Hdi Practice Test 30 ?'s

Front 1

1 Recognizing that a customer’s psychological needs must be met when resolving
incidents is called -
A. Customer differentiating
B. Problem management
C. Remote support
D. Root cause analysis

Back 1

A. Customer differentiating

Front 2

2 What is the best way to minimize conflict with a customer?
A. Ask the customer to calm down.
B. Inform your supervisor.
C. Remain friendly towards the customer.
D. Tell the customer that calls are monitored.

Back 2

C. Remain friendly towards the customer.

Front 3

3 A talkative customer can result in extended call times. What is a best practice for disengaging from a customer?
A. Ask the customer to call again later.
B. Mention that you are very busy.
C. Recap the customer’s actions.
D. Use open-ended questions.

Back 3

C. Recap the customer’s actions.

Front 4

4 Which situation is most appropriate for an escalation?
A. You are getting ready to take a break.
B. You are leaving to attend training.
C. You have exhausted all available resources.
D. You have little or no experience with the incident

Back 4

C. You have exhausted all available resources.

Front 5

5 What is the best way to handle calls related to non-supported items?
A. Advise the customer of other means for getting assistance.
B. Let the customer know that you are unable to help him or her.
C. Reprimand the customer for using unsupported software.
D. Tell the customer to read the service level agreement more carefully.

Back 5

A. Advise the customer of other means for getting assistance.

Front 6

6 What is the most important reason for providing status updates to customers?
A. Customers have to be in control of their situation.
B. Customer might inform your supervisor if you do not update them.
C. Customers need to know when they can get back to work.
D. Customers want to know so they can tell their coworkers.

Back 6

C. Customers need to know when they can get back to work.

Front 7

7 What is a best practice for documenting incidents?
A. Use acronyms to keep the description brief.
B. Use correct punctuation.
C. Use emoticons to indicate the customer’s emotions.
D. Use slang to make your writing livelier.

Back 7

B. Use correct punctuation.

Front 8

8 What is a best practice for building positive working relationships with other groups in the support center?
A. Share gossip about other teams.
B. Share your knowledge.
C. Treat others the way they treat you.
D. Treat others nicely if they can help you.

Back 8

B. Share your knowledge.

Front 9

9 What is the best reason for matching the communication style of your customer?
A. Matching the communication style of your customer decreases the likelihood that the customer will call back.
B. Matching the communication style of your customer increases customer satisfaction.
C. Matching the communication style of your customer lets the customer know that you are confident in his or her abilities.
D. Matching the communication style of your customer shows the customer that you are well-trained.

Back 9

B. Matching the communication style of your customer increases customer satisfaction.

Front 10

10 What is the best reason for demonstrating confidence?
A. Demonstrating confidence allows you to show your creativity.
B. Demonstrating confidence enables you to show off your skills and knowledge.
C. Demonstrating confidence prevents complaints about the support center.
D. Demonstrating confidence puts you in control of calls.

Back 10

D. Demonstrating confidence puts you in control of calls.

Front 11

11 What is the best description of paraphrasing?
A. Paraphrasing is repeating what the customer has said word for word.
B. Paraphrasing is repeating what you have said to the customer.
C. Paraphrasing is using your own words to confirm your understanding of what the customer has said.
D. Paraphrasing is using your memory to recall what the customer said.

Back 11

C. Paraphrasing is using your own words to confirm your understanding of what the customer has said.

Front 12

12 You have asked a customer to reboot his or her computer. What is the best way to use the silent time?
A. Answer another call.
B. Place the customer on hold.
C. Respond to an open e-mail inquiry.
D. Review the call history.

Back 12

D. Review the call history.

Front 13

13 What information should be documented for every incident?
A. All information pertaining to attempted and successful resolutions.
B. Only the best solution for the incident.
C. The customer’s feelings about the support center.
D. Whatever the customer asks you to record.

Back 13

A. All information pertaining to attempted and successful resolutions.

Front 14

14 What is the best reason for logging all incidents?
A. Logging incidents allows analyst activity to be monitored.
B. Logging incidents ensures that all information is secure.
C. Logging incidents prevents customers from complaining.
D. Logging incidents provides information that can be reused.

Back 14

D. Logging incidents provides information that can be reused.

Front 15

15 What is the most likely benefit of recording all incidents?
A. Recording all incidents allows the support center to be proactive.
B. Recording all incidents demonstrates the effectiveness of the support center.
C. Recording all incidents establishes service levels.
D. Recording all incidents saves the support center money.

Back 15

A. Recording all incidents allows the support center to be proactive.

Front 16

16 You have just received a customer call, but there are other team members laughing and joking in your area. What is your best course of action?
A. Answer the phone and place the customer on hold until you finish talking to your teammates.
B. Ask your team members to please quiet down before answering the phone.
C. Place your finger over the microphone on the headset and ask your team members to be quiet.
D. Place your hand over the ear not covered by the headphones to block out the noise

Back 16

B. Ask your team members to please quiet down before answering the phone.

Front 17

17 What is the best reason for having security policies in the support center?
A. Security policies are necessary to follow legal advice.
B. Security policies deliver compliant procedures and processes.
C. Security policies help manage and control assets.
D. Security policies protect the company and its customers.

