Review For Final Assessment

1. Which of the following examples is not a principle of placing your customer on hold?

Ask permission

Set a time expectation

Use Mute instead of the Hold button

Explain why

Answer: Use Mute instead of the Hold button – While it is ok to use Mute when your customer is uncomfortable with being placed on Hold, you do not want to make it a first option. Remember to always ask permission when placing your customer on hold and explain why you need to place them on hold.

Explanation

Answer: Use Mute instead of the Hold button – While it is ok to use Mute when your customer is uncomfortable with being placed on Hold, you do not want to make it a first option. Remember to always ask permission when placing your customer on hold and explain why you need to place them on hold.

2. Complete the following sentence. I am empowered to do right by my customer…

The first and every time they contact us

When I have confirmed they are a long time user of Intuit products

Once I have confirmed with a Tier II agent that I can break policy

Only after I have supervisor approval

Answer: The first and every time they contact us - You never have to ask permission or gain approval to do what you feel is right for your customer. This does not mean that you should offer refunds and free products to every upset customer you speak with, but instead this means that you are empowered to make the best decision based on your customer’s individual needs and create the best customer experience, helping them to complete their tax return with TurboTax.

Explanation

Answer: The first and every time they contact us - You never have to ask permission or gain approval to do what you feel is right for your customer. This does not mean that you should offer refunds and free products to every upset customer you speak with, but instead this means that you are empowered to make the best decision based on your customer’s individual needs and create the best customer experience, helping them to complete their tax return with TurboTax.

3. You will experience a wide variety of customer questions and frustrations. Which of the following would be inappropriate behavior toward your customers?

All answers are correct

Speaking in a monotone or disinterested voice

Expressing frustration towards your customers

Behaving in a condescending manner

Answer: All answers are correct - Speaking in a monotone or disinterested voice. Expressing frustration towards your customers. Behaving in a condescending manner. All of these behaviors are inappropriate and should never be used during an interaction with your customers.

Explanation

Answer: All answers are correct - Speaking in a monotone or disinterested voice. Expressing frustration towards your customers. Behaving in a condescending manner. All of these behaviors are inappropriate and should never be used during an interaction with your customers.

4. You are not required to follow a script verbatim but you do need to follow certain contact guidelines. Which of the following is not one of the required contact guidelines?

Identify yourself and the company

Confirm that your customer has no additional issues

Notify your customer of your location

Mention the recap email and survey they will receive

Answer: Notify your customer of your location – You do not have to tell customers where you are located. You must always identify yourself and the company. Confirm that your customer has no additional issues. This can be done toward the end of the contact and always mention the recap email and survey they will receive.

Explanation

Answer: Notify your customer of your location – You do not have to tell customers where you are located. You must always identify yourself and the company. Confirm that your customer has no additional issues. This can be done toward the end of the contact and always mention the recap email and survey they will receive.

5. Bob is calling for a refund. He bought TurboTax at Wal-Mart last week and installed it. He has been trying to log in for the last two days. He does not remember creating a user name and password. What should you do?

Transfer Bob to another department that can help him with his log in issue

Process the refund per our 60 day satisfaction guarantee

Answer: Tell Bob that he may be trying to access the program from the wrong place. The CD version of TurboTax does not require a user name and password. If Bob bought TurboTax at retail then this is a CD version of TurboTax. TurboTax Online is what requires a user ID and password. Be sure to listen carefully as your customers explain their issue. This will prevent unneeded transfers and allow you to solve issues which, may at first, seem like they are beyond your scope.

Explanation

Answer: Tell Bob that he may be trying to access the program from the wrong place. The CD version of TurboTax does not require a user name and password. If Bob bought TurboTax at retail then this is a CD version of TurboTax. TurboTax Online is what requires a user ID and password. Be sure to listen carefully as your customers explain their issue. This will prevent unneeded transfers and allow you to solve issues which, may at first, seem like they are beyond your scope.

6. Professionalism is defined in many ways. Which of the following is not a common characteristic of professionalism?

Being focused and business oriented

Exhibiting Confidence

Behaving ethically

Displaying sympathy

Answer: Displaying sympathy - This is not considered professional and in fact can lead to more frustration for your customer. Empathy, on the other had is appropriate. Here are the definitions for both. It is important to understand the difference. Sympathy - A feeling or an expression of pity or sorrow for the distress of another. Empathy - Understanding another person's feelings. To empathize, you are acknowledging your customers emotions, but you do not pity or feel sorry for them.

