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HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer satisfaction survey is important because it obtains information about_____.

A) The customer base
B) Management performance
C) Customer service performance
D) Individual analyst performance

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

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

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

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

4. What are three important attributes of high-quality leaders? (Choose three.)

A) They use authority and control to direct the subordinates
B) They provide a channel through which problems can be aired
C) They encourage interest and curiosity among subordinates
D) They stimulate creativity and innovation among subordinates

5. Place each style next to its attribute.

Solutions: