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HDI Help Desk Analyst (HDA) Sample Questions:

1. 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) It is more costly to retain A customer than acquire a new one
C) More customer contacts can be made over the phone than in person
D) More customers are lost to poor service than poor product

2. Which technique will best optimize talk time?

A) Customer should be prepared to actively listen
B) Analyst adjust to customer pace and competence level
C) Analyst uses business language
D) Analyst asks clarifying questions

3. Which three techniques describe basic creative thinking? (choose three)

A) Talking the complex approach
B) Developing alternatives
C) Changing your perspective
D) Looking beyond the evident

4. Which two statements describe active listening? (choose two)

A) Interrupt the caller to clarify statements
B) Place the caller on hold to take notes
C) Listen for ideas and images, not just words
D) Eliminate internal biases and negative thoughts

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

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

Solutions: