Training Day 6 Wave 5

25 Questions | Total Attempts: 136

SettingsSettingsSettings
Training Day 6 Wave 5 - Quiz


Questions and Answers
  • 1. 
    The year-over-year transfer (also called prior-year transfer) functionality has great benefits for our returning customers.  Which of the selections below is NOT a benefit of the transfer feature?
    • A. 

      Saves time

    • B. 

      Ensures data accuracy

    • C. 

      Data can be edited if it needs to be changed

    • D. 

      Reduces the amount of the current-year tax owed

  • 2. 
    You can import Employee Stock Purchase Plans into TurboTax
    • A. 

      True

    • B. 

      False

  • 3. 
    You can import financial information from Mint.com to TurboTax Online
    • A. 

      True

    • B. 

      False

  • 4. 
    You can use your TurboTax online account information to log into ItsDeductible
    • A. 

      True

    • B. 

      False

  • 5. 
    Customer needs to prepare all nonresident state returns prior to preparing their resident state return for proper calculation.
    • A. 

      True

    • B. 

      False

  • 6. 
    Delete a state option is only available in TurboTax Online until the customer decides to pay.
    • A. 

      True

    • B. 

      False

  • 7. 
    In the desktop version of TurboTax during the interview process the customer  can click on the File menu and click on Remove State Return if they wish to delete a state from the return.
    • A. 

      True

    • B. 

      False

  • 8. 
    When looking for your customer’s order, you will need to create an incident. Then you will need to go to this section in Mosaic.
    • A. 

      Create Order

    • B. 

      Order Lookup

    • C. 

      Find Order

    • D. 

      Search Order

  • 9. 
    Where is the Unlock tool located?
    • A. 

      QuickBase

    • B. 

      Instant Service

    • C. 

      Mosaic

    • D. 

      Privacy Tool

  • 10. 
    In the desktop version of TurboTax during the interview process the customer  can click on the File menu and click on Remove State Return if they wish to delete a state from the return.
    • A. 

      True

    • B. 

      False

  • 11. 
    Which steps below will allow you to open the uninstall or change a program section on a Windows XP machine?
    • A. 

      Click on Start select control panel and click on add or remove programs

    • B. 

      Click Start then Default programs on the top bar select add or remove programs

    • C. 

      Right Click Start and select properties then on the top bar select add or remove programs

    • D. 

      Right click on Internet Explorer and select properties then on the top bar select add or remove programs

  • 12. 
    A customer is working on a 2009 tax return and is trying to transfer their information. What file do they need to find to successfully transfer the information?
    • A. 

      .pdf

    • B. 

      .tax2008

    • C. 

      .tax

  • 13. 
    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. 

      Deluxe

    • B. 

      Basic

    • C. 

      Home and Business

    • D. 

      Premier

  • 14. 
    Steve Hobbs, a Mac user, is having trouble installing his 2009 TurboTax program from his My Downloads account. Before transferring him to an install agent, you decide to do a little troubleshooting. Look up his account and see if you can identify what it causing this issue. His zip code is 90211.
    • A. 

      He does not have Turbo Tax in his account

    • B. 

      He does not have a Mac version of TurboTax in his account

    • C. 

      Everything looks good. This is a situation where you should transfer him to an agent who can troubleshoot install issues

    • D. 

      The wrong year is selected

  • 15. 
    If a customer is looking to download the Turbo Tax program they will go to www.turbotax.com and then login to the My Account section.
    • A. 

      True

    • B. 

      False

  • 16. 
    Who is the department/resource is readily available to assist in resolving highly complex installation issues?
    • A. 

      The CSI Team (Customer Solutions Interface)

    • B. 

      Turbo Tax Advantage

    • C. 

      Tier 2

    • D. 

      Agent Support Desk

  • 17. 
    When would the final updates for Turbo Tax be available?
    • A. 

      Middle of January

    • B. 

      Middle of March

    • C. 

      End of February

    • D. 

      Middle of April

  • 18. 
    When troubleshooting installation issues you may find it helpful to utilize a specific tool that allows you to see your customers computer screen. What is the name if this tool?
    • A. 

      LiveLook

    • B. 

      InstantService

    • C. 

      Mosaic

    • D. 

      QBN Tool

  • 19. 
    Your customer says “I receive Schedule K-1s.  I have bought a new home and want to claim mileage on my return. Can I use TurboTax Deluxe?”
    • A. 

      Yes, TurboTax Deluxe will support all of your tax situations. If you find you need more help in the home business or investment sections you will be given the option to upgrade within the program.

    • B. 

      No, I would suggest TurboTax Home and Business because it has specific interview questions which were designed to help you with investment and home business situations.

  • 20. 
    The downloaded version of Turbo Tax will include all recent updates where as the CD includes all updates available when that CD was created. This means the customer will most likely want to update Turbo Tax once it has installed successfully.
    • A. 

      True

    • B. 

      False

  • 21. 
    Your customer, Lance Barberry, is having problems with his TurboTax program. When he tries to open it nothing happens. He has already uninstalled and reinstalled the program from the Add/Remove Programs list on his computer and it looks like the program has uninstalled, when he tries to reinstall it he receives the message “TurboTax is already installed” What is the best explanation for this issue?
    • A. 

      This issue occurs when a prior TurboTax installation did not finish installing or uninstalling, leaving it in a broken state. The residual files on your computer are detected by the TurboTax installer, hence the message.

    • B. 

      This issue occurs when the customer’s computer does not meet the system requirements for installation.

    • C. 

      This issue occurs when we send a bad disk or download to the customer’s account.

    • D. 

      This issue occurs when the customer has not updated their TurboTax program.

  • 22. 
    Which product would you recommend to your customer if they just got married, bought a house, and sold stocks?
    • A. 

      TurboTax Deluxe

    • B. 

      TurboTax Premier

    • C. 

      TurboTax Home and Business

    • D. 

      TurboTax Online Edition

  • 23. 
    E-filing, Audit Risk, Error Check, and Importing are all features of what Turbo Tax Product?
    • A. 

      Premier

    • B. 

      Basic

    • C. 

      All answers are correct

    • D. 

      Online

  • 24. 
    The two different medias that you can install TurboTax from are CD and Download.
    • A. 

      True

    • B. 

      False

  • 25. 
    Your customer, Elvis Smith, has called because he is receiving “Error 25015: Failed to install assembly” when he tries to install his Turbo Tax Deluxe. The actual error message this customer is receiving is: C:\WINDOWS\Microsoft.NET\Framework\V2.0.50727\Microsoft\VisualBasic.Vsa.dll Because of System Error 0x80131107. Of the options below, which Article ID would you use to solve Elvis’ issue?
    • A. 

      Article ID: SLN12665

    • B. 

      Article ID: SLN12263

    • C. 

      Article ID: GEN12454

Back to Top Back to top