Prosperity Principles

Question 1

What is intuits mission?

Answer 1

Powering prosperity around the world

Question 2

What is Intuit’s expert identity and purpose?

Answer 2

Intuit Expert delivers confidence and delight to unlock prosperity for all

Question 3

What are the three prosperity principles?

Answer 3

Advocacy - I’ll help you, Ownership - I’ve got you and Expertise - I have a solution for you.

Question 4

What are the 5 steps of advocacy?

Answer 4

1. Build rapport
2. Actively listen
3. Smile
4. Show empathy
5. Provide tailored solutions

Question 5

How do you build rapport?

Answer 5

Greet the customer with a personalized introduction and continue to build rapport by asking a relevant question.

Question 6

How do you actively listen?

Answer 6

1. focusing on the customer
2. not interrupting
3. paraphrasing the customer’s question or issue
4. asking additional questions when clarity is needed

Question 7

How do you show empathy for customers needs?

Answer 7

1. acknowledging the customer’s feelings
2. validating customer’s emotions
3. reassuring the customer we’re committed to finding a solution.

Question 8

How do you make a tailored solution?

Answer 8

by going the extra mile and making personalized recommendations on additional services or best practices to consider.

Question 9

Taking ownership is a key way to providing exceptional service to our customers that let’s them know we care about their needs, what are the 5 principles?

Answer 9

1. Take responsibility and accountability for resolving the customer’s concern
2. Pull in additional help if you cannot solve the problem
3. Stay connected with the customer until their problem is resolved
4. Set expectations and follow through on commitments
5. Follow up after the solution is implemented

Question 10

Taking ownership involves demonstrating what five steps?

Answer 10

1. Resolve the customer’s concern
2. Seek additional help if required
3. Stay connected
4. Set expectations
5. Follow up

Question 11

What is expertise?

Answer 11

Knowledge, skills, and experience necessary to assist customers and address their inquiries and concerns.

Question 12

What are 5 ways to increase your expertise?

Answer 12

1. Draw from experience, skills, and all available resources
2. Commit to using troubleshooting skills
3. Have a growth mindset
4. Seek and embrace feedback
5. Supercharge your expertise