Help Desk certification
Question: 1
What is an ‘online trouble
ticket system’?
a. An online
system whereby customers are placed in a waiting order before their 'ticket' is
the next in line and their call can be dealt with. (Answer)
b. The same as a) but always
involving a log-in system so callers can check on their status; otherwise tt is
not a true 'trouble ticket system.'
c. A system whereby customers
e-mail their question and ft is answered on a random basis.
d. A lottery machine that
customers can use while they wait for their complaint to be addressed.
e. A system of buying tickets
to purchase discounted software.
How can a Microsoft Word user
read files created in the later versions of the same software — something that
occurs countless times between various versions of Word?
a. Open as a text file.
b. Open the
document in RTF. (Answer)
c. Download the 'recover text
from any file1 option.
d. Open the free Microsoft
Word viewer.
e. None of the above
Question: 3
What is the possible danger
of hiring a highly technical person with limited interpersonal skills to work
on a helpdesk?
a. No real danger — a
technical person always has good interpersonal skills.
b. They may
be patronizing about errors they see as very minor. (Answer)
c. it may be more difficult
to work alongside them in the office due to their limited interpersonal skills.
d. They may not come to work
as technical people are often lazy.
e. b and c
Question: 4
You are handling calls for a
travel agency which wants to promote family tours. The price is $500 per adult,
with a 20% discount for children and a 40% discount for senior citizens. A 10%
tax is applicable to each of these. What is the travel cost for a family of 5
consisting of 2 adults, 2 children and 1 senior citizen?
a. $2000
b. $2310
(Answer)
c. $2400
d. $2100
e. None of the above
Question: 5
Which of the following might
be deemed good service additions to a helpdesk system that didn't already have
them?
a. More expensive
workstations.
b.
IM,java-type help with online trouble ticketing, call waiting. (Answer)
c. Longer work breaks.
d. Less pay for less time in
the office.
e. Fewer supervisors and more
like-minded colleagues.
Question: 6
What does 'mark-up' mean in
sales terminology?
a. A study of the product's
strengths and weaknesses.
b. The
margin that a selling company adds to the cost of a product while selling.
(Answer)
c. A reduction in profits due
to an increase in the cost of production.
d. A hike in the price of the
product to achieve better profits.
Question: 7
Which of the following would
you categorize as a help desk operation?
a. A single point of contact
in the Company for answering customer complaints and requests.
b. The reservation booking
office at the local travel agent.
c. The enquiry counters at the
local museum.
d. The receptionist at a
dentist surgery.
e. a and c
(Answer)
Question: 8
Which of the following is the
most important first impression to make on a caller?
a. That you understand their
concern and sympathize with their frustration.
b. That it may take awhile,
and involve temporarily being placed on hold, but you will deal with their
concern shortly.
c. That you have an idea
about what could be wrong, and that you will find a solution one way or
another.
d. That you can help solve
the problem when your manager or supervisor returns.
e. a and c
(Answer)
Question: 9
Having learned a significant
amount of helpdesk terminology, which of the following do you see as
essentially the role of the helpdesk operator?
a. Solving
problems and seeking customer satisfaction. (Answer)
b. Increasing the salaries of
all who work at the company represented by the helpdesk.
c. Slightly intimidating
callers so that they seek their own solutions to problems.
d. Deciding when and when not
to help the callers, as due to necessary priorities, some callers cannot be
helped at all.
Question: 10
You are required to send a
Word document to your branch office bye-mail. What would you do to ensure that
the document reaches the branch office in the same format?
a. Ask the branch office to
install the same version of Word.
b. Send the
document as an e-mail attachment. (Answer)
c. Password protect the
document.
d. Paste the contents of the
document into the e-mail.
e. Use the export document
feature in Word.
Question: 11
Which of the following are
significant skills when hiring helpdesk staff?
a. Whether they can make tea
or coffee for other staff.
b. How well travelled they
are in the world.
c. How polite and helpful
they can be on the telephone.
d. Previous Help Desk experience,
with references, in the same industry.
e. c and d
(Answer)
Question: 12
Which of the following could
benefit professionally from a helpdesk training course?
a. IT helpdesk agents
b. Technical support
representatives and engineers
c. Field engineers
d. a, b and
c (Answer)
e. Customers and callers.
