Products And Services Overview - A-Tips · During the tax season, you will use the ProFiler program...

Products And ServicesOverview

Participant Manual

Tax Season 2007

Prepared by the Learning Group of Jackson Hewitt Inc.To offer feedback and/or suggestions, please contactThe Learning Group via e-mail at [email protected].

Copyright © 2006, Jackson Hewitt Inc.All Rights Reserved.

Table of Contents

I Introductions 3

II Outline 3

II The Initial Mindset: How to Educate the Customer 4

IV Enhancements Available Within Profiler 5

V Delivering Tax Returns to the IRS 12

VI Tax Return Results 13

VII Disbursement Options 16

VIII Explaining Balance Due Options - The Flex-PaySM Program 18

IX Educating the Customer 20

X Maintaining Customer Service 21

XI Closing 23

Jackson Hewitt Tax Service Tax Season 2007Participant Manual

Products and Services �

I. INTRODUCTIONS

II. OUTLINE

Listen to this ‘mock’ press release. You will learn about important Jackson Hewitt information for the coming tax season. You should play the role of ‘reporter.’ Write down key points from the press release as it’s read… this information will become the outline of our learning!



III. THE INITIAL MINDSET: HOW TO EDUCATE THE CUSTOMERYou are taking this class so you will be able to confidently explain the benefits of important Jackson Hewitt products and services to your customers. Your goal is to help each customer find the products that fit his or her specific needs. The first step is being well-versed in some basic customer service techniques – specifically being able to educate the customer.

Customers come to Jackson Hewitt for a variety of reasons. You need to be able to identify a customer’s needs and explain key products offered before, during and after the tax season.

First, asking an open-ended question -- such as, “How can I help you?” -- allows you to listen first to your customer’s needs. You do not want to assume a customer is interested in a particular product.

Second, the options available to your customers will change throughout the course of the tax season. Customers who visit your office in November and December may want to purchase the Year-End Tax Planner (YETP) and apply for the Holiday Express Loan Program® (HELP® Loan.) Customers who come in between January and April are seeking tax preparation services, and may be seeking financial product options.

When you are working with a customer, it is important to remember that your role is to educate the customer about their different product options. By describing the characteristics of each product or service a customer is eligible for, you empower the customer to decide whether or not the product or service fits his or her needs.

You describe, they decide.

Tips for educating the customer: Clearly describe the key elements of each product or serviceCompare the products and services by referring to their characteristics, not whether one is “right” or “wrong” or “good” or “bad.” Be objective. Avoid injecting your personal preference or viewpoint into the conversation. Be patient. The customer may need time to process the available choices and make a decision. Provide information and let the customer select from the options.

Practice How to Educate the Customer Use one or more of the below scenarios to practice your ability to educate the customer. Your team may have a general conversation about product differences or you may designate one or more peo-ple as the “customer” and one or more people as the “educator.” Feel free to use your imagination.

How should we decide which movie to see – a comedy, drama, romance, or action-adventure?Play the role of a travel agent describing the merits of the following types of vacations: a stay at a Fiji beach resort, an Alaskan cruise, a tour of the palaces of Europe, or a backpacking trip in New Zealand.You are awarding two free tickets to an event. Explain to the lucky winner their choices: two front-row seats to the World Cup; two tickets to the Superbowl; two VIP passes to the premiere of a blockbuster film; or two rides on the first passenger space shuttle.

Scenario:

Key Product Differences:

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IV. ENHANCEMENTS AVAILABLE WITHIN PROFILER

During the tax season, you will use the ProFiler program to prepare your customers’ tax returns.

You need to be able to show customers how you can find all the credits and deductions they deserve while you complete an accurate tax return using ProFiler. You also need to explain the customer options Jackson Hewitt provides.

When you start the tax interview with your customer, one of your first decisions is whether to use the Interview or Forms entry system. Although Forms entry may be faster, it requires special training because of the risk of errors.

Typically, you will use the Interview entry system, which follows a question-and-answer format. ProFiler automatically populates the tax forms and schedules based on the answers the customer provides. The software automatically checks against errors. ProFiler determines the order in which you introduce each product option; each becomes visible to you at the appropriate time in the interview process.

