denise will to win 2009

Prior Tax Professional Session 5Denise: Relieve Financial Stress

Session Overview

Work with our client, Denise Hope, for this session.

Provide effective First Impression. Identify client’s needs. Personalize the client experience. Provide value. Ask for recommendations. Solidify client relationship.

WB 53-54

New Upfront Consent to Disclose

Explain to client

“This new Upfront Consent to Disclose for Service Providers will enable H&R Block to share your data with our third party service providers who may assist H&R Block with non-tax related research and product development.” (p.189-190 - Cover)

“You will benefit through H&R Block’s enhanced ability to offer new and different products in future tax seasons.” (p. 190 - Important to Clients)

“Your information will NOT be sold to any third party.” (p.190 - Protected Information) “The service provider will NOT use the information provided to direct market to you in

any way.” (p.190 - Protected Information) “The service provider is acting on H&R Block’s behalf and may only use the information

provided as specifically directed by H&R Block.” (p.190 - Protected Information) “H&R Block contractually requires its service providers to put in place reasonable

safeguards in place to protect the data provided. The service provider must treat the information H&R Block provides them as confidential to H&R Block.” (p.190 - Protected Information)

“You are not obligated to provide your consent but I want to make sure you understand the purpose of our asking for your consent.  Your consent will help H&R Block collaborate with companies who can help to develop products and services that meet your needs for convenience and flexibility. Your data will be appropriately safeguarded and will and only be used for the specific purpose authorized in the consent.”

WB 189-191

First ImpressionsWB 55-56

Personalize

What do you know about Denise from this document?

WB 57

Personalize

Questions for Denise?

Denise’s Needs?

WB 58

Personalize - Prepare Return

Instructions:Pair up - client and Tax Professional.Case Study 15 - Denise Hope.Client provides feedback (p.59) - specifically

soft skills.Advice provided.Recommendation opportunities.Stop before you review bill.

WB 59

Debrief

Ease uneasy feeling - members of household?

Impact of living with father?Questions about jury duty pay?Ease uneasy feelings when EITC Notes

appear?Earn recommendations?

Price/ValueWB 60-61

This is a sample screen - it is not Denise’s information.

Prior Year Comparison

This is a sample screen - it is not Denise’s information.

Settlement and Disbursement Options

Settlement Options

Disbursement Options

2/5

Last Impression

Complete the return and wrap up the interview.

I should do the following to close our the client experience for Denise and solidify our relationship:

WB 62-63

Client Issue Resolution

While return is printing…

1099 C

Assemble the Return - Review Printed Return

Office DocumentsIncome Information Worksheetup to and including Form 8879with all appropriate signatures

Client DocumentsCopies of previous documentswith all appropriate signatures

Assemble the Return - File for the Office

Package BIncome Information Worksheetto (but not including Form 8879)with all appropriate signatures

+ all pre-printed NCR documents (recommended)

Staple once through 09 boxFold over long documents to match size of rest of documents (Example

Upfront Consent to Disclose - Service Providers is folded)

File by Client’s Last Name

Package AForm 8879Form 8453

+ Copies of Client’s Income Documents (W-2, W-2G, 1099 R)

+ signed IRS e-file consent to disclosure forms

Staple once through Form 8879

File by DCN (first line)

09

Last ImpressionWB 64

Summary & Review

First ImpressionPersonalizePrice/ValueLast Impression

WB 64-65