Set & clarifybillingexpectationsMagicMinute -CHANGELoginteraction- 24hrExpressempathyRaiseServiceChargeAppropriateofferCallCategory& PrimaryReasonIs theInteractiona SAVE ?VerificationPackagechange /BO sheetListenActivelyOvercomeobjectionsMagicMinuteCONNECTProvideaccurateproductinformationProvidea follow-up planPositivetonePositivelanguageHoldGuidelinesMagicMinuteSOLICITLoyaltycloseAccurate& detailednotesCallSummarySubmitallrebatesAccurateNew &CurrentMRRSet & clarifybillingexpectationsMagicMinute -CHANGELoginteraction- 24hrExpressempathyRaiseServiceChargeAppropriateofferCallCategory& PrimaryReasonIs theInteractiona SAVE ?VerificationPackagechange /BO sheetListenActivelyOvercomeobjectionsMagicMinuteCONNECTProvideaccurateproductinformationProvidea follow-up planPositivetonePositivelanguageHoldGuidelinesMagicMinuteSOLICITLoyaltycloseAccurate& detailednotesCallSummarySubmitallrebatesAccurateNew &CurrentMRR

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