Fearsome Phrasing
When addressing your guest you should always call them by this?
What is their first name?
Can I claim my 14 year old step daughter? She lived with me for 3 months last year.
What is no.
What is the client pane?
I need help entering my 1099R, idk where to put it...
What is Federal>Income?
This article can assist with AGI and PIN questions.
What is 1441?
This word is usually followed by bad news.
What is the Golden Question?
What is "Before we proceed I'm going to ask you a few questions. Are you using the Do-It-Yourself online product which requires you to sign in with a username and password. Did you or will you install the software product to your computer? Usually you'll see a green cube on your computer desktop."
This information is required for our Salesforce account and contact details.
What is name, email, phone number?
I haven't received my third stimulus payment for 2021! (WDIE?)
What is Recovery Rebate Credit?
What is unemployment?
You never want to tell your guest to give you one of these when you know it may take longer
What is a minute/moment?
What online product should I use with 1 rental property, and an HSA.....but I'm not sure I can do it on my own.
What is premium with Online Assist.
This information is needed before giving personal information to a caller.
What is DOB and SSN?
This contains instructions on how to use OLAT.
What is article 5067?
This tool is used to look up a refund status.
Never say, "like I said". Do this instead...
What is rephrase?
When do we use Salesforce to confirm the details provided for the caller by the IVR?
What is every call?
This code means I used the premium version with online assist.
What is OAP?
I bought an electric car in 2019, can I claim the vehicle credit?
I put my company code thing in, but it didn't fill out my information. What is the root issue?
What is Importing?
A Kodiak and a brown one should never be with you when talking to a guest.
What is a bear? (Bear with me....)
What button do you press to change a client's email address?
This is when I would escalate a case.
What is when Salesforce tells me to?
DAILY DOUBLE
Confirming is different than _______your client.
What is Verifying?
This conversation tactic is successful in assisting you while helping virtual clients.
What is C.A.R.E/Confirm, acknowledge, reassure, educate?