What you will learn

• What preparers and sales staff may and may not say
• The rules about advertising refunds and fees
• How to protect clients and the business

Accuracy is a rule, not a style

Everything you say about refunds, timing, fees and services must be true and complete. Misleading claims hurt clients and can lead to penalties and the loss of e-file privileges.

Things you never say

• “I guarantee you will get $X back.”
• “You will have your refund tomorrow.”
• “We can get you more because we know tricks.”
• Anything that suggests inventing dependents, income or expenses.

Things you always do

• Explain every fee before the client agrees, including bank product fees.
• Explain that refund products are optional.
• Refer tax questions you cannot answer to a preparer or reviewer.

Sample script (fictional)

Prospect: Can you promise I will get more than last year?
You: I cannot promise an amount, and anyone who does is not being honest with you. What I can promise is that we will check every credit and deduction you qualify for.

Practice

Find and fix the problem in this ad text: “Get your $7,000 refund today, guaranteed!”

Training content for Nationwide Tax Experts. All scenarios use fictional prospects. Never promise refund amounts, dates or results.