ProFiler Enhancements – Complete before turning to the next page.

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eW-2 DownloadOne of the first steps in tax preparation is entering a customer’s income. When appropriate during the Interview process, customers will be prompted to authorize you to download an electronic W-2 (eW-2), a service offered for free with paid tax preparation.

eW-2 has several advantages:Jackson Hewitt has partnered with Automatic Data Processing, Inc. (ADP), TALX, and CIC Plus to create a downloadable electronic Form W-2 (eW-2). The eW-2 enables tax preparers to download Form W-2 information from the Internet directly into a tax return via the File Transfer System (FTS).Your customer’s eW-2 information can be downloaded directly into ProFiler, saving time and reducing the risk of data input error.eW-2s are typically available online around January 10.Taxpayers who take advantage of the eW-2 product have the ability to save an average of 7 days by eliminating the wait time until their hard copy Form W-2 is received in the mail. Prior to visiting a Jackson Hewitt office, a customer can also log on to www.jacksonhewitt.com to determine if their ADP, TALX, or CIC+ eW-2 information is available by following the steps outlined on the Website and forward the information to a Jackson Hewitt office

How you might explain the benefits to a customer: “Instead of manually entering information from your W-2, we may be able to download it directly. This value-added service is offered for FREE with paid tax preparation. We can download your W-2 information directly into ProFiler, saving time and reducing the risk of data input error Should I check for your eW-2 online?”

Deductions@Work How can you make sure your customer receives all relevant business expense deductions? ProFiler makes this easy with Deductions@Work, another free service.

Deductions@Work. Matches a customer’s occupation to one of the 50 most common professions of Jackson Hewitt customers, ProFiler will prompt tax preparers to ask about common business deductions appropriate to the taxpayer’s profession. For example, if the taxpayer’s occupation is identified as ‘teacher,’ ProFiler will prompt you to ask your customer about the specific employee business expenses a teacher may have, like supplies purchased for use in the classroom.

These diagnostics will appear when the taxpayer’s occupation is initially entered into ProFiler and throughout the employee business expenses portion of the interview. For some of the diagnostics the preparer will be required to answer YES or NO before the interview can be continued, while other diagnostics are simply reminders that can be bypassed by pressing ENTER. Ensures that all common business expenses associated with their profession are not overlooked, and could have a positive impact by potentially lowering their balance due. This value added service is offered for FREE with paid tax preparation..

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A Sampling of Occupational Categories Featured in ProFiler

Clergy Security Specialist

Performing Artist Health Care Professional

Daycare Provider Student

Production Worker Health Care Professional

Disabled Supervisor

Retail Sales Worker Housekeeping Service Worker

Driver Teacher

Retiree Media Professional

Food & Beverage Service Worker Tradesperson

Salesperson Military Servicemember

Hair Stylist Unemployed

Office Worker

How you might explain the benefits to a customer: “Oh, I see you’re a nurse? Great. I’m going to ask you some more specific questions to see if you have any business expenses we can deduct. We use Deductions@Work to uncover potential business expenses you may not realize you have.”

ItsDeductibleThe ItsDeductible® program provides accurate values for hundreds of commonly donated non-cash items including clothing, toys, and other household items so taxpayers can maximize their charitable deductions.ItsDeductible is integrated into the Charitable Donations section of ProFiler in both the Interview and Forms entry modes. Customers are only charged a fee if they itemize either on their federal or state return and choose to purchase the ItsDeductible service.

How you might explain the benefits to a customer: “Did you donate any items to charity this past year, such as clothing, toys or household items? Great! To take full advantage of your donations for your tax return, you should know the current fair market value of everything you donated. Do you have the fair market value of your donated goods? If not, we can use ItsDeductible software to help you get the largest deduction you are entitled to. There is an additional fee to use ItsDeductible. Are you interested in hearing more?”

