Help Desk Certification
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.
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.
c.
Download the 'recover text from any file1 option.
d. Open
the free Microsoft Word viewer.
e. None
of the above
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.
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
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
c.
$2400
d.
$2100
e. None
of the above
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.
c.
Longer work breaks.
d. Less
pay for less time in the office.
e.
Fewer supervisors and more like-minded colleagues.
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.
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.
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 counter at the local museum.
d. The
receptionist at a dentist surgery.
e. a
and c
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
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.
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.
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.
c.
Password protect the document.
d.
Paste the contents of the document into the e-mail.
e. Use
the export document feature in Word.
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
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
e.
Customers and callers.
Which
sections of the population at a university would a helpdesk ideally serve?
a. Just
undergraduate and postgraduate students.
b.
Policemen, detectives, firemen, doctors.
c.
Alumni, students, staff, faculty, administrators etc.
d. b
and c
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.
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
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.
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.
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
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.
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
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
e. None
of the above
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
e. None
of the above
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.
e. None
of the above
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
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%
e. None
of the above
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
d.
Microsoft Word
e.
Microsoft PowerPoint
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.
d.
Answer the phone quickly, and refer callers to somebody else the moment you get
stuck dealing with them.
e.
First thought, best thought.
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
e. All
of the above
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
b.
False
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.
c. All
the best features of the product.
d. The
shooting sales of the product
Which
of the following are important when dealing with a helpdesk customer over the
telephone?
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
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
d.
Process calls
e.
Pipeline calls
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
e. a
and b
Which
of the following are the most helpful initial questions to ask a caller whose
printer is not working?
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
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.
d. None
of the above
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.
c.
Up-to-date knowledge of new computer technology.
d.
Ability to keep good records, and accounting skills.
e. All
of the above
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
e. a
and b
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
e. a
and b
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
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.
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.
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
d.
Windows Mapper
e.
Mozilla Firefox
Which
of these terms refers to the average time that an executive spends actually talking
to a customer on the phone?
a.
Average Response Time (ART)
b.
Average Interaction Period (AlP)
c.
Average Voice Stage (AVS)
d.
Average Talk Time (ATT)
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
e. a
and b