(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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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Encourage applicant to reapply in the future if they are denied
Apologize when something goes wrong
"Good luck with your upcoming school semester!"
Walk a customer through uploading documents
Use one of the new closing scripts
"Thank you for being a loyal card member."
"Congratulations on your recent move."
Refer to customer by name
Prewelcome when requesting docs
"It was a pleasure speaking with you today!"
"Congratulations on your acceptance to college!"
"Happy Birthday!"
"Congratulations! You've been approved."
Use card benefit specific to customers needs
Advise customer of when they can apply for increase if dissatisfied with credit line
"I am sorry about your experience with the previous call."
"It is my goal to get you a decision today."
Set the expectation when placing customer on hold (2 to 3 minutes)
"I'm happy I was able to assist you today."
Complete a balance transfer for a customer
Take an application over the phone
"Thank you for choosing Discover."
"I apologize you're having to go through this."
"Thank you for taking the time to send us documents."
Refer a customer to the website when they want financial advice