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Basic Guarantee and Gold GuaranteeThe Basic Guarantee, which is included with paid tax preparation, reimburses the customer for any penalty or interest charged by a taxing authority that a customer must pay if a Jackson Hewitt tax preparer makes an error preparing a customer's tax return. Terms and conditions apply.The terms and conditions of the Basic Guarantee are detailed in “The Jackson Hewitt Commitment to Quality” brochure. You must hand out the brochure to the customer during the interview.When customers purchase Gold Guarantee, they will be reimbursed up to a total of $5,000 in additional tax liability or reduction in refund if a Jackson Hewitt tax preparer makes an error preparing the tax return. The Gold Guarantee is in addition to a customer’s coverage under the Basic Guarantee, which is included in paid tax preparation. Terms and conditions apply (refer to the Gold Guarantee Guidebook, the Gold Guarantee online training modules and “The Jackson Hewitt Commitment to Quality” brochure.) Each customer must be provided with a copy of “The Jackson Hewitt Commitment to Quality” brochure and be given the option to purchase or decline the Gold Guarantee. The customer signature is required whether the customer decides to accept or decline Gold Guarantee coverage. By signing the certificate the customer acknowledges and agrees that they have provided complete, accurate, and true information to be included in the tax returns, along with the required supporting documentation, including the information populated in the key data box. The Basic Guarantee is included with paid tax preparation whether or not the customer chooses to purchase the Gold Guarantee.Note: The Basic Guarantee follows the same requirements and exclusions as Gold Guarantee; therefore, a valid claim under Gold Guarantee is a valid claim under the Basic Guarantee and must be settled with the customer.Gold Guarantee is not available in Hawaii, Tennessee, and Wisconsin.

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Basic Gold

Overview The Basic Guarantee, which is included with paid tax prepa-ration, reimburses the custom-er for any penalty or interest charged by a taxing authority that a customer must pay if a Jackson Hewitt tax preparer makes an error preparing a customer’s tax return. Terms and conditions apply.

The terms and conditions of the Basic Guarantee are detailed in “The Jackson Hewitt Commitment to Quality” brochure. You must hand out the brochure to the customer during the interview.

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When customers purchase Gold Guarantee, they will be reimbursed up to a total of $5,000 in additional tax liability or reduction in refund if a Jackson Hewitt tax preparer makes an error preparing the tax return. The Gold Guarantee is in addition to a customer’s coverage under the Basic Guarantee, which is included in paid tax preparation.

Terms and conditions apply (refer to the Gold Guarantee Guidebook, the Gold Guarantee online training modules and “The Jackson Hewitt Commitment to Quality” brochure.) Each customer must be provided with a copy of “The Jackson Hewitt Commitment to Quality” brochure and be given the option to purchase or decline the Gold Guarantee. The customer signature is required whether the customer decides to accept or decline Gold Guarantee coverage. By signing the certificate the customer acknowledges and agrees that they have provided complete, accurate, and true information to be included in the tax returns, along with the required supporting documentation, including the information populated in the key data box. The Basic Guarantee is included with paid tax preparation whether or not the customer chooses to purchase the Gold Guarantee.Note: The Basic Guarantee follows the same requirements and exclusions as Gold Guarantee; therefore, a valid claim under Gold Guarantee is a valid claim under the Basic Guarantee and must be settled with the customer.Gold Guarantee is not available in Hawaii, Tennessee, and Wisconsin.

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Customer Benefits

Payment of penalty and interest if Jackson Hewitt tax preparer makes an error in the preparation of the tax return.

Reimbursement of up to $5,000 in tax liability if there is an error in the preparation of the return.Covers federal, state, and local returns prepared at the time the Gold Guarantee coverage is purchased.

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Fees No additional charge, with paid tax preparation.

Fees are set locally at each Jackson Hewitt office. Con-sult your Office Manager for the cost associated with the Gold Guarantee product.

How you might explain the benefits to a customer: “When you pay for tax preparation at Jackson Hewitt, you are covered under our Basic Guarantee which reimburses you for any penalties or interest charged by a taxing authority that you must pay if a Jackson Hewitt tax preparer makes an error preparing your return.

If addition to the coverage you get for free with paid tax preparation with our Basic Guarantee, you may choose to purchase the Gold Guarantee for an additional fee. If you choose to purchase the Gold Guarantee, you will be reimbursed up to a total of $5,000 in additional tax liability or reduction in refund if a Jackson Hewitt tax preparer makes an error preparing your tax return.”


