AccurateNew &CurrentMRRIs theInteractiona SAVE ?HoldGuidelinesExpressempathyListenActivelyVerificationProvideaccurateproductinformationPositivelanguagePackagechange /BO sheetLoyaltycloseSubmitallrebatesMagicMinute -CHANGESet & clarifybillingexpectationsMagicMinuteCONNECTCallSummaryMagicMinuteSOLICITProvidea follow-up planAppropriateofferLoginteraction- 24hrOvercomeobjectionsAccurate& detailednotesRaiseServiceChargePositivetoneCallCategory& PrimaryReasonAccurateNew &CurrentMRRIs theInteractiona SAVE ?HoldGuidelinesExpressempathyListenActivelyVerificationProvideaccurateproductinformationPositivelanguagePackagechange /BO sheetLoyaltycloseSubmitallrebatesMagicMinute -CHANGESet & clarifybillingexpectationsMagicMinuteCONNECTCallSummaryMagicMinuteSOLICITProvidea follow-up planAppropriateofferLoginteraction- 24hrOvercomeobjectionsAccurate& detailednotesRaiseServiceChargePositivetoneCallCategory& PrimaryReason

RETENTION - 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
G
2
I
3
O
4
B
5
G
6
B
7
O
8
G
9
G
10
G
11
I
12
B
13
I
14
B
15
N
16
O
17
N
18
B
19
I
20
N
21
N
22
O
23
I
24
O
  1. G-Accurate New & Current MRR
  2. I-Is the Interaction a SAVE ?
  3. O-Hold Guidelines
  4. B-Express empathy
  5. G-Listen Actively
  6. B-Verification
  7. O-Provide accurate product information
  8. G-Positive language
  9. G-Package change / BO sheet
  10. G-Loyalty close
  11. I-Submit all rebates
  12. B-Magic Minute - CHANGE
  13. I-Set & clarify billing expectations
  14. B-Magic Minute CONNECT
  15. N-Call Summary
  16. O-Magic Minute SOLICIT
  17. N-Provide a follow-up plan
  18. B-Appropriate offer
  19. I-Log interaction - 24hr
  20. N-Overcome objections
  21. N-Accurate & detailed notes
  22. O-Raise Service Charge
  23. I-Positive tone
  24. O-Call Category & Primary Reason