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HDI Help Desk Analyst (HDA) Sample Questions:
1. 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) Follow all call-flow procedures
D) Display sensitivity to the feelings of your customers
2. Which two are effective techniques for dealing with stress? (Choose two.)
A) Take long breaks
B) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
C) Exercise and observe good nutrition practices
D) Set realistic goals/objectives
3. What is the primary purpose of an on-going (event) survey?
A) Trend customer satisfaction between annual surveys
B) Evaluate customer satisfaction with products, services, and personnel
C) Measure individual analyst performance
D) Determine employee bonuses
4. Which three media can be used to conduct surveys? (Choose three.)
A) A suggestion box
B) The Internet
C) Personal interviews
D) E-mail
5. What are three obstructions to active listening? (Choose three.)
A) Situational constraints
B) Emotional carry-over
C) Positive reinforcement
D) Prior knowledge
Solutions:
| Question # 1 Answer: A,B,D | Question # 2 Answer: C,D | Question # 3 Answer: A | Question # 4 Answer: A,C,D | Question # 5 Answer: A,B,D |


