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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two facts about customer satisfaction are true? (choose two)

A) It is more costly to retain A customer than acquire a new one
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) More customers are lost to poor service than poor product
D) More customer contacts can be made over the phone than in person

2. Which statement about telephone etiquette is true?

A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) Eating is okay as long as you obtain the customer's consent
C) It is customary to pick up the telephone between one to three rings
D) Gum chewing is acceptable as long as the customer cannot hear it

3. During a call, you need to have the customer reboot the system: What could you do during this time to distract the customer from the long boot process?

A) Explain how the help desk benefits the customer
B) Ask the customer if he is married
C) Explain to the customer what you just did
D) Ask the customer where he resides

4. Which four statements about self-help materials are true?

A) Their location should be explained to employees
B) They should contain accurate information
C) They should be user-friendly
D) They should be timely and relevant
E) They should replace the need for instructor-led training

5. Which two characterize a successful negotiator? (Choose two.)

A) Viewed as a problem solver
B) Steps to the customers side for understanding
C) Focuses on the best solution
D) Presents a plan of how to get the solution

Solutions: