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HDI Help Desk Analyst (HDA) Sample Questions:

1. Which two characterize a successful negotiator? (Choose two.)

A) Steps to the customers side for understanding
B) Focuses on the best solution
C) Viewed as a problem solver
D) Presents a plan of how to get the solution

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

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

3. What is the most commonly used technology in the support center?

A) Telephony
B) Remote control
C) Self-help
D) E-mail

4. Which two are effective techniques for dealing with stress? (Choose two.)

A) Take long breaks
B) Exercise and observe good nutrition practices
C) Use high energy drinks, e-g., coffee, caffeine drinks to keep energy levels up
D) Set realistic goals/objectives

5. In what three ways can you convey to the customer a desire and ability to help? (Choose three.)

A) Be enthusiastic, but natural
B) Be talkative
C) Be confident
D) Be efficient
E) Be agreeable to all customers opinions

Solutions: