Do you
What are the different types of customers that we work with?
Accountant, Solopreneur, and small business owners.
What is active listening?
Active listening is when you pay close attention to what the customer says and how they feel. You listen to their words and tone of voice.
What is AHT?
Average handle time is the duration of a single contact from start to finish. AHT is then the average length of all your contacts over a period of time.
How much time do you have for after call work?
60 seconds
What is the difference between QBO and QBDT?
QBO - QuickBooks Online is a subscription offering that is a browser-based, cloud product with annual and monthly plans. Available in all geographies globally. It can be accessed anywhere there is an internet connection.
QBDT - QuickBooks Desktop runs on the customer's office desktop computer. It is also priced with a subscription. Available only in the US and Canada.
What is a benefit of business owners using quickbooks products?
It is easy to use and you don’t have to be an accountant or bookkeeper to use it.
What are the two key areas of knowledge?
Product knowledge and tools/processes
What is IR?
Issue Resolution measures your ability to solve the customer's issue. The customer answers the question 'Was your issue resolved today?" as a Yes or No response.
What is the purpose of call monitoring?
To ensure our customers are getting a great experience and to help you partner with your Coach to develop your skills through feedback on your contacts.
What are the key features of QBO?
Secure access from any web browser or the mobile app, automatic product and feature updates, and supports multiple users.
What is your main focus as a quickbooks expert?
To provide outstanding customer experiences.
What are expert performance metrics for?
Metrics are ways to check if we're making our customers happy.
What are the three groups of scoring (number ratings) on the surveys and what do they mean?
9 or 10 is a Promoter
7 or 8 is a Neutral
6 or less is a Detractor
Why is it important to know Intuit’s products?
It helps us understand our customers’ needs better and provide accurate information. It also lets us suggest other Intuit products that might be useful for our customers.
What is Quickbooks Live?
QuickBooks Live is a service provided to QuickBooks Online customers. The service is provided by Intuit to connect QuickBooks users with certified Bookkeepers
What does it mean to build rapport with your customer?
Connect with them on a more personal level. Sometimes, customers like to talk about things other than business, like their hobbies or interests.
What is TNPS?
tNPS measures the customer's willingness to recommend us to friends or colleagues based on the service you provide. We send a survey to customers after a contact asking about their experience with you. The customer rates their likelihood to recommend on a scale of 0 to 10.
How is your tnps score calculated?
Percentage of Promoters minus Percentage of Detractors
% of Promoters - % of Detractors
What are some of our products we offer?
Turbo Tax, QuickBooks, Credit Karma, Mailchimp
What are some add-ons you can suggest?
Payroll, payments, Time, QB Commerce
What attributes do you need to give great customer service?
Respect, Positive Attitude/confidence, Empathy
What are the three main metric categories?
Customer feedback – customer input is collected via surveys
Contact management – key data is collected via Intuit case management and phone systems
Contact monitoring – calls are listened to and evaluated for quality assurance.
What is the average handle time for calls?
12-25 minutes
What is Mailchimp used for?
Mailchimp is an all-in-one marketing platform that helps businesses grow through email marketing, automation, and customer management tools
What are the five qbo subscriptions?
Self Employed, Simple Start, Essentials, Plus & Advanced