Question: 13
Which sections of the
population at a university would a helpdesk ideally served?
a. Just undergraduate and
postgraduate students.
b. Policemen, detectives,
firemen, doctors.
c. Alumni,
students, staff, faculty, administrators etc. (Answer)
d. b and c
Question: 14
Which of the following are
crucial when helping a helpdesk customer?
a. What you are weaning to
work that day.
b. Whether or not the
customer makes additional purchases with the company.
c. Whether
or not you are addressing the customer's concerns. (Answer)
d. Whether or not you are
using the customer's full name (unless you have been permitted by him to use
his first name).
e. c and d
Question: 15
You are asked to make a call
to all the distributors of your company's product to apprise them of a new
pricing offer. The first call you make connects you to the answering machine.
What would be the most appropriate message for you to record?
a. Hello, I am Steve calling
from A1 Marketing. Please get back to me at my office numbers as soon as
possible. Thanks.
b. Hello, I am Steve calling
from A1 Marketing. I called you at 1:00 pm to let you know that we are
announcing a new pricing offer. Please get back to me at my office numbers as
soon as possible. Thanks.
c. Hello, I
am Steve calling from A1 Marketing. I called to let you know that we are
announcing a new pricing offer. Please get back to me at my office numbers as
soon as possible. Thanks. (Answer)
d. Hello, I am Steve calling
from A1 Marketing. I called you at 1:00 pm. Please get back to me at my office
numbers as soon as possible. Thanks.
Question: 16
Which of the following
monitor the service level performance in terms of caller information?
a. Number of calls received.
b. Number of calls
transferred.
c. Number of calls dropped.
d. Number of calls held
waiting for given periods of time.
e. All of
the above (Answer)
Question: 17
A business employee calls the
help desk of an internet service provider to report that his internet speed is
below the promised speed. Which of the following tasks should be done first?
a. Logging
the call. (Answer)
b. Asking the customer what
speed he is getting.
c. Asking the employee for a
proof that he is a valid customer.
d. Suggesting an immediate
remedy such as rebooting the computer.
e. None of the above
Question: 18
Your company requires you to
print offer letters to existing customers through the printer attached to your
computer. The letters must be printed along with the address labels. Which of the
following will you use to speed up the job?
a. Spreadsheet Software
b. Database Software
c. Word Processor Software
d. Mail
Merge Software (Answer)
e. None of the above
Question: 19
What is the disadvantage of
asking a customer phoning the helpdesk with a computer complaint questions with
'yes' or 'no' answers?
a. Nothing: 'yes' and 'no'
answers will lead you to the solution eventually.
b. They do not get to the
root of the problem but work as a process of elimination which can be too slow.
c. It would be better to ask
the customer to describe what they were doing when the error occurred and the
specifics of the problem.
d. b and c
(Answer)
e. None of the above
Question: 20
What does the 'drop rate' on
calls refer to?
a. The number of calls that
falls below a certain level over a given period of time.
b. The number of calls to the
helpdesk that are wrong numbers.
c. The number of calls made
rather than received by the helpdesk.
d. The
number of calls cutoff between the caller and the helpdesk, often accidentally
by the helpdesk system. (Answer)
e. None of the above
Question: 21
Which of the following
statements are true about the Call Capture Rate (CCR)?
a. It is the percentage of
total calls handled by the call center.
b. It does not include calls
where customers hang up before reaching an agent.
c. I! is the percentage of
total calls that do not reach the agents.
d. It is the percentage of
total calls handled successfully by the call center.
e. a and b
(Answer)
Question: 22
A $50 product is being sold
at a discount of $20 in a clearance sale. What is the percentage of discount?
a. 5%
b. 20%
c. 25%
d. 40%
(Answer)
e. None of the above
Question: 23
Your office requires you to
compile a costing report comprising rows and columns of data along with totals
and averages of the columns. Which Software would you ideally use?
a. Microsoft Access
b. Adobe PhotoShop
c. Microsoft
Excel (Answer)
d. Microsoft Word
e. Microsoft PowerPoint
Question: 24
Which of the following is the
best helpdesk philosophy?
a. Think fast, leave early.
b. Save your best advice to
the end of the day in case there is a particularly aggressive caller, or
difficult problem.
c. Answer
the phone quickly, and resolve problems effectively without passing customers
around. (Answer)
d. Answer the phone quickly,
and refer callers to somebody else the moment you get stuck dealing with them.
e. First thought, best
thought.
