AppropriateofferHoldGuidelinesListenActivelyPackagechange /BO sheetMagicMinute -CHANGEAccurateNew &CurrentMRRProvideaccurateproductinformationPositivelanguageCallSummaryVerificationMagicMinuteCONNECTCallCategory& PrimaryReasonIs theInteractiona SAVE ?Providea follow-up planPositivetoneOvercomeobjectionsLoyaltycloseExpressempathyAccurate& detailednotesRaiseServiceChargeLoginteraction- 24hrSubmitallrebatesMagicMinuteSOLICITSet & clarifybillingexpectationsAppropriateofferHoldGuidelinesListenActivelyPackagechange /BO sheetMagicMinute -CHANGEAccurateNew &CurrentMRRProvideaccurateproductinformationPositivelanguageCallSummaryVerificationMagicMinuteCONNECTCallCategory& PrimaryReasonIs theInteractiona SAVE ?Providea follow-up planPositivetoneOvercomeobjectionsLoyaltycloseExpressempathyAccurate& detailednotesRaiseServiceChargeLoginteraction- 24hrSubmitallrebatesMagicMinuteSOLICITSet & clarifybillingexpectations

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