Explanation

Answer: Displaying sympathy - This is not considered professional and in fact can lead to more frustration for your customer. Empathy, on the other had is appropriate. Here are the definitions for both. It is important to understand the difference. Sympathy - A feeling or an expression of pity or sorrow for the distress of another. Empathy - Understanding another person's feelings. To empathize, you are acknowledging your customers emotions, but you do not pity or feel sorry for them.

7. Stan is contacting you because he placed an order several weeks ago and he still has not received it. Look up his order from the information that he gives you below. Then determine the next best steps: Stan Marsh 4455 N. Sanderson South Park Colorado 81001 456 123 9874 [email protected]

Apologize for the inconvenience then correct the address and ship it out again

Answer: Apologize for the inconvenience then correct the address and ship it out again. If you look closely at the address the order was shipped to, it’s 4455 N. Sanderson. In this situation sending out the order again would result in the same problem. But confirming the details will allow you to identify the true problem. Apologize for the trouble then ship it out again using expedited shipping

Explanation

Answer: Apologize for the inconvenience then correct the address and ship it out again. If you look closely at the address the order was shipped to, it’s 4455 N. Sanderson. In this situation sending out the order again would result in the same problem. But confirming the details will allow you to identify the true problem. Apologize for the trouble then ship it out again using expedited shipping

8. Use the brown_assessment.tax2009 file to answer the following question. Jerry said he does not need the 2106 and would like to remove it. Remove this form in the return then answer the following question. Does removing the 2106 from this return change the federal refund amount?

No, the refund amount stays the same after removing the 2106

Yes, the refund amount changed after removing the 2106

Answer: No, the refund amount stays the same after removing the 2106. If you go to forms mode, and then select the 2106 – Employee Home Office Worksheet then select Delete you will see that the refund amount does not change. This is because there was no data on the form that effected any calculations.

Explanation

Answer: No, the refund amount stays the same after removing the 2106. If you go to forms mode, and then select the 2106 – Employee Home Office Worksheet then select Delete you will see that the refund amount does not change. This is because there was no data on the form that effected any calculations.

9. What tool should be used to troubleshoot a billing issue?

TurboTax Online

Mosaic

Privacy Tool

TurboTax Desktop

Answer: Mosaic

Explanation

Answer: Mosaic

10. You have been troubleshooting an install issue for quite some time. After following all the troubleshooting steps in the Troubleshooting Checklist you get to the section indicating what to do if all other troubleshooting steps have failed. What is the first thing listed in the Troubleshooting checklist that you should do if all the other steps have failed?

Search the Defects and FAQ Requests QuickBase to make sure the issue has not already been submitted

Contact Agent Support Desk

Create a defect submission

Contact CSI

Answer: Search the Defects and FAQ Requests QuickBase to make sure the issue hasn’t already been submitted. This is the first option listed in the If all other troubleshooting steps have failed: section of the Troubleshooting Checklist in Mosaic. Be sure to utilize this tool to ensure you are not overlooking any important steps.

Explanation

Answer: Search the Defects and FAQ Requests QuickBase to make sure the issue hasn’t already been submitted. This is the first option listed in the If all other troubleshooting steps have failed: section of the Troubleshooting Checklist in Mosaic. Be sure to utilize this tool to ensure you are not overlooking any important steps.

11. Use the brown_assessment.tax2009 file to answer the following question. Jerry is concerned with Line L of the State and Local Income Tax Refund Worksheet. He does not know how this 7000 figure was put here. You ask him what color is the figure and he says it's an aqua light blue. What does an aqua figure mean?

The figure was imported from another program

The figure was transferred from last year

The figure was calculated from another form

The figure was entered directly from the user

Answer: Aqua means it was transferred from last year. These figures can be directly edited in Forms mode if needed. Unlike a black figure which needs to be overridden in order to edit, it is OK to edit aqua figures because they aren’t calculated based on other figures. Understanding these colors is crucial for WOMR troubleshooting. An explanation of the colors can be found by typing ‘colors’ in the knowledgebase.

Explanation

Answer: Aqua means it was transferred from last year. These figures can be directly edited in Forms mode if needed. Unlike a black figure which needs to be overridden in order to edit, it is OK to edit aqua figures because they aren’t calculated based on other figures. Understanding these colors is crucial for WOMR troubleshooting. An explanation of the colors can be found by typing ‘colors’ in the knowledgebase.

