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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) It is more costly to retain A customer than acquire a new one
D) More customer contacts can be made over the phone than in person

2. What is a key principle of negotiation with customers?

A) Focus on the individual rather than on the resolution.
B) Stick to the facts and ignore the customer's emotions
C) Determine the customer's underlying need and seek a mutually beneficial solution.
D) Seek a solution that aligns with support center policies and processes.

3. What is the most commonly used technology in the support center?

A) Telephony
B) Self-help
C) Remote control
D) E-mail

4. What is the key benefit of a positive work environment?

A) Diversification of skill sets is minimized
B) Management involvement is separated from individual involvement
C) Rapport among team members is increased
D) The need for recognition of individual effort is minimized

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

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

Solutions: