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SDI SD0-101 Exam - Topic 2 Question 108 Discussion

Which emotional response from a user would be considered unacceptable and would requireescalation?
B) Impatience
A) Aggression
C) Cynicism
D) Defensiveness

SDI SD0-101 Exam - Topic 2 Question 108 Discussion

Actual exam question for SDI's SD0-101 exam
Question #: 108
Topic #: 2
[All SD0-101 Questions]

Which emotional response from a user would be considered unacceptable and would require

escalation?

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Suggested Answer: B

by Carline at Mar 06, 2025, 10:08 PM

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Joni
8 months ago
100% agree, aggression is unacceptable!
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Lizette
8 months ago
Aggression seems obvious, but defensiveness? Not so sure.
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Hubert
8 months ago
I think impatience can be a problem too.
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Emmanuel
9 months ago
Cynicism? Really? I didn't think that needed escalation.
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Louvenia
9 months ago
Definitely aggression! That's a no-go.
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Kristin
9 months ago
Aggression seems like the clear answer to me. I don't think impatience or defensiveness would warrant escalation, but I could be wrong.
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Howard
9 months ago
I feel like cynicism might be a tricky one. It could indicate deeper issues, but does it really require escalation?
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Merilyn
10 months ago
I remember a practice question where defensiveness was mentioned as needing escalation, but I can't recall if it was the same here.
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Leonie
10 months ago
I think aggression is definitely a red flag, but I'm not entirely sure if impatience counts as unacceptable.
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Dan
10 months ago
I'm a little confused on this one. I was thinking impatience or cynicism might also be unacceptable, but I guess aggression is the clear choice here. I'll make sure to double-check my answer.
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Arlyne
10 months ago
Aggression is definitely the right answer. That's the only unacceptable emotional response that would need to be escalated. The others, while not ideal, wouldn't necessarily require that.
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Aliza
10 months ago
Hmm, I'm not totally sure about this one. I'm debating between aggression and defensiveness. I'll have to think it through a bit more.
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Margarett
10 months ago
This one seems pretty straightforward - I'd say aggression is the clear answer here. That's the only emotional response that would require escalation.
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Georgiann
1 year ago
Wait, so I can't even be a little bit sarcastic? That's just cruel. How else am I supposed to cope with all the impatient, defensive, and downright aggressive users I have to deal with on a daily basis?
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Bette
1 year ago
D) Defensiveness
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Barbra
1 year ago
C) Cynicism
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Chaya
1 year ago
B) Impatience
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Dulce
1 year ago
A) Aggression
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Jannette
1 year ago
D) Defensiveness
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Jennifer
1 year ago
C) Cynicism
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Shawnta
1 year ago
B) Impatience
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Anglea
1 year ago
A) Aggression
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Annice
1 year ago
Aggression is the only correct answer here. I don't care how frustrated a user gets, they better not start throwing punches or I'll call security faster than they can say 'I want to speak to your manager'.
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Rashida
1 year ago
D) Defensiveness
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Vinnie
1 year ago
C) Cynicism
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Nelida
1 year ago
B) Impatience
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Stephaine
1 year ago
A) Aggression
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Stephen
1 year ago
Defensiveness, huh? I can see that being a problem, especially if the customer is convinced they're right and won't listen to reason. Good thing I've got my sarcasm shield ready to deflect any cynical remarks!
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Hobert
1 year ago
D) Defensiveness
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Derick
1 year ago
C) Cynicism
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Joaquin
1 year ago
B) Impatience
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Minna
1 year ago
A) Aggression
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Mabelle
1 year ago
Impatience? Come on, who doesn't get a little impatient sometimes? I'd say that's just part of the job. Gotta have a thick skin in this line of work, am I right?
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Elsa
1 year ago
D) Defensiveness
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Kate
1 year ago
C) Cynicism
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Anika
1 year ago
B) Impatience
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Zachary
1 year ago
A) Aggression
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Shay
1 year ago
Aggression is definitely the right answer here. That kind of behavior is a big no-no in customer service. I'd rather deal with a sarcastic cynic than an angry customer any day!
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Clorinda
1 year ago
I would much rather handle a cynical customer than an aggressive one.
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Tracey
1 year ago
Definitely, patience is key when dealing with difficult customers.
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Vivan
1 year ago
I agree, it's important to remain calm and professional.
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Kenia
1 year ago
Aggression is never acceptable in customer service.
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Lenna
1 year ago
I think defensiveness could also be a red flag and might need escalation.
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Dominga
1 year ago
I agree, aggression can be dangerous and should be dealt with immediately.
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Avery
1 year ago
I think aggression would definitely require escalation.
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