General Help Desk Skills MCQs

1. Which monitor the service level performance in terms of caller information?

2. Which does the call cycle time include?

3. Best demonstrate a helpdesk that is clearly functioning well and ready to help callers?

4. What is an 'online trouble ticket system'?

5. Which statement is true about the Call Capture Rate (CCR)?

6. Which of the following are important when dealing with a helpdesk customer over the telephone?

7. 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?

8. You have been asked to handle calls for a major account. What does it mean?

9. Which is priority when analyzing the efficiency of your helpdesk operations?

10. Which are crucial when helping a helpdesk customer?

11. Which Software should be used to make a business presentation with slides?

12. Best represents a lower level helpdesk operator?

13. 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?

14. 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.

15. 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?

16. What does 'mark-up' mean in sales terminology?

17. 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?

18. Which e-mail etiquette styles do you consider important?

19. Which is the most important first impression to make on a caller?

20. 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?

21. Which term describe the practice of letting the customer know what format your sales conversation will take before you start your sales talk?

22. 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?

23. Which would you categorize as a help desk operation?

24. What is the name of the in-built feature in Windows that allows you to browse through your files and folders?

25. Which is the most helpful initial questions to ask a caller whose printer is not working?

26. Which might be deemed good service additions to a helpdesk system that didn't already have them?

27. Which could benefit professionally from a helpdesk training course?

28. A $50 product is being sold at a discount of $20 in a clearance sale. What is the percentage of discount?

29. What is the possible danger of hiring a highly technical person with limited interpersonal skills to work on a helpdesk?

30. You are required to report your annual expenses to your boss. Your expenses are as follows:

31. What is your total expenditure on the expense heads mentioned above?

32. What does the 'drop rate' on calls refer to?

33. Which section of the population at a university would a helpdesk ideally serve?

34. 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?

35. What is the term used for the incoming calls that are logged but not yet resolved?

36. Would you say that technical skills are, on the whole, more important than interpersonal skills when running a helpdesk?

37. 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?

38. Which can increase the chances of your computer becoming infected with a virus?

39. What is meant by 'Abandon Rate' in help desk terminology?

40. Disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with 'yes' or 'no' answers?

41. Which is the best helpdesk philosophy?

42. Which is good initial responses to the customer who is calling because they 'can't log-in'?

43. What does 'receiving a buying signal' from the prospective client mean?

44. Which is significant skill when hiring helpdesk staff?

45. Which is useful additional technical skills for helpdesk workers?

46. If you have to send a scanned document to a client by e-mail, what should you do?

47. Which is good question to ask a client who tells you 'My computer is not working'?

48. What is the name given to the process of assigning a service request to a higher support level?

49. Which term refer to the average time that an executive spends actually talking to a customer on the phone?

50. A business employee calls the help desk of an internet service provider to report that his internet speed is below the promised speed. Which task should be done first?

51. Having learned a significant amount of helpdesk terminology, which do you see as essentially the role of the helpdesk operator?

52. Troubleshooting technology problems can best be described as a(n) ____.