Products and Services 10

Jackson Hewitt Tax School

Curriculum may consist of a textbook-based course, a computerized course, and tax seminars (Discuss local course offerings with your Office Manager).Courses are taught by qualified tax instructors.Jackson Hewitt Tax School typically runs throughout the fall. Courses usually start the week after Labor Day. However, most offices offer courses starting as late as November or December.

How you might discuss the benefits with a customer:

Tax Preparer: Would you be interested in receiving information about our Income Tax Course that we offer in the fall?

Customer: I saw that on your Website and was interested in more information. What is the purpose of offering the Tax Course?

Tax Preparer: Some people want to learn about taxes. Many students who complete Jackson Hewitt Tax School want to learn a skill that may lead to job opportunities at Jackson Hewitt or elsewhere.Customer: Is the class full time?

Tax Preparer: No, Jackson Hewitt offers flexible class schedules because we know you’re busy. Computer-based courses are available for those who like to learn at their own pace. Can we send you information about our offerings?

Customer: Yes, that sounds interesting.

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TREASURE HUNT ProFiler Enhancements

Consult the Products and Services Overview Guide to answer the following questions and note the relevant page number with the information that answers the question.

1. Is the Basic Guarantee included at no additional charge, as part of paid tax preparation?

2. Should you give your customer the Jackson Hewitt Commitment to Quality brochure at the time of the interview?

3. True or False? The customer only needs to sign the Gold Guarantee Certificate if they want this additional coverage.

4. True or False? Jackson Hewitt Income Tax Courses typically run year-round.

5. True or False? The ItsDeductible program is integrated into the charitable donations section of Profiler in both the interview and forms entry mode.

6. True or False? To take advantage of Deductions@Work, customers need to tell you whether their occupation fits one of the 50 most common professions at Jackson Hewitt, as ProFiler cannot currently match this information.

7. Jackson Hewitt has partnered with which W-2 providers to enable eW-2 downloads?

8. When are eW-2’s typically available?

9. True or False? Customers must visit the Jackson Hewitt office to see if their eW-2 is available.

10. True or False? Employers must select to participate in the download program for the customer’s eW-2 to be available.



V. DELIVERING TAX RETURNS TO THE IRS

Once you have prepared a customer’s tax return, the next step is to send the tax return to the IRS. Jackson Hewitt provides federal and state electronic filing for all customers, a free service with paid tax preparation. When customers request to apply for certain financial products, they must select to electronically file their federal tax return.

Let’s start with the big picture. Jackson Hewitt can communicate electronically with its financial partners and with the IRS. In practice, this means that tax returns and financial documents are transferred as files between computers. These computers can be individual PCs in your office, stor-age-intensive servers at Jackson Hewitt headquarters or IRS computers and servers.

IRS efileJackson Hewitt provides federal and state electronic filing for all customers, a free service when the customer pays for tax preparation.

When customers request to apply for certain financial products, they must select to electronically file their federal tax return.We also provide electronic filing to customers who have their tax return prepared by someone other than Jackson Hewitt, for a fee. We refer to this service as “Transmit Only.”There are many benefits to be gained when customers select to electronically file their tax returns instead of mailing them to the IRS

Read the dialogue below to see how you might explain efiling to a customer:

Tax Preparer: At Jackson Hewitt electronic filing is free with paid tax preparation.

Customer: Is it safe?

Tax Preparer: Yes – it’s a safe, accurate way to file a tax return. We receive an acknowledgement that your return was received by the IRS within 24 hours.

Transmit OnlyEven customers who did not have Jackson Hewitt prepare their tax return can come to Jackson Hewitt Tax Service for IRS efile.

Through its Transmit Only (TO) service, Jackson Hewitt will electronically send the customer’s tax return to the IRS. Because Jackson Hewitt needs to enter the return into ProFiler, customers need to pay a fee for the Transmit-Only service.

Our local fee is:

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Products and Services 1�

VI. TAX RETURN RESULTS

As part of the Interview process, ProFiler will determine if your customers owe money to the IRS (a balance due) or if they are entitled to a refund.

ProFiler automatically identifies all product options available to the customer. This includes cus-tomers with a tax refund and those with a balance due.

Your responsibility as a Jackson Hewitt tax preparer is to educate your customers so that they can make informed decisions. You describe, they decide.

