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HDI Help Desk Analyst (HDA) Sample Questions:

1. What is deductive reasoning?

A) Reasoning based on analysis and experience
B) Reasoning based on experience and intuition
C) Reasoning based on intuition and process of elimination
D) Reasoning based on logic and analysis

2. Which two techniques are used to match a caller's style? (Choose two.)

A) Paraphrasing
B) Vocabulary
C) Restating
D) Style

3. What are three techniques of active listening? (choose three)

A) Concentrating
B) Researching the problem
C) Taking notes
D) Acknowledging the customer

4. You finish a call with an irate customer, but you know the customer is not 100% satisfied with the resolution. What should you do next?

A) E-mail an apology to the customer
B) Wait and see if the customer calls back
C) Instruct another analyst to conduct follow-up
D) Notify you manager of the situation

5. Which three techniques describe basic creative thinking? (choose three)

A) Talking the complex approach
B) Looking beyond the evident
C) Changing your perspective
D) Developing alternatives

Solutions: