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HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two are characteristics of a team player? (Choose two.)
A) Courtesy
B) Participation
C) Conformity
D) Independence
2. Which three are benefits of a call management system? (Choose three.)
A) The analyst is able to view the customers contact information
B) The analyst is able to view the customers password information
C) The analyst is able to view the customers call history
D) The analyst is able to log the customers problem
3. In which three circumstances is it appropriate to use open question? (Choose three.)
A) When you have exhausted your possibilities
B) When your time is limited
C) When you need the customer elaborate
D) When you need to build rapport
4. Which two are effective techniques for dealing with stress? (Choose two.)
A) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
B) Set realistic goals/objectives
C) Take long breaks
D) Exercise and observe good nutrition practices
5. You are having a trouble understanding A customer with a strong accent. The first thing you should do is ______?
A) Inform the customer that you cannot understand them and there is nothing you can do to help them
B) Find someone else who can understand the customer better
C) Ask the customer if there is someone else in their organization for you to talk to
D) Tell the customer you are having difficulty understanding them
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,C,D | Question # 3 Answer: A,C,D | Question # 4 Answer: B,D | Question # 5 Answer: D |




