Business Exploration
The product topic an expert should note to discuss later in the call if a customer mentions having employees or contractors.
What is Payroll (or Workforce)
The tool that automates the entire invoicing process into a single step while offering flexible payment options like credit cards, Apple Pay, and ACH.
What is QuickBooks Payments?
The action an expert must perform immediately after Setting Expectations and before starting screen share.
What is restating the customer's issue or goals back to them?
Rule regarding pitching Intuit Expert Assisted or Full Service products.
What is strictly DO NOT pitch/sell (or hold off on pitching)?
The word experts must avoid when explaining the purpose of the call, as it can devalue the customer experience.
What is "tour"?
The only authorized QuickConnect transfer queue for customers needing pre-migration or migration error support.
What is US GBSG OL Desktop Migration Phn
The file formats that can be uploaded to automatically populate invoices or create leads using AI image recognition.
What are JPEGs and PDFs?
The ideal length for an Issue Understanding statement.
What is 1 to 2 sentences?
Expert should guide a customer if they want to give their accountant direct access.
What is Manage Users?
The three core components that make up Setting Expectations on every call.
What are Purpose, Scope, and Time Frame?
The two financial reports compared side-by-side to verify if data migrated successfully from Desktop to Online.
What are the Profit & Loss report and Balance Sheet?
The action that turns an approved estimate into an invoice without needing to double-enter data.
What is a one-click conversion (or converting an estimate to an invoice)?
The three steps of the Issue Understanding formula: Restate in your own words, confirm accuracy, and this final transition step.
What is reassuring/transitioning into help?
Three benefits of QBLive Assisted Bookkeeping an expert should highlight to a customer with no accountant
1) Categorize transactions correctly, 2) Customize Chart of Accounts, and 3) Interpret reports to understand business health?
The typical duration frame communicated to the customer for a standard GSU session.
What is 45 to 60 minutes?
The common accounting transaction experts can show customers how to create to fix migration report mismatches.
What is a Journal Entry?
The feature available in Plus and Advanced that allows creation of branded documents with design blocks, pricing tables, and built-in e-signatures.
What are Proposals?
The location under the Gear Icon where customers click to initiate screen sharing.
What is "Share screen" (under the Tools column)?
The action an expert must perform if a customer decides to sign up for Bookkeeping on the call and wants to speak to a bookkeeper immediately.
What is a warm transfer?
The dedicated resource experts must remind Full Service customers they have access to.
What is a fully dedicated bookkeeper?
Three of the four required pieces of information to gather prior to warm transferring a customer to Migration Support.
What are: 1) Migration status, 2) Reported errors, 3) QBO CoID, and 4) QBDT Version/License Number (F2 key)?
The built-in CRM tool that integrates directly with Gmail to create leads and make recommendations for contracts and proposals.
What is the Intuit AI Customer Agent?
The mandatory requirement an expert must fulfill directly from the Knowledge Base before proceeding with the Intuit Meeting app.
What is reciting/reading the full disclaimer?
What an expert should do if the SER Panel recommends Intuit Expert bookkeeping services, but the customer already has an active "Full Service" accountant.
What is disregard the recommendation?
The recommended phrase structure to use when setting Scope for a returning customer who has already had a previous call.
What is "It looks like you still need to review..." (or "It looks like you haven't talked about...")?