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SDI SD0-101 Exam - Topic 2 Question 126 Discussion

Actual exam question for SDI's SD0-101 exam

Question #: 126
Topic #: 2

[All SD0-101 Questions]

Your Service Desk has a Standard Operating Procedure for telephone call handling. Which of

these options would NOT be included in that procedure?

AUsing a personalised greeting

BAsking the right questions to elicit information

CListening to what the caller is telling you

DShowing empathy for the user if appropriate

Show Suggested Answer

Suggested Answer: A

by Deonna at May 13, 2026, 03:09 AM

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Leonor

3 days ago

B makes sense. Asking questions is crucial for info.

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Janine

8 days ago

I disagree, A is important for a good first impression.

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Brendan

13 days ago

I think the answer is A. Personalised greeting isn't essential.

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Lorrine

18 days ago

Listening is key, can't believe anyone would skip that!

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Chun

23 days ago

Wait, are we really not including empathy? That seems off.

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Gregoria

28 days ago

A is definitely a must-have for a good first impression.

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Elena

1 month ago

Totally agree, empathy isn't part of the procedure!

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Edna

1 month ago

D seems unnecessary, we just need to solve the issue.

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Ronna

1 month ago

A personalized greeting is a must, for sure!

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Denae

2 months ago

Wait, are we really saying empathy isn't part of the procedure?

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Roslyn

2 months ago

I think showing empathy is important, though.

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Junita

2 months ago

Totally agree, empathy isn't always necessary!

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Sheron

2 months ago

D seems like the odd one out.

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Eleonore

2 months ago

I thought empathy was key in customer service, so I would say it’s definitely included. Maybe it’s A that doesn’t fit?

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Luis

2 months ago

I’m leaning towards C because listening seems like a given, but I guess it could be part of the procedure too.

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Melissa

3 months ago

I remember practicing questions like this, and I feel like all the options are important, but maybe A is less critical?

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Jerilyn

3 months ago

I think the answer might be D, but I'm not entirely sure if showing empathy is considered part of call handling.

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Mattie

3 months ago

I agree with Kate, it seems like option D could be the odd one out since the others are more about the technical aspects of the call.

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Elbert

3 months ago

I’m a bit confused because I thought empathy was part of good customer service, but maybe it’s not a standard procedure?

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Lindsey

3 months ago

I remember practicing a question similar to this in our training. I feel like option D might be the one that doesn’t belong.

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Evangelina

5 months ago

I think all of those options are important for call handling, but I’m not sure if showing empathy is always necessary.

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