Jun Chen

Session 8

Your Client: Jun ChenWB 91

Objectives: Jun Chen

•Pre-interview screen•I Am Worth It•Pay-down process for H&R Block Emerald Advance™•H&R Block Emerald Prepaid MasterCard® •Settlement options •Obtaining required signatures•Year-round line of credit•Recommendations•Peace of Mind® Extended Service Plan•H&R Block Advantage Report

WB 91

Prepare for the Client to ArriveWB 92

Set Expectations

When does client retention improve with the help of client matching?

How do you ensure that your client is matched to you next year?

Tasks to set expectations: Welcome Collect forms Answer questions Set expectations I Am Worth It Ask for referrals

WB 93

Engage the Client

What will you ask Jun when you enter her information documents?

WB 94-95

Engage the Client

Buying a home; middle of the city

Graduated local university - degree in nursing

Encouraged not to have credit cards

Graveyard shift - loves working with people

Needs refund soon - ordered furniture

Great grandmother saving for years - inherit part

Core group of friends - do everything together

Attitudinal Segment?

WB 96

Review the Return

What do you say when you review the return with Jun?

How did you convey I Am Worth It?

WB 97-98

Emerald Advance Pay Down

How do you have the conversation with Jun about paying down her line of credit?

WB 99

Emerald Savings

How do you explain to Jun the power of the Emerald suite of products to include Emerald Savings?

WB 100

Online Evaluations and Knowledge Checks

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