12. Benjamin and Katie were recently married and this is their first year preparing their tax return. They both used TurboTax Deluxe Online to prepare their tax return last year. TurboTax will allow the newly married couple to transfer data from multiple tax returns into one tax return.

True, you can transfer information from multiple tax returns

False, you can only transfer information from a single tax return

You can only transfer information from a single tax return. For example, if a newly-married couple filed as individuals last year but plan to file a joint return this year, they will only be able to transfer one spouse's return into this year's joint return. View KnowledgeBase article Transferring in TurboTax.

Explanation

You can only transfer information from a single tax return. For example, if a newly-married couple filed as individuals last year but plan to file a joint return this year, they will only be able to transfer one spouse's return into this year's joint return. View KnowledgeBase article Transferring in TurboTax.

13. What tool would you use to remove a customer from our marketing email list?

QBN

Privacy

EFE

QuickBase

Answer: Privacy

Explanation

Answer: Privacy

14. Use the brown_assessment.tax2009 file to answer the following question. Has Jerry visited the Taxes and Credits section of the Georgia return yet?

Yes

No

Answer: Yes, If you go to Tools –> Topic List and look at all the categories under Georgia you can see that there is check-mark next to all of them. This means that those sections had been visited already.

Explanation

Answer: Yes, If you go to Tools –> Topic List and look at all the categories under Georgia you can see that there is check-mark next to all of them. This means that those sections had been visited already.

15. How long is the TurboTax download available in your TurboTax My Downloads account?

It is available in your account for two years from the date of purchase

It is available in your account for three years from the date of purchase

It is available in your account for four years from the date of purchase

It is available in your account for five years from the date of purchase

Answer: View the KnowledgeBase article TurboTax Download FAQs

Explanation

Answer: View the KnowledgeBase article TurboTax Download FAQs

16. With the IDEAL process in mind, read the following statement and determine the best solution. Sally eFiled her TurboTax return over 3 weeks ago. She has not received an eFile status email from TurboTax. She is feeling a lot of frustration. She is at work and has no access to her return.

Give Sally the phone number for the IRS. There is probably an issue with her return

Empathize with Sally then continue with the Define portion of the IDEAL process

Walk Sally through opening up her TurboTax return to check her eFile status

Tell Sally to call back later when she is not so frustrated

Answer: Empathize with Sally then continue with the Define portion of the IDEAL process - Always acknowledge your customers frustration then trust in the IDEAL contact model. This is a great way to refocus your customer on the solution rather than the problem.

Explanation

Answer: Empathize with Sally then continue with the Define portion of the IDEAL process - Always acknowledge your customers frustration then trust in the IDEAL contact model. This is a great way to refocus your customer on the solution rather than the problem.

17. Use the brown_assessment.tax2009 file to answer the following question. There is an error in this return regarding line 1 of the 2106. Jerry does not know what to put here because he does not have a home office. Run an error check in this return then select the best recommendation for Jerry.

He can enter 0 in the field to get past the error

You should talk to Ask a Tax expert since this telling him what to do is tax advice

Answer: A. You can inform Jerry that in order to remove the error he will need to remove the form if the error is requesting data which does not apply to his return.
B. Although, you need to be careful not to tell the customer what they should do, you can explain to them how TurboTax works. You can explain that a form will need to be deleted if a partially completed form is currently in the return and causing an error. You can them walk him through deleting a form. He can enter 0 in the field to get past the error.
C. This might get rid of the error, but having him enter a 0 to questions regarding a form which they should not have in their return is not a good idea. You should talk to Ask a Tax expert since this telling him what to do is tax advice - If your customer does not know if they should delete the form or not, or they are not sure if they have a qualifying Home Office, then this might come down to being an tax advice question.

Explanation

Answer: A. You can inform Jerry that in order to remove the error he will need to remove the form if the error is requesting data which does not apply to his return.
B. Although, you need to be careful not to tell the customer what they should do, you can explain to them how TurboTax works. You can explain that a form will need to be deleted if a partially completed form is currently in the return and causing an error. You can them walk him through deleting a form. He can enter 0 in the field to get past the error.
C. This might get rid of the error, but having him enter a 0 to questions regarding a form which they should not have in their return is not a good idea. You should talk to Ask a Tax expert since this telling him what to do is tax advice - If your customer does not know if they should delete the form or not, or they are not sure if they have a qualifying Home Office, then this might come down to being an tax advice question.

