HoldGuidelinesCallCategory& PrimaryReasonCallSummaryLoyaltycloseRaiseServiceChargeProvideaccurateproductinformationOvercomeobjectionsPositivetoneIs theInteractiona SAVE ?MagicMinuteCONNECTMagicMinute -CHANGEVerificationAccurateNew &CurrentMRRAppropriateofferSet & clarifybillingexpectationsPackagechange /BO sheetAccurate& detailednotesProvidea follow-up planMagicMinuteSOLICITExpressempathyPositivelanguageLoginteraction- 24hrListenActivelySubmitallrebatesHoldGuidelinesCallCategory& PrimaryReasonCallSummaryLoyaltycloseRaiseServiceChargeProvideaccurateproductinformationOvercomeobjectionsPositivetoneIs theInteractiona SAVE ?MagicMinuteCONNECTMagicMinute -CHANGEVerificationAccurateNew &CurrentMRRAppropriateofferSet & clarifybillingexpectationsPackagechange /BO sheetAccurate& detailednotesProvidea follow-up planMagicMinuteSOLICITExpressempathyPositivelanguageLoginteraction- 24hrListenActivelySubmitallrebates

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