Prior Tax Professional Session 6 Jose: Latino Focus
Prior Tax Professional Session 6Jose: Latino Focus
Session Overview
Work with our client, Jose Jalisco, for this session.
Provide effective First Impression.
Identify client’s needs.
Personalize the client experience.
Provide value.
Ask for recommendations.
Solidify client relationship.
WB 67-68
First Impressions - Front DeskWB 69
First Impressions - PreferencesWB 70
Price QuoteWB 71
“How much is this going to cost?”Fees start at $__
Remember our services include:
Free E-File - Faster refund, greater accuracy, no paper returns to file.
Meet face to face and have your return prepared and signed by a Tax Professional selected to meet your specific need.
Audit Assistance - We will assist you if you are ever audited.
Year-round access to a Tax Professional to answer any tax questions.
Maximum Refund Guarantee - We guarantee we will get you the largest refund you are entitled to receive.
Satisfaction Guaranteed - or you don’t pay.
If H&R Block makes any errors, we will pay any penalty or interest.
First Impressions - Practice
Practice First Impression
Greeting at front desk
Escort clients to tax desk
Take 2
Set expectations for recommendations
Explain required documents
Answer price quote question
WB 71-72
Fishbowl Tag Out/Tag In
Client
Tax Professional
Tag OutPerson inside circle init iates
Tag InPerson outside circle init iates
Compare/Contrast First ImpressionsWB 72
Personalize
What do you know about Jose from his documents?
WB 73-74
Personalize
Questions for Jose?
Jose’s Needs?
WB 74
Personalize - Prepare Return
Instructions:
Pair up - client and Tax Professional.
Case Study 39 - Jose and Juanita Jalisco.
Client provides feedback (p.75) - specifically soft skills.
Advice provided.
Recommendation opportunities.
Stop before you review bill.
WB 75
Provide Value
Second Look Review.
Convey my expertise.
Get help with ITIN.
Advice provided.
Recommendations.
WB 76-77
Price/ValueWB 78-79
This is a sample screen - it is not Jose’s information.
Settlement and Disbursement Options
Settlement Options
Disbursement Options
2/4
Last ImpressionWB 80-81
Client Issue ResolutionWB 81
Return not accepted by IRS
Issue with child’s DOB
Last Impression - Compare/ContrastWB 82
Summary & Review
First Impression
Personalize
Price/Value
Last Impression
WB 83-84