Command Codes
•What Command Code do you use to look at a summary of all active account modules on the TIF?
What is CC SUMRY
What is the first thing you must do when the call starts?
Greet the caller
•What are the questions you ask for required (basic) disclosure?
•TIN, Name and or Names, Current Address and DOB
What is a TC 150?
Return Filed & Tax Liability Assessed
What tool do you use to look up TC’s, math error codes, reason codes, etc…?
What is CSI
•What state is it against the law to catch mice?
•Colorado
•Louisiana
•Utah
•Ohio
What is Ohio
•What command code do you use to review a specific year that is active on the TIF? (This command code tells you the “story” of the account)
What is CC TXMODA
Recite your introduction to the taxpayer
•Thank you for calling the Internal Revenue Service. My name is ________ and my ID # is __________. Are you calling for yourself or someone else? How may I help you today?
•TRUE or FALSE: When a taxpayer has oral disclosure consent on a tax year, they can call without the taxpayer on the line to address the issue till it is closed.
TRUE
What is a TC 846?
Refund of Overpayment
What tool do you use to ask security questions and authorize the taxpayer?
What is Disclosure
•In The Wizard of Oz (1939), what was used to simulate snow during the poppy scene?
•Coconut flakes
•Cornflakes
•Asbestos
•Powdered sugar
What is Asbestos
•What command Code do you use to view the taxpayer's entity information as well as view letters that may have gone out?
What is CC ENMOD
•What do you have to do with the taxpayers question before you start researching?
•Paraphrase it back to them to insure understanding and take notes.
•TRUE or FALSE: A Third-Party Designee is valid 1 year from when the return is filed.
•FALSE – it is 1 year from the return due date not including extensions.
What is TC 806?
Credit for Withheld Taxes
What tool do you use for easy command code access?
Quick command codes
•25% of Americans believe that this literary character is a real person. Who is he?
•Mr. Darcy
•Jay Gatsby
•Dorian Grey
•Sherlock Holmes
What is Sherlock Holmes
•What Command Code do you use to view the taxpayer’s income details?
What is CC IRPTRL
•At the end of the call what do you ask and say to the taxpayer?
•Do you have any other questions today? Thank you for calling.
What are the disclosure questions for first time filers?
TIN, Amount of refund and filing status on CC FFINQ, Name control and DOB on CC INOLE, Complete name and DOB on CC DDBKD
What is a TC 971 AC 010?
Amended return/claim forwarded to Submission Processing or Accounts
•What tool do you use to adjust an account when XMEND is not available?
What is REQ54
It is illegal to drive in Alabama while you are?
•Not wearing socks
•Blindfolded
•Wearing a hat
•Holding a cat
What is Blindfolded
•What Command Code do you use to view a taxpayers debt indicator?
What is CC INOLES
•If a taxpayer is irate and is cursing at you what do you have to do before disconnecting the call?
•Warn them if they continue to speak to you that way you will have to disconnect the call.
•What are the disclosure questions for a POA?
•TP TIN, TP name and or names, POA name, POA CAF #, tax year, tax form. After authorized SSN and DOB of POA.
What is a TC 766 AC 336?
Additional Child Tax Credit
•What tool do you use to find a taxpayers social security number, that was not provided, using their name and address?
What is Name Search
Where was the fortune cookie invented?
•India
•China
•America
•Ireland
What is America, Specifically San Francisco