Clarity:ExplainCarvanaCare to acustomerClarity:"Here's howCarvanaworks"Empathy:"I'm sorryto hearthat"Every CustomerMatters:Write a note in thecustomerexperiencesectionEmpathy:Acknowledgeand showinterest in whatyour customersaysAnticipation:Completeactions onbehalf of thecustomerPassion:Give the"Why" behindour CarvanaCareEmpathy:Tailor tone tocustomer'ssituation andbe genuineCommitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectivelyPassion:Give the"Why" behindour 7DMBGEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesAnticipation:"Here areyour nextsteps"Empathy:Tailorinformation tocustomer'ssituationEveryCustomerMatters:Write your noteusing the notetemplateCommitment:Overcome aroadblock fora customerClarity:ExplainCarvanaCare to acustomerClarity:"Here's howCarvanaworks"Empathy:"I'm sorryto hearthat"Every CustomerMatters:Write a note in thecustomerexperiencesectionEmpathy:Acknowledgeand showinterest in whatyour customersaysAnticipation:Completeactions onbehalf of thecustomerPassion:Give the"Why" behindour CarvanaCareEmpathy:Tailor tone tocustomer'ssituation andbe genuineCommitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectivelyPassion:Give the"Why" behindour 7DMBGEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesAnticipation:"Here areyour nextsteps"Empathy:Tailorinformation tocustomer'ssituationEveryCustomerMatters:Write your noteusing the notetemplateCommitment:Overcome aroadblock fora customer

Principles In Practice - Call List

(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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  1. Clarity: Explain Carvana Care to a customer
  2. Clarity: "Here's how Carvana works"
  3. Empathy: "I'm sorry to hear that"
  4. Every Customer Matters: Write a note in the customer experience section
  5. Empathy: Acknowledge and show interest in what your customer says
  6. Anticipation: Complete actions on behalf of the customer
  7. Passion: Give the "Why" behind our Carvana Care
  8. Empathy: Tailor tone to customer's situation and be genuine
  9. Commitment: Follow up with your customers if there are issues in the process.
  10. Anticipation: Utilize account to engage customer effectively
  11. Passion: Give the "Why" behind our 7DMBG
  12. Every Customer Matters: Write an important factor of the customers experience in the Hot Notes
  13. Anticipation: "Here are your next steps"
  14. Empathy: Tailor information to customer's situation
  15. Every Customer Matters: Write your note using the note template
  16. Commitment: Overcome a roadblock for a customer