RaiseServiceChargeIs theInteractiona SAVE ?CallSummarySet & clarifybillingexpectationsPackagechange /BO sheetProvideaccurateproductinformationHoldGuidelinesListenActivelyLoginteraction- 24hrOvercomeobjectionsLoyaltycloseSubmitallrebatesProvidea follow-up planCallCategory& PrimaryReasonVerificationMagicMinuteSOLICITMagicMinuteCONNECTPositivetoneAccurateNew &CurrentMRRMagicMinute -CHANGEExpressempathyAppropriateofferAccurate& detailednotesPositivelanguageRaiseServiceChargeIs theInteractiona SAVE ?CallSummarySet & clarifybillingexpectationsPackagechange /BO sheetProvideaccurateproductinformationHoldGuidelinesListenActivelyLoginteraction- 24hrOvercomeobjectionsLoyaltycloseSubmitallrebatesProvidea follow-up planCallCategory& PrimaryReasonVerificationMagicMinuteSOLICITMagicMinuteCONNECTPositivetoneAccurateNew &CurrentMRRMagicMinute -CHANGEExpressempathyAppropriateofferAccurate& detailednotesPositivelanguage

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