HDI Customer Service Representative Practice Test Answers

HDI Certification - HDI Customer Service Representative Practice Test Answers

1. How can you adapt to your customer‘s competency level?
	b. Mirror the customer's vocabulary and communication style.

2. What is an important reason for you to effectively manage contacts?
	c. Improves overall customer satisfaction.

3. What is the support center responsible for?
	c. Providing quality support and following organization guidelines.

4. What is a good practice when communicating with a customer from another culture?
	c. Repeat what the customer tells you in your own words.

5. What should you do if a customer becomes angry or defensive?
	d. Recognize that these are common customer feelings.

6. What is the most likely result of customers having to wait longer than expected before their calls are answered?
	a. High customer frustration.

7. What is a reason for having security policies in the service and support center?
	d. Security policies protect the company and its customers.

8. What method of delivering support involves a technician visiting the customer's location?
	a. Desktop.

9. What is an important benefit of teamwork in the support center?
	a. Better communication.

10. What should you AVOID doing when dealing with customers on the phone?
	b. Carrying on another conversation.

11. What can cause work-related stress?
	b. Feeling out of control.

12. What is a characteristic of a successful team?
	d. A willingness to help and defend one another.

13. What is a characteristic of an effective leader?
	c. Displays integrity and behaves ethically.

14. What is the appropriate response if you do NOT know the answer to a customer's question?
	c. Take ownership and find out what the answer is.

15. What is a best practice to follow when documenting incidents?
	b. Use correct punctuation, spelling, and grammar.

16. What method is used by customer service representatives to build rapport with customers?
	d. Using their name

17. What is an effective way for a customer service representative to stay informed about the industry?
	a. Attend courses and seminars.

18. What is a good practice to help you identify the competency level of a customer?
	d. Start off by asking open-ended questions.

19. What data should always be kept confidential in the service and support center?
	b. Customers' personal information.

20. What is NOT a recommended technique for managing stress?
	c. Take a long lunch and leave early

21. What is a key benefit of active listening?
	b. Improves accuracy and reduces resolution time.

22. A customer contacts the service and support center to report an unexpected shutdown for the third time this week while working on
	an important document. It sounds like the customer may be on the verge of crying. What action should you take?
	b. Empathize with the customer first and then describe what you are going to do next.

23.What is a request?
	c. inquiry from a customer for information, advice, or access.

24. What is an important reason for a customer service representative to follow company policies?
	d. Protect the organization from legal liabilities.

25. What can be a barrier to effective communication with a customer?
	a. The customer's competency level.
	b. The customer's geographical location.
	c. The customer's position with the company.
	d. The customer's time with the company.

26. A customer contacts service and support about recurring trouble accessing the internet. The customer is angry that the issue keeps
	recurring and begins to complain about the network team. What is your best course of action customer's needs?
	b. Empathize with the customer before addressing the problem.

27. What is a good example of correct documentation?
	a. Avoid abbreviations and acronyms.

28. What action can you take to help you manage customers more effectively?
	a. Search the knowledge base.
	b. Paraphrase to clarification the issue.
	c. Speak quickly for greater efficiency.
	d. Sympathize with the customer.

29. Which message follows best practices for responding to a customer's e-mail?
	a. Thank you for your inquiry. A representative will respond within 4 hours.

30. What is a best practice to follow when writing an e-mail to a customer?
	b. Review messages before sending them.

31. What metric measures the percentage of contacts that terminate before answered?
	a. Abandonment rate

32. Which is an activity in the incident management process?
	a. Classifying incidents.

33. What is a purpose of an organizational policy?
	d. Set expectations related to behavior.

34. How can you adapt to your customer's competency level?
	b. Mirror the customer's vocabulary and communication style.

35. What is something that is defined within an organizational policy?
	a. Expectations for and limitations on behavior in the workplace.
	b. How to set the priority level for an incident or service request.
	c. Responsibilities of the customer and the support center.
	d. Standard operating procedures for the support center.

36. What is a responsibility of a customer service representative?
	c. Representing the support center in a professional manner.

37. What are some common quality assurance practices followed by a service and support center?
	a. Developing support center agreements.
	b. Documenting steps for handling irate customers
	c. Email, chat, incident, and phone call monitoring.
	d. Sharing procedures for solving complex issues.

38. What is the description of an incident?
	a. A normal part of the operation of a service or product that is addressed by the support center.
	b. A request for a service or product that must be handled with assisted service.
	c. An improvement on the normal operation of a service or product.
	d.An occurrence that is not part of the normal operation of a service or product.

39. How can a support center analyst behave in an ethical manner?
	c. Provide the same level of service to all customers.

40. What is a good way to use silent time during a call?
	a. Build a rapport with the customer.

41.What should NOT be used when documenting incidents?
	a. Acronyms

42. Which is an example of emotional intelligence?
	b. Self-awareness

43. Why should all incidents be logged in the incident management system?
	a. To create an audit trail of interactions with customers.

44. What is paraphrasing?
	a. Documenting everything the customer said to you in his exact words.
	b. Repeating everything you say to the customer twice during the visit.
	c. Using the customer's words to repeat back to him what he said to you.
	d. Using your own words to repeat to the customer what he said to you.

45. What is an important objective of incident management?
	c. Minimize the impact of interruptions to the business.

46. What metric measures the amount of time it takes the support center to answer a contact?
	b. Average response time

47. Why is documentation of support center processes and procedures important?
	a. Encourage adherence to policies.
	b. Give support personnel more power.
	c. It is a best practice within IT.
	d. It is required for certification.