Empathy:"I'm sorryto hearthat"Commitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectivelyAnticipation:"Here areyour nextsteps"Clarity:"Here's howCarvanaworks"Clarity:ExplainCarvanaCare to acustomerEmpathy:Acknowledgeand showinterest in whatyour customersaysCommitment:Overcome aroadblock fora customerAnticipation:Completeactions onbehalf of thecustomerEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesPassion:Give the"Why" behindour 7DMBGEmpathy:Tailor tone tocustomer'ssituation andbe genuineEveryCustomerMatters:Write your noteusing the notetemplateEmpathy:Tailorinformation tocustomer'ssituationEvery CustomerMatters:Write a note in thecustomerexperiencesectionPassion:Give the"Why" behindour CarvanaCareEmpathy:"I'm sorryto hearthat"Commitment:Follow up withyour customersif there areissues in theprocess.Anticipation:Utilize accountto engagecustomereffectivelyAnticipation:"Here areyour nextsteps"Clarity:"Here's howCarvanaworks"Clarity:ExplainCarvanaCare to acustomerEmpathy:Acknowledgeand showinterest in whatyour customersaysCommitment:Overcome aroadblock fora customerAnticipation:Completeactions onbehalf of thecustomerEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesPassion:Give the"Why" behindour 7DMBGEmpathy:Tailor tone tocustomer'ssituation andbe genuineEveryCustomerMatters:Write your noteusing the notetemplateEmpathy:Tailorinformation tocustomer'ssituationEvery CustomerMatters:Write a note in thecustomerexperiencesectionPassion:Give the"Why" behindour CarvanaCare

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