After this section, you will be able to educate customers about their options and point out key dif-ferences between Jackson Hewitt products.

Customers receiving a tax refund have choices to make regarding how they receive their refund. To guide your discussion with a customer, ProFiler will display all refund options that a customer qualifies for. Your job is to explain each one clearly. The customer’s job is to choose which one best suits his or her needs. You describe, they decide.

Customer Options One option they can choose is to receive their refund directly from the IRS, an option called IRS Direct. This service is free as part of paid tax preparation.

IRS Direct When customers choose IRS Direct (by IRS efile) they can select either of the following delivery options for their refund:

IRS Direct Deposit – refund can be deposited directly into a personal bank account in approximately 8 to 15 days. IRS Check - refund check can be mailed to the customer by the IRS in approximately 21 to 28 days. Free with paid tax preparation

Financial ProductsCustomers may purchase a financial product to facilitate receiving money. There are two types of financial products - Non-loans and loans.

Financial Products; Non-loans

Assisted Refunds (AR)Formerly Accelerated Check Refund (ACR) and Assisted Direct Deposit (ADD)Customers who qualify for electronic filing and are expecting a refund can choose to apply for the Assisted Refund (AR).

The AR product is not a loan. Net refund amount received by check or direct deposit to their personal bank account.

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Available for Federal and/or Federal/State refunds. Note: Some states do not allow for direct deposit. Time: The time frame for the customer to receive a net refund is the same as with IRS Direct Deposit (8 - 15 days.) Note: A Paper AR is available for those who do not qualify or do not choose to efile. Fees

Bank’s Tax Refund Account fee = $29.95 Bank’s State Tax Refund Account Fee = $10 ipower® CashCard (See section on ipower CashCard for fee schedule) ipower® Payroll Card (See section on ipower Payroll Card for fee schedule)

Paper ARCustomers who do not qualify for electronic filing, who select electronic filing but are rejected, or who choose not to electronically file their tax return may select to apply for the Paper Assisted Refund product.

Net refund amount received by check or direct deposit to their personal bank account. Time: The time frame for the customer to receive a net refund is 5 – 7 weeks. The Paper AR product is not a loan. Fees

Bank’s Tax Refund Account fee = $29.95 Bank’s State Tax Refund Account Fee = $10

Financial Products; Loan Products

ProFiler will indicate if your customers might qualify for a financial product. If customers qualify, they may choose to select and apply for a loan. The bank may then approve the loan request, which is facilitated by Jackson Hewitt.

Loan products are fast and convenient, but they also carry bank fees. These fees, as well as the cost of tax preparation, are withheld from the loan amount, so customers do not need to make an out-of-pocket payment. Customers must meet certain requirements to qualify for a loan.

IRS Direct 1. Product Overview

2. Customer Benefits

3. Fees

Assisted Refund 1. Product Overview


3. Fees

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Paper-Assisted Refund (Paper AR) 1. Product Overview


3. Fees

Refund Anticipation Loan (RAL) 1. Product Overview


3. Fees

Money Now Loan (Prefile) 1. Product Overview


3. Fees

Money Now Loan (Standard) 1. Product Overview


3. Fees

AR/BL1. Product Overview


3. Fees



VII. DISBURSEMENT OPTIONS

You have just reviewed the financial product options available through Jackson Hewitt. Now we will review the different disbursement options, meaning the different ways in which customers receive money.

There are four ways customers can receive money if they choose not to receive a check mailed to them from the IRS:

1. Direct deposit to their bank account IRS Direct Deposit – can be deposited directly into a personal bank account by the IRS in approximately 8 to 15 days. Customers receiving an AR can choose to receive proceeds as a direct deposit (DD) to their personal bank account. If the customer chooses to have funds disbursed via DD, the estimated timeframe for the deposit is 8 to 15 days. DD is a disbursement method.

Customer BenefitsAvailable for both federal and state returns (state DD only available with federal DD).Customers do not need to return to the tax office to pick up a cashier’s check.

Fees (In addition to tax preparation)With paid tax preparation there is no additional fee for direct deposit.

