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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