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Basic Help Desk Skills MCQ

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

Critical thinking

Paraphrasing

Iterative, repetitious procedure

How much experience do you have using this system

Answer

Correct Answer: Iterative, repetitious procedure

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

Solving problems and seeking customer satisfaction.

Increasing the salaries of all who work at the company represented by the helpdesk.

Slightly intimidating callers so that they seek their own solutions to problems.

Deciding when and when not to help the callers, as due to necessary priorities, some callers cannot be helped at all.

Answer

Correct Answer: Solving problems and seeking customer satisfaction.

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3. 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?

Logging the call.

Asking the customer what speed he is getting.

Asking the employee for a proof that he is a valid customer.

Suggesting an immediate remedy such as rebooting the computer.

None of the above

Answer

Correct Answer: Logging the call.

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4. Which of these terms refers to the average time that an executive spends actually talking to a customer on the phone?

Average Response Time (ART)

Average Interaction Period (AIP)

Average Voice Stage (AVS)

Average Talk Time (ATT)

Answer

Correct Answer: Average Talk Time (ATT)

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

Promotion

Raising

Incrementing

Escalation

Handshake

Answer

Correct Answer: Escalation

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6. Which of the following are good questions to ask a client who tells you 'My computer is not working'?

What were you doing when the error started? And what is the exact error message?

Where did you buy the computer?

Have you recently installed any software or made any other changes?

Does it affect all machines or just yours?

a, c and d

Answer

Correct Answer: a, c and d

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

Send the picture as a zipped file in the e-mail.

Fax it, even if you've been advised to e-mail it because their fax machine is not always working.

Send the picture as an attachment with the e-mail.

a and c

a and b

Answer

Correct Answer: a and c

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8. Which of the following are useful additional technical skills for helpdesk workers?

Marketing, presentation, and staff management skills.

General knowledge of computer systems in terms of hardware as well as software in order to advise the caller professionally.

Up-to-date knowledge of new computer technology.

Ability to keep good records, and accounting skills.

All of the above

Answer

Correct Answer: All of the above

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9. Which of the following are significant skills when hiring helpdesk staff?

Whether they can make tea or coffee for other staff.

How well travelled they are in the world.

How polite and helpful they can be on the telephone.

Previous Help Desk experience, with references, in the same industry.

c and d

Answer

Correct Answer: c and d

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

Advising the caller to log-in using a different computer even if he or she has to change location.

Referring them to your boss after asking a few preliminary questions.

Asking the caller to check the basics i.e. whether the password is correct, the caps lock key

Asking the caller for his or her log-in id and password, and insisting on the information if he or she is reluctant to give them.

Answer

Correct Answer: Asking the caller to check the basics i.e. whether the password is correct, the caps lock key

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11. Which of the following is the best helpdesk philosophy?

Think fast, leave early.

Save your best advice to the end of the day in case there is a particularly aggressive caller, or difficult problem.

Answer the phone quickly, and resolve problems effectively without passing customers around.

Answer the phone quickly, and refer callers to somebody else the moment you get stuck dealing with them.

First thought, best thought.

Answer

Correct Answer: Answer the phone quickly, and refer callers to somebody else the moment you get stuck dealing with them.

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12. What is the disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with 'yes' or 'no' answers?

Nothing: 'yes' and 'no' answers will lead you to the solution eventually.

They do not get to the root of the problem but work as a process of elimination which can be too slow.

It would be better to ask the customer to describe what they were doing when the error occurred and the specifics of the problem.

b and c

None of the above

Answer

Correct Answer: b and c

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

The percentage of total calls received in the case of which the caller hung up or which queued before reaching the support staff.

The percentage of total calls received but for which no acceptable solution or reply was provided to the caller.

The percentage of total calls received but not answered due to shortage of agents.

The percentage of total calls received that are terminated before an acceptable solution or reply is given to the caller.

