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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is a benefit of purchasing a knowledge database?

A) It is inexpensive to update
B) It provides comprehensive information on commonly used hardware and software
C) It provides comprehensive information on proprietary applications
D) It is inexpensive to purchase

2. What is inductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on logical and analysis
C) Reasoning based on experience and intuition
D) Reasoning based on analysis and experience

3. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?

A) Find someone else who can understand the customer better
B) Inform the customer that you cannot understand them and there is nothing you can do to help them
C) Tell the customer you are having difficulty understanding them
D) Ask the customer if there is someone else in their organization for you to talk to

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

A) Customers from opinions about organizations based on contact with a small portion of that organization
B) More customers are lost to poor service than poor product
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

5. Which two techniques are used to match a caller's style? (Choose two.)

A) Vocabulary
B) Paraphrasing
C) Restating
D) Style

Solutions: