Prior Tax Professional Session 6Jose: Latino Focus

Session Overview

Work with our client, Jose Jalisco, for this session.

Provide effective First Impression.

Identify client’s needs.

Personalize the client experience.

Provide value.

Ask for recommendations.

Solidify client relationship.

WB 67-68

First Impressions - Front DeskWB 69

First Impressions - PreferencesWB 70

Price QuoteWB 71

“How much is this going to cost?”Fees start at $__

Remember our services include:

Free E-File - Faster refund, greater accuracy, no paper returns to file.

Meet face to face and have your return prepared and signed by a Tax Professional selected to meet your specific need.

Audit Assistance - We will assist you if you are ever audited.

Year-round access to a Tax Professional to answer any tax questions.

Maximum Refund Guarantee - We guarantee we will get you the largest refund you are entitled to receive.

Satisfaction Guaranteed - or you don’t pay.

If H&R Block makes any errors, we will pay any penalty or interest.

First Impressions - Practice

Practice First Impression

Greeting at front desk

Escort clients to tax desk

Take 2

Set expectations for recommendations

Explain required documents

Answer price quote question

WB 71-72

Fishbowl Tag Out/Tag In

Client

Tax Professional

Tag OutPerson inside circle init iates

Tag InPerson outside circle init iates

Compare/Contrast First ImpressionsWB 72

Personalize

What do you know about Jose from his documents?

WB 73-74

Personalize

Questions for Jose?

Jose’s Needs?

WB 74

Personalize - Prepare Return

Instructions:

Pair up - client and Tax Professional.

Case Study 39 - Jose and Juanita Jalisco.

Client provides feedback (p.75) - specifically soft skills.

Advice provided.

Recommendation opportunities.

Stop before you review bill.

WB 75

Provide Value

Second Look Review.

Convey my expertise.

Get help with ITIN.

Advice provided.

Recommendations.

WB 76-77

Price/ValueWB 78-79

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

Settlement and Disbursement Options

Settlement Options

Disbursement Options

2/4

Last ImpressionWB 80-81

Client Issue ResolutionWB 81

Return not accepted by IRS

Issue with child’s DOB

Last Impression - Compare/ContrastWB 82

Summary & Review

First Impression

Personalize

Price/Value

Last Impression

WB 83-84