Branded Greeting & Introduction
Smartlook
Resolution & Survey
Misc.
Intuit Acronyms
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
What is the tax due date this year?
April 18th
100
BOP
Back Office Prep
200
What is the branded greeting?
What is, "This is/My name is _____ with TurboTax Live!
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
What is the name of our M2
What is Hilary
200
IEP
Intuit Expert Portal
300
I have _______ to deliver my introduction.
What is 60 seconds?
300
I need to guide my customer to start Smartlook on her Windows PC. The hot key combination is...
What is Shift+Enter.
Automatic Smartlook is not working for 3rd Peak
300
Full Service Welcome Calls do not require mention of a survey - True or False?
What is TRUE - they are surveying customers for Welcome Calls this year.
300
How do I log into the Tax Book?
300
AYG
AS YOU GO
400
What is the introduction?
I am a/an CPA, Enrolled Agent, Attorney, Lawyer, Credentialed Tax Professional, Credentialed Tax Expert, or Tax Expert.
400
I am a customer with a Mac and you'd like me to initiate Smartlook. What hot keys would you like me to use?
What is Shift + Return?
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?
A good way to repeat it is, "Did I answer your next question on XX", and "I apologize for repeating this...but you'll receive a survey"
400
What is the IRS phone number?
What is 1-800-829-1040.
400
WIG
WILDLY IMPORTANT GOALS
500
I can mention years of experience if....
I have 5 years or more
500
The other option to initiate Smartlook in TurboTax Online (without using Hot Keys) is.....
What is Cobrowse?
PS - They must be in TurboTax Online and in their account.
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
What 2 sports does Marsalla's girls play in High School?
What is basketball and track
500
TPA
TAX PREP ASSISTANT