18. Paul Smith calls to request a refund. After talking with Paul it is clear that you should give him a refund so you attempt to look up his order. However, you have some trouble finding it. Here is the information that you gather from Paul. Paul Smith 4230 E Mountain Springs 520-354-2167 85719 [email protected] Using your tools, find the product which Paul ordered from us. Hint… You will need to use multiple tools to find this order.

Basic

Home and Business

Deluxe

Premier

Answer: Home and Business. The address will not be found in the Search Order tool. This is because Paul had changed his address. This is a common situation. However, if you use his email address to do a search in the Account Details tool you can find his current address. You can then use the updated zip or phone number to find the order. Using multiple tools to troubleshoot these kinds of situations is a valuable skill when you are taking contacts.

Explanation

Answer: Home and Business. The address will not be found in the Search Order tool. This is because Paul had changed his address. This is a common situation. However, if you use his email address to do a search in the Account Details tool you can find his current address. You can then use the updated zip or phone number to find the order. Using multiple tools to troubleshoot these kinds of situations is a valuable skill when you are taking contacts.

19. David calls you he needs help getting into his TurboTax online return from last year. He has tried to login using the user name upgradeexperiance and [email protected]. Using your tools, including live Mosaic, help David find his account and the order for his Tax Year 2009 return. David Guard 1141 N Chamberlain PL Tucson, AZ 85745

David used TurboTax online and his user ID is guard

David did not use the online software last year he actually used the Desktop software

David did not use TurboTax to file his return last year

Answer: David did not use the online software last year he actually used the Desktop software. Using David’s information in live mosaic you will find that his order number is TTD3646836431 TTD stands for desktop. Also if you look at the order it is for TURBOTAX STATE RETURN TY2009 EFILE. The only product that charges for a state efile is the desktop software.

Explanation

Answer: David did not use the online software last year he actually used the Desktop software. Using David’s information in live mosaic you will find that his order number is TTD3646836431 TTD stands for desktop. Also if you look at the order it is for TURBOTAX STATE RETURN TY2009 EFILE. The only product that charges for a state efile is the desktop software.

20. Use the brown_assessment.tax2009 file to answer the following question. What is the income limit for the Browns to qualify for the Earned Income Credit?

$40,463

$48,279

$35,463

$18,440

Answer: For this one your best bet would probably be to lookup the 2009 Earned Income Credit requirements. One of the ways to do this is to click on the Help Center button in TurboTax desktop then type in Earned Income Credit. The article with the same title will give you the Income limits. The main determinants are Filing status and number of children. On the Personal Info section you can see that this return is Married Filing Jointly and they have two children.

Explanation

Answer: For this one your best bet would probably be to lookup the 2009 Earned Income Credit requirements. One of the ways to do this is to click on the Help Center button in TurboTax desktop then type in Earned Income Credit. The article with the same title will give you the Income limits. The main determinants are Filing status and number of children. On the Personal Info section you can see that this return is Married Filing Jointly and they have two children.

21. TurboTax customers will need to _________ data before they ___________ data into their tax return.

Import, Transfer

Transfer, Import

Answer: Customers will need transfer data and then import data into TurboTax

Explanation

Answer: Customers will need transfer data and then import data into TurboTax

22. Use the brown_assessment.tax2009 file to answer the following question. Jerry calls in about his Schedule A itemized deductions. He wants to delete his employee business expenses and he says it won't let him. Of the tasks below, which would normally be the first one you would do?

Do a search in the agent knowledgebase regarding known employee business expenses issues

Ask Jerry to explain exactly where he is in the program so you fully understand the situation

Open up LiveLOOK so you can see for yourself exactly what your customer is referring to

Have your customer perform an Error Check and Override check

A. Ask Jerry to explain exactly where he is in the program so you fully understand the situation. This is the best answer because it gives you the starting point to fully understand what your customer is seeing which is causing him confusion. Once you know what he is looking at you can determine the best way to delete the figure in question. Doing a search in the agent knowledgebase regarding known employee business expenses issues.
B. You shouldn’t search the knowledgebase before you fully understand the issue.
C. LiveLOOK is good but don’t jump to it first thing. You should initially open TurboTax and try to get to the same spot as your customer. If you can't find the same spot as your customer then at that point you may want to open LiveLOOK so you can see what your customer is referring to.
D. You normally wouldn’t want to do this until you had an understanding of the issue.

