Final Exam
Student:
Wang, Kent
SCORE:
100%
PASSED
Course Note:
Identify the Six Universal Needs every client has.
- Maxi return
- Mini tax
- Understand deduction allowable law
- Preparer did everything
- Personal info kept secure
- Treat as respect
- Tell them what are you going to do
- Show them what you are doing
- Take credit
• Identify the Two Client Preferences for clients who prefer that someone prepare their return. •
- work together
- do it while away (drop odd service)
Deliver the three key Value Moments to build value for every client.
- Uncover the client’s value /most important; help you today / education, expertise/maximize refund (take it further)
- Demonstrate “How I delivered value” / “I” statement
- Add lasting value / Value Screen /the fee screen / Handwritten note
• Identify important factors of an effective drop-off process.
• Understand the pricing approach at H&R Block.
impacts of discounting
- value defined by taxpayers
- package price / bundle, bumper rail
- fee adjustments/coupons
Healthy discounting:
- use discounts when you: build your book of business, encourage new clients to try our service
- bridge a gap
- dealing with a disgruntled client
common pricing concerns
- most important think to my client
- only take 45 min to do 1 hour return
- low price down the street
- keep prior clients
- more retrne client
• Articulate the Send-A-Friend referral program and process.
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FINAL EXAM:
The three Value Moments you can use to deliver value are:
Uncover the client's value
Demonstrate "How I" delivered value
Add lasting value
XXTRUE
FALSE
Which is the most effective question you can ask to uncover the client's value?
"How can I help you today?"
"Would you like to drop this return off?"
X"What is the most important thing I can do to help you today?"
"What is the most important thing to you?"
Which of these activities are opportunities to determine the client's preference for in-office interview or drop-off service?
Call-ins at the front desk
Appointment reminder calls
Connect campaigns (such as win-back or appointment setting)
XAll of the above
The following actions show the Tax Professional addressing which Universal Need?
Honor appointment times. Follow-up in a timely fashion if a client needs to put their return on hold to gather additional documents. Let the client know you appreciate them.
XI want to be treated with respect.
I want to maximize the amount of money I receive from my tax refund.
I want to understand all the deductions and allowances I am entitled to.
I want to minimize the amount that I owe.
Which Universal Need does the following Tax Professional statement address?
"Can you review the information on my screen? I want to make sure everything is correct, but I don't want people to hear me read the information for your security."
I want to maximize the amount of money I receive from my tax refund.
XI want my personal information to be kept secure.
I want to be treated with respect.
I want to understand all the deductions and allowances I am entitled to.
The Six Universal Needs are behaviors that were tested and validated by research from our Insights group.
XTRUE
FALSE
Discounting is appropriate when used to build your book of business, but only when new client promotions are not active.
XTRUE
FALSE
Which Universal Need does the following Tax Professional statement address?
"I'm glad I was able to find that deduction for you. Everything makes a difference!"
I want to maximize the amount of money I receive from my tax refund.
I want my personal information to be kept secure.
XI want to understand all the deductions and allowances I am entitled to.
I want to be treated with respect.
How many Send A Friend coupons will BlockWorks print for you to give to a client?
None - the client receives the coupons via email.
XFive
Two
Three
The two client preferences for clients who want a Tax Professional to prepare their return are:
Full interview at the desk and software.
Full interview at the desk and online.
Drop-off or software.
XFull interview at the desk or drop-off.