You have recently completed a 12-week training class. The class provided training on numerous different topics and over 200 pages of research materials in both paper and electronic format to help with taxpayer inquiries. The volume of information provided during the training was a bit overwhelming, and you have overheard other coworkers express the same frustration. Given this situation, what would you most likely do?

A. Set the materials aside for now and wait to see if there is a need to refer to them when assisting taxpayers.

B. Organize a coffee break with coworkers to discuss the challenges with the training materials.

C. Request help from your on-the-job coach to identify which materials will need to be referenced most often.

D. Express frustration regarding the volume of materials to your manager or lead Contact Representative.

E. None of the above

You are in training to learn about one of the IRS systems that you will need to research when answering taxpayer questions. You are having trouble understanding the system, but you feel confident that you will understand it better once you are able to use it on the job. In the meantime, however, you are not passing the training tests about the system. Given this situation, what would you most likely do?

A. Pay closer attention to the training discussions on that IRS system to help pass the training knowledge tests.

B. Work with the instructors while you are in the training to develop an action plan to better understand the IRS system.

C. Work with a coworker in training to understand the base information in order to pass the training knowledge tests.

D. Continue with the training and plan to learn the IRS system better once you are on the job.

E. None of the above

You are on a call with a taxpayer who had a question. You answered the taxpayer's question, but he is now questioning your answer. You have answered this type of question in the past, so you are confident in the answer, but the taxpayer's argument is reasonable. Given this situation, what would you most likely do?

A. Restate the answer and explain why it is correct.

B. Direct the taxpayer to the IRS website where it confirms your answer.

C. Advise the taxpayer you will document his feedback for future policy consideration.

D. Transfer the call to your manager so he or she can give the correct answer.

E. None of the above

You are fielding a call from a taxpayer who is irate that her tax refund has not been processed within a previously quoted timeframe. As you begin explaining the actions to the taxpayer on her account, the taxpayer interrupts and starts using vulgar language and is being verbally abusive to you. You have been instructed that if a taxpayer is being verbally aggressive and using inappropriate language, you are authorized to disconnect the call. Given this situation, what would you most likely do?

A. Put the taxpayer on hold while she calms down before trying to assist her.

B. Ask your senior coworker sitting nearby to help calm the caller down.

C. Warn the taxpayer that if she does not refrain from using vulgar language you will disconnect.

D. Finish the call as best as possible and leave detailed notes for the next Contact Representative.

E. None of the above

All calls that you receive are recorded and can be reviewed by your manager. As you are reviewing a recent call with your manager, she provides you some constructive feedback to help you improve future calls. Some of her feedback was about speaking with more confidence. You feel you speak confidently but politely with taxpayers. Given this situation, what would you most likely do?

A. Thank your manager for the feedback but continue being yourself on calls.

B. Ask to listen to some of your calls with the manager so you can discuss them with her.

C. Politely disagree and explain that you feel you speak both confidently and politely.

D. Feel frustrated by your managers feedback and question if this job is right for you.

E. None of the above

A taxpayer calls in regarding his delinquent tax return. He mentions that he has been unable to meet with his accountant to file his taxes due to being ill in the hospital with cancer. The taxpayer asks you if there is any way that he can get more time to file his return. Given this situation, what would you most likely do?

A. Ask the taxpayer to hold while you look into his options.

B. Ask the taxpayer to provide the dates of his time in the hospital.

C. Express concern for the taxpayers well-being and offer his options.

D. Advise the taxpayer that you cannot give him any more time.

E. None of the above