Help!!! I'm filling out an application for a job and there are hard questions on the questionnaire part!!!?

Question

I'm applying for a tax job with the IRS & I need help with the questionnaire part. Here are the hard questions...

1. A customer drove two hours for an appointment to have her tax return prepared at the Taxpayer Assistance Center. She brought all of her required documents, except her social security card, which is used for verification purposes. It would be a hardship for her to leave and return to the office at another time. After notifying your manager of her your arrival, what would be the next thing you would do in this situation?

a. Tell the taxpayer she needs to return to the office with all documents.

b. Offer the taxpayer an appointment for another day.

c. Ask your manager for an exception due to hardship for taxpayer to travel extensive distance.

d. Advise the taxpayer to go to the local Social Security Administration office for a letter showing proof of social security number and return to the Taxpayer Assistance Center.

e. Tell taxpayer that you will prepare the return without proof of social security number.


2. You are working with a customer on a financial analysis. You are halfway complete. It is your assigned lunch time and you are first in the lunch schedule rotation for Individual Taxpayer Advisory Specialist employees. You think it will take about another 20 minutes to finish with this customer. What would you do in this situation?

a. Ask another Individual Taxpayer Advisory Specialist to swap lunch breaks with you so you can finish with the customer.

b. Keep working and try to finish as quickly as you can.

c. Ask the customer to return after lunch for the two of you to complete the analysis.

d. Transfer the customer to another Individual Taxpayer Advisory Specialist.

e. Make an appointment for the customer to return at a later date.


3. You return from lunch break and see your co-worker in a heated discussion with an irate taxpayer. Both have arisen from their seated positions in a confrontational manner as you approach. What would you do in this situation?

a. Try to calm the taxpayer and the co-worker by talking to them.

b. Return to your work station and listen to the discussion in case you are asked for details of the incident.

c. Step between the co-worker and the taxpayer and try to defuse the situation.

d. Step into the work station as back up and support to your co-worker.


Sorry I know its alot but 5 stars & 10pts to the 1st person to answer!!!!

Answer 1

I am not going to give you the answers but they will be pretty obvious if you do the following:

Question 1:

1) rule out all of the answers that even hint at not enforcing a policy.



2) Select from the remaining answers the one that will cause the least inconvenience to the client.



Question 2:

1) Select the answer that provides the best customer service and still allows you to take a lunch break.



Question 3:

Select the answer that is the best method of defusing a situation without placing yourself at risk.

Answer 2

I have to say that the first question is a little tough but rules are rules. If there was an option to do the claim and not submit it till proof was given of the SS# then fine, but how do you know they are telling the truth? Therefore the answer is A.

question 2: obviously A.

question 3: You would try to defuse the situation, not sit there and let them get into a fist fight, C.



Use common sense and you can see these are the answers.

Answer 3

Q1-I wouldn't do any of those things-I would take all of the info, prepare the return and then tell the person to return with ss card to pick up at their convenience.

Since that is not an option either a or b. do not go against policy and try to make it work for the customer.

Q2-a-You won't lose your train of thought or inconvenience the customer.

Q3-a or c-they are both pretty much the same thing but I would actually go with c because they use the word diffuse-it's a catch word.

Answer 4

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Answer 5

Question 1: B. Rules are rules, the possible incovenience is sad, but the customer should have arrived prepared.



Question 2: A. The reasoning is obvious.



Question 3: B. The job is to process taxes, not run interference against customers.

Answer 6

1. f. Scream out, "NEXT IN LINE" and then go ahead and take your morning Starbucks break.

2. e. You are entitled to your lunch hour and a half. No customer can deprive you of such.

3. e. Gather your co-workers and start placing bets on who'll win the fight.