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 served
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
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
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 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
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.
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 phoned?
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
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