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