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First Impression

Say:

It's a fantastic day here at H&R Block!  My name is _____, to whom do I have the pleasure of speaking with?

Client:  This is __Mary________

Say:

Hello ___Mary____ , how may I help you today?

Client: "I would like an appointment" or "I like to do my taxes"

Say:

Okay __Mary__ , I'm going to ask you a few questions so we can help you get your taxes filed.  Okay?

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Client: 

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