Branded Greeting & Introduction
Smartlook
Resolution & Survey
Helpful Links
B4D
100
I have to deliver my branded greeting _________.
What is in the first 15 seconds.
100
A mention of Smartlook is required by _____.
What is anytime during the call?
This is not timed!
100
Asking the customer if their concern was addressed is picked up the last XX of the call.
What is 180 seconds.
100
The link to the Tax Expert Handbook is.....
100
The D in this Lead measure stands for
What is "Delight".
200
What is the branded greeting?
What is, "This is/My name is _____ with TurboTax Live!
add -Full Service for TPAs
200
We are looking for what term when mentioning Smartlook to a customer?
What is, "share your TurboTax Live Screen".
Please do not use the term "Smartlook" with a customer!
200
Letting the customer know they'll receive a survey is picked up at the last XX of the call.
What is the last 120 seconds?
200
The link to the TurboTax Hot Topics Guide is....
200
The number of drop downs displaying the types of cases in the B4D management tool
What is, four
300
I have _______ to deliver my introduction.
What is 60 seconds?
300
I need to guide my customer to start Smartlook on her Mac as the automated initiation did not work. The hot key combination is...
What is Shift+Return.
300
TPA Welcome Calls do require mention of a resolution and survey - True or False?
What is FALSE.
"resolution" is not part of the TPA QoS
300
How do I log into the Tax Book?
What is:
Click on the icon on your desktop or go to thetaxbook.net
Username: Cheryl-(number 1-40)- Password TTLive
300
Each role/type of agent has their own B4D checklist
name the second question on your checklist
What is, "True"
What is "QoS"
400
What is the introduction?
I am a/an CPA, Enrolled Agent, Attorney, Lawyer, Credentialed Tax Professional, Credentialed Tax Expert, or Tax Expert.
TPA-Tax Prep Assistant
400
The MINIMUM expected success rate of actually starting/using Smartlook on contacts
What is 90%
400
If the customer asks another question after you've mentioned a resolution and survey, there is no need to repeat it after you've answered their corresponding question...True or False?
What is FALSE?
Remember- the closing script is timed!
400
The link that will take you to all of the recent customer facing email campaigns and how to handle those calls is called... and the link is...
What is Outreach Hub
what is https://uxfabric.app.intuit.com/app/usw-salesforce-ui/cg-view?identifier=5254315?
400
B4D checklists are filled out...... the contact and on .... contact
What is, "during"" and "every"
500
I see you are calling from "client's city and state" is the XXXXX portion of a TPA's QoS
What is, Icebreaker
500
I am a customer on a phone app with failed screenshare and you'd like me to initiate Smartlook. What process would you like me to use?
What is log out of app, into a browser, log into return and use COBROWSE
500
What is the resolution and survey script?
What is:
"Did I resolve your issue/answer your question?"
"You will/may receive a survey"
500
The first link that comes up when I type "smartlook" in the Help Panel is called
What is How does the customer connect to Smartlook for TurboTax Desktop?