Explanation

A. Ask Jerry to explain exactly where he is in the program so you fully understand the situation. This is the best answer because it gives you the starting point to fully understand what your customer is seeing which is causing him confusion. Once you know what he is looking at you can determine the best way to delete the figure in question. Doing a search in the agent knowledgebase regarding known employee business expenses issues.
B. You shouldn’t search the knowledgebase before you fully understand the issue.
C. LiveLOOK is good but don’t jump to it first thing. You should initially open TurboTax and try to get to the same spot as your customer. If you can't find the same spot as your customer then at that point you may want to open LiveLOOK so you can see what your customer is referring to.
D. You normally wouldn’t want to do this until you had an understanding of the issue.

23. Use the brown_assessment.tax2009 file to answer the following question. What is the Total Income on this tax return?

$70,513

$60,216

$32,256

$43,360

Answer: $70,513 - You can get this figure by going to Tools -> Tax Summary

Explanation

Answer: $70,513 - You can get this figure by going to Tools -> Tax Summary

24. How many minutes should you allow your customer to hold before checking back in with them?

1

2

3

5

Answer: 2 – Approximately 2 minutes is the longest you want to keep your customer on hold before checking back with them. A best practice to follow is to thank your customer for holding, give them an update on what you are doing for them and ask permission to place them back on hold.

Explanation

Answer: 2 – Approximately 2 minutes is the longest you want to keep your customer on hold before checking back with them. A best practice to follow is to thank your customer for holding, give them an update on what you are doing for them and ask permission to place them back on hold.

25. What are the steps to remove imported data in the 2009 TurboTax Deluxe Desktop software?

Click on Edit in the menu bar and scroll down and select Remove Imported Data and follow the instructions

You cannot remove data from TurboTax once it is imported. You will have to start a new tax return

Click on File in the menu bar and scroll down and select Remove Imported Data and follow the instructions

Click on Tools in the menu bar and scroll down and select Remove Imported Data and follow the instructions

Answer: Open 2009 TurboTax Deluxe and follow the instructions.

Explanation

Answer: Open 2009 TurboTax Deluxe and follow the instructions.

26. Use the brown_assessment.tax2009 file to answer the following question. When Jerry went through his Georgia return he entered a contribution of $1000 to a Georgia College Savings Plan. He just recalled that in fact he contributed $2000 to this college plan. He needs to get back to this entry and change the figure to 2000. Using the Interview of Forms mode change this figure to 2000 then answer this question. What is the new Georgia refund after changing the Georgia College Contribution fund to 2000?

$1,769

$1,049

$1,819

$1,899

Answer: $1,049 - If you go into the Georgia return then revisit Adjustments you will come across a screen with a check box next to a line about contributing to a Georgia college fund. On the next screen you will see a pre-populated $1,000 figure. You can then change that to $2,000 and your Georgia refund will change to this figure.

Explanation

Answer: $1,049 - If you go into the Georgia return then revisit Adjustments you will come across a screen with a check box next to a line about contributing to a Georgia college fund. On the next screen you will see a pre-populated $1,000 figure. You can then change that to $2,000 and your Georgia refund will change to this figure.

27. What would your customer click on in the Menu bar to View Installed Updates in the 2009 TurboTax Desktop software

Online

Tools

Help

View

Answer: This option is housed under the Online menu. Open the 2009 TurboTax Desktop software

Explanation

Answer: This option is housed under the Online menu. Open the 2009 TurboTax Desktop software

28. Use the brown_assessment.tax2009 file to answer the following question. Jerry tells you that the figure in question that he is looking at is on the print out of his Schedule A line 21. There is a figure of 500 and it is not correct. He must have misunderstood the question because he did not have any employee business expenses. He is trying to delete the entry and it will not let him. You show Jerry the correct way to remove the 500 figure in forms mode. What is the form and line number where he should delete this figure from?

Miscellaneous Itemized Deductions Statement Line 8

Miscellaneous Itemized Deductions Statement Line 6

Schedule A Line 24

Schedule A line 19

Answer: If you do a data source on Line 21 of the Schedule A it will take you to the Miscellaneous Itemized Deductions Statement where you can see the source location is on line 6 and can be edited on that line without an override.

Explanation

Answer: If you do a data source on Line 21 of the Schedule A it will take you to the Miscellaneous Itemized Deductions Statement where you can see the source location is on line 6 and can be edited on that line without an override.

29. Ty Law contacts you after recently purchasing ProReview and is requesting a refund. Ty purchased Pro Review five minutes ago after completing his return and is now requesting a refund.

