Isabel and Javier CastilloSession 6

Your Clients: Isabel and JavierWB 65

Objectives

Display that you are worth it through use of the following programs:

•H&R Block Emerald AdvanceTM

•Second Look® Review•7216•Refund Anticipation Loan (RAL)•H&R Block Emerald Prepaid MasterCard®

•Peace of Mind® Extended Service Plan

WB 65

Client MatchingWB 66

January 2nd - Emerald Advance

The Castillos are at your desk to complete their Emerald Advance from the Counter Offer they received.

What do you do? What do you need to ask the client in order to

start? How do you set expectations and what do

you say to explain the New Client Process?

WB 67

January 2nd - Emerald Advance

The Castillos are excited to be approved for the Emerald Advance and will take $200 today.

How do you explain auto pay? How do you explain the options for year-

round line of credit? How do you explain the pay-down process?

WB 68

Emerald Advance Year Round Line of Credit

Emerald Savings Contribution

Payroll Direct Deposit

Secured/Unsecured Secured Unsecured

APR 9% 36%

Contribution Limits Minimum $300

Maximum $1000

Minimum $500 per month payroll direct deposit

No maximum limit

Line of Credit Amount $300 to $1000 $300

WB 68

January 2nd - Second Look® Review

How do you offer Second Look Review to a new client?

What do you do if you find an error on their return that is fraudulent?

WB 69

January 2nd - Second Look® Review

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WB 69

January 2nd - Second Look® Review

Complete a Second Look Review for the Castillos in TPS. Use the return you find in the workbook.

WB 70-72

January 2nd - Second Look® Review

How do you explain the clients’ options when they complete their Second Look Review?

What is the fee for a Second Look Review?

What steps do you need to take to amend the return?

WB 73

Set the Tax Appointment

•How will you explain to Isabel and Javier the value of scheduling the appointment?

WB 74

Transition

January 31st

Preparing for the Clients to ArriveWB 75

Set Expectations

Reintroduce yourself. Ask for forms. Answer questions. Set expectations. I Am Worth It. Ask for referrals.

WB 76

Set Expectations

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WB 76

Engage the Clients

What questions will you ask Isabel and Javier when you are entering their W-2 data?

What are possible questions you might ask about their amended return?

WB 77

Engage the ClientsWB 78

Client Segment

Engage the Clients

In U.S. for 27 years. Both are U.S. citizens.

Prefer to speak Spanish at home.

In U.S. for 12 years. Immediate family in Veracruz, Mexico.

She loves to cook and he works long hours as a delivery driver.

Daughter, Gabriella, plus expecting in February.

WB 79

Review the ReturnWB 80-81

Online Evaluations and Knowledge Checks

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