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HDI Help Desk Analyst (HDA) Sample Questions:

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

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

2. What should you do to assess A customer level of knowledge?

A) Assume the customer has a basic level of knowledge
B) Ask closed questions
C) Provide more detailed explanations
D) Ask open questions

3. What is the primary role of support service?

A) To provide quality assistance
B) To provide the customer with a knowledge-base
C) To track problems and bugs
D) To provide technical resolutions

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

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

5. You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

A) Determine priority/severity and collect/document the appropriate information
B) Escalate to a manager to reassign the call
C) Set a call back time and tell the customer you will review the call with an expert
D) Inform the customer of the product limitations you are aware of, but assure them they will receive support

Solutions: