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HDI Help Desk Analyst (HDA) Sample Questions:

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

A) Ask the customer if there is someone else in their organization for you to talk to
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) Find someone else who can understand the customer better

2. What is the key benefit of using a web site for reference?

A) It provides private access
B) It is printable
C) It provides searchable topic fields
D) It is computer-based

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

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

4. Place the Problem solving steps in order.

5. Which three are characteristics of a good negotiator? (choose three)

A) Presents multiple options
B) Clearly identifies who/what is at fault
C) Develops realistic expectations
D) Focuses on what is needed

Solutions: