VerificationAccurate& detailednotesIs theInteractiona SAVE ?Providea follow-up planExpressempathyMagicMinuteSOLICITSubmitallrebatesLoyaltycloseSet & clarifybillingexpectationsLoginteraction- 24hrCallSummaryPositivetoneCallCategory& PrimaryReasonAccurateNew &CurrentMRRPackagechange /BO sheetMagicMinute -CHANGEPositivelanguageOvercomeobjectionsRaiseServiceChargeMagicMinuteCONNECTListenActivelyProvideaccurateproductinformationAppropriateofferHoldGuidelinesVerificationAccurate& detailednotesIs theInteractiona SAVE ?Providea follow-up planExpressempathyMagicMinuteSOLICITSubmitallrebatesLoyaltycloseSet & clarifybillingexpectationsLoginteraction- 24hrCallSummaryPositivetoneCallCategory& PrimaryReasonAccurateNew &CurrentMRRPackagechange /BO sheetMagicMinute -CHANGEPositivelanguageOvercomeobjectionsRaiseServiceChargeMagicMinuteCONNECTListenActivelyProvideaccurateproductinformationAppropriateofferHoldGuidelines

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