(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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Did the customer feel heard?
Did the customer accept and understand options given
Did the CSA show confidence and convey ownership
Did the CSA ask all the right questions
Did the rep prepare the customer for questions
Did the rep confirm the customer needs were met
Was the customer clear on what was going to happen
