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質問 1：
What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. The need for recognition of individual effort is minimized
C. Rapport among team members is increased
D. Management involvement is separated from individual involvement
正解：D
質問 2：
What is paraphrasing?
A. Telling the customer what they meant to say
B. Repeating what the customer says using your own words
C. Using lots of long words when speaking to A customer
D. Repeating what the customer says in their words
正解：B
質問 3：
Which two techniques are important for keeping A customer focused? (Choose two.)
A. Paraphrasing
B. Open questions
C. Closed questions
D. Self-help systems
正解：A,C
質問 4：
Which three are the most common type of network problems? (Choose three.)
A. System will not reboot
B. Users cannot reach connected devices, i.e., PC, servers, workstations
C. Segment or ring does not respond, traffic limited, no workaround
D. Collisions, congestion, and delays
正解：B,C,D
質問 5：
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
A. The analyst calls the customer back and blames the incorrect information on bad documentation
B. The analyst calls the customer back to correct the information
C. The analyst closes the call and moves to the next call
D. The analyst has another analyst call the customer
正解：D
質問 6：
Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)
A. Low employee turnover
B. Low superior-to-subordinate interaction
C. Low turnover rate between organisations
D. High employee morale
正解：A,D
質問 7：
What is the most commonly used technology in the support center?
A. Telephony
B. E-mail
C. Self-help
D. Remote control
正解：B
What is the key benefit of a positive work environment?
A. Diversification of skill sets is minimized
B. The need for recognition of individual effort is minimized
C. Rapport among team members is increased
D. Management involvement is separated from individual involvement
正解：D
質問 2：
What is paraphrasing?
A. Telling the customer what they meant to say
B. Repeating what the customer says using your own words
C. Using lots of long words when speaking to A customer
D. Repeating what the customer says in their words
正解：B
質問 3：
Which two techniques are important for keeping A customer focused? (Choose two.)
A. Paraphrasing
B. Open questions
C. Closed questions
D. Self-help systems
正解：A,C
質問 4：
Which three are the most common type of network problems? (Choose three.)
A. System will not reboot
B. Users cannot reach connected devices, i.e., PC, servers, workstations
C. Segment or ring does not respond, traffic limited, no workaround
D. Collisions, congestion, and delays
正解：B,C,D
質問 5：
An analyst has conveyed incorrect information to A customer. Which action demonstrates personal accountability?
A. The analyst calls the customer back and blames the incorrect information on bad documentation
B. The analyst calls the customer back to correct the information
C. The analyst closes the call and moves to the next call
D. The analyst has another analyst call the customer
正解：D
質問 6：
Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)
A. Low employee turnover
B. Low superior-to-subordinate interaction
C. Low turnover rate between organisations
D. High employee morale
正解：A,D
質問 7：
What is the most commonly used technology in the support center?
A. Telephony
B. E-mail
C. Self-help
D. Remote control
正解：B
Matsuno -
これ一つででHD0-100勉強することにしました。コンパクトにまとまっていますから好きです。