HDI-CSR (CUSTOMER SERVICE
REPRESENTATIVE) PRACTICE TEST
WITH CORRECT SOLUTIONS
What is the best way to minimize conflict with a customer? - ANSWER-Remain friendly
towards the customer.
Which situation is most appropriate for an escalation? - ANSWER-You have exhausted
all available resources.
What is the best reason for matching the communication style of your customer? -
ANSWER-Matching the communication style of your customer increases customer
satisfaction.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
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.
What is the best description of a team? - ANSWER-A team is a group of people working
as one unit.
What is the most likely benefit of asking closed-ended questions? - ANSWER-Asking
closed-ended questions allows you to obtain specific information.
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 the best reason for demonstrating confidence? - ANSWER-Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - ANSWER-Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
What is the best example of active listening? - ANSWER-Taking notes while you talk to
the customer.
What is the purpose of asking open-ended questions? - ANSWER-Open-ended
questions attempt to obtain elaboration or narrative.
REPRESENTATIVE) PRACTICE TEST
WITH CORRECT SOLUTIONS
What is the best way to minimize conflict with a customer? - ANSWER-Remain friendly
towards the customer.
Which situation is most appropriate for an escalation? - ANSWER-You have exhausted
all available resources.
What is the best reason for matching the communication style of your customer? -
ANSWER-Matching the communication style of your customer increases customer
satisfaction.
What is an important benefit of active listening? - ANSWER-Active listening improves
the quality of incident analysis.
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.
What is the best description of a team? - ANSWER-A team is a group of people working
as one unit.
What is the most likely benefit of asking closed-ended questions? - ANSWER-Asking
closed-ended questions allows you to obtain specific information.
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 the best reason for demonstrating confidence? - ANSWER-Demonstrating
confidence puts you in control of calls.
What is the best description of paraphrasing? - ANSWER-Paraphrasing is using your
own words to confirm your understanding of what the customer has said.
What is the best example of active listening? - ANSWER-Taking notes while you talk to
the customer.
What is the purpose of asking open-ended questions? - ANSWER-Open-ended
questions attempt to obtain elaboration or narrative.
