Name: Service Desk Foundation Qualification
Brand: ValidExamDumps
SKU: SD0-401
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Free SDI SD0-401 Exam Actual Questions

The questions for SD0-401 were last updated On Dec 20, 2024

Question No. 1

How can being empathetic to the customer benefit the Service Desk?

ABeing empathetic allows you to express your feelings.

BBeing empathetic creates a rapport with the customer.

CBeing empathetic increases first contact resolution.

DBeing empathetic permits the customer to vent.

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Correct Answer: B

Question No. 2

What is the best reason for using paraphrasing?

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

BUsing paraphrasing increases the customer knowledge of technical terminology.

CUse paraphrasing to repeat the customer words back to them.

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

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Correct Answer: A

Question No. 3

What is a best practice for reducing conflict?

AAgree with the customer.

BInterject your opinion into the conversation.

CLet the customer know that you are in charge.

DShow the customer respect.

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Correct Answer: D

Question No. 4

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

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

BYou will never get the customer off the phone if you don'tmatch their communication style.

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

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

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Correct Answer: D

Question No. 5

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

AMatch the customer attitude.

BRefrain from interrupting the customer.

CStop using the customer name.

DTell the customer you feel sorry for them.

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Correct Answer: B