Per Return
ERO calls in and is confused on why they see unpaid returns under their bank enrollment.
Explain to them there is nothing that needs to be done and those will fund as soon as the bank processes the clients refund.
ERO calls in and is mad because we are billing them too much; "my numbers don't match yours"
Apologize for any inconvenience and explain that sometimes reporting can be delayed but if they wouldn't mind going into their software and running a report on "e-filed and accepted returns" and then sending you a screenshot.
Bonus 150 points- What dates does the report need to be based around?
Where are the 3 spots during an OB you should ask for payment info?
Beginning when confirming info
Portal
Billing Slide
ERO wants to add a member in the portal
portal- tax protection tab- enroll now on left side- fill in info- submit taxpayer
Bonus for 100 points= What do they click if they want to add more than 1 taxpayer?
What do you put in the payment method section when there is one already on file?
"No payment method"
True or False-
If they are on the Drake Select screen and want PR they still have to enroll on the Support site
False. They will just need to click the PR option on the Select screen.
#1 Priority with Drake Select
TO MAKE DRAKE HAPPY
Bonus ? for 100 points- What are we not going to tell an ERO?
What are 2 things you can do when the ERO doesn't want to add payment method during the OB?
EZ pay
Task for later
ERO is enrolled on Firm ($10) and wants to add a paper return
Opportunity- more- add members- Member ID-Effective Date= the date you are creating it for.-Fund Status= unfunded.. Always- Product Type= Firm Individual
"I am in my Drake software, how do I get registered here?"
"I can definitely help you with that, what program were you looking to get registered with"
Try and upsell if PR.
PR then navigate to support.
Firm you can do it
Unenrolled ERO (not on Select screen) wants to enroll in PR
Support site- products- audit defense- user agreement
ERO calls in "I don't understand what screen I am looking at.. what the heck is this"
Explain that TPP has been in Drake for years with our standard $59.95 option and a lot of Drake users have switched over to our $10 Firm level program which is cheaper so Drake wanted to give their users the choice to pick which program works best for them. Then give a brief synopsis of what TPP is.
What is the differences between the one-time boxes on the billing form?
The first one we do not save, where as the second we do save it on file.
Big macro guy. Walk through ALL the steps
in software
1. Select Macro from the Setup Menu bar.
2. Choose a hot key shortcut to edit.
3. In the macro field, type the following: AP>x>~
6 a day
ERO asks how to see what members have been added and which ones funded- walk me through it in the portal
Portal- tax protection tab- nonbank enrollments
Inbound- "Why is Drake making me pick one, they are always making me add things"
Deescalate first, explain there is an opt out button towards the bottom and they don't have to pick either options but if you have a few moments I can explain the 2 programs to you.
portal- tax protection tab- view nonbank enrollments- check the ones they want- check out in the top- put in payment method if need be- pay
What is the difference between activation calls and Drake Select?
Activation is when they are buying their software and Drake Pay and TPP are automatically selected
Drake Select is when downloading their software
What are Drake's intentions behind program selection
PR has been defaulted in your software for years but with multiple options available to you they wanted to make sure you were aware of both options so you could pick the best choice for you.
ERO has seen the Drake Select screen and they say "I think I want PR, business returns are too much"
You should fist let them know you can definitely take those off for them but then combat the objection with clients livelihood and complicated notices.
Bonus 200 points: If they just want firm how do you enroll them?
During an OB ERO is mad and doesn't want to give their payment method bc Drake should've already given it to you.
How to get payment method during an OB. Go through the whole spill.
After we confirm their info, say:
"Oh, I see we don't have a preferred payment method on file for you. That's no problem, we can get that later in the onboarding".
-On the Payment Info section of the portal slide:
"Did you want to put that payment info now, or I can wait until I canget it from you when we go over billing at the end"
-After going through billing slide and explaining:
"Like I mentioned you won't be billed anything today, I can go ahead and grab your preferred payment method for you. Would you want to do credit card or ACH?"
ERO is registered for firm and you are in the OB; they start saying they don't understand what we are and want to cancel
Looking for reps to save cancelation and make sure ERO understands the benefits and program options – pushing firm more but making sure they still pick the best program for them
ERO wants to switch from per return to firm during the onboarding
Looking for reps to make sure they understand the difference in programs and how billing works – confirm all information and complete registration after meeting