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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) Eating is okay as long as you obtain the customer's consent
C) It is customary to pick up the telephone between one to three rings
D) Gum chewing is acceptable as long as the customer cannot hear it

2. In what two ways does creative thinking enable you to become a valuable resource to the customer? (Choose two.)

A) You use the same tools
B) You offer more options
C) You rely on the obvious
D) You are open to learning

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

4. Who is responsible for maintaining a working environment conductive to effective inter-departmental relationships.

A) Executive management
B) Human resources
C) Department managers
D) Everyone

5. What are three characteristics of effective inter-departmental relationship?

A) Support of other departments even when they make a mistake
B) Shared management responsibilities
C) Shared information between departments within your organization
D) Treatment of others in your organization as if they were your customer

Solutions: