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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. Which metric indicates how often A customer may need a follow-up call to achieve resolution?

A) First call resolution rate
B) Capture rate
C) Call return rate
D) Abandon rate

2. What is the key benefit of a positive work environment?

A) Management involvement is separated from individual involvement
B) Rapport among team members is increased
C) The need for recognition of individual effort is minimized
D) Diversification of skill sets is minimized

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

A) It is an effective way to handle difficult customers
B) Customers will receive the same level of professionalism
C) The close of a telephone call is as important as the greeting
D) It is important to put the customer at ease

4. Which statement about telephone etiquette is true?

A) It is customary to pick up the telephone between one to three rings
B) Gum chewing is acceptable as long as the customer cannot hear it
C) Eating is okay as long as you obtain the customer's consent
D) :Please hold" is an appropriate way to answer the telephone when you are busy

5. Which two facts about customer satisfaction are true? (choose two)

A) More customer contacts can be made over the phone than in person
B) Customers from opinions about organizations based on contact with a small portion of that organization
C) It is more costly to retain A customer than acquire a new one
D) More customers are lost to poor service than poor product

Solutions: