HDI-CSR (Customer Service
Representative) Practice Test
questions and answers
Recognizing that a customer's psychological needs must be met when resolving incidents is
called? - correct answer ✔✔ Customer Call Differentiating
What is the best way to minimize conflict with a customer? - correct answer ✔✔ Remain
friendly towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging
from a customer? - correct answer ✔✔ Recap the customer's actions.
Which situation is most appropriate for an escalation? - correct answer ✔✔ You have exhausted
all available resources.
What is the best way to handle calls related to non-supported items? - correct answer ✔✔
Advise the customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? - correct answer
✔✔ Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - correct answer ✔✔ Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in the
support center? - correct answer ✔✔ Share your knowledge and expertise.
, What is the best reason for matching the communication style of your customer? - correct
answer ✔✔ Matching the communication style of your customer increases customer
satisfaction.
What is the best reason for demonstrating confidence? - correct answer ✔✔ Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - correct answer ✔✔ Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use silent
time? - correct answer ✔✔ Review the call history.
What information should be documented for every case or incident? - correct answer ✔✔ All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - correct answer ✔✔ Logging incidents
provides information that can be reused.
What is the most likely benefit of recording all incidents? - correct answer ✔✔ Recording all
incidents allows the support center to be proactive.
You have just received a customer call, but there are other team members laughing and joking
in your area. What is the best course of action? - correct answer ✔✔ Ask your team members
to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? - correct answer ✔✔
Security policies protect the company and its customers.
Representative) Practice Test
questions and answers
Recognizing that a customer's psychological needs must be met when resolving incidents is
called? - correct answer ✔✔ Customer Call Differentiating
What is the best way to minimize conflict with a customer? - correct answer ✔✔ Remain
friendly towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging
from a customer? - correct answer ✔✔ Recap the customer's actions.
Which situation is most appropriate for an escalation? - correct answer ✔✔ You have exhausted
all available resources.
What is the best way to handle calls related to non-supported items? - correct answer ✔✔
Advise the customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? - correct answer
✔✔ Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - correct answer ✔✔ Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in the
support center? - correct answer ✔✔ Share your knowledge and expertise.
, What is the best reason for matching the communication style of your customer? - correct
answer ✔✔ Matching the communication style of your customer increases customer
satisfaction.
What is the best reason for demonstrating confidence? - correct answer ✔✔ Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - correct answer ✔✔ Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
You have asked a customer to reboot his or her computer. What is the best way to use silent
time? - correct answer ✔✔ Review the call history.
What information should be documented for every case or incident? - correct answer ✔✔ All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - correct answer ✔✔ Logging incidents
provides information that can be reused.
What is the most likely benefit of recording all incidents? - correct answer ✔✔ Recording all
incidents allows the support center to be proactive.
You have just received a customer call, but there are other team members laughing and joking
in your area. What is the best course of action? - correct answer ✔✔ Ask your team members
to please quiet down before answering the phone.
What is the best reason for having security policies in the support center? - correct answer ✔✔
Security policies protect the company and its customers.