Question: 25
Which of the following terms
describes the practice of letting the customer know what format your sales
conversation will take before you start your sales talk?
a. Conversation preview
b. Sign-posting
c. Pre-sales talk
d. Symbiotic
selling (Answer)
e. All of the above
Question: 26
State whether the following
statement is true or false:
The average length of a call
is the time required to process a customer call, from the initial receipt to
the final closure and does not include the off-phone time.
a. True (Answer)
b. False
Question: 27
While commencing a sales
campaign, you have been asked to talk only about the USP of the product you are
promoting through tele-calling. What will you tell the prospective clients?
a. How the competition is
gearing up to counter the huge popularity of the product.
b. The most
valuable unique advantage of the product. (Answer)
c. All the best features of
the product.
d. The shooting sales of the
product
Question: 28
Which of the following are
important when dealing with a helpdesk customer over the telephoned?
a. Being good at listening.
b. Developing a rapport by
matching the caller's tone, tempo, and word usage.
c. Having a pleasant
telephone voice.
d. "Placing" the
caller's complaint and "leading" them to a solution?
e. All of
the above (Answer)
Question: 29
What is the term used for the
incoming calls that are logged but not yet resolved?
a. Unresolved calls
b. Only logged calls
c. Open
calls (Answer)
d. Process calls
e. Pipeline calls
Question: 30
Question: 30
Which of the following does
the call cycle time include?
a. Closing the call, and call
logging.
b. Break times, lunch and
when the office is closed.
c. Diagnosing the problem,
and providing a solution to the problem.
d. a and c
(Answer)
e. a and b
Question: 31
Which of the following are
the most helpful initial questions to ask a caller whose printer is networking?
a. Are there other printers
connected to the computer, and is the current printer the default printer?
b. Are you sure it hasn't
already printed and the paper is on the floor somewhere?
c. Is the printer switched
on, ready, not jammed, contains paper and are all leads connected?
d. Perhaps you should
consider a new printer'? Do you know how little they cost now?
e. a and c (Answer)
Question: 32
Would you say that technical
skills are, on the whole, more important than interpersonal skills when running
a helpdesk?
a. No, interpersonal skills
always come first even if you can help the caller only in a limited way
technically.
b. Yes, politeness is
secondary to whether you can actually solve the caller's problem or not.
c.
Interpersonal and technical skills must work together — you must be able to
deal politely with a caller, and at the same time, have technical knowledge to
advise them proficiently too. (Answer)
d. None of the above
Question: 33
Which of the following are
useful additional technical skills for helpdesk workers?
a. Marketing, presentation,
and staff management skills.
b. General
knowledge of computer systems in terms of hardware as well as software in order
to advise the caller professionally. (Answer)
c. Up-to-date knowledge of
new computer technology.
d. Ability to keep good
records, and accounting skills.
e. All of the above
Question: 34
If you have to send a scanned
document to a client by e-mail, what should you
a. Send the picture as a
zipped file in the e-mail.
b. Fax it even if you've been
advised to e-mail it because their fax machine is not always working.
c. Send the
picture as an attachment with the e-mail. (Answer)
d. a and c
e. a and b
Question: 35
If you have to send a scanned
document to a client by e-mail, what should you
a. Send the picture as a
zipped file in the e-mail.
b. Fax it even if you've been
advised to e-mail it because their fax machine is not always working.
c. Send the picture as an
attachment with the e-mail.
d. a and c
(Answer)
e. a and b
Question: 36
Which of the following can
increase the chances of your computer becoming infected with a virus?
a. Leaving the computer on
all night.
b. Downloading games and
songs from the internet.
c. Using a PC more than a
month old.
d. Installing software from a
CD-Rom or thumb drive without knowing its origin.
e. b and d
(Answer)
Question: 37
Which of the following best
represents a lower level helpdesk operator?
a. DSL faults, problems
escalated from lower levels.
b. Difficult technical
problems, and annoyed. 'aggressive customers.
c. Offering
help with things like the dialer, email, DSL setup. (Answer)
d. Help with advising new
staff, especially as you become more experienced.
e. Possibly all of the above:
it depends on the circumstances of the specific helpdesk.
Question: 38
What is the name of the
in-built feature in Windows that allows you to browse through your files and
folders?
a. Internet Explorer
b. Windows Navigator
c. Windows
Explorer (Answer)
d. Windows Mapper
e. Mozilla Firefox
Question: 39
Which of these terms refers
to the average time that an executive spends actually talking to a customer on
the phoned?
a. Average Response Time
(ART)
b. Average Interaction Period
(AlP)
c. Average Voice Stage (AVS)
d. Average
Talk Time (ATT) (Answer)
Question: 40
Which of the following are
priorities when analyzing the efficiency of your helpdesk operations?
a. The complexity and age of
your IT systems, whether automated or operated by the staff.
b. Ensuring the office works
on a strict 9 to 5 basis.
c. Ongoing comprehensive
training to all levels of management and staff.
d. a and c
(Answer)
e. a and b
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