HDI-CSR (Customer Service
Representative) Practice Test
Questions and Answers
What is a best practice for obtaining assistance when supporting a customer whose primary
language is different than yours? - ANSWERS -Obtain assistance when frustration levels are
increasing.
What percentage of customer satisfaction consists of meeting the customer's psychological
needs? - ANSWERS -Seventy-five percent (75%) of customer satisfaction consists of meeting the
customer's psychological needs.
What percentage of customer satisfaction consists of meeting the customer's business needs
and providing service and support? - ANSWERS -Only Twenty-five percent (25%) of customer
satisfaction consists of meeting the customer's business needs and providing service and
support.
What is a procedure? - ANSWERS -A procedure is a documented set of steps required to
produce a desired result.
What is the best way to minimize conflict with a customer? - ANSWERS -Remain friendly
towards the customer.
Which situation is most appropriate for an escalation? - ANSWERS -You have exhausted all
available resources.
What is the best reason for matching the communication style of your customer? - ANSWERS -
Matching the communication style of your customer increases customer satisfaction.
Representative) Practice Test
Questions and Answers
What is a best practice for obtaining assistance when supporting a customer whose primary
language is different than yours? - ANSWERS -Obtain assistance when frustration levels are
increasing.
What percentage of customer satisfaction consists of meeting the customer's psychological
needs? - ANSWERS -Seventy-five percent (75%) of customer satisfaction consists of meeting the
customer's psychological needs.
What percentage of customer satisfaction consists of meeting the customer's business needs
and providing service and support? - ANSWERS -Only Twenty-five percent (25%) of customer
satisfaction consists of meeting the customer's business needs and providing service and
support.
What is a procedure? - ANSWERS -A procedure is a documented set of steps required to
produce a desired result.
What is the best way to minimize conflict with a customer? - ANSWERS -Remain friendly
towards the customer.
Which situation is most appropriate for an escalation? - ANSWERS -You have exhausted all
available resources.
What is the best reason for matching the communication style of your customer? - ANSWERS -
Matching the communication style of your customer increases customer satisfaction.
