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SDI SD0-401 Exam - Topic 3 Question 67 Discussion

Actual exam question for SDI's SD0-401 exam

Question #: 67
Topic #: 3

[All SD0-401 Questions]

What is a best practice to use when assisting an emotional caller?

AAllow the customer to cry until they get it out of their system.

BAsk the customer to pull themselves together.

CLet the customer know you understand how they feel.

DTell the customer a story about a similar bad experience.

Show Suggested Answer

Suggested Answer: C

by Malinda at Mar 25, 2023, 03:37 PM

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Barney

7 months ago

Telling a story? That sounds weird, not helpful at all.

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Sharen

7 months ago

Agree with C, empathy goes a long way!

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Keneth

7 months ago

Surprised that people think letting them cry is a good idea.

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Audry

8 months ago

No way, option B is just rude!

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Rose

8 months ago

I think option C is definitely the best choice.

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Clare

8 months ago

I recall that sharing a personal story might not help the caller, so I would avoid D. It seems like C is the most supportive approach.

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Caprice

8 months ago

I practiced a question like this before, and I think allowing the customer to express their emotions is important, so maybe A could be okay?

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Ashanti

8 months ago

I'm not really sure, but I feel like telling them to pull themselves together would just make things worse. That sounds like option B, right?

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Moon

8 months ago

I think I remember something about validating the caller's feelings, so maybe option C is the best choice?

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Vivan

8 months ago

I vaguely recall something about sharing experiences, but I don't think option D is the best approach for emotional callers.

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Maryln

8 months ago

I practiced a question like this before, and I think letting them know we understand is key, so C seems right to me.

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Jennie

8 months ago

I'm not really sure, but I feel like telling them to pull themselves together, like in option B, would be really unhelpful.

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Karon

8 months ago

I think I remember that we should acknowledge the caller's feelings, so maybe option C is the best choice?

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Valda

8 months ago

I'm a little confused on this one. Is a service template used for post-staging templates for multiple CPEs, like option A? Or is that not quite right? I want to make sure I understand the correct use cases here.

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Yolande

8 months ago

Okay, this looks like a tricky one. I'll need to think through the key requirements carefully - single sign-on, multi-factor authentication, and access to both Service Cloud and Marketing Cloud.

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Huey

8 months ago

I'm confident that option A is incorrect. Hi-care is not delivered directly by Huawei to customers, that's the whole point of the Co-care service. I just need to confirm the other details.

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