In Scope Or Out Of Scope?

1.

Your client John wants you to match expense receipts to his credit card statement and then put the expenses in a spreadsheet to submit to be reimbursed. Is this task in scope or out-of-scope?

A.

Yes, we can match receipts to transactions and create an expense report.
B.

No, we aren't accountants or bookkeepers. He'll need to ask one of those professionals to help him.

Correct Answer
A. Yes, we can match receipts to transactions and create an expense report.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202062049-Scope-of-Service-Financial

In Scope Examples:
* Match receipts to credit card and/or bank statements
* Fill in expense reports with client review and sign off including adding classifications given by the client

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2.

You've been helping your client Sarah find a fancy restaurant that will host her private dinner party next week. Now Sarah has decided on the ritzy El Bell del Taco and is ready to pay the deposit and confirm the venue. Your contact at the restaurant says they need a signature on the contract before they can confirm everything, and they need the contract back ASAP or your client might lose the space. You have your client's electronic signature on file already - should you sign it for them?

A.

No. We do not sign contracts for clients.
B.

Yes. Sarah gave you her signature so you could sign things like this for her, especially when it is urgent.

Correct Answer
A. No. We do not sign contracts for clients.

Explanation
https://zirtual.zendesk.com/hc/en-us/articles/202824155-Scope-of-Service-Representation-and-Client-Approvals
Out of Scope:
* The ZA may not sign any financially binding document on behalf of the client.
* Signing legal documents for the client

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3.

John said you did a great job with his expenses, and now he's asked you to go through his clients and contact the ones that haven't paid their bills and remind them their account is past due. Is this a task we can do?

A.

Sure! It's just an easy reminder call or email.
B.

No, this is a task that an professional in accounts receivable or collections should handle. What you can offer to do is list clients who are past due, or research accounting firms for John to hire for collections help.

Correct Answer
B. No, this is a task that an professional in accounts receivable or collections should handle. What you can offer to do is list clients who are past due, or research accounting firms for John to hire for collections help.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202062049-Scope-of-Service-Financial
In Scope Examples:
* Research bookkeeping firms and software

Out of Scope Examples:
* Collection activities and/or follow up regarding open invoices including calls, writing letters

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4.

Your client Michelle got a speeding ticket and now needs to take online traffic school to avoid the fine. The deadline is tomorrow and she won't be near a computer to get the traffic school test done on time. Can you take the test for her?

A.

No, but you could try to see if there is any way to get an extension on the deadline.
B.

Normally we wouldn't, but she's a really great client and we want to keep her happy. We can make an exception this time.

Correct Answer
A. No, but you could try to see if there is any way to get an extension on the deadline.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202824155-Scope-of-Service-Representation-and-Client-Approvals
* The ZA is not allowed to perform any task where they must pose as the client or another person.

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5.

Your client has been taking a lot of Amtrak trips lately and has been missing out on the points he could be accumulating. Can we sign him up for an Amtrak account and get him his points retroactively?

A.

No, we can't sign up clients for any rewards programs.
B.

Yes, we can sign them up and ask Amtrak customer service to retroactively apply points for his past train trips.

Correct Answer
B. Yes, we can sign them up and ask Amtrak customer service to retroactively apply points for his past train trips.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202824155-Scope-of-Service-Representation-and-Client-Approvals

Approved Tasks:
* Signing up a client for Rewards Programs (such as SkyMiles)

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6.

Your client needs to update their company's Facebook page every day for a campaign they have going on. Your client gave you a list of posts for the rest of the month. Can we post these for her?

A.

Yes, we can update social media with scheduled posts.
B.

No, we can't update any social media posts. They could hire someone at Elance or Scripted for this task.

Correct Answer
A. Yes, we can update social media with scheduled posts.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202062089-Scope-of-Service-Social-Media
Approved Tasks:
* Proofread & schedule social media posts including blog posts
* Update social profiles

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7.

Your client needs some photos to use with their blog posts. She gave you a list of topics and wants you to find stock photos that match those topics, but she can't pay for any images. She's asked you to find copyright-free images where you can, and to crop out watermarks on any other photos that you find. Can we do this?

A.

Sure! Cropping photos is an easy task that's in scope with a free online photo editor.
B.

We can find the copyright-free images, but we can't source ones that are copyrighted unless she pays for them.

Correct Answer
B. We can find the copyright-free images, but we can't source ones that are copyrighted unless she pays for them.

Explanation
From: https://zirtual.zendesk.com/hc/en-us/articles/202062089-Scope-of-Service-Social-Media

Approved Tasks:
* Source images for posts without violating copyright laws

Out of Scope:
* Create and edit images/videos, advertising copy, or other content

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8.

Your client is trying to get his new product into stores. He'd like you to find stores in his region that sell similar products and find contact information for the store's manager. Is this in scope?

A.

Yes! We can create a list of potential stores in his area that could sell his product.
B.

No, this is lead generation. We do n't generate leads for clients.

Correct Answer
A. Yes! We can create a list of potential stores in his area that could sell his product.

Explanation
If the client then asks us to actually pitch the product, that would be out of scope.
From: https://zirtual.zendesk.com/hc/en-us/articles/202824035-Scope-of-Service-Lead-Generation
* Organizing a list &/or sorting a data set for a list of potential customers without taking the subjective next step of inferring who will buy a product
* e.g. Combing through a database of homeowners to find those who live in 90210, and providing that list to the client. The client can use the information however s/he sees fit, but it becomes out of scope when trying to infer which homeowners would be most likely to make a donation to a political action committee, buy a product, etc.

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