2. A cashier’s check that they pick up at Jackson HewittIf a customer chooses to have funds disbursed via a cashier’s check he or she can receive a bank check directly from the Jackson Hewitt office based upon the following estimated timeframes:

Paper AR – 5 - 7 Weeks AR – 8 to 15 days AR/BL – AR: 8 to 15 days; BL: 1 day RAL – 1 day Money Now Loan - in as little as 1 hour.

Customer BenefitsConvenience of picking up a check from the tax office.

FeesNo additional fee for cashier’s check.

3. The ipower CashCardAll customers receiving an AR, AR/BL, RAL or, Money Now Loan have the option of choosing the ipower® CashCard.Customers can use their ipower CashCard as soon as the proceeds are disbursed to the ipower CashCard account and the card has been activated by the customer.If a customer chooses an ipower CashCard, funds will be available to access from the ipower CashCard account based on the following estimated timeframes:

AR – 8 to 15 days AR/BL – 1 day (BL portion only) RAL – 1 day Money Now Loan - 1 hour

All ipower CashCards expire on 7/31/07.There are fees associated with choosing the ipower CashCard. The fee schedule is printed on the back of the ipower CashCard sales brochure. Hand the ipower CashCard brochure to

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customers interested in the product.

Customer BenefitsThis prepaid MasterCard® card enables customers to receive proceeds on this secure card that they can use almost anywhere MasterCard is accepted.Convenient way to make purchases at millions of merchant locations where MasterCard® is accepted and to withdraw cash at ATMs.Discount offers from select national merchants.

Fees (In addition to tax preparation) One-time program fee for Assisted Refund (AR), RAL, Money Now Loan, and/or AR/BL.

Bank Load Fee ................................................................$30.00Jackson Hewitt Office Fee .....................................up to $20.00

Jackson Hewitt office fee is determined by the local Jackson Hewitt Operator. Your Office Manager will inform you about the cost associated with the ipower CashCard. See ipower CashCard brochure for full fee schedule.

4. The ipower Payroll Card. The ipower® Payroll Card is a prepaid MasterCard® card available to both Jackson Hewitt employees (provided the local operator offers the program) and to customers. Employers offer this card to their employees, and funds are loaded to the ipower Payroll Card account. The card allows cardholders to receive an electronic deposit of payroll funds or government benefits for use at an ATM or to purchase goods and services at any retail location that accepts MasterCard. It also offers the added convenience of having, AR, AR/BL, RAL or Money Now Loan proceeds deposited onto the card. An employee of a Jackson Hewitt Operator can receive an ipower Payroll Card by: Contacting the Jackson Hewitt Operator for enrollment material. Applying for the card by simply signing up via the ipower Payroll Card website at ipowerpaycard.com or the toll free number which is 1-866-453-5451. Cards are received within 7-10 business days with a welcome packet that includes a form with important information about the routing and bank account number where funds will be deposited. Forward this information to your local payroll administrator (your local payroll administrator will inform you about the date payroll will be forwarded to the card.) A customer can apply for the ipower Payroll Card online at www.ipowerpaycard.com, by phone or by upgrading from the ipower CashCard. A brochure containing details about the program and the process for upgrading is provided in each Jackson Hewitt ipower CashCard packet which includes a $25 discount on next year’s tax preparation.

Customer Benefits $30 tax preparation discount (for Jackson Hewitt customers.) No need to return to the tax office to pick up a check. Convenient way to make purchases at millions of merchant locations where MasterCard® is accepted and to withdraw cash at ATMs.

Fees (In addition to tax preparation) See ipower Payroll Card brochure for full fee schedule.

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VIII. EXPLAINING BALANCE DUE OPTIONS – THE FLEX-PAYSM PROGRAM

Balance Due Options – The Flex-PaySM Program

When ProFiler determines the customer has a balance due, the Flex-Pay Program Options grid will appear.

ProFiler will guide your conversation with your customer by providing information about only those services and products appropriate for your customer. If a customer is disqualified from a particular option, ProFiler will explain why.

Your responsibility is to educate the customer about his or her alternatives and process their prod-uct preference.

