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HDI HD0-100 Exam Syllabus Topics:

HDI Help Desk Analyst (HDA) Sample Questions:

1. A customer satisfaction survey is important because it obtains information about_____.

A) Management performance
B) The customer base
C) Individual analyst performance
D) Customer service performance

2. Which two are the primary purpose of an annual (periodic) survey? (Choose two.)

A) Evaluate customer satisfaction with products, services and personnel
B) Identify changes to products, services and processes
C) Determine management bonuses
D) Measure performance of individual analysts at the help desk

3. What is inductive reasoning?

A) Reasoning based on intuition and process of elimination
B) Reasoning based on experience and intuition
C) Reasoning based on logical and analysis
D) Reasoning based on analysis and experience

4. Which technique will best optimize talk time?

A) Analyst adjust to customer pace and competence level
B) Analyst uses business language
C) Analyst asks clarifying questions
D) Customer should be prepared to actively listen

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

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

Solutions: