Final Exam
Student: Wang, Kent
SCORE: 80%
You should let your client drive your decision on how deeply you will reference the Diagnostics information during their tax interview.
True. YYY
XX False.
What is the Latino population in the United States expected to do by the year 2020?
XXGrow by 16 million people.
Decrease by 16 million people.
Remain the same.
None of the above
What is one of the most effective places, in the BlockWorks flow, to talk about Tax Plus products?
You should never talk about Tax Plus products until the client asks about them.
Before you have started the return. YYY
XX For the first time at the very end of the tax interview.
In a follow-up email to the client
Managing client expectations is a great way to deliver a great first impression.
XXTrue.
False
The H&R Block Advantage is a great way to build a strong lasting impression and should be given to:
XXAll clients.
Only clients who ask for it.
As you make entries in the Refund/Balance Due Estimator widget in BlockWorks, the refund or balance due will not automatically adjust along the way.
XX True.
False.
What is the Net Promoter Score (NPS) goal for TS15?
75%
XX80%
90%
100%
The way to calculate your Net Promoter Score (NPS) is the percentage of Promoters minus the percentage of Detractors.
XXTrue.
False.
Why is the Tax History Questionnaire screen a great product conversation landmark?
For a prior client, it will show what products the client had last year.
For a new client, you can identify ways to personalize Tax Plus.
It will make it easier to introduce products once you get to the product screen.
XX All of the above.
What is one of the key client experience moments we can deliver on before a client walks through the door?
Get ready to serve clients. YYY
Reconnect with prior clients.
Welcome new and potential clients.
XXAll of the above