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HDI Help Desk Analyst (HDA) Sample Questions:
1. Which two characterize a successful negotiator? (Choose two.)
A) Viewed as a problem solver
B) Steps to the customers side for understanding
C) Focuses on the best solution
D) Presents a plan of how to get the solution
2. 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
3. What are three reasons for providing consistent service? (Choose three.)
A) To instill confidence in your customer
B) To ensure a commitment to excellence
C) To guarantee professionalism
D) To ensure empathy to customer needs
4. Which three are benefits of a call management system? (Choose three.)
A) The analyst is able to log the customers problem
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 view the customers contact information
5. In which three situations is escalating a call to management appropriate? (choose three)
A) When you have little or no experience with the problem
B) When you have exhausted all your available resources
C) When the service level agreement (SLA) requires it
D) When the customer requests it
Solutions:
Question # 1 Answer: A,D | Question # 2 Answer: A,C,D | Question # 3 Answer: A,B,C | Question # 4 Answer: A,C,D | Question # 5 Answer: B,C,D |