RaiseServiceChargeIs theInteractiona SAVE ?AccurateNew &CurrentMRRVerificationAppropriateofferMagicMinuteCONNECTSubmitallrebatesLoyaltycloseAccurate& detailednotesOvercomeobjectionsLoginteraction- 24hrCallCategory& PrimaryReasonExpressempathyHoldGuidelinesMagicMinuteSOLICITPackagechange /BO sheetPositivetoneSet & clarifybillingexpectationsProvidea follow-up planProvideaccurateproductinformationCallSummaryPositivelanguageListenActivelyMagicMinute -CHANGERaiseServiceChargeIs theInteractiona SAVE ?AccurateNew &CurrentMRRVerificationAppropriateofferMagicMinuteCONNECTSubmitallrebatesLoyaltycloseAccurate& detailednotesOvercomeobjectionsLoginteraction- 24hrCallCategory& PrimaryReasonExpressempathyHoldGuidelinesMagicMinuteSOLICITPackagechange /BO sheetPositivetoneSet & clarifybillingexpectationsProvidea follow-up planProvideaccurateproductinformationCallSummaryPositivelanguageListenActivelyMagicMinute -CHANGE

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