HDI PRACTICE TEST QUESTIONS WITH
CORRECT ANSWERS
Why is it important to recognize a customers psychological needs when resolving
incidents? - Correct Answers -Unresolved psychological issues can have a negative
affect on the resolution.
A talkative customer can result in extended call times. What is a best practice for
disengaging from a customer? - Correct Answers -Recap the customers actions
Which situation is most appropriate for escalation? - Correct Answers -You have
exhausted all available resources
What is the best way to handle requests that are not supported? - Correct Answers -
Advise the customer of other means for getting assistance
Identify options used for language assistance. - Correct Answers -> Translation
applications or services (web-based translation tools or PC tools)
> An interpreter (Other support center staff, other people at the customer's site or at the
support center who have an understanding of the language)
Explain when to obtain assistance when supporting a customer whose primary
language is different than your own. - Correct Answers -> Frustration levels are
increasing
> There is little or no understanding between you and the customer
> The words the customer is using do not seem logical
Explain why Emotional Intelligence is important to the role of a support center analyst. -
Correct Answers -> It is important to understand a customer's emotional need as well as
their business need
> It makes one more aware of their own reactions and how it impacts the quality of the
relationship between them and customers, peers, and management
> It is important to understand how people work
What is the most important reason for providing status updates to customers? - Correct
Answers -Customers need to know when they can get back to work.
, What is the best practice for documenting incidents? - Correct Answers -Use correct
punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - Correct Answers -Share your knowledge.
What is a key benefit of remote control tools? - Correct Answers -Decreases the support
resources required to store the service.
What is the best reason for demonstrating confidence during a call? - Correct Answers -
Puts you in control of the conservation.
What is the best description of paraphrasing? - Correct Answers -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
your silent time? - Correct Answers -Review the call history.
What information should be documented for every incident? - Correct Answers -All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - Correct Answers -Provides
information that can be reused
What is most likely benefit of logging all incidents? - Correct Answers -It allows the
support center to be proactive.
You have just received a customer call, but there are other team members laughing and
joking around in your area. What is your best course of action? - Correct Answers -Ask
your team members to please quiet down before answering the phone.
What is the best reason for having security policies in the service and support center -
Correct Answers -They protect the company and it's customers
What is the best example of active listening? - Correct Answers -Taking notes while you
talk to the customer and going back to them
What is an objective of service management systems? - Correct Answers -Automate
processes across the organization to improve value of services.
What is the best reason for empathizing with the customers? - Correct Answers -
Empathizing with the customer lets the customer know that you understand how he or
she feels.
What action should be *AVOIDED* when documenting incidents? - Correct Answers -
Recording the customers emotions
CORRECT ANSWERS
Why is it important to recognize a customers psychological needs when resolving
incidents? - Correct Answers -Unresolved psychological issues can have a negative
affect on the resolution.
A talkative customer can result in extended call times. What is a best practice for
disengaging from a customer? - Correct Answers -Recap the customers actions
Which situation is most appropriate for escalation? - Correct Answers -You have
exhausted all available resources
What is the best way to handle requests that are not supported? - Correct Answers -
Advise the customer of other means for getting assistance
Identify options used for language assistance. - Correct Answers -> Translation
applications or services (web-based translation tools or PC tools)
> An interpreter (Other support center staff, other people at the customer's site or at the
support center who have an understanding of the language)
Explain when to obtain assistance when supporting a customer whose primary
language is different than your own. - Correct Answers -> Frustration levels are
increasing
> There is little or no understanding between you and the customer
> The words the customer is using do not seem logical
Explain why Emotional Intelligence is important to the role of a support center analyst. -
Correct Answers -> It is important to understand a customer's emotional need as well as
their business need
> It makes one more aware of their own reactions and how it impacts the quality of the
relationship between them and customers, peers, and management
> It is important to understand how people work
What is the most important reason for providing status updates to customers? - Correct
Answers -Customers need to know when they can get back to work.
, What is the best practice for documenting incidents? - Correct Answers -Use correct
punctuation.
What is best practice for building positive working relationships with other groups in the
support center? - Correct Answers -Share your knowledge.
What is a key benefit of remote control tools? - Correct Answers -Decreases the support
resources required to store the service.
What is the best reason for demonstrating confidence during a call? - Correct Answers -
Puts you in control of the conservation.
What is the best description of paraphrasing? - Correct Answers -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
your silent time? - Correct Answers -Review the call history.
What information should be documented for every incident? - Correct Answers -All
information pertaining to attempted and successful resolutions.
What is the best reason for logging all incidents? - Correct Answers -Provides
information that can be reused
What is most likely benefit of logging all incidents? - Correct Answers -It allows the
support center to be proactive.
You have just received a customer call, but there are other team members laughing and
joking around in your area. What is your best course of action? - Correct Answers -Ask
your team members to please quiet down before answering the phone.
What is the best reason for having security policies in the service and support center -
Correct Answers -They protect the company and it's customers
What is the best example of active listening? - Correct Answers -Taking notes while you
talk to the customer and going back to them
What is an objective of service management systems? - Correct Answers -Automate
processes across the organization to improve value of services.
What is the best reason for empathizing with the customers? - Correct Answers -
Empathizing with the customer lets the customer know that you understand how he or
she feels.
What action should be *AVOIDED* when documenting incidents? - Correct Answers -
Recording the customers emotions
