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HDI Help Desk Analyst (HDA) Sample Questions:

1. In which three circumstances is it appropriate to use open question? (Choose three.)

A) When you have exhausted your possibilities
B) When you need the customer elaborate
C) When your time is limited
D) When you need to build rapport

2. Why is using a uniform greeting and closing with the customer an essential telephone skill?

A) It is important to put the customer at ease
B) Customers will receive the same level of professionalism
C) The close of a telephone call is as important as the greeting
D) It is an effective way to handle difficult customers

3. A customer calls with a critical problem for a product that is no longer supported by the help desk. What do you do? (choose two)

A) Develop alternatives
B) Inform the customer that the product is not supported
C) Determine what the real need is
D) Apologies for not being able to assist the customer

4. Which two are characteristics of an organization with good inter-departmental relationships? (Choose two.)

A) Low turnover rate between organisations
B) Low employee turnover
C) Low superior-to-subordinate interaction
D) High employee morale

5. What are three reasons for providing consistent service? (Choose three.)

A) To guarantee professionalism
B) To instill confidence in your customer
C) To ensure a commitment to excellence
D) To ensure empathy to customer needs

Solutions: