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SDI SD0-101 Exam - Topic 2 Question 126 Discussion

Your Service Desk has a Standard Operating Procedure for telephone call handling. Which ofthese options would NOT be included in that procedure?
A) Using a personalised greeting
B) Asking the right questions to elicit information
C) Listening to what the caller is telling you
D) Showing empathy for the user if appropriate

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?

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Suggested Answer: A

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

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Roslyn
5 days ago
I think showing empathy is important, though.
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Junita
10 days ago
Totally agree, empathy isn't always necessary!
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Sheron
15 days ago
D seems like the odd one out.
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Eleonore
20 days 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
25 days 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
1 month 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
1 month 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
1 month 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
2 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
2 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
3 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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