Help Desk Analyst (HDA) (HD0-100) Free Practice Test

Question 1

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

A. The close of a telephone call is as important as the greeting

B. Customers will receive the same level of professionalism

C. It is an effective way to handle difficult customers

D. It is important to put the customer at ease

Correct Answer: B

Question 2

Which system allows A customer to choose among various options when calling a help desk?

A. Optional Response Routing (ORR)

B. Interactive Voice Response (IVR)

C. Voice Recognition System (VRS)

D. Multiple Option System (MOS)

Correct Answer: B

Question 3

In which three ways can you create a positive image of your organization? (choose three)

A. Respond to customers in a timely fashion

B. Provide consistent and fair services

C. Display sensitivity to the feelings of your customers

D. Follow all call-flow procedures

Correct Answer: A,B,C

Question 4

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

A. Steps to the customers side for understanding

B. Presents a plan of how to get the solution

C. Viewed as a problem solver

D. Focuses on the best solution

Correct Answer: B,C

Question 5

What is a key benefit of a knowledge-base system?

A. Decreases network traffic

B. Requires lower maintance

C. Saves time and money

D. Increase call volume

Correct Answer: C

Question 6

Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A. Measure performance of individual analysts at the help desk

B. Identify changes to products, services and processes

C. Evaluate customer satisfaction with products, services and personnel

D. Determine management bonuses

Correct Answer: B,C

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