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  • 1/36 Questions

    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
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Final Assessment Quizzes & Trivia
About This Quiz

This quiz is ideal for professionals and students in accounting and finance fields wishing to develop and advance tax knowledge. Assess your knowledge on the subject and more by taking this quiz below. All the very best.

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  • 2. 

    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

    Correct Answer
    A. Explore
    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.

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  • 3. 

    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

    Correct Answer
    A. Use Mute instead of the Hold button
    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.

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  • 4. 

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

    • 1

    • 2

    • 3

    • 5

    Correct Answer
    A. 2
    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.

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  • 5. 

    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

    Correct Answer
    A. The first and every time they contact us
    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.

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  • 6. 

    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

    Correct Answer
    A. Status
    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.

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  • 7. 

    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

    Correct Answer
    A. Notify your customer of your location
    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.

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  • 8. 

    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

    Correct Answer
    A. Displaying sympathy
    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.

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  • 9. 

    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

    Correct Answer
    A. All answers are correct
    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.

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  • 10. 

    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

    Correct Answer
    A. Empathize with Sally then continue with the Define portion of the IDEAL process
    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.

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  • 11. 

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

    • Online

    • Tools

    • Help

    • View

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

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  • 12. 

    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

    Correct Answer
    A. It is available in your account for three years from the date of purchase
    Explanation
    Answer: View the KnowledgeBase article TurboTax Download FAQs

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  • 13. 

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

    • Import, Transfer

    • Transfer, Import

    Correct Answer
    A. Transfer, Import
    Explanation
    Answer: Customers will need transfer data and then import data into TurboTax

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  • 14. 

    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

    Correct Answer
    A. False, you can only transfer information from a single tax return
    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.

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  • 15. 

    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

    Correct Answer
    A. Click on File in the menu bar and scroll down and select Remove Imported Data and follow the instructions
    Explanation
    Answer: Open 2009 TurboTax Deluxe and follow the instructions.

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  • 16. 

    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

    Correct Answer
    A. Ty will need to contact TRI to request a refund for ProReview.
    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)

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  • 17. 

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

    • If you get a larger refund or smaller tax due from another tax preparation method, we'll refund the applicable TurboTax federal or state purchase price paid

    • 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

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

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  • 18. 

    What tool should be used to troubleshoot a billing issue?

    • TurboTax Online

    • Mosaic

    • Privacy Tool

    • TurboTax Desktop

    Correct Answer
    A. Mosaic
    Explanation
    Answer: Mosaic

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  • 19. 

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

    • QBN

    • Privacy

    • EFE

    • QuickBase

    Correct Answer
    A. Privacy
    Explanation
    Answer: Privacy

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  • 20. 

    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

    Correct Answer
    A. Home and Business
    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.

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  • 21. 

    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?

    • 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

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

    • Process the refund per our 60 day satisfaction guarantee

    Correct Answer
    A. 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
    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.

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  • 22. 

    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

    • Have Stan contact the postal service. Since this product has been shipped successfully you will want to make sure it is not being held at the office before we ship it out again.

    Correct Answer
    A. Apologize for the inconvenience then correct the address and ship it out again
    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

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  • 23. 

    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.

    Correct Answer
    A. Mrbenjamin@wallcom
    Explanation
    Answer: mrbenjamin@wallcom

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  • 24. 

    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

    Correct Answer
    A. David did not use the online software last year he actually used 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.

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  • 25. 

    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

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

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  • 26. 

    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.

    • Let your customer know about the TurboTax Online Pre-Paid code and set clear expectations regarding the steps that may be required if you troubleshoot the .NET install issue. Let your customer choose the option that is best for them.

    • Let your customer know that TurboTax Pre-paid codes will be the best option because it will allow them to begin their tax return right away without any troubleshooting.

    • Follow the steps in the knowledgebase to resolve the .NET install issue. If you are unable to get the program installed, offer a TurboTax Online Pre-Paid code.

    Correct Answer
    A. Let your customer know about the TurboTax Online Pre-Paid code and set clear expectations regarding the steps that may be required if you troubleshoot the .NET install issue. Let your customer choose the option that is best 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.

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  • 27. 

    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

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

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  • 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

    Correct Answer
    A. Miscellaneous Itemized Deductions Statement Line 6
    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.

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  • 29. 

    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

    Correct Answer
    A. The figure was transferred from last year
    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.

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  • 30. 

    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

    Correct Answer
    A. Enter Professional Fees Paid
    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.

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  • 31. 

    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

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

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  • 32. 

    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

    Correct Answer
    A. $48,279
    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.

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  • 33. 

    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.

    • 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

    • 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

    Correct 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
    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.

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  • 34. 

    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

    Correct Answer
    A. No, the refund amount stays the same after removing the 2106
    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.

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  • 35. 

    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

    Correct Answer
    A. Yes
    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.

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  • 36. 

    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

    Correct Answer
    A. $1,049
    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.

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Quiz Review Timeline (Updated): Mar 22, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Dec 16, 2010
    Quiz Created by
    Satorogi

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