AVOIDFRAUD Helpa memberblock a cardSayhappy tohelp (10x)Thankmemberfor theirpatienceGet a YESto a QuickDrawreferralGet a YESto an AutoInsuranceQuoteRepeat stepswhen makinga transfer(15x)Tell member itwas aPLEASUREto speak tothem todayGet a YESto aPersonalLoan referralAsk if theywould likea receipt(15x)Get a YES torefinancingan Auto LoanGet aYES to aVITSreferralThankmember forcalling at theEND of thecall (10x)ASK toplacethem on ahold (3x)Get a YESto a HealthInsurancereferralHelp 2members getset up withOnlineBankingCustomizemember’stransactiondescriptions(10x)Use“unfortunately”instead of “likeI said”Get a YESto a HomeEquityreferralInform indirectmembers of 4free optionswith payments(5x)Reached5referralsCreateconversationwith memberduring silence(10x)Get a YES toa Visareferral orupgrade torewardsGet a YESto open aMoneyMarketMentionmembersname 3timesAVOIDFRAUD Helpa memberblock a cardSayhappy tohelp (10x)Thankmemberfor theirpatienceGet a YESto a QuickDrawreferralGet a YESto an AutoInsuranceQuoteRepeat stepswhen makinga transfer(15x)Tell member itwas aPLEASUREto speak tothem todayGet a YESto aPersonalLoan referralAsk if theywould likea receipt(15x)Get a YES torefinancingan Auto LoanGet aYES to aVITSreferralThankmember forcalling at theEND of thecall (10x)ASK toplacethem on ahold (3x)Get a YESto a HealthInsurancereferralHelp 2members getset up withOnlineBankingCustomizemember’stransactiondescriptions(10x)Use“unfortunately”instead of “likeI said”Get a YESto a HomeEquityreferralInform indirectmembers of 4free optionswith payments(5x)Reached5referralsCreateconversationwith memberduring silence(10x)Get a YES toa Visareferral orupgrade torewardsGet a YESto open aMoneyMarketMentionmembersname 3times

Courtesy Words & Referrals - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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.


1
I
2
N
3
I
4
B
5
G
6
G
7
B
8
B
9
I
10
I
11
G
12
O
13
I
14
N
15
O
16
B
17
N
18
G
19
N
20
G
21
B
22
O
23
N
24
O
  1. I-AVOID FRAUD Help a member block a card
  2. N-Say happy to help (10x)
  3. I-Thank member for their patience
  4. B-Get a YES to a Quick Draw referral
  5. G-Get a YES to an Auto Insurance Quote
  6. G-Repeat steps when making a transfer (15x)
  7. B-Tell member it was a PLEASURE to speak to them today
  8. B-Get a YES to a Personal Loan referral
  9. I-Ask if they would like a receipt (15x)
  10. I-Get a YES to refinancing an Auto Loan
  11. G-Get a YES to a VITS referral
  12. O-Thank member for calling at the END of the call (10x)
  13. I-ASK to place them on a hold (3x)
  14. N-Get a YES to a Health Insurance referral
  15. O-Help 2 members get set up with Online Banking
  16. B-Customize member’s transaction descriptions (10x)
  17. N-Use “unfortunately” instead of “like I said”
  18. G-Get a YES to a Home Equity referral
  19. N-Inform indirect members of 4 free options with payments (5x)
  20. G-Reached 5 referrals
  21. B-Create conversation with member during silence (10x)
  22. O-Get a YES to a Visa referral or upgrade to rewards
  23. N-Get a YES to open a Money Market
  24. O-Mention members name 3 times