With Flex Direct, customers can elect to have the balance due for their electronically filed federal and/or state return(s) transferred directly from their personal checking or savings account (includ-ing a Payroll Card) to the taxing authority. Note: This option may not be available for all states. Your customer must pay the full tax liability. Additionally, this product is not available for state tax liability when the customer is receiving a refund on their federal return. No additional fees apply.

With the Flex Plan, your customer has the option to request an Installment Plan (Form 9465) from the IRS to spread payments out over time. Form 9465 will be filed with the return, which al-lows your customer to pay the balance due in monthly installments by the due date of the return instead of paying the full amount owed to the IRS at the time of tax preparation. To be eligible to request an Installment Plan, the customer must not be paying back-taxes on an existing install-ment agreement and must not be “in bankruptcy” proceedings. IRS and other charges apply.

The Flex Loan program allows customers can apply for a 90-day loan to pay a balance due. If approved by the bank, the loan will cover up to the full federal balance due as well as all fees (including tax preparation.) Customers can take up to 3 months to pay off the loan and avoid pay-ing any additional interest charges. Customers must file taxes electronically to qualify. Customers must choose to pay the full amount of their balance due from their current federal return on April 16, 2007. The bank determines the approved loan amount, which is not always the full amount of tax liability and fees. Customers must be at least 18 years of age, select to electronically file their tax return that have a minimum balance due of $200 or a maximum of $7,750, including all associ-ated fees. Available to customers from February 5, 2007 through April 16, 2007. Fee applies.

With Flex Credit, customers can elect to pay their federal balance due with their Visa, Master-Card, American Express or Discover card. Third-party fees apply. This option provides your custom-ers with a way to make their payments. Additional benefits include the ability to spread payments out over time and earn credit card points or rewards. Your customer must pay the full tax liability and electronically file their tax returns. Third-party fees apply.

For more detailed information on these Flex-Pay options, consult the Products and Services Over-view Manual.

Dan Stewart has a $2200 federal balance due. How would each Flex-Pay option help Dan meet his obligation? Compose your answer as if you are explaining this option directly to Dan.



Flex Direct:

Flex Plan:

Flex Loan:

Flex Credit:



IX. EDUCATING THE CUSTOMER



X. MAINTAINING CUSTOMER SERVICE

Once you have completed a customer’s return, the interview is nearly over. Your last task is to highlight some final benefits for your customer.

At the end of this chapter, you will be able to explain how Jackson Hewitt provides continuing service to its customers through the following programs:

Customer Callback Audit Assistance Refer-A-Friend®

Customer CallbackSeveral Jackson Hewitt operations use an automated calling system to update customers about the status of their return and, if applicable, proceeds. Customer participation is voluntary and this value-added service is offered for free with paid tax preparation.

Audit Assistance In the event a customer is audited, Jackson Hewitt will appear at the audit with the customer. Although Jackson Hewitt cannot act as the customer’s legal counsel, Jackson Hewitt can help explain how the tax return was prepared. This value-added service is offered free with paid tax preparation

Refer-A-Friend® (RAF) The Refer-A-Friend® (RAF) is an incentive program utilized to encourage existing customers to refer new customers. When an existing customer refers a new customer to Jackson Hewitt using RAF, Jackson Hewitt will send the existing customer a cash reward or gift, and potentially offer a discount to the new customer. Always thank your customers for their business by offering them a RAF reward. If they had a positive customer experience, they will refer their friends! Three RAF coupons will print with the Front Office Printing (FOP) documents; be sure to explain them to your customers. Divide the coupons for your customers, so they may easily distribute them to family and friends. Here is an example of how you might explain the Refer-A-Friend program.

Thank you for using Jackson Hewitt for your tax preparation! If you were happy with our service, consider referring a friend. You receive a reward for each new customer to Jackson Hewitt, and your friends receive a discount on their tax preparation. So it is a good reason to try us out. Tell as many people as you like! There is no limit on the number of friends you can send to us.

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Treasure Hunt – Speed Round

1. True or false? Customer may only refer three new customers to Jackson Hewitt.

2. What should you do if a customer informs you he or she has been contacted by the IRS concern-ing a tax return Jackson Hewitt prepared?

3. Does your office provide customers with the Callback feature?



XI. CLOSING

Products And Services Overview - A-Tips · During the tax season, you will use the ProFiler program...

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