Review For Final Assessment

36 Questions | Total Attempts: 465

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Final Assessment Quizzes & Trivia

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.


Questions and Answers
  • 1. 
    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?
    • A. 

      Define

    • B. 

      Identify

    • C. 

      Act

    • D. 

      Explore

  • 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
    • A. 

      Identify

    • B. 

      Define

    • C. 

      Look Back

    • D. 

      Explore

  • 3. 
    Which of the following examples is not a principle of placing your customer on hold?
    • A. 

      Ask permission

    • B. 

      Set a time expectation

    • C. 

      Use Mute instead of the Hold button

    • D. 

      Explain why

  • 4. 
    How many minutes should you allow your customer to hold before checking back in with them?
    • A. 

      1

    • B. 

      2

    • C. 

      3

    • D. 

      5

  • 5. 
    Complete the following sentence. I am empowered to do right by my customer…
    • A. 

      The first and every time they contact us

    • B. 

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

    • C. 

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

    • D. 

      Only after I have supervisor approval

  • 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?
    • A. 

      Reputation

    • B. 

      Status

    • C. 

      Attribute

    • D. 

      Perception

  • 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?
    • A. 

      Identify yourself and the company

    • B. 

      Confirm that your customer has no additional issues

    • C. 

      Notify your customer of your location

    • D. 

      Mention the recap email and survey they will receive

  • 8. 
    Professionalism is defined in many ways. Which of the following is not a common characteristic of professionalism?
    • A. 

      Being focused and business oriented

    • B. 

      Exhibiting Confidence

    • C. 

      Behaving ethically

    • D. 

      Displaying sympathy

  • 9. 
    You will experience a wide variety of customer questions and frustrations. Which of the following would be inappropriate behavior toward your customers?
    • A. 

      All answers are correct

    • B. 

      Speaking in a monotone or disinterested voice

    • C. 

      Expressing frustration towards your customers

    • D. 

      Behaving in a condescending manner

  • 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.
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 11. 
    What would your customer click on in the Menu bar to View Installed Updates in the 2009 TurboTax Desktop software
    • A. 

      Online

    • B. 

      Tools

    • C. 

      Help

    • D. 

      View

  • 12. 
    How long is the TurboTax download available in your TurboTax My Downloads account?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 13. 
    TurboTax customers will need to _________ data before they ___________ data into their tax return.
    • A. 

      Import, Transfer

    • B. 

      Transfer, Import

  • 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.
    • A. 

      True, you can transfer information from multiple tax returns

    • B. 

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

  • 15. 
    What are the steps to remove imported data in the 2009 TurboTax Deluxe Desktop software?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 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.
    • A. 

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

    • B. 

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

    • C. 

      Refunds for ProReview are processes by the CRIS escalation team.

    • D. 

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

  • 17. 
    Which of the following statements about the Maximum Refund Guarantee is false?
    • A. 

      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

    • B. 

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

    • C. 

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

  • 18. 
    What tool should be used to troubleshoot a billing issue?
    • A. 

      TurboTax Online

    • B. 

      Mosaic

    • C. 

      Privacy Tool

    • D. 

      TurboTax Desktop

  • 19. 
    What tool would you use to remove a customer from our marketing email list?
    • A. 

      QBN

    • B. 

      Privacy

    • C. 

      EFE

    • D. 

      QuickBase

  • 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.
    • A. 

      Basic

    • B. 

      Home and Business

    • C. 

      Deluxe

    • D. 

      Premier

  • 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?
    • 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

    • B. 

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

    • C. 

      Process the refund per our 60 day satisfaction guarantee

  • 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]
    • A. 

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

    • B. 

      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.

  • 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.
  • 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
    • A. 

      David used TurboTax online and his user ID is guard

    • B. 

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

    • C. 

      David did not use TurboTax to file his return last year

  • 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?
    • A. 

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

    • B. 

      Contact Agent Support Desk

    • C. 

      Create a defect submission

    • D. 

      Contact CSI

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