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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which statement about telephone etiquette is true?

A) :Please hold" is an appropriate way to answer the telephone when you are busy
B) It is customary to pick up the telephone between one to three rings
C) Gum chewing is acceptable as long as the customer cannot hear it
D) Eating is okay as long as you obtain the customer's consent

2. Which three approached help create a positive business reputation? (Choose three.)

A) When you hear complaints about your organization, change the subject
B) Have a good attitude and never speak negatively about you organization
C) See what you can do to assist any co-worker who is unhappy or experiencing problems
D) Try to have a positive and memorable effect on every person you communicate with each day

3. Which approach is preferable when responding to A customer?

A) Use acronyms that are commonly used in the industry
B) Use the simplest terminology that is understood by all levels of knowledge
C) Use industry terminology to educate the customer
D) Use vocabulary to match the customer's level of knowledge

4. Which two are characteristics of unsuccessful teams? (Choose two.)

A) Independence
B) Good team morale
C) Lack objectives
D) Lack of ownership

5. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be confident
B) Be enthusiastic, but natural
C) Be talkative
D) Be agreeable to all customers opinions
E) Be efficient

Solutions: