service attitude will reflect well in your performance evaluations.

Answer(s): A



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