HDI-CSR -Customer Service
Representative- Practice Test- Solved
A customer 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? - ANSWER-Empathize with the
customer before addressing the incident.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question 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? - ANSWER-Allow the
customer to vent.
A serious incident has occurred. The solution team assigned to the incident is unable to
resolve it within the agreed-upon time frame. The incident is escalated to the incident
manager. What type of escalation is this? - ANSWER-Hierarchical Escalation
A talkative customer can result in extended call times. What is the best practice for
disengaging from a customer? - ANSWER-Recap the customer's actions.
An emotional hi-jack occurs when? - ANSWER-There is a perceived threat, whether it is
real or imagined, from a situation or person.
If a customer ask, "How do I start this application?" what level is S/he at? - ANSWER-
Conscious Incompetence
If a customer does some troubleshooting and even looks into documentation before
they call, what level are they? - ANSWER-Unconscious Competence
If the customer briefly describes his/her problem and then tells you what the fix should
be, what level is S/he at? - ANSWER-Conscious Competence
If the customer is apologetic and seems very concerned about how you will respond to
their question, what competency level is S/he at? - ANSWER-Unconscious
Incompetence
Recognizing that a customer's psychological needs must be met when resolving
incidents is called? - ANSWER-Customer Call Differentiating
What action should be "AVOIDED" when helping a customer on the phone? -
ANSWER-Requesting that the customer repeat documented information.
, What action should be avoided when documenting incidents? - ANSWER-Recording
customer emotions.
What are the benefits of using cross-selling and up-selling techniques? - ANSWER-An
increase in sales volume and customer loyalty.
What are the Four Customer Competency levels? - ANSWER-Unconscious
Incompetence
Conscious Incompetence
Conscious Competence
Unconscious Competence
What are three major components of Emotional Intelligence? - ANSWER-Self-
Awareness
Emotional Management of Self of Others
Emotional Connection
What information should be documented for every case or incident? - ANSWER-All
information pertaining to attempted and successful resolutions.
What is a best practice for building positive working relationships with others groups in
the support center? - ANSWER-Share your knowledge and expertise.
What is a best practice for documenting cases or incidents? - ANSWER-Use correct
punctuation.
What is a best practice for obtaining assistance when supporting a customer whose
primary language is different than yours? - ANSWER-Obtain assistance when
frustration levels are increasing.
What is a best practice to follow when closing a customer case? - ANSWER-Send the
customer a written confirmation of the customer case closure through e-mail.
What is a procedure? - ANSWER-A procedure is a documented set of steps required to
produce a desired result.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
What is Customer Competency? - ANSWER-The customer's ability to understand and
perform a task.
What is Quality Assurance? - ANSWER-A systematic way of ensuring that all the
activities necessary to design, develop, and implement services that satisfy the
requirements of the organization and of customers take place as planned.
Representative- Practice Test- Solved
A customer 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? - ANSWER-Empathize with the
customer before addressing the incident.
A customer with an important presentation to give in one-hour is upset because a
document will not print. You ask the customer question 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? - ANSWER-Allow the
customer to vent.
A serious incident has occurred. The solution team assigned to the incident is unable to
resolve it within the agreed-upon time frame. The incident is escalated to the incident
manager. What type of escalation is this? - ANSWER-Hierarchical Escalation
A talkative customer can result in extended call times. What is the best practice for
disengaging from a customer? - ANSWER-Recap the customer's actions.
An emotional hi-jack occurs when? - ANSWER-There is a perceived threat, whether it is
real or imagined, from a situation or person.
If a customer ask, "How do I start this application?" what level is S/he at? - ANSWER-
Conscious Incompetence
If a customer does some troubleshooting and even looks into documentation before
they call, what level are they? - ANSWER-Unconscious Competence
If the customer briefly describes his/her problem and then tells you what the fix should
be, what level is S/he at? - ANSWER-Conscious Competence
If the customer is apologetic and seems very concerned about how you will respond to
their question, what competency level is S/he at? - ANSWER-Unconscious
Incompetence
Recognizing that a customer's psychological needs must be met when resolving
incidents is called? - ANSWER-Customer Call Differentiating
What action should be "AVOIDED" when helping a customer on the phone? -
ANSWER-Requesting that the customer repeat documented information.
, What action should be avoided when documenting incidents? - ANSWER-Recording
customer emotions.
What are the benefits of using cross-selling and up-selling techniques? - ANSWER-An
increase in sales volume and customer loyalty.
What are the Four Customer Competency levels? - ANSWER-Unconscious
Incompetence
Conscious Incompetence
Conscious Competence
Unconscious Competence
What are three major components of Emotional Intelligence? - ANSWER-Self-
Awareness
Emotional Management of Self of Others
Emotional Connection
What information should be documented for every case or incident? - ANSWER-All
information pertaining to attempted and successful resolutions.
What is a best practice for building positive working relationships with others groups in
the support center? - ANSWER-Share your knowledge and expertise.
What is a best practice for documenting cases or incidents? - ANSWER-Use correct
punctuation.
What is a best practice for obtaining assistance when supporting a customer whose
primary language is different than yours? - ANSWER-Obtain assistance when
frustration levels are increasing.
What is a best practice to follow when closing a customer case? - ANSWER-Send the
customer a written confirmation of the customer case closure through e-mail.
What is a procedure? - ANSWER-A procedure is a documented set of steps required to
produce a desired result.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
What is Customer Competency? - ANSWER-The customer's ability to understand and
perform a task.
What is Quality Assurance? - ANSWER-A systematic way of ensuring that all the
activities necessary to design, develop, and implement services that satisfy the
requirements of the organization and of customers take place as planned.
