Wireframe-Guiding Customers to use the Product Selection Tool

Learning Path: Billing and Product Selection Inquires

Course: Expert Experience – Products and Inquires
Duration: 6:00

Audience: All new hire agents servicing a TurboTax account. These agents are new or returning with various levels of knowledge of
TurboTax products, processes, procedures, and tools. A majority of agents are likely familiar with providing customer support over
the phone; however, some may not have any call center experience. This material is intended to be delivered in a virtual, self-paced
environment.

Description: This module is intended to help a Product Expert understand how to use “Products & Pricing page on TurboTax.com”
tool to explain to their customer which product is best for their situation, and why.

Customer situation:
· Had a job (W-2)
· Paid rent
· Has children/dependents
· Sold stock
Slide # Slide Title Narration
1. Title Welcome. Wireframe-Guiding Customers to use the Product Selection Standard
Welcome to your TurboTax
course on products and
inquires. Click the red button
to start the course.
2. Orienting Slide Click continue.
3. In this course we will:
Objectives  Gain familiarity with your
customer’s situation.
 Understand how to use
“Products and Pricing page on
TurboTax.com”
 Become comfortable guiding
customers using the product
selection tool
 Be ready to explain to your
customer which product is
best for their situation and
why.
 Offer alternative products as
needed.
4. Customer mindset When customers contact us, there’s
usually a problem or question that
they are looking to you for help with.
For example, customers who are new
to filing taxes which include the
selling of stock may not be sure
which product is right for them.
On-screen Text Suggested Implementation
Tool intro screen
COURSE LENGTH: Buttons to begin. TurboTax logo.
6 MINUTES
Let’s get started!
 Gain familiarity with Read objectives with check mark
your customer’s when clicked.
situation.
 Understand how to
use “Products and
Pricing page on
TurboTax.com”
 Become comfortable
guiding customers
using the product
selection tool
 Be ready to explain
to your customer
which product is best
for their situation and
why.
 Offer alternative
products as needed.
When customers contact us, Customer questioning:
there’s usually a problem or
question that they are looking
to you for help with. For
example, customers who are
new to filing taxes which
include the selling of stock
 Wireframe-Guiding Customers to use the Product Selection Tool
5. You are the guide! As the product expert, you help the
customer analyze their own needs to
make the best selection to meet their
needs with Turbotax products.
6. Let’s look at a customer story. John
Customer Story: worked in 2019, and paid rent in the
John same house where he has lived for 10
years. He supported his two kids and
claimed them as dependents. Five
years ago John’s father passed away
and left him with stock. In 2019 he
sold those stocks in order to remodel
his house.
may not be sure which
product is right for them.
As the product expert, you
help the customer analyze
their own needs to make the
best selection to meet their
needs with Turbotax
products.
Let’s look at a customer
story. John worked in 2019,
and paid rent in the same
house where he has lived for
10 years. He supported his
two kids and claimed them
as dependents. Five years
ago John’s father passed
away and left him with
stock. In 2019 he sold those
stocks in order to remodel
his house.
 Wireframe-Guiding Customers to use the Product Selection Tool

7. John continued John feels that his taxes will be more John feels that his taxes will
complicated this year because he be more complicated this year
earned money when he sold his because he earned money
stocks, but he isn’t sure what he when he sold his stocks, but
needs. He wants to know if you think he isn’t sure what he needs.
he needs to invest in a CPA, or He wants to know if you
whether he can use the free TurboTax think he needs to invest in a
product he used last year, or whether CPA, or whether he can use
something else will work for him. the free TurboTax product he
Once you have good grasp of John’s used last year, or whether
specific case, you are ready to guide something else will work for
him through the Products & Pricing him. Once you have good
page on TurboTax.com grasp of John’s specific case,
you are ready to guide him
through the Products &
Pricing page on
TurboTax.com
8. Guiding Customers Walking John through the product Walking John through the
Through Products selection process will empower him to product selection process
and Pricing gain familiarity with the products and will empower him to gain
feel supported by someone familiar familiarity with the products
with his situation. While you have and feel supported by
John on the phone, ask him to go to someone familiar with his
TurboTax.com and select products situation. While you have
and pricing. Ask him to select John on the phone, ask him
“Compare products.” to go to TurboTax.com and
select products and pricing.
Ask him to select “Compare
products.”
 Wireframe-Guiding Customers to use the Product Selection Tool

9. Selecting Products Ask John to select “help me choose”

in the right- hand corner.
Guide John through the site.
Hover over where he should John becomes happy when user
go next. directs him to the tool.

10. Identify Identify John’s Situation. What four Identify John’s Situation.
things should John select? What four things should John
select? Buttons indicate correct answers.
11. Selecting Products Selecting Products: Explaining the Selecting Products:
“Why” Explaining the “Why”

12. Activity Now for an activity. Go to Go to Turbotax.intuit.com Photo of computer.

Turbotax.intuit.com and try comparing and try comparing products.
products. Use the “help me choose” Use the “help me choose”
tool to identify which product is best tool to identify which product
for John. is best for John.

13. Quiz What did you find? What product is What did you find? What Quiz slide.
best for John? product is best for John?

14. Alternatives Discussing Alternative Products. Let Discussing Alternative Screenshots of all options for John’s
John know that he has options! Products: John has options! case: Three versions of premiere.
 Wireframe-Guiding Customers to use the Product Selection Tool

15. Summary Review the 5 steps to helping Review the 5 steps to helping
customers identify protects. customers identify protects.

 Gain familiarity with your 

customer’s situation.
 Understand how to use
“Products and Pricing page on
TurboTax.com”
 Become comfortable guiding
customers using the product
selection tool
 Be ready to explain to your
customer which product is
best for their situation and
why.
Offer alternative products as needed.
16. Exit
Gain familiarity with
your customer’s
situation.
 Understand how to
use “Products and
Pricing page on
TurboTax.com”
 Become comfortable
guiding customers
using the product
selection tool
 Be ready to explain
to your customer
which product is best
for their situation
and why.
 Offer alternative
products as needed.
THANKS FOR Buttons to exit or restart.
COMPLETING THE
COURSE

EXIT COURSE
Want to retake the course?
RESTART COURSE
Wireframe-Guiding Customers to use the Product Selection Tool