Back 17

D. Security policies protect the company and its customers.

Front 18

18 What is the best example of active listening?
A. Identifying content for the knowledge base.
B. Reading your e-mail while talking on the phone.
C. Researching incidents in the database.
D. Taking notes while you talk to the customer.

Back 18

D. Taking notes while you talk to the customer.

Front 19

19 What is the purpose of asking open-ended questions?
A. Open-ended questions are intended to obtain specific information.
B. Open-ended questions attempt to obtain elaboration or narrative.
C. Open-ended questions focus the customer.
D. Open-ended questions seek single-word responses.

Back 19

B. Open-ended questions attempt to obtain elaboration or narrative.

Front 20

20 Which message follows best practices for writing business e-mails?
A. Dear Sarah, we have completed the work you requested on Mr. Smith’s printer. The tech found that the printer cartridge ran out of ink and needed to be replaced. We’re available anytime you need us. Thanks.
B. Dear Sarah, we have completed the work you requested on Mr. Smith’s printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.
C. Sarah, the printer was fixed for Mr. Smith. I guess he didn’t know the printer was out of ink. Rookie mistake ;) BTW, tell him to buzz us next time he needs something.
D. Hey Sarah! Finished the work you requested on Mr. Smith’s printer. The tech found that the printer cartridge ran out of ink and needed to be replaced. We’re available at anytime you need us. Thank you.

Back 20

B. Dear Sarah, we have completed the work you requested on Mr. Smith’s printer. The printer cartridge was out of ink and has been replaced. It is now working properly. If there is anything else we can do for you, please contact the support center at extension 4357. Thank you.

Front 21

21 What is the best reason for empathizing with a customer?
A. Empathizing with a customer lets the customer know that you are familiar with his or her department.
B. Empathizing with a customer lets the customer know that you feel sorry for him or her.
C. Empathizing with a customer lets the customer know that you understand how he or she feels.
D. Empathizing with a customer lets the customer know that you will fix his or her incident.

Back 21

C. Empathizing with a customer lets the customer know that you understand how he or she feels.

Front 22

22 What action should be avoided when documenting incidents?
A. Recording just the facts.
B. Documenting all of the information.
C. Recording customer emotions.
D. Documenting in real-time.

Back 22

C. Recording customer emotions.

Front 23

23 What is the best example of an open-ended question?
A. Is your monitor turned on?
B. Describe the steps you have taken to resolve the incident so far.
C. When did the incident first appear?
D. Which application are you having an incident with?

Back 23

B. Describe the steps you have taken to resolve the incident so far.

Front 24

24 A customer with an important presentation to give in one hour is upset because a document will not print. You ask the customer questions about the incident, but the customer keeps talking about what will happen if the document is not available. What should you do to get the customer to refocus on the incident?
A. Allow the customer to vent.
B. Interrupt the customer.
C. Tell the customer they must calm down first.
D. Put the customer on hold.

Back 24

A. Allow the customer to vent.

Front 25

25 What is an important benefit of active listening?
A. Active listening improves the quality of incident analysis.
B. Active listening increases talk time.
C. Active listening causes stress for support professionals.
D. Active listening decreases the number of incoming calls.

Back 25

A. Active listening improves the quality of incident analysis.

Front 26

26 A customers calls because she is having trouble accessing the Internet. The customer is angry that this incident keeps recurring and begins to complain about the network team. What is your best way to respond to the customer?
A. Ask the customer to document all previous interactions.
B. Empathize with the customer before addressing the incident.
C. Ask the customer to complete a customer satisfaction survey.
D. Agree that the network team is not doing a good job.

Back 26

B. Empathize with the customer before addressing the incident.

Front 27

27 What is the best way to match a customer’s communication style?
A. Make the customer feel like your friend.
B. Mimic the customer’s accent.
C. Talk in the same volume as the customer.
D. Use the same level of terminology as the customer.

Back 27

D. Use the same level of terminology as the customer.

Front 28

28 When is it most appropriate to escalate incidents to a supervisor?
A. Escalate an incident if the customer starts to complain about the support center.
B. Escalate an incident if the incident has a high business or financial impact.
C. Escalate an incident if the customer has never received support before.
D. Escalate an incident if the support center is too busy to handle the call.

Back 28

B. Escalate an incident if the incident has a high business or financial impact.

Front 29

29 What is the best description of a team?
A. A team is a forum for creativity and self expression.
B. A team is a group of people working as one.
C. A team is a group of strong personalities.
D. A team is an open, honest environment.

Back 29

B. A team is a group of people working as one.

Front 30

30 What is the most likely benefit of asking closed-ended questions?
A. Asking closed-ended questions allows you to gather call history information.
B. Asking closed-ended questions allows you to get a detailed incident description.
C. Asking closed-ended questions allows you to maintain control of the call.
D. Asking closed-ended questions allows you to understand the customer’s environment.

Back 30

C. Asking closed-ended questions allows you to maintain control of the call.