Provide Ty with a refund after locating his order in Mosaic.

Ty will need to contact TRI to request a refund for ProReview.

Refunds for ProReview are processes by the CRIS escalation team.

Ty will need to contact TurboTax support twenty four hours after he placed his order to request a refund

Customers will need to contact Tax Resources Inc. to request a refund for ProReview or Audit Defense. View Audit Defense or Pro Review (TRI) Refunds (You must be in the Agent KnowledgeBase to view this article)

Explanation

Customers will need to contact Tax Resources Inc. to request a refund for ProReview or Audit Defense. View Audit Defense or Pro Review (TRI) Refunds (You must be in the Agent KnowledgeBase to view this article)

30. You have learned about Intuit and TurboTax. You should now have a good understanding about the importance of Personal Brand. Which of the following is not another word for Brand?

Reputation

Status

Attribute

Perception

Answer: Status – Your brand is not about your status or stature. It is neither your position nor standing. Your brand comes from others perception of you and is based upon a series of interactions with you.

Explanation

Answer: Status – Your brand is not about your status or stature. It is neither your position nor standing. Your brand comes from others perception of you and is based upon a series of interactions with you.

31. Which of the following statements about the Maximum Refund Guarantee is false?

Claims must be submitted within thirty days of your TurboTax filing date and no later than 5.15.10

TurboTax Federal Free Edition customers are entitled to payment of 14.95 and a refund of your state purchase price paid

Answer: Claims must be submitted within sixty days of your TurboTax filing date and no later than 6/15/10. View Maximum Refund Guarantee

Explanation

Answer: Claims must be submitted within sixty days of your TurboTax filing date and no later than 6/15/10. View Maximum Refund Guarantee

32. Identify which part of the IDEAL contact model that the following example demonstrates: Let me make sure I understand. You are trying to eFile your return and your computer freezes. Is that correct?

Define

Identify

Act

Explore

Answer: Define - Paraphrase the issue back to your customer to ensure you understood the issue correctly. This facilitates agreement and ensures customer confidence.

Explanation

Answer: Define - Paraphrase the issue back to your customer to ensure you understood the issue correctly. This facilitates agreement and ensures customer confidence.

33. Use the brown_assessment.tax2009 file to answer the following question. The figure in question is on Line 3 of the Medical Expenses Worksheet. Using any method you choose find the title of the Interview screen where this entry was entered by the user.

Enter Professional Fees Paid

Enter Any Professional Fees That Occurred in 2009

Enter Other Business Expenses

Enter Any Other Medical Expenses

Answer: After looking at line 3 of this worksheet you can see that the figure is $75.00. You can then go to My Tax Data and search for the $75.00 figure then select Interview which will take you the appropriate screen.

Explanation

Answer: After looking at line 3 of this worksheet you can see that the figure is $75.00. You can then go to My Tax Data and search for the $75.00 figure then select Interview which will take you the appropriate screen.

34. After following the Identify and Define steps with your customer, you confirm that they have a .NET install issue. You know from experience that these contacts can take several hours to resolve. Now it is time to Explore the best solution with your customer.

Answer: This is the best selection because you are Exploring by giving your customer both options. Depending on your customer’s situation, troubleshooting or using a TTO code may be the best selection. It is your job to present them with information they need to choose the best option for them.

Explanation

Answer: This is the best selection because you are Exploring by giving your customer both options. Depending on your customer’s situation, troubleshooting or using a TTO code may be the best selection. It is your job to present them with information they need to choose the best option for them.

35. Please use the production version of Mosaic to answer the following question. Ben calls and needs help getting into his account. He has tried the user ID benjiroo but this is not the right User ID. He cannot remember the email that he used to set up his account. Using the information below, find out which email address he used so that you can identify the additional user IDs that are linked to that email address.

[email protected]

Mrbenjamin@wallcom

[email protected]

Answer: mrbenjamin@wallcom

Explanation

Answer: mrbenjamin@wallcom

36. Identify which part of the IDEAL contact model is missing from the following example. What do you see when you open TurboTax? Let me make sure I understand We will start by clicking on your windows start menu Please take the time to complete our survey

Identify

Define

Look Back

Explore

Answer: Explore - Use your resources to explore different options when resolving your customer’s issue. Ask additional questions to determine the best solution based on your customer’s unique situation.

Explanation

Answer: Explore - Use your resources to explore different options when resolving your customer’s issue. Ask additional questions to determine the best solution based on your customer’s unique situation.