HoldGuidelinesAccurateNew &CurrentMRRListenActivelyAppropriateofferOvercomeobjectionsMagicMinute -CHANGESubmitallrebatesLoginteraction- 24hrCallCategory& PrimaryReasonMagicMinuteSOLICITProvidea follow-up planProvideaccurateproductinformationCallSummarySet & clarifybillingexpectationsPositivetoneMagicMinuteCONNECTPackagechange /BO sheetLoyaltyclosePositivelanguageAccurate& detailednotesExpressempathyVerificationIs theInteractiona SAVE ?RaiseServiceChargeHoldGuidelinesAccurateNew &CurrentMRRListenActivelyAppropriateofferOvercomeobjectionsMagicMinute -CHANGESubmitallrebatesLoginteraction- 24hrCallCategory& PrimaryReasonMagicMinuteSOLICITProvidea follow-up planProvideaccurateproductinformationCallSummarySet & clarifybillingexpectationsPositivetoneMagicMinuteCONNECTPackagechange /BO sheetLoyaltyclosePositivelanguageAccurate& detailednotesExpressempathyVerificationIs theInteractiona SAVE ?RaiseServiceCharge

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