Answer

Correct Answer: The percentage of total calls received in the case of which the caller hung up or which queued before reaching the support staff.

Note: This Question is unanswered, help us to find answer for this one

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

Leaving the computer on all night.

Downloading games and songs from the internet.

Using a PC more than a month old.

Installing software from a CD-Rom or thumb drive without knowing its origin.

b and d

Answer

Correct Answer: b and d

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15. 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?

Ask the branch office to install the same version of Word.

Send the document as an e-mail attachment.

Password protect the document.

Paste the contents of the document into the e-mail.

Use the export document feature in Word.

Answer

Correct Answer: Send the document as an e-mail attachment.

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

No, interpersonal skills always come first even if you can help the caller only in a limited way technically.

Yes, politeness is secondary to whether you can actually solve the caller's problem or not.

Interpersonal and technical skills must work together â€” you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.

None of the above.

Answer

Correct Answer: Interpersonal and technical skills must work together â€” you must be able to deal politely with a caller, and at the same time, have technical knowledge to advise them proficiently too.

Note: This Question is unanswered, help us to find answer for this one

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

Unresolved calls

Only logged calls

Open calls

Process calls

Pipeline calls

Answer

Correct Answer: Open calls

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18. 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?

$2000

$2310

$2400

$2100

None of the above

Answer

Correct Answer: $2310

Note: This Question is unanswered, help us to find answer for this one

19. Which sections of the population at a university would a helpdesk ideally serve?

Just undergraduate and postgraduate students.

Policemen, detectives, firemen, doctors.

Alumni, students, staff, faculty, administrators etc.

b and c

Answer

Correct Answer: Alumni, students, staff, faculty, administrators etc.

Note: This Question is unanswered, help us to find answer for this one

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

The number of calls that falls below a certain level over a given period of time.

The number of calls to the helpdesk that are wrong numbers.

The number of calls made rather than received by the helpdesk.

The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.

None of the above

Answer

Correct Answer: The number of calls cut off between the caller and the helpdesk, often accidentally by the helpdesk system.

Note: This Question is unanswered, help us to find answer for this one

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

$8478.33

$8479.41

$8577.22

$8500

None of the above

Answer

Correct Answer: $8479.41

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

No real danger â€” a technical person always has good interpersonal skills.

They may be patronizing about errors they see as very minor.

It may be more difficult to work alongside them in the office due to their limited interpersonal skills.

They may not come to work as technical people are often lazy.

b and c

Answer

Correct Answer: b and c

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

20%

25%

40%

None of the above

Answer

Correct Answer: 40%

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24. Which of the following could benefit professionally from a helpdesk training course?

IT helpdesk agents

Technical support representatives and engineers

Field engineers

a, b and c

Customers and callers.

Answer

Correct Answer: a, b and c

Note: This Question is unanswered, help us to find answer for this one

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

More expensive workstations.

IM, java-type help with online trouble ticketing, call waiting.

Longer work breaks.

Less pay for less time in the office.

Fewer supervisors and more like-minded colleagues.

Answer

Correct Answer: IM, java-type help with online trouble ticketing, call waiting.

Note: This Question is unanswered, help us to find answer for this one

26. Which of the following are the most helpful initial questions to ask a caller whose printer is not working?

Are there other printers connected to the computer, and is the current printer the default printer?

Are you sure it hasn't already printed and the paper is on the floor somewhere?

Is the printer switched on, ready, not jammed, contains paper and are all leads connected?

Perhaps you should consider a new printer? Do you know how little they cost now?

a and c

Answer

Correct Answer: a and c

Note: This Question is unanswered, help us to find answer for this one

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

Internet Explorer

Windows Navigator

Windows Explorer

Windows Mapper

Mozilla Firefox

Answer

Correct Answer: Windows Explorer

Note: This Question is unanswered, help us to find answer for this one

28. Which of the following would you categorize as a help desk operation?

A single point of contact in the Company for answering customer complaints and requests.

