Online Support - Training Final Test WK1

1.

4 points

TaxSlayer Free Edition is only for customers making less than $30,000 a year.

True

False

2.

4 points

TaxSlayer Military Edition includes Live Chat and TaxPro.

True

False

3.

4 points

If a customer has e-filed and their return was accepted but they need to make changes, they must:

Create an Amended Return and print/sign/mail it.

Create an Amended Return and e-file it.

Create a new return with the updated data and print/mail it.

Call the IRS and ask them to reject the existing return, then e-file a new return.

4.

4 points

How many tax returns can you prepare and file under one TaxSlayer username for the current year?

As many as the customer needs to file

Limited to 5 tax returns per username

Limited to 1 tax return per username

Limited to 3 tax returns per username

5.

4 points

How many TaxSlayer usernames can be associated with the same e-mail address?

7 usernames

Unlimited

3 usernames

5 usernames

6.

4 points

What is the primary toll free number to the IRS for individuals?

877-829-5500

800-829-1040

800-615-1040

877-829-4059

7.

4 points

The Affordable Care Act (Obamacare) will have an impact on the 2014 tax return.

True

False

8.

4 points

Filing an Extension gives the taxpayer how many additional months to file their tax return?

6 Months

12 Months

3 Months

4 Months

9.

4 points

If you are on a call and it gets dropped before the call is completed, you should:

Add a call log to the customer's Moria and note that the call was dropped.

Do not record any notes since the call was not completed

Call the customer back and complete the issue

Both A and C

10.

4 points

If a customer requests a refund because their return was rejected, you:

Put in a refund request right away

Explain the refund policy to customer and assist with resolving the reject code

If the customer insists on refund, explain it’s based on management approval then enter request

Both B and C

11.

4 points

If a customer needs to update their email address we have on file because they no longer have access to it, they need to:

Fax/scan a completed E-mail Change Request form with proof of identity

Fax a copy of the driver's license for all account holders

Verify information from their account over the phone

Send a certified letter requesting the change

12.

4 points

TaxSlayer is responsible for Reject Codes and we are able to override them for customers

True

False

13.

4 points

Filing an extension gives the taxpayer more time to pay their tax owed without incurring late penalties and interest

True

False

14.

4 points

If a customer has forgotten their TaxSlayer username, do you...

Go ahead and provide the username to them

Tell the customer to create a new TaxSlayer account

Verify their personal information then provide them with the username over the phone/email

Provide step by step instructions showing the customer how to request a username reminder

15.

4 points

When your phone call has ended with a customer, do you...

Select Disconnect and hang up on the customer first

Tell the customer it is time to hang up now so you can answer another call

Let the customer hang up first

Start talking about the customer with your neighbor while you wait to hang up

16.

4 points

When your tax return is rejected, TaxSlayer charges additional fees to resubmit the return.

True

False

17.

4 points

If the customer used Bank Refund Transfer, the IRS will send their refund to TaxSlayer, we will take our preparation and filing fees then deposit the rest in the customers' bank account.

True

False

18.

4 points

If a customer is asking why they owe money to their state, you should recommend...

Calling their employer and asking why they didn't withhold enough taxes

Contact the IRS to formally file a complaint against their state department

Calling their state Department of Revenue (DOR) to find out

Checking their W-2 entries to make sure they entered their state withholdings correctly

19.

4 points

When a customer is upset over the phone, it is best to...

Talk over the customer

Tell the customer to make an appointment with a therapist

Listen to the customer without interrupting and then proceed to resolve the issue

Transfer the call to your lead right away

20.

4 points

The IRS allows you to claim both the Standard and Itemized Deduction on your tax return.

True

False

21.

4 points

If a customer filed their return and was accepted but they need to update their banking information because their old account was closed, they….

Call TaxSlayer to stop their e-filed return so they can enter new banking information then resubmit.

Must wait for their refund to come in the form of a check in the mail

Can enter new banking information into their TaxSlayer account and resubmit their return so the IRS will get the new information

Can file an amended tax return

22.

4 points

What does TaxSlayer charge for a current year amended return?

$10.00

$21.95

$19.95

The amended return fee is included in the price of filing.

23.

4 points

Customers can e-file their returns after April 15th.

True

False

24.

4 points

The IRS requires that all rejected tax returns must be printed and mailed for manual review.

True

False

25.

4 points

Paul has e-filed a Federal and three state returns using the Classic Edition. How much did he pay TaxSlayer?

$42.95

$47.80

$51.80

$42.80

26.

0 points

This is how I would describe myself: (You may choose more than one answer)

I thrive in an environment with lots of people around all the time.

The more activity going on around me the better- chaos is cool!

I concentrate better when I work alone, as long as I can get assistance when needed.

Shhh- who can concentrate with all this noise????