HD0-100 무료 덤프문제 온라인 액세스

What is the key benefit of a positive work environment?

• A.Management involvement is separated from individual involvement
• B.The need for recognition of individual effort is minimized
• C.Diversification of skill sets is minimized
• D.Rapport among team members is increased

Which two techniques are important for keeping A customer focused? (Choose two.)

• A.Closed questions
• B.Open questions
• C.Paraphrasing
• D.Self-help systems

Which three metrics would be affected by training? (choose three)

• A.Abandon rate
• B.First call resolution
• C.Average call time
• D.After call work time

Why is using a uniform greeting and closing with the customer an essential telephone skill?

• A.The close of a telephone call is as important as the greeting
• B.It is an effective way to handle difficult customers
• C.It is important to put the customer at ease
• D.Customers will receive the same level of professionalism

In which two instances is it appropriate to use the customers first name? (choose two)

• A.When you have established a good rapport with the customer
• B.When the customer becomes irate
• C.During informal communication
• D.During the initial interaction with the customer