Guide confirmedand summarizedcustomer's issuebeforetroubleshootingGuide uncoveredneeds by exploringcustomer's goalsand interestsGuidehandledcustomer'sobjections toretain the saleHeard a verbalqueue ofunderstandingfrom the guide What was it?Guide's tonewas notfitting for thesituationGuide providedthe customer withnew information toconsider after anoffer was rejectedCustomer wasoffered aproduct withouta promotioncodeHeard a positivechange in tone fromthe customer Be prepared todiscuss what couldhave caused thisGuideverifiedcustomer'scall backnumberWrite downsomething youheard on the callthat resonated withyou the most Why?Heard aconsultation What went good?What could havewent better?Guideasked aclarifyingquestionGuideexplained thesituation in away thecustomerunderstoodHeard theguide say anownershipstatement What was it?Guiderecommended aproduct withoutasking about thebusiness goalsGuiderecommended aproduct afterhearing aboutthe customer'sbusiness goalsGuide had afitting tonefor thesituationCustomer did notfeel heard Be prepared todiscuss why youmarked this boxHeard a negativechange in thecustomer's voice Be prepared todiscuss what youthink caused thisGuide started aconversation withthe customer thatuncovered needs What was asked?Guide asked thecustomer open endedquestions about thebusiness or products Make note of thequestions you heardthroughoutHeard something thatwould make you feelgood as a customercalling into support What was it and whydo you feel this way?Guideasked forcustomer'snameCould tell theguide was activelylistening to thecustomer Write down anexampleGuide confirmedand summarizedcustomer's issuebeforetroubleshootingGuide uncoveredneeds by exploringcustomer's goalsand interestsGuidehandledcustomer'sobjections toretain the saleHeard a verbalqueue ofunderstandingfrom the guide What was it?Guide's tonewas notfitting for thesituationGuide providedthe customer withnew information toconsider after anoffer was rejectedCustomer wasoffered aproduct withouta promotioncodeHeard a positivechange in tone fromthe customer Be prepared todiscuss what couldhave caused thisGuideverifiedcustomer'scall backnumberWrite downsomething youheard on the callthat resonated withyou the most Why?Heard aconsultation What went good?What could havewent better?Guideasked aclarifyingquestionGuideexplained thesituation in away thecustomerunderstoodHeard theguide say anownershipstatement What was it?Guiderecommended aproduct withoutasking about thebusiness goalsGuiderecommended aproduct afterhearing aboutthe customer'sbusiness goalsGuide had afitting tonefor thesituationCustomer did notfeel heard Be prepared todiscuss why youmarked this boxHeard a negativechange in thecustomer's voice Be prepared todiscuss what youthink caused thisGuide started aconversation withthe customer thatuncovered needs What was asked?Guide asked thecustomer open endedquestions about thebusiness or products Make note of thequestions you heardthroughoutHeard something thatwould make you feelgood as a customercalling into support What was it and whydo you feel this way?Guideasked forcustomer'snameCould tell theguide was activelylistening to thecustomer Write down anexample

Care Calls Bingo - 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. Guide confirmed and summarized customer's issue before troubleshooting
  2. Guide uncovered needs by exploring customer's goals and interests
  3. Guide handled customer's objections to retain the sale
  4. Heard a verbal queue of understanding from the guide What was it?
  5. Guide's tone was not fitting for the situation
  6. Guide provided the customer with new information to consider after an offer was rejected
  7. Customer was offered a product without a promotion code
  8. Heard a positive change in tone from the customer Be prepared to discuss what could have caused this
  9. Guide verified customer's call back number
  10. Write down something you heard on the call that resonated with you the most Why?
  11. Heard a consultation What went good? What could have went better?
  12. Guide asked a clarifying question
  13. Guide explained the situation in a way the customer understood
  14. Heard the guide say an ownership statement What was it?
  15. Guide recommended a product without asking about the business goals
  16. Guide recommended a product after hearing about the customer's business goals
  17. Guide had a fitting tone for the situation
  18. Customer did not feel heard Be prepared to discuss why you marked this box
  19. Heard a negative change in the customer's voice Be prepared to discuss what you think caused this
  20. Guide started a conversation with the customer that uncovered needs What was asked?
  21. Guide asked the customer open ended questions about the business or products Make note of the questions you heard throughout
  22. Heard something that would make you feel good as a customer calling into support What was it and why do you feel this way?
  23. Guide asked for customer's name
  24. Could tell the guide was actively listening to the customer Write down an example