Empathy:"I'm sorryto hearthat"EveryCustomerMatters:Write your noteusing the notetemplateCommitment:Overcome aroadblock fora customerEmpathy:Acknowledgeand showinterest in whatyour customersaysEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesClarity:"Here's howCarvanaworks"Anticipation:Completeactions onbehalf of thecustomerPassion:Give the"Why" behindour 7DMBGEvery CustomerMatters:Write a note in thecustomerexperiencesectionAnticipation:"Here areyour nextsteps"Clarity:ExplainCarvanaCare to acustomerEmpathy:Tailor tone tocustomer'ssituation andbe genuinePassion:Give the"Why" behindour CarvanaCareEmpathy:Tailorinformation tocustomer'ssituationCommitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectivelyEmpathy:"I'm sorryto hearthat"EveryCustomerMatters:Write your noteusing the notetemplateCommitment:Overcome aroadblock fora customerEmpathy:Acknowledgeand showinterest in whatyour customersaysEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesClarity:"Here's howCarvanaworks"Anticipation:Completeactions onbehalf of thecustomerPassion:Give the"Why" behindour 7DMBGEvery CustomerMatters:Write a note in thecustomerexperiencesectionAnticipation:"Here areyour nextsteps"Clarity:ExplainCarvanaCare to acustomerEmpathy:Tailor tone tocustomer'ssituation andbe genuinePassion:Give the"Why" behindour CarvanaCareEmpathy:Tailorinformation tocustomer'ssituationCommitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectively

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