Here is the Test Answers of oDesk Help Desk Certification. Hope this test answers will help you to pass the test with great score.
A $50 product is being sold at a discount of $20 in a
clearance sale. What is the percentage of discount?
Ans: 40 %
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?
Ans: Asking the customer what speed he is
getting.
Having learned a significant amount of helpdesk
terminology, which of the following do you see as essentially the role of the
helpdesk operator?
Ans: Solving problems and seeking customer satisfaction
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?
Ans: Open the document in RTF.
If you have to send a scanned document to a client by
e-mail, what should you do?
Ans: Send the picture as an attachment with
the e-mail.
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.
Ans: True.
What does 'mark-up' mean in sales terminology?
Ans: The margin that a selling company adds
to the cost of a product while selling.
What does 'receiving a buying signal' from the
prospective client mean?
Ans: A comment from the client that
indicates that he is considering, to whatever extent, buying your product.
What does the 'drop rate' on calls refer to?
Ans: The number of calls cut off between the
caller and the helpdesk, often accidentally by the helpdesk system.
What is an 'online trouble ticket system'?
Ans: 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.
What is meant by 'Abandon Rate' in help desk
terminology?
Ans: The percentage of totals calls received
that are terminated before an acceptable solution or reply is given to the
caller.
What is the disadvantage of asking a customer phoning
the helpdesk with a computer complaint questions with 'yes' or 'no' answers?
Ans: It would be better to ask the customer
to describe what they were doing when the error occurred and the specifics of
the problem.
What is the name given to the process of assigning a
service request to a higher support level?
Ans: d)Escalation e) Handshake
What is the name of the in-built feature in Windows
that allows you to browse through your files and folders?
Ans: c) Windows Explorer d) Windows Mapper
What is the possible danger of hiring a highly
technical person with limited interpersonal skills to work on a helpdesk?
Ans:
e) b and c. b) They may be patronizing about errors they see as very minor.
e) b and c. 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.
What is the possible danger of hiring a highly
technical person with limited interpersonal skills to work on a helpdesk?
Ans: c) Open calls
Which of the following are crucial when helping a
helpdesk customer?
Ans: 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).
Which of the following are crucial when helping a
helpdesk customer?
Ans:
e) c and d. c) Asking the caller to check the basics i.e. whether the password is correct, the caps lock key “isn’t on” or the network cable isn’t unplugged.
e) c and d. c) Asking the caller to check the basics i.e. whether the password is correct, the caps lock key “isn’t on” or the network cable isn’t unplugged.
Which of the following are good questions to ask a
client who tells you 'My computer is not working'?
Ans:
e)a,c and d. a) What were you doing when the error started? And what is the exact error message?
e)a,c and d. a) What were you doing when the error started? And what is the exact error message?
c) Have you recently installed any software
or made any other changes?
d) Does it affect all machines or just
yours?
Which of the following are important when dealing with
a helpdesk customer over the telephone?
Ans: All of the above
Which of the following are priorities when analyzing
the efficiency of your helpdesk operations?
Ans:
e)a and c. a) The complexity and age of your IT system, whether automated or operated by the staff.
e)a and c. a) The complexity and age of your IT system, whether automated or operated by the staff.
c) Ongoing comprehensive training to all
levels of management and staff.
Which of the following are significant skills when
hiring helpdesk staff?
Ans:
e) c and d. c) How polite and helpful they can be on the telephone
e) c and d. c) How polite and helpful they can be on the telephone
d) Previous Help Desk experience, with
references, in the same industry.
Which of the following are the most helpful initial
questions to ask a caller whose printer is not working?
Ans:
e) a and c. a) Are there other printers connected to the computer, and is the current printer the default printer?
e) a and c. a) Are there other printers connected to the computer, and is the current printer the default printer?
c) Is the printer switched on, ready, not
jammed, contains paper and are all leads connected.
Which of the following are useful additional technical
skills for helpdesk workers?
