Welcome Call
How many IDs must you collect from the customer?
Collect two forms of ID, this applies to both the taxpayer and their spouse if married.
What is the Branded Greeting and Introduction for Assisted Calls?
Hello, my name is ____with TURBO TAX LIVE.
I am a /CPA, ENROLLED AGENT, ATTORNEY, LAWYER, CREDENTIALED TAX PROFESSIONAL, CREDENTIALED TAX EXPERT or TAX EXPERT
(Mention years of experience if you have 5 or more)
What do the acronyms IEP stand for?
Intuit Expert Portal
What is the name of our team room in Elevate?
Rebecca's Team
Which product is offered at $0 cost?
Live Basic
How do you recognize that this is NOT the first Welcome Call for your customer?
- Check to see if the Welcome Organizer is complete, if completed, then your customer had a Welcome Call previously but could not share all their documents.
What does 'Assisted' calls mean?
These are customers who are doing their taxes themselves and calling you for assistance. However, you don't prepare the tax return for them. If they want their tax return prepared, then upgrade to FS.
What status do you frequently use in IEP that are productive customer contact?
Available
Customer Call Back
What are the 3 most used resources that you can find in Elevate by clicking on the 'wrench' icon?
IEP
Workday
Training
For how long is Live Basic offered at $0?
File for $0 - Must file by 3/31
What do you do when you get a Welcome Call that had a pervious call?
Review the checklist and upload documents and confirm with your customer that they are confident that they have provided all the document forms
What kinds of calls do you get as Assisted calls?
Expert Review
Tax Advice
Audit Review
Product Support
Expert Set UP
Which report will show you the time that you scheduled in IEP, the hours that you clocked in/out in Workday, and how you utilized your time on Telephony?
The Payroll Control Report
Which tab in Elevate do you post to to ask questions or leave breakthrough tips for our team?
Team Building
What are the 3 'Do it yourself" options we offer?
Do it your self - Doing your own taxes
Doing your taxes with a CD/Download
We will guide you step by step with:
Assisted - Doing your taxes with Expert help (LIVE)
Which greeting must you say within the first 60 Seconds?
Hi, my name is ____ your TAX PREP ASSISTANT with TURBO TAX LIVE-FULL SERVICE
AM I SPEAKING WITH ___?
I SEE YOU ARE CALLING FROM___.
Or,
I'm calling from___ and where are you CALLING FROM today?
(All CAPS = Words in RED)
When you get an call that has a notice question, what is the first thing you need to ask the customer?
Did you purchase Audit Defense?
Where can you monitor your KPI scores from customer feedback?
IEP - Scorecard
What is the name of our POD and who is our POD M2 Manager?
POD Hilary - Hilary Moszynski
What are the Live Full Service Products we offer and the associated price?
Live Basic FS - $169
Live Deluxe FS - $219
Live Premier FS - $329
Live Self-Employed FS - $359
What are the key (red) words that you must say to the customer when letting them know about the price of their return could change?
Your final price and and expert match will DEPEND ON THE COMPLEXITY of your return.
What is the process of researching information for your customers with Assisted Calls?
First check Elevate
Second check IEP - Help
Third - Request Lead Support
What are the 3 categories for tNPS scores?
9-10 - Promoters = 100 points (customers will promote TurboTax to others)
7-8 - Passive = 0 points (Customers likes the product and service, but not very enthusiastic to promote)
0-6 - Detractors = -100 points (Customers not satisfied with product and services provided)
Where can you find announcements that were posted by your Manager and what should you do when you find it?
Find posts under the "Manager Announcement" tab, in Elevate, read the post, click to like it and leave a comment.
What are the products that we offer in Turbo Tax Live (Assisted) and their prices?
Live Basic $0
Live Deluxe $89
Live Premier $139
Live Self -Employed $169