Product matching
What is TurboTax Expert Full Service?
This product is best for a customer who wants a hands-off experience where an expert handles everything.
What is the Director of First Impressions?
This title describes the Concierge's role as the person responsible for making the customer feel understood.
What is a W-2?
This form is used by employers to report wage and salary information for employees.
What is 18?
TurboTax Full Service cannot prepare returns for taxpayers under this age.
What is Slack?
This application is used for internal team communication, huddles, and important announcements.
What is TurboTax Expert Assist?
This "Do-It-With-Me" service allows customers to file on their own but gives them unlimited access to experts.
What is a Warm Transfer?
Before transferring a call to an expert, a Concierge must perform this specific type of handoff.
What is Head of Household?
This filing status is for unmarried individuals who pay more than half the cost of a home and support a qualifying person.
What is Illegal Income?
This type of income, often associated with the marijuana industry, is legal in some states but illegal federally, making it out of scope.
What is Salesforce?
The primary tool used to create leads, track customer engagements, and schedule appointments.
What is Expert 365 Business?
This subscription for sole proprietors includes year-round advisory, quarterly reviews, and QB Simple Start.
What is "Unqualified - No Contact"?
If a lead is in "Nurture" status and does not respond after 2 attempts and 10 days, change status to this.
What is Form 1099-NEC?
This form is used to report non-employee compensation, such as income earned by a freelancer.
What is Form 1040-NR?
TurboTax does not support this specific form required for filing nonresident tax returns.
What is TurboTax DIY?
A Concierge should recommend this option for self-directed customers who don't need expert help.
What is 7–10 minutes?
Concierge agents must clock in this many minutes early to open tools and be ready for calls.
What is an Amended Return (1040-X)?
If a customer wants to change info on a return after it has been filed/accepted, they must file this.
What is Power of Attorney?
A Concierge cannot help a customer file on behalf of someone else using this legal authorization.
What are S-Corps, Partnerships, or Multi-member LLCs?
Full Service Business is designed for these specific business entity types (name two).
What is asking for a Callback Number?
This is the specific phrase a Concierge uses to ask for a customer's permission to call them back if disconnected.
What is April 15th?
The standard deadline for filing individual federal tax returns (month and day)