Ans: General knowledge of computer systems
in terms of hardware as well as software in order to advise the caller
professionally.
Which of the following best represents a lower level
helpdesk operator?
Ans: b) Difficult technical problems, and
annoyed/aggressive customer.
c) Offering help with things like the
dialer, email, DSL setup.
Which of the following can increase the chances of your
computer becoming infected with a virus?
Ans:
e) b and d. b) Downloading games and songs from the internet.
e) b and d. b) Downloading games and songs from the internet.
d) Installing software from a CD-ROM or
thumb drive without knowing its origin.
Which of the following could benefit professionally
from a helpdesk training course?
Ans: b) Technical support representatives
and engineers
Which of the following does the call cycle time
include?
Ans:
d) a and c. a) Closing the call, and call logging
d) a and c. a) Closing the call, and call logging
c) Diagnosing the problem, and providing a
solution to the problem.
Which of the following e-mail etiquette styles do you
consider important?
Ans: b) Keep the e-mail very brief and to
the point
Which of the following is the best helpdesk
philosophy?
Ans: c) Answer the phone quickly, and resolve
problems effectively without passing customers around.
Which of the following is the most important first
impression to make on a caller?
Ans:
e) a and c. a) That you understand their concern and sympathize with their frustration.
e) a and c. a) That you understand their concern and sympathize with their frustration.
c) That you have an idea about what could be
wrong, and that you will find a solution one or another.
Which of the following might be deemed good service
additions to a helpdesk system that didn't already have them?
Ans: a) More expensive workstation
b) IM, java-type help with online trouble
ticketing, call waiting.
Which of the following monitor the service level
performance in terms of caller information?
Ans: e) All of the above.
Which of the following options best demonstrate a
helpdesk that is clearly functioning well and ready to help callers?
Ans: e) All of the above
Which of the following statements are true about the
Call Capture Rate (CCR)?
Ans:
e) a and b. a) It is the percentage of total calls handled by the call center.
e) a and b. 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.
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?
Ans: a) Conversation preview
d) Symbiotic selling
Which of the following would you categorize as a help
desk operation?
Ans: a and c. a) A single point of contact
in the Company for answering customer complaints and requests.
c) The enquiry counter at a dentist surgery
Which of these terms refers to the average time that
an executive spends actually talking to a customer on the phone?
Ans: d) Average Talk Time (ATT).
Which sections of the population at a university would
a helpdesk ideally serve?
Ans: b and c. b) Policeman, detectives, firemen, doctors
c) Alumni, Students, staff, faculty,
administrators etc
Which Software should be used to make a business
presentation with slides?
Ans: d) Microsoft PowerPoint.
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?
Ans: b) The most valuable unique advantage
of the product.
Would you say that technical skills are, on the whole,
more important than interpersonal skills when running a helpdesk?
Ans: c) Interpersonal and technical skills
must work together---you must be able to deal politely with acaller, and at the
same time, have technical knowledge to advise them proficiency too.
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?
Ans: 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.
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?
Ans: b) $2310
You are required to report your annual expenses to
your boss. Your expenses are as follows:
Salary bonus: $6799.22
Stationery: $123.43
Refreshments: $789.43
Electricity: $767.33
What is your total expenditure on the expense heads
mentioned above?
Ans: b) $8479.41
You are required to send a Word document to your
branch office by e-mail. What would you do to ensure that the document reaches
the branch office in the same format?
Ans: b) Send the document as an e-mail
attachment.
You attend the phone and the caller tells you that he
wants to speak to one of your colleagues. How will you handle the call if your
colleague is available at that moment?
Ans: b) You’ll
ask “Who’s calling please?” and after finding out the caller’s name, you’ll ask
your colleague whether he would like to talk to the caller.
You have been asked to handle calls for a major
account. What does it mean?
Ans: b) You will be handling calls for a
very profitable client of the company.
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?
Ans: d) Mail Merge Software.
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?
Ans: Microsoft Excel
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