The reservation booking office at the local travel agent.

The enquiry counter at the local museum.

The receptionist at a dentist surgery.

a and c

Answer

Correct Answer: a and c

Note: This Question is unanswered, help us to find answer for this one

29. 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?

Spreadsheet Software

Database Software

Word Processor Software

Mail Merge Software

None of the above

Answer

Correct Answer: Mail Merge Software

Note: This Question is unanswered, help us to find answer for this one

30. 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?

Conversation preview

Sign-posting

Pre-sales talk

Symbiotic selling

All of the above

Answer

Correct Answer: Sign-posting

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31. 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?

Hello, I am Steve calling from A1 Marketing. Please get back to me at my office numbers as soon as possible. Thanks.

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.

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.

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.

Answer

Correct Answer: 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.

Note: This Question is unanswered, help us to find answer for this one

32. Which of the following is the most important first impression to make on a caller?

That you understand their concern and sympathize with their frustration.

That it may take a while, and involve temporarily being placed on hold, but you will deal with their concern shortly.

That you have an idea about what could be wrong, and that you will find a solution one way or another.

That you can help solve the problem when your manager or supervisor returns.

a and c

Answer

Correct Answer: a and c

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33. Which of the following e-mail etiquette styles do you consider important?

Do not add a CC to a special offer e-mail as it can be viewed by all the recipients.

Keep the e-mail very brief and to the point.

Add a proper title to the e-mail.

Clean up forwards that are automatically pasted at the end of E-mail replies

c and d

Answer

Correct Answer: c and d

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34. 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?

Microsoft Access

Adobe PhotoShop

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Answer

Correct Answer: Microsoft Excel

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

A study of the product's strengths and weaknesses.

The margin that a selling company adds to the cost of a product while selling.

A reduction in profits due to an increase in the cost of production.

A hike in the price of the product to achieve better profits.

Answer

Correct Answer: A hike in the price of the product to achieve better profits.

Note: This Question is unanswered, help us to find answer for this one

36. 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?

You'll ask

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'll pass the phone on to your colleague without saying anything to the caller

You'll say ''Just a second'' and pass the phone on to your colleague

Answer

Correct Answer: You'll say ''Just a second'' and pass the phone on to your colleague

Note: This Question is unanswered, help us to find answer for this one

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Basic Help Desk Skills MCQ

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

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

3. 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?

4. Which of these terms refers to the average time that an executive spends actually talking to a customer on the phone?

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

6. Which of the following are good questions to ask a client who tells you 'My computer is not working'?

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

8. Which of the following are useful additional technical skills for helpdesk workers?

9. Which of the following are significant skills when hiring helpdesk staff?

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

11. Which of the following is the best helpdesk philosophy?

12. What is the disadvantage of asking a customer phoning the helpdesk with a computer complaint questions with 'yes' or 'no' answers?

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

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

15. 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?

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

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

19. Which sections of the population at a university would a helpdesk ideally serve?

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

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

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

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

24. Which of the following could benefit professionally from a helpdesk training course?

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

26. Which of the following are the most helpful initial questions to ask a caller whose printer is not working?

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

28. Which of the following would you categorize as a help desk operation?

29. 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?

30. 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?

31. 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?

32. Which of the following is the most important first impression to make on a caller?

33. Which of the following e-mail etiquette styles do you consider important?

34. 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?

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

36. 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?

37. 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.

38. 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?

39. Which of the following best represents a lower level helpdesk operator?

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

41. Which of the following are crucial when helping a helpdesk customer?

42. Which of the following are priorities when analyzing the efficiency of your helpdesk operations?

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

44. 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?

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

46. Which of the following statements are true about the Call Capture Rate (CCR)?

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

48. Which of the following options best demonstrate a helpdesk that is clearly functioning well and ready to help callers?

49. Which of the following does the call cycle time include?

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

37.
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.