CSR-HDI (Customer Service
Representative) Practice Test
Questions and Answers7
What is a procedure? - ANSWERS -A procedure is a documented set of steps required to
produce a desired result.
What is Quality Assurance? - ANSWERS -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.
What are three major components of Emotional Intelligence? - ANSWERS -Self-Awareness
Emotional Management of Self of Others
Emotional Connection
An emotional hi-jack occurs when? - ANSWERS -There is a perceived threat, whether it is real or
imagined, from a situation or person.
What is Total contact ownership? - ANSWERS -A best practice procedure that dictates that the
customer service representative who takes the initial customer service request or incident will
continue to work on the request and follow up with the customer until that issue is resolved to
the customer's satisfaction.
What is the primary reason for implementing total contact ownership? - ANSWERS -To ensure
customer service satisfaction and the ability to deliver on promised service levels.
What are the benefits of using cross-selling and up-selling techniques? - ANSWERS -An increase
in sales volume and customer loyalty.
, 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? - ANSWERS -Hierarchical Escalation
Recognizing that a customer's psychological needs must be met when resolving incidents is
called? - ANSWERS -Customer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSWERS -Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging
from a customer? - ANSWERS -Recap the customer's actions.
Which situation is most appropriate for an escalation? - ANSWERS -You have exhausted all
available resources.
What is the best way to handle calls related to non-supported items? - ANSWERS -Advise the
customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? - ANSWERS -
Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSWERS -Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in the
support center? - ANSWERS -Share your knowledge and expertise.
Representative) Practice Test
Questions and Answers7
What is a procedure? - ANSWERS -A procedure is a documented set of steps required to
produce a desired result.
What is Quality Assurance? - ANSWERS -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.
What are three major components of Emotional Intelligence? - ANSWERS -Self-Awareness
Emotional Management of Self of Others
Emotional Connection
An emotional hi-jack occurs when? - ANSWERS -There is a perceived threat, whether it is real or
imagined, from a situation or person.
What is Total contact ownership? - ANSWERS -A best practice procedure that dictates that the
customer service representative who takes the initial customer service request or incident will
continue to work on the request and follow up with the customer until that issue is resolved to
the customer's satisfaction.
What is the primary reason for implementing total contact ownership? - ANSWERS -To ensure
customer service satisfaction and the ability to deliver on promised service levels.
What are the benefits of using cross-selling and up-selling techniques? - ANSWERS -An increase
in sales volume and customer loyalty.
, 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? - ANSWERS -Hierarchical Escalation
Recognizing that a customer's psychological needs must be met when resolving incidents is
called? - ANSWERS -Customer Call Differentiating
What is the best way to minimize conflict with a customer? - ANSWERS -Remain friendly
towards the customer.
A talkative customer can result in extended call times. What is the best practice for disengaging
from a customer? - ANSWERS -Recap the customer's actions.
Which situation is most appropriate for an escalation? - ANSWERS -You have exhausted all
available resources.
What is the best way to handle calls related to non-supported items? - ANSWERS -Advise the
customer of other means of getting assistance.
What is the most important reason for providing status updates to customers? - ANSWERS -
Customers need to know when they can get back to work.
What is a best practice for documenting cases or incidents? - ANSWERS -Use correct
punctuation.
What is a best practice for building positive working relationships with others groups in the
support center? - ANSWERS -Share your knowledge and expertise.
