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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which technique will best optimize talk time?

A) Analyst adjust to customer pace and competence level
B) Analyst uses business language
C) Analyst asks clarifying questions
D) Customer should be prepared to actively listen

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

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

3. A customer calls the support centre and describes a problem. The analyst is not certain what the problem is. What is the appropriate strategy for eliciting the information a second time?

A) Ask the customer to repeat the problem back to you
B) Repeat back to the customer what you thought you heard
C) Transfer the call to a more experienced analyst
D) Begin troubleshooting

4. Which two actions reflect a supportive help desk environment? (choose two)

A) Analysts take part the decision-making process
B) Analysts work with specific customer issues
C) Analysts attend Help Desk meetings
D) Analysts work through lunch

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

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

Solutions: