CallSummaryPackagechange /BO sheetProvideaccurateproductinformationMagicMinuteCONNECTRaiseServiceChargeIs theInteractiona SAVE ?MagicMinuteSOLICITHoldGuidelinesSet & clarifybillingexpectationsVerificationProvidea follow-up planPositivetoneAppropriateofferPositivelanguageLoyaltycloseExpressempathyOvercomeobjectionsListenActivelyMagicMinute -CHANGESubmitallrebatesAccurateNew &CurrentMRRCallCategory& PrimaryReasonLoginteraction- 24hrAccurate& detailednotesCallSummaryPackagechange /BO sheetProvideaccurateproductinformationMagicMinuteCONNECTRaiseServiceChargeIs theInteractiona SAVE ?MagicMinuteSOLICITHoldGuidelinesSet & clarifybillingexpectationsVerificationProvidea follow-up planPositivetoneAppropriateofferPositivelanguageLoyaltycloseExpressempathyOvercomeobjectionsListenActivelyMagicMinute -CHANGESubmitallrebatesAccurateNew &CurrentMRRCallCategory& PrimaryReasonLoginteraction- 24hrAccurate& detailednotes

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