Clarity:"Here's howCarvanaworks"Clarity:ExplainCarvanaCare to acustomerAnticipation:Utilize accountto engagecustomereffectivelyAnticipation:"Here areyour nextsteps"Empathy:Acknowledgeand showinterest in whatyour customersaysEmpathy:"I'm sorryto hearthat"Commitment:Overcome aroadblock fora customerEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesCommitment:Follow up withyour customersif there areissues in theprocess.Passion:Give the"Why" behindour 7DMBGPassion:Give the"Why" behindour CarvanaCareEmpathy:Tailor tone tocustomer'ssituation andbe genuineAnticipation:Completeactions onbehalf of thecustomerEveryCustomerMatters:Write your noteusing the notetemplateEmpathy:Tailorinformation tocustomer'ssituationEvery CustomerMatters:Write a note in thecustomerexperiencesectionClarity:"Here's howCarvanaworks"Clarity:ExplainCarvanaCare to acustomerAnticipation:Utilize accountto engagecustomereffectivelyAnticipation:"Here areyour nextsteps"Empathy:Acknowledgeand showinterest in whatyour customersaysEmpathy:"I'm sorryto hearthat"Commitment:Overcome aroadblock fora customerEvery CustomerMatters:Write an importantfactor of thecustomersexperience in theHot NotesCommitment:Follow up withyour customersif there areissues in theprocess.Passion:Give the"Why" behindour 7DMBGPassion:Give the"Why" behindour CarvanaCareEmpathy:Tailor tone tocustomer'ssituation andbe genuineAnticipation:Completeactions onbehalf of thecustomerEveryCustomerMatters:Write your noteusing the notetemplateEmpathy:Tailorinformation tocustomer'ssituationEvery CustomerMatters:Write a note in thecustomerexperiencesection

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