The Opening & Triage
What is TurboTax Concierge?
This specific job title must be used in the opening greeting to signal a premium, personalized service to the customer.
What are Business/Gig work, Rental property, Investments, Crypto, or Income from other states?
To determine complexity, the script suggests asking about major life changes or these specific income sources (name two).
What is TurboTax Expert Assist?
This product is pitched as the "best of both worlds" where an expert guides you at a "fraction of the Full Service cost."
What is Complexity (or "How complex your filing will be")?
According to the script, pricing is "fair and transparent" because it is based on the individual tax situation and this factor.
What is "What is the best number to call you back at?"
This "Safety Net" question is asked immediately after the greeting to ensure the lead isn't lost if the call drops.
What is "How involved do you want to be?" (or "How hands-on would you like to be?")
This specific question is used to diagnose the customer's "intent and preference" regarding how much work they want to do.
What is Confidence (or "Rest Assured / Stress-Free")?
When pitching Full Service, the script emphasizes that experts will "take the wheel completely" to provide this specific customer feeling (benefit).
What is "When you file"?
To overcome price objections, the script reminds customers that meeting with an expert is at no cost and they only pay when this happens.
What is 2025?
When handling a "Low Intent" customer (e.g., account support), the Concierge must pivot to future needs by asking about filing taxes for this year.
What is Full Service?
If a customer mentions they have RSUs and a complex filing, the script recommends this specific product to ensure they "don't miss anything."
What is the Best Outcome Possible (or "Maximum Refund")?
When pitching Full Service, the Concierge should mention that the expert won't sign the return until they believe it is 100% correct and the customer is getting this.
What is Follow Up (or "Reach back out")?
If a customer is not ready to book, the Concierge should ask for permission to do this to "maintain the lead."
What are a Warm Handoff or a Scheduled Appointment?
The Concierge’s primary responsibility, or "Core Conversation Objective," is to secure one of these two definitive actions.
What is "Starting your taxes online"?
This "Why Now" discovery question is used to uncover pain points by asking why they called today instead of doing this.
What is "...just the right fit for you"?
The script suggests using this phrase to confirm the solution: "Based on what you’ve told me, we’ve got..."
What is a Booking Link?
The "Lowest Barrier Close" involves sending this to the customer via email so they can take action later.