Knowing your customers Flashcards
What are the three ways a customer can choose to receive their refund?
DD, Check or Refund transfer
Which two ways must you advise the customer that to check where and what their refund is they must check with IRS?
DD and Check
How do you check a customer election to receive a refund in IEP?
Open IEP, select tools, select global EFE, enter customer’s email address, and you can the payment method.
What happens during a refund transfer?
The IRS reviews the return, if a refund is due, it pays the return to Santa Barbara TPG, they subtract the fees and TT fees, the remaining amount is sent to the customer.
How do you check a customer’s refund amount, when they selected a refund transfer?
Go to IEP, Tools, WEBSERVE (Auto-Debt), login using SSO, select taxpayer info, enter the customers email address.
A customer In step 2 “working on the return phase” may ask you what type of question?
A question that involves working on returns and understanding tax forms. Customer may ask you to help understand form they need to complete a return.
What are the first five steps when contacting a customer?
- Use the phone tool to connect
- Use soft skills to build customer rapport and establish an awesome relationship with your customers
- Use screen sharing with your customers so you can see their screens to guide them and identify issues.
- Use your available resources to answer customer questions
- Use Intuit Expert Portal to document and track your cases.
What product is best for simple returns only?
Turbo Tax full service basic
What product is best to Maximize deductions and credits?
TurboTax full Service Deluxe
What product is best for Investors, self-employed, single member LLCs, and rental properties?
TurboTax Full Service Premium
Which product is best for Multi-member LLCs, Partnerships, and S Corps
Turbo Tax Full-Service Business
What product can a customer use if a customer is a business owner. They are interested in someone filing their taxes for them?
Turbo Tax Full-Service Business
What product should a customer use if they are self-employed and has made some investments. They are comfortable with completing their own taxes but may need some assistance.
TurboTax Full-Service Deluxe
What product should a customer use if he has one W-2 and lives in an apartment. They can do their own taxes and would like to see and edit their tax forms while they work on their return?
TurboTax CD/Download basic.
What product should a customer who is a full-time employee. They want to maximize their deductions and they want someone to file their taxes for the use